Understanding call routing and queue priority in RingCX

Publisher

RingCentral

URL

https://support.ringcentral.com/article-v2/understanding-call-routing-and-queue-priority-in-ringcx.html?brand=RingCentral&product=RingCX&language=en_US

Published

unknown

Updated

unknown

Accessed

2026-09-25

HTTP status

200

License

RingCentral website terms of use; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Within a RingCX queue, the agent is chosen by agent rank first, then by required skills, then by longest idle time. in context
• When a RingCX agent becomes available, calls are taken first from priority queue groups, then by the agent's rank per queue, then by queue priority (priority 1 beats priority 6), then by longest wait time. in context
• RingCX routes in two phases: first it chooses which queue a call goes to, then which agent receives it. in context

Cite this source record

APA

WarmTransfer. (2026, September 25). Understanding call routing and queue priority in RingCX. WarmTransfer. https://warmtransfer.net/knowledge/sources/ringcentral-support-ringcx-routing-priority

BibTeX

@misc{warmtransfer-ringcentral-support-ringcx-routing-priority,
  title  = {Understanding call routing and queue priority in RingCX},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/ringcentral-support-ringcx-routing-priority},
  note   = {RingCentral, accessed 2026-09-25}
}