The Call Routing engine can be used to route calls which are camped-on to a hunt group. These calls are in the ‘Queuing’ state on the telephone system because there are no free extensions or agents within the hunt group to be offered the call.

To use the system in this manner, the following properties of the routing rule must be set:

• Monitored Device -> This should be configured to be the hunt group to monitor for queued calls
• Queue Length -> 0 means route all queuing calls, Greater than 0 and only calls higher in the queue than the value set will be routed.
• Dynamic or Static -> Multiplies the allowed queue length by the number of agents logged in when set to dynamic.  
• Destination -> Should be set to the hunt group or device where the call should be routed to. 

Routing Flow

The diagram below shows how the call routing should be configured when using a 'Queuing Event' as a trigger. The monitored device should be a hunt group. any queuing events received from this group will be processed by the routing system. If the queue position triggers the rule, the call will be routed to the target destination, otherwise the call will be ignored.