A feature allowing sending calls to queues or extensions based on set criteria. In example, a skill based routing where calls are directed to an agent or person, who has the most appropriate skill set in order to address the problem.
This is a Voice over Internet Protocol (VoIP) and streaming media service based on the Session Initiation Protocol (SIP) by which Internet telephony service providers (ITSPs) deliver telephone services and unified communications to customers equipped with SIP-based private branch exchange (IP-PBX) and Unified Communications facilities