Setting up your phone number for optimal success is a key step in getting your users ready for Aircall. Once you’ve set up your business hours on your phone numbers and your call distribution, you can take a closer look at understanding Aircall routing through this guide.
What is Call Routing?
Call routing is an automatic call distributor tool that allows you to route calls to your phone numbers and then to a specific user or team based on pre-established business criteria such as business hours or skill.
In Aircall, the routing is based on the following distribution criteria:
Routing principles & logic
Calls will be routed through to your users based on the business hours and on the availability of the users assigned to the phone line. If your phone number is closed, or your users are not available to take a call, then the call cannot be routed accordingly.
You can follow the set-up guidelines to establish your business hours for each of your phone lines so that the number will open and close automatically each day. Additionally, you’ll want to determine which messages you would like to enable so that customers can either leave a voicemail or call back when the phone number has opened back up or there are more available agents.
Next, it’s essential that you have assigned users and/or teams in the call distribution of the phone line so that calls can be answered. As a best practice, we recommend that users utilize the working hour’s feature (set-up through their user profile on the phone) so that their availability will automatically change to Available and Do Not Disturb based on their schedule.
In the Aircall, a user can either be:
In a call
In Wrap-up time or After-call work
Set to Do not disturb
These five possibilities are narrowed into three availability statuses which determine how calls are routed:
the agent is connected to an app (desktop, web, or mobile)
or the user has a Forward-to-device activated
the user is not in-call, outside of their set working hours, or set to Do not disturb
the user is in-call
or the user is in wrap-up time or after-call work (mandatory tagging)
the user is set as do not disturb in the availability bar
the user’s availability is outside of their set working hours
the user is offline (the app is switched off, or the computer is in sleep mode/off
The more agents or teams you have assigned to a phone number, the likelier it is that your calls will be answered and you’ll experience fewer missed calls.
Let’s take a look at using that principle to your advantage.
Routing Logic & Principles
As soon as you receive an incoming call with an available user, Aircall will distribute the call to that user and the call will ring to their Phone application. This includes all applications they are signed into as well as any forwarding devices that are enabled on the user profile. The same status is showcased on all of the phones that you are logged into.
Calls are distributed in the order of first in, first out. This means that the older the call, the quicker it will be distributed to the next available user. If a user is a part of multiple teams or assigned to several lines and is busy when a new call is coming into the line, the user will be included in the distribution as soon as they are available again.
This also includes when a new call is ringing and a user was previously engaged in a call, in wrap-up time, or still in mandatory tagging, Aircall will then include the user in the distribution once they become available again. Users will then be able to answer calls that have already been waiting in the queue.
Keep in mind that if teams or users are busy and unavailable to take the call, the call will not be dispatched and will remain in the queue for the allotted queuing time until a previously busy user becomes available again (this also includes users that are offline). However, there must be at least one user currently busy for a call to wait within the queue. If no users are busy, the call will skip to the next position in the queue.
Depending on the workflow you’ve set up for your number, it could go to the voicemail or absence message and then will appear as a missed call in the To-do section of the Phone for the users who are assigned to the line.
In Aircall, you’ll have two standard ringing options to choose from when utilizing a Team. If you have assigned one user to a phone number, then the ringing rule is automatically set by default to 25 seconds (around five rings). This applies to individual users within teams as well. Unfortunately, it is not possible at this time to adjust this ringing time by either increasing or decreasing so it will need to be taken into consideration when you’re setting up your phone number and specific team queuing times.
Note for Mobile App users: Due to the mobile SDK restriction on Android and IOS, we can only ring users for 40 seconds, regardless if the queuing time is set for longer.
Aircall will select a random user within the team that is available as well as wait for any busy user (they will be added back into the distribution if they become available before the end of the team queueing time. The queue time is set to your preference in the Number Settings, but will ring to the user for 25 seconds).
Aircall will ring to all available users, as well as wait for any busy user to become available again (they will be added back into the distribution if they become available before the end of the team queueing time).
If you need help troubleshooting a few scenarios, let’s take a look at a few routing examples:
If you are in a team, and the ring rule is set to simultaneous and you decline the call...
If a user declines a call by pushing the decline button, the call will not come back to the user ever.
John is an Admin user who is assigned to the first team in the queue of Hotline Support. He is also assigned to the backup emergency team assigned in the second position.
If a user is in wrap-up time or in mandatory call tagging when a call comes in and the user becomes available again...
The next call waiting will start ringing to the user's device.
Adele has just ended a call and is finishing up her one-minute wrap-up time to take notes. Afterward, she'll need to tag the call as her Admin enforces call tagging.
If all users or teams assigned to a phone number are in after-call work (wrap-up time and/or mandatory call tagging) and there are calls waiting...
The calls will wait within the allotted queuing time established at each team level until a user within the team becomes available to answer the call. The call will pass through the distribution list.
It's 6 p.m. on a Friday - a high volume time of the day for food delivery-based company Foodaroo.
Their order hotline number is ringing non-stop and there are many calls in the queue waiting to be answered while most users are busy.
There are also three teams (Team UK, Team USA, Team on-call) assigned in the call distribution of the line with a three-minute queue time, leaving an opportunity for more users to answer the calls.
If all users or teams are unavailable or offline and there are calls waiting...
The call will skip unavailable users and teams and move through the queue and ring only to available user's devices.
Foodaroo's order hotline number is winding down and many users are signing off for the day as their shift has come to an end.
If a user is logged into multiple versions of the application (desktop, CTI, or mobile)...
The call will ring to the agent on all applications at the same time.
Tom's sales team works on the go and are often signed into the mobile application as well as the desktop application for ease of access and to ensure they don't miss a call.
An incoming call is coming into the Sales Line and two users are currently online and signed in to both applications. The call will ring to both the desktop application and the mobile app at the same time.
Respect Queuing Time (RQT)
Enabling the Respect Queuing Time allows you to configure your calls to stay within the maximum queue time established for your team that is assigned to the phone number regardless of the agent status.
The most important aspect to note of RQT is that the BUSY status is considered for neither RQT on or off as an agent may become available again to take a new call.
If all agents in a team are offline or in do not disturb status
The call is waiting on those agents for the duration of the queuing time.
Team will be bypassed in the call distribution and call will go directly to the next level in the distribution.
Do not pick up IS NOT decline
If a user does not pick up a call, it keeps ringing. The call keeps ringing at the same distribution item for the duration of the queuing time.
If a user does not pick up a call, then it rings for 25 seconds. It stops ringing this distribution item for this user. It can ring again at the next distribution item.
Using Additional Devices with Aircall Routing
Some users might frequently step away from their desks and use our mobile applications or our forward-to-device feature. In these instances, as long as the user is connected to the application and set as available, calls will ring to all devices connected in the same logic.
Keep in mind that using the forward-to-device feature is intended for those who do not wish to use the mobile or desktop applications, but rather to rely on their mobile carrier service. It will not be possible to use this feature with the mobile application activated at the same time.
Call Routing Variables
The efficiency of your call center can vary on a few overarching variables based on your specific use case:
Number of agents staffed
Specialized agents with specific skill sets (specializations, languages)
It’s important to take a step back to look at the advantages and disadvantages of using teams vs. users, as well as utilizing the different ringing rules made available through Aircall.
If you need further assistance or have questions about how to best set up your call distribution, feel free to schedule a call with your Account Manager or simply, reach out to us at support and we’ll be happy to guide you through.