The call routing feature allows you to set a specific ring order when a number is assigned to multiple users.
You can assign call routing options within the group number and when using the auto attendant. The order in which the call rings the users will depend on the call routing settings.
Group Number Routing Setting
1. Go to your VoIP group number. From there, you'll see the Agent Routing dropdown.
2. By default, it is set to Ring All, but you can change this by clicking the dropdown and selecting a different options.
Ring All - This option rings all users assigned to the group number simultaneously.
Fixed Order - This option rings VoIP users in a fixed order, one at a time. Each call will cycle through all users in the group until someone answers. If no agent answers, the call will either disconnect or go to voicemail.
Example: Suppose there are 3 users in your group number, and your voicemail is set up.
Call 1: Rings User 1 → Answered.
Call 2: Rings User 1 → No answer → Rings User 2 → Answered.
Call 3: Rings User 1 → No answer → Rings User 2 → No answer → Rings User 3 → No answer → Reaches Voicemail.
Longest Idle - This option rings the user who has been idle the longest.
Call Only to Longest Idle, Then Voicemail Logic: Our system is configured to only ring the longest idle user, and if they don’t answer, the call will go directly to voicemail without forwarding to another user.
Skip to the next user logic, even if user 1 missed the call, it will reset his idle time and the next call will be assigned to the next user in queue.
Example: Suppose there are 3 users in your group number:
User 1 has been idle for 1 hour.
User 2 has been idle for 5 minutes.
User 3 just ended a call.
In this case, the incoming call will ring User 1 only, and if he doesn't answer, the call will go directly to voicemail without forwarding to another user.
The next call will go to User 2.
Round Robin - the call is routed in a sequential order, starting from one user to the next in a loop.
Call Only to Queued User, Then Voicemail Logic: Our system is configured to ring only the longest idle user. If they don’t answer, the call will go directly to voicemail without being forwarded to another user.
Skip to the next user logic, if user 1 missed the call, the next call will be assigned to the next user in queue.
Example: Suppose there are 3 users in your group number:
Call 1 rings User 1.
Call 2 rings User 2.
Call 3 rings User 3.
Call 4 rings User 1 again
** If User 1 is still on an ongoing call, then Call 4 will skip User 1 and will ring the next user in queue.
3. If you select the 'Fixed Order' or 'Round Robin' routing options, you can organize the sequence of users to define their order in the routing cycle.
Auto-Attendant Routing Setting
Here's how you can set the agent call routing when your auto-attendant is ON. This option is ideal when assigning multiple personal numbers to a single extension.
1. Go to Auto-attendant settings
2. Under 'Extensions' section, set an extension number and then assigned phone numbers to it.
3. When selecting phone numbers, the routing options will appear at the top of the modal. You can choose the routing settings for the auto-attendant number from these options.
4. You can also arrange the agent routing order when you select 'Fixed Order' or 'Round Robin' option.
Please note that the routing option for the group number will not apply in the auto-attendant when you assign the group number as an extension. Instead, it will ring all members of the group simultaneously.