Calls to existing ticket should route directly to assigned agent’s DID, but must respect their status.

Add a DID routing table that routes to the assigned agent if a ticket exists and agent is Available.

Routing rule: Ticket → Assigned Agent DID → Status check (Available) → else overflow to queue/backup agent; presence integration required.

This avoids the current behaviour where an End User calls in, the Voice Agent identifies an existing ticket (that might be assigned to Agent 1) and then calls the Support Queue or Hunt Group and Agent 2 answers the line so the ticket gets reassigned to Agent 2