A call flow’s routing option decides which destination numbers a call rings. This page shows how to ring several numbers at once, ring them in order until someone answers, split calls between them by percentage, or send them to each destination in turn.

Note

Multiple, Sequential, Weighted and Round robin routing, and sticky destinations, are available on the Marketing and Agency plans, and during a trial. Dial, which rings one number, works on every plan.

Ring several numbers at once

Note

There is no call flow template for Multiple routing, so build it with the steps below. Sequential and Weighted routing have templates: see Start from a template.

The Multiple routing option rings several destination numbers at the same time. The first agent to pick up takes the call. This reduces wait times, distributes load automatically, and ensures callers reach a live person without being placed in a queue.

Every routing step in the builder shows its routing options at the top: Ring (Dial, Multiple, Sequential, Weighted, Round robin) and Instead (Hang up, Voicemail). You switch a step from one to another there. Multiple, Sequential, Weighted and Round robin need at least two destination numbers in the project.

  1. Open the Call Flow Builder

    Go to Call handlingCall Flows and click Create, then From Scratch (or open an existing call flow to edit it).

    A new call flow already rings every destination at once when the project has several: its routing step starts as Multiple.

  2. Switch the routing step to Multiple

    On the Dial step, click Multiple in the Ring options.

    Main lineCall flow is valid. Assign to Tracking Number
    New Call
    Dial
    Main office(415) 555-0110
    1
    The routing step (1) sits under New Call. Its settings hold the routing options.
    Dial✕
    Ring
    DialMultiple1SequentialWeightedRound robin
    Instead
    Hang upVoicemail

    Rings a single destination.

    Destination
    Main office(415) 555-0110
    Receive SMSAlso receive an SMS to your destination when supported by the tracking number.
    Click Multiple (1) in the Ring options.

  3. Add destination numbers

    • Click Select Destinations.
    • Add as many destination numbers as needed.
    Multiple✕
    Ring
    DialMultipleSequentialWeightedRound robin
    Instead
    Hang upVoicemail

    Rings every destination at once. The first to answer gets the call.

    2 destinations selected1
    Main office(415) 555-0110
    Emergency line(415) 555-0119
    Add Destination
    Sticky destinationsRepeat callers go to the destination that answered them within the look back period.
    Open the destination list (1) and tick every number that should ring.

  4. Assign the call flow to tracking numbers

    Go to TrackingNumbers and assign the new call flow to the relevant tracking numbers.

🎉 Done. Every call coming through those tracking numbers will now ring all destinations simultaneously until one answers.

Detailed guide: Assign a call flow
Detailed guide: Ring numbers in order
Detailed guide: Split calls by percentage
Detailed guide: Take turns between destinations

Ring numbers in order

Note

To use the templated setup instead, see: Sequential Call Flow template.

Sequential call routing directs incoming calls to your team members one by one, in a defined order. If the first person doesn’t answer, the call automatically moves to the next person on the list, and so on, until someone picks up or the flow reaches its end (for example, voicemail).

  1. Open the Call Flow Builder

    Go to Call handlingCall Flows and click Create, then From Scratch.

  2. Switch the routing step to Sequential

    On the routing step under New Call, click Sequential in the Ring options.

    Multiple✕
    Ring
    DialMultipleSequential1WeightedRound robin
    Instead
    Hang upVoicemail

    Rings every destination at once. The first to answer gets the call.

    2 destinations selected
    Sticky destinationsRepeat callers go to the destination that answered them within the look back period.
    Click Sequential (1) in the Ring options.

  3. Add destination numbers

    • Click Select Destinations.
    • Add at least 2 destination numbers. They ring in the order of the list: drag a number by its handle to move it.
    Sequential✕
    Ring
    DialMultipleSequentialWeightedRound robin
    Instead
    Hang upVoicemail

    Rings destinations one at a time, in order.

    2 destinations selected1
    Main office(415) 555-0110
    Emergency line(415) 555-0119
    Add Destination
    1Main office(415) 555-0110Ring 25 sec✕
    2Emergency line(415) 555-0119✕

    Drag to reorder. Each one rings for its set time before the next is tried.

    Sticky destinationsRepeat callers go to the destination that answered them within the look back period.
    Open the destination list (1) and tick the numbers to ring, at least two.

  4. Configure ring time and sticky destinations

    • Adjust how many seconds each destination rings in its Ring box (1), from 1 to 60. The default is 25 seconds; the last number in the list has no box.
    • Optionally turn on Sticky destinations (2): repeat callers go to the destination that answered them within the look back period.
    • If Sticky destinations are on, set how many days back the system should look in Look back (3), from 1 to 365 days. The default is 60.
    Sequential✕
    Ring
    DialMultipleSequentialWeightedRound robin
    Instead
    Hang upVoicemail

    Rings destinations one at a time, in order.

    2 destinations selected
    1Main office(415) 555-0110Ring 251 sec✕
    2Emergency line(415) 555-0119✕

    Drag to reorder. Each one rings for its set time before the next is tried.

    Sticky destinationsRepeat callers go to the destination that answered them within the look back period.2
    Look back 603 days
    Set each number's ring time (1), turn on Sticky destinations (2) and set the Look back days (3).

  5. Assign the call flow to tracking numbers

    Go to TrackingNumbers and assign the call flow to the relevant tracking numbers.

🎉 Done. Calls will now ring each destination in order until someone answers.

Detailed guide: Sequential Call Flow template
Detailed guide: Send unanswered calls onward
Detailed guide: Assign a call flow

Send unanswered calls onward

When a call goes unanswered at the first destination, Sequential routing automatically moves it to the next number on your list. Each destination rings for a defined number of seconds before the call advances, reducing missed calls without requiring any manual intervention.

  1. Open the Call Flow Builder

    Go to Call handlingCall Flows and click Create, then From Scratch, to create a new call flow, or click an existing one to edit it.

  2. Switch the Dial action to Sequential

    On the Dial block, click Sequential in the Ring options.

    Dial✕
    Ring
    DialMultipleSequential1WeightedRound robin
    Instead
    Hang upVoicemail

    Rings a single destination.

    Destination
    Main office(415) 555-0110
    Receive SMSAlso receive an SMS to your destination when supported by the tracking number.
    Click Sequential (1) on the Dial block.

  3. Add your destination numbers

    Click Select Destinations and add all the numbers you want calls to try in sequence.

    Sequential✕
    Ring
    DialMultipleSequentialWeightedRound robin
    Instead
    Hang upVoicemail

    Rings destinations one at a time, in order.

    2 destinations selected1
    Main office(415) 555-0110
    Emergency line(415) 555-0119
    Add Destination
    1Main office(415) 555-0110Ring 25 sec✕
    2Emergency line(415) 555-0119✕

    Drag to reorder. Each one rings for its set time before the next is tried.

    Sticky destinationsRepeat callers go to the destination that answered them within the look back period.
    Open the destination list (1) and tick each number, in the order calls should try them.

  4. Set the ring time per destination

    • Choose how many seconds the call rings at each destination before advancing to the next, in its Ring box (1 in the first view).
    • Optionally rename the call flow for easy identification: click its name at the top of the builder (1 in the second view).
    Sequential✕
    Ring
    DialMultipleSequentialWeightedRound robin
    Instead
    Hang upVoicemail

    Rings destinations one at a time, in order.

    2 destinations selected
    1Main office(415) 555-0110Ring 201 sec✕
    2Emergency line(415) 555-0119✕

    Drag to reorder. Each one rings for its set time before the next is tried.

    Sticky destinationsRepeat callers go to the destination that answered them within the look back period.
    Set how long each number rings (1) before the next one is tried.
    Unanswered calls onward1Call flow is valid. Assign to Tracking Number
    New Call
    Sequential
    2 destinations selectedMain office, then Emergency line
    Click the name (1) to rename the call flow.

  5. Assign the call flow to tracking numbers

    Go to TrackingNumbers and assign the call flow to the relevant tracking numbers.

🎉 Done. Unanswered calls will now automatically try the next destination in your sequence.

Detailed guide: Ring numbers in order
Detailed guide: Set up and listen to voicemail
Detailed guide: Assign a call flow

Split calls by percentage

Note

To use the templated setup instead, see: Weighted Call Flow template.

Weighted call routing distributes incoming calls across destination numbers according to percentages you define. Use it to match call volume to agent capacity, route by skill level, or split traffic between departments.

  1. Open the Call Flow Builder

    Go to Call handlingCall Flows and click Create, then From Scratch.

  2. Switch the routing step to Weighted

    On the routing step under New Call, click Weighted in the Ring options.

    Multiple✕
    Ring
    DialMultipleSequentialWeighted1Round robin
    Instead
    Hang upVoicemail

    Rings every destination at once. The first to answer gets the call.

    2 destinations selected
    Sticky destinationsRepeat callers go to the destination that answered them within the look back period.
    Click Weighted (1) in the Ring options.

  3. Add destination numbers

    • Click Select Destinations.
    • Add the numbers you want calls distributed to.
    Weighted✕
    Ring
    DialMultipleSequentialWeightedRound robin
    Instead
    Hang upVoicemail

    Splits calls between destinations by percentage.

    2 destinations selected1
    Main office(415) 555-0110
    Emergency line(415) 555-0119
    Add Destination
    Main office(415) 555-011050 %✕
    Emergency line(415) 555-011950 %✕
    Sticky destinationsRepeat callers go to the destination that answered them within the look back period.
    Open the destination list (1) and tick the numbers to share the calls.

  4. Set the distribution percentages

    Type the percentage for each destination in its % box. When you change one, Nimbata adjusts the destination above it (the last one, when you change the first) so the total stays 100%.

    Weighted✕
    Ring
    DialMultipleSequentialWeightedRound robin
    Instead
    Hang upVoicemail

    Splits calls between destinations by percentage.

    2 destinations selected
    Main office(415) 555-0110701 %✕
    Emergency line(415) 555-011930 %✕
    Sticky destinationsRepeat callers go to the destination that answered them within the look back period.
    Set each destination's share (1); the shares always add up to 100%.

  5. Assign the call flow to tracking numbers

    Go to TrackingNumbers and assign the call flow to the relevant tracking numbers.

🎉 Done. Calls will now be distributed across your destinations according to the percentages you set.

Detailed guide: Weighted Call Flow template
Detailed guide: Take turns between destinations
Detailed guide: Assign a call flow

Take turns between destinations

Round robin call routing sends each call to one destination and takes turns: the first call rings the first destination on your list, the next call rings the second, and so on, starting again after the last. With two destinations the calls alternate, A, B, A, B. Use it when teams or partners share a number and each must get the same number of calls, in strict turn.

Note

Weighted decides each call by chance, so the shares you set come true over many calls, and a short run can still send two calls in a row to the same destination. Round robin never does: each call goes to the destination that has waited longest.

  1. Open the Call Flow Builder

    Go to Call handlingCall Flows and click Create, then From Scratch.

  2. Switch the routing step to Round robin

    On the routing step under New Call, click Round robin in the Ring options.

    Multiple✕
    Ring
    DialMultipleSequentialWeightedRound robin1
    Instead
    Hang upVoicemail

    Rings every destination at once. The first to answer gets the call.

    2 destinations selected
    Sticky destinationsRepeat callers go to the destination that answered them within the look back period.
    Click Round robin (1) in the Ring options.

  3. Add destination numbers

    • Click Select Destinations.
    • Add at least 2 destination numbers.
    Round robin✕
    Ring
    DialMultipleSequentialWeightedRound robin
    Instead
    Hang upVoicemail

    Takes turns: each call goes to the next destination in order.

    2 destinations selected1
    Main office(415) 555-0110
    Emergency line(415) 555-0119
    Add Destination
    1Main office(415) 555-0110✕
    2Emergency line(415) 555-0119✕

    Drag to set the starting order. After that, each call goes to the destination that has waited longest.

    Sticky destinationsRepeat callers go to the destination that answered them within the look back period.
    Open the destination list (1) and tick the numbers that take turns, at least two.

  4. Set the starting order and sticky destinations

    • Drag a destination by its handle (1) to set the order the first calls follow. After that, every call goes to the destination that has waited longest, so the order only decides who starts. There is no ring time or percentage to set.
    • Optionally turn on Sticky destinations (2): a returning caller is routed to the destination that answered their last call and takes no turn, so the rotation waits for the next new caller.
    • If Sticky destinations are on, set how many days back the system should look in Look back (3).
    Round robin✕
    Ring
    DialMultipleSequentialWeightedRound robin
    Instead
    Hang upVoicemail

    Takes turns: each call goes to the next destination in order.

    2 destinations selected
    1Main office(415) 555-0110✕1
    2Emergency line(415) 555-0119✕

    Drag to set the starting order. After that, each call goes to the destination that has waited longest.

    Sticky destinationsRepeat callers go to the destination that answered them within the look back period.2
    Look back 603 days
    Drag the destinations into their starting order (1), turn on Sticky destinations (2) and set the Look back days (3).

  5. Assign the call flow to tracking numbers

    Go to TrackingNumbers and assign the call flow to the relevant tracking numbers.

🎉 Done. Calls will now take turns between your destinations.

How the turns are counted:

  • Each call rings one destination. If nobody answers there, the call does not move on to the next destination: use Sequential routing for that.
  • A call that cannot be connected (the destination is busy or rejects the call) does not use the turn. The next call rings that destination again.
  • A destination that has reached its call cap is left out until the cap clears; the others keep taking turns.
  • The turns belong to the call flow, not to a tracking number: every number that uses the flow feeds the same rotation.

Detailed guide: Split calls by percentage
Detailed guide: Assign a call flow

Start from a template

Two templates create a routing call flow for you, named automatically and filled with your project’s destination numbers: Sequential rings each for 25 seconds, and Weighted shares the calls evenly. You only check the numbers and, for Weighted, the percentages.

Sequential Call Flow template

Note

To build this call flow manually using the full Call Flow Builder instead, see: Ring numbers in order.

Sequential call routing directs incoming calls to your team one by one, in a defined order. If the first person doesn’t answer, the call automatically moves to the next, and so on, until someone picks up or the flow reaches its end.

  1. Open the template picker

    Go to Call handlingCall Flows, click Create, then select From Template.

  2. Choose the Sequential Call Flow template

    On Sequential Call Flow, click Use template.

    Call Flow TemplatesStart with a call flow template, customize as you go.
    Sequential Call Flow
    Ring multiple numbers one after the other until answered.AdvancedRouting
    Weighted Call Flow
    Distribute calls to multiple numbers based on percentage weights.AdvancedDistribution
    IVR Call Flow
    Let callers choose options from a menu to reach the right department.AdvancedInteractive
    Click Use template (1) on Sequential Call Flow.

  3. Check your destination numbers

    • The template is created and named automatically, with your destination numbers in the Sequential step.
    • Open the destination list (1) to add or remove numbers, drag them into the order they should ring, and set each one’s ring time.
    Sequential✕
    Ring
    DialMultipleSequentialWeightedRound robin
    Instead
    Hang upVoicemail

    Rings destinations one at a time, in order.

    2 destinations selected1
    1Main office(415) 555-0110Ring 25 sec✕
    2Emergency line(415) 555-0119✕

    Drag to reorder. Each one rings for its set time before the next is tried.

    Sticky destinationsRepeat callers go to the destination that answered them within the look back period.
    The template's Sequential step, filled with your destinations. Open the list (1) to change them.

🎉 Your Sequential Call Flow is ready. Assign it to a tracking number under TrackingNumbers to go live.

Detailed guide: Assign a call flow
Detailed guide: Send unanswered calls onward

Weighted Call Flow template

Note

To build this call flow manually using the full Call Flow Builder instead, see: Split calls by percentage.

Weighted call routing distributes incoming calls across destination numbers according to percentages you define. For example, 70% to Team A and 30% to Team B.

  1. Open the template picker

    Go to Call handlingCall Flows, click Create, then select From Template.

  2. Choose the Weighted Call Flow template

    On Weighted Call Flow, click Use template.

    Call Flow TemplatesStart with a call flow template, customize as you go.
    Sequential Call Flow
    Ring multiple numbers one after the other until answered.AdvancedRouting
    Weighted Call Flow
    Distribute calls to multiple numbers based on percentage weights.AdvancedDistribution
    IVR Call Flow
    Let callers choose options from a menu to reach the right department.AdvancedInteractive
    Click Use template (1) on Weighted Call Flow.

  3. Check destinations and set percentages

    • The template is created and named automatically, with your destination numbers sharing the calls evenly.
    • Change the numbers in the destination list if needed, and adjust the percentage in each % box (1). The shares always total 100%.
    Weighted✕
    Ring
    DialMultipleSequentialWeightedRound robin
    Instead
    Hang upVoicemail

    Splits calls between destinations by percentage.

    2 destinations selected
    Main office(415) 555-0110501 %✕
    Emergency line(415) 555-011950 %✕
    Sticky destinationsRepeat callers go to the destination that answered them within the look back period.
    The template splits calls evenly. Change a share (1) to weight one destination more.

🎉 Your Weighted Call Flow is ready. Assign it to a tracking number under TrackingNumbers to go live.

Detailed guide: Assign a call flow