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Jasveer SinghJasveer Singh 

 When an incoming  lead comes into the CRM from one of exterior sites, we need to follow a round robin system 

We need a process that will follow the below Round Robin to leads before being available to an actual agent as a lead.
Flow of Round Robin:
  1.  When an incoming  lead comes into the CRM from one of exterior sites, we need to follow a round robin system .
  2.  Agent who is first in round robin receives a notification in email with the client name, email and Phone.
  3. Agent either selects accept, or decline.(If no response within 5 minutes it goes to the next agent.
  4. If agent accepts lead and calls,  it is to record that a call was made, email was sent in CRM for reporting purposes
*round robin keeps going around and around until a lead is accepted.
Best Answer chosen by Jasveer Singh

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Amit Chaudhary 8Amit Chaudhary 8
This was selected as the best answer
Jasveer SinghJasveer Singh

That's fine.

But this Functionality is not work
(If no response within 5 minutes it goes to the next agent.)

Amit Chaudhary 8Amit Chaudhary 8
in that case you need to create on batch which will execute in very 5 min and will check lead/case status to reassign to next agent
Jasveer SinghJasveer Singh