Is it possible to connect the CX with the right department and then to the right agent according to the city?
Auto routing is under development, but currently, you can use IVR.
You can create a team called "Toronto" with members A and B, and another team called "Montreal" with members C and D.
This can be done by adding the Teams. It will be further shown in the widget where they can select the Team of their relevant choice.
Whenever a customer calls he/she will hear a message saying "Toronto team press 1", "for Montreal team press 2", and the call will be redirected for this team.