Setting up the Call Distribution for your number is an important step in making sure that your line is ready for use. If you are an Aircall Admin user, you’ll be able to access the Call Distribution tab in the Dashboard by selecting a number in the Numbers page list.

Within the Call Distribution tab, you will find the number flow diagram. Here, you can customize your phone line by deciding who to send calls to and what messages your callers will hear.

Let's explore how to configure each Call Distribution option.

Voicemail, Music, and Messages

Configuring these features allows you to communicate to your customers when your lines are closed, your agents might be busy, or to simply play some pleasant waiting music while waiting to be connected.

Learn how to configure music and messages for Classic and IVR numbers.

Adding Users and Teams

Classic Number Options

Once you have created your Team and Users, you can now add them to the phone lines of your choice.

  • Click Add an option from the number flow

  • Select Add Team or Add a User

Adding a Team

Search for the Team you would like to add. Select Confirm to save.

If you have assigned a Team to the call distribution of the number, you’ll find additional options to define the queue length and ringing rules for your team.

📚 Learn more about Aircall's standard Ringing options for Teams.

Adding a User

Search for the User you would like to add. Select Confirm to save.

If you have assigned one user to a phone number, then the ringing rule will be set to 25 seconds (around five rings).

Unfortunately, it is not possible at this time to adjust the ringing time for individual users, which will need to be taken into consideration when you are setting up your phone numbers.

Once you’ve added all of the desired users and/or teams, you can then freely drag and drop the order to set up the cascade order via the number flow diagram.

Ringing Rules for Numbers

In addition to setting the ringing rules for your Teams, each Aircall number has two additional options you can toggle on and off - Respect Queue Time (RQT) and Priority Line. Learn more about these features located in the Settings tab for Numbers.

Setting up IVR Redirection options

IVR Numbers

You can choose to redirect to an internal or external number or create a new number in the tree.

  • Click Add an option from the number flow

  • Choose the Key selection and Option type for redirection.

Once you have selected all your redirection options, click Confirm to save.

If a caller does not select an option or presses an incorrect key, the IVR message will play again. If they still do not select an option, they'll be asked to call back later and the call will be disconnected automatically. The callback later message is not customizable.

📚 Learn how to switch an IVR number to a Classic Number or how to switch a Classic Number to an IVR number.

Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!

Did this answer your question?