Call Routing in Cloud Call Centres: Skills, Priority & Business Rules with Vonage 🎯 What You'll Build Today ✅ A skills-based routing engine that matches callers to the right agent ✅ Business hours checking with timezone support ✅ Priority queuing (VIP customers jump the queue) ✅ Overflow handling — voicemail when no agents are available - ✅ A multi-agent pool with status management 🧠 Routing Architecture ┌───────────────────────────────────────────────────────────────┐ │ ROUTING ENGINE ARCHITECTURE │ │ │ │ INBOUND CALL │ │ │ │ │ ▼ │ │ ┌─────────────────────────────────────────────────────────┐ │ │ │ STEP 1: BUSINESS HOURS CHECK │ │ │ │ │ │ │ │ Is it Mon–Fri 09:00–18:00 GMT?…