How to enable sequential call routing

Why should you use sequential call routing?

Sequential call routing offers a simple yet effective way to control how calls are distributed across your team:

• Guaranteed coverage: You define a call path that ensures someone always gets the chance to answer.
• Fair call distribution: Instead of blasting all agents at once, calls are distributed based on order.
• Improved customer experience: Your callers won't be overwhelmed with ringing phones or confused by unclear call handling.

What is sequential call routing?

Sequential call routing means that incoming calls are directed to your team members one by one, in a specific order that you define. If the first person doesn't answer, the call is automatically forwarded to the next person on the list, and so on, until someone picks up or the call flow reaches its end (e.g., voicemail).

How to activate sequential call routing

Step 1. Go to Tracking > Call Flows.

Step 2. Click on the '+ Add' button on the right side to create a new call flow with sequential call routing, or click on an existing one to add it to it.

Step 3. Click on the '+' plus button and select the 'Sequential' routing option from the call-flow actions menu.

Step 4. Click on 'Select Destinations' and add as many Destination Numbers as you need (minimum 2 numbers).

Step 5. Adjust seconds to ring (25 seconds by default) and select whether the destinations should be sticky or not. When selected, sticky destinations make it so a caller is routed to the same person who picked up last time. You can edit how many days back you want the sticky destination feature to look to.

Step 6. Once you have completed your call flow setup, go to Tracking > Numbers and assign the new call flow to your tracking numbers.

That’s it! Now your calls will be distributed according to your preferences.

Updated on: 01/08/2025