It's going to be very difficult to help you if you keep posting partial and/or incorrect information. Please take some time to learn how to use the system, and how the pieces fit together. Not only will this help yourself, but it will help others who volunteer their time to help people like you, to quickly identify and solve your problems. You are asking a complex question, but providing very little details to help troubleshoot your problem. I suggest you utilize some test user accounts and phone numbers and try to recreate a few scenarios for yourself to explore how the system functions. I also suggest reading the documentation, which pretty clearly describes the behavior of the system, when configured for certain Agent selection criteria. If you do both, you'll be really well equipped to handle a lot of different scenarios thrown your way.
