There are four primary options for the ring strategy:

ROUND ROBIN

This will ring available queue members one at a time. It will only ring Agents who are currently available in the Team (e.g. not on a call, paused, etc...). 

In order to increase distribution amongst Agents on a team, for every round in the queue we find the Agent that has not been attempted with a call (rung by call) for the longest and start with that Agent.

Once an Agent has been rung the next Agent will start ringing immediately. This ringing will continue through the Round Robin until the timeout for this Team has been hit.

THE LEAST USED (RECENT) 

This will ring the available queue member who has been offered a call least recently until they answer that call. If another call comes in, it will go to the next available queue member who has been provided a call the least recently.

RING ALL

This will ring all available queue members simultaneously until the call is answered. 

SKILLS BASED (*ENTERPRISE ONLY)

Skills-Based Routing (SBR) is an Enterprise feature that matches calls to the best available agent in the shortest amount of time using tags that are assigned to calls and agents.