How to route calls to multiple destinations

Multiple call routing helps you be efficient and route customers to the right agent. By activating it, you:

Improve customer experience: Route calls to the right agent based on skills, language, and department, and resolve issues quickly.
Reduce wait times: With multiple call routing, your callers speak to an agent without holding the line for long. The system automatically distributes calls to available agents.
Increase agent productivity: When agents receive calls that match their expertise, they can resolve issues faster and handle more calls overall.

Step 1. Go to Tracking > Call Flows.

Step 2. Click on the '+ Add' button on the upper right corner.

Step 3. Click on the '+' plus button and select the 'Multiple' option from the right side menu.

Step 4. Click on 'Select Destinations' and add as many numbers as you want.

Step 5. When you are done setting up your call flow, go to Tracking > Numbers and assign the new call flow to your tracking numbers.

And you are done! Now, every call coming through those tracking numbers will follow the Multiple routing pattern.

Updated on: 04/08/2025

Was this article helpful?

Thank you!