Routing

Routing is implemented inside Call Service

There is no separate routing microservice. All call routing, queue management, and skills-based matching logic lives within the Call Service.

See Call Service — Routing & Queue Management for the full details, including:

• Redis sorted-set queue architecture
• NEXT_AVAILABLE vs NEXT_IN_QUEUE routing strategies
• Lua script atomic routing
• Multi-tenant queue key structure
• Agent availability tracking