Call distribution and redirection allows you to manage how incoming calls are routed and shared among your team. In this guide, you’ll learn how to set up redirection to Ringover Users, add agents to your standard, and configure smart call distribution rules to improve call handling.

Configure call distribution and user redirection

Use call distribution and redirection settings to forward calls to your team members and customize how incoming calls are shared.

1. Access your IVR scenario settings

Open your interactive voice response builder to adjust call routing for your team members.

1. Go to your IVR's page.
2. Click on 'Edit' for the IVR you want to configure.
3. Click "Configure" to modify the corresponding scenario.

2. Select the Ringover users for redirection

Navigate to your keypad or step configuration to set up forwarding to your users.

1. Click on the gear icon of the keypad option or scenario step you want to modify
2. Scroll to the "Redirect to" section
3. Select "Smart Users" or "Advanced users" based on their licences from the drop-down menu.
4. Click on "Add a user"
5. Select the user to whom the call will be redirected from the drop-down menu
6. Click "Add this user"

💡We recommend at this stage that you also create a greeting to give your callers a professional welcome.

3. Define rules for call distribution

Choose how incoming calls are distributed among your added team members.

Simultaneous

• What it is: A call will ring on the devices of all designated users at the same time.
• When to use it: Use this when you want any available agent to pick up as quickly as possible.

Cascade (🔗 How to set up cascading call forwarding in your IVR)

• What it is: A call is forwarded to one person at a time, ringing on the device of the next if the first person does not answer (in a predetermined order, at random, or according to precedent).
• When to use it: Use this to establish a clear order of priority among your team members.

At regular intervals 

• What it is: A call is forwarded to one person at a time (in a predetermined order, at random, or according to precedent), ringing for a pre-set number of seconds.
• When to use it: Use this to distribute calls evenly while giving each agent a specific time window to answer.

Smart (🔗 How to use the Smart Routing in your IVR)

• What it is: Uses data from your tools via the API (such as contact assignments in your CRM, agent skills, etc.) to determine which agent should receive the call.
• When to use it: Use this for advanced routing that matches callers with the most qualified agent.

🎉 You now know how to configure call distribution and redirection, and can ensure your callers are always routed to the right team members efficiently!