Setting up your phone numbers correctly is a key step in preparing your team for success with Aircall. This article explains how call routing (Smartflows) works in Aircall Dashboard, including availability logic, routing principles, and ringing rules, so you can configure numbers that efficiently connect callers to the right users or teams.

What is call routing

Call routing is the system Aircall uses to dispatch incoming calls based on user availability and predefined distribution rules. By understanding Aircall routing logic and ringing rules, you can ensure calls are delivered to the appropriate users or teams according to criteria such as business hours, availability, and skills.

In Aircall, routing is based on three main elements:

  • Operational availability
  • Routing principles and logic
  • Ringing rules

Operational availability

User availability states

In Aircall, a user can be in one of the following states: Available, In a call, In wrap up time or after call work, Unavailable, Offline

When selecting Unavailable, users must also choose a reason: On a break, Out for lunch, In training, Back office, Other

These states are grouped into three routing statuses that determine how calls are handled.

Routing availability statuses

Available

  • The user is connected to an app (desktop, web, or mobile), or has forward to device enabled
  • The user is not in a call, wrap up time, after call work, outside working hours, or set to Do not disturb

Busy

  • The user is in a call
  • The user is in wrap up time or mandatory call tagging

Unavailable

  • The user is set as Unavailable
  • The user is outside working hours
  • The user is offline (app closed or device asleep)
Tip: Assigning more users or teams to a number increases the likelihood that calls are answered and reduces missed calls.

Routing principles and logic

When an incoming call arrives and at least one user is available, Aircall distributes the call to that user. The call rings on all applications the user is signed into, as well as any enabled forwarding devices. The same availability status applies across all devices.

Calls are distributed on a first in, first out basis. Older calls are prioritized and dispatched first as users become available.

If a user belongs to multiple teams or is assigned to multiple lines, they are re included in routing as soon as they become available again. This also applies when a user finishes a call, wrap up time, or mandatory call tagging.

If all assigned users or teams are busy or unavailable, the call remains in the queue for the configured queuing time. Depending on your settings, at least one busy user may be required for the call to stay in the queue. By default, if no users are busy and all are offline or unavailable, the call skips to the next step in the flow.

If no users become available, calls may be routed to voicemail or an absence message and will appear as missed calls for assigned users.

Ringing rules for teams

When routing calls to teams, you can choose from three ringing rules. If a single user is assigned directly to a number, you can set how long the call rings, from 10 seconds up to 3600 seconds.

For more information about the team feature, please see our article How to use Aircall's team feature.

Random

Aircall selects a random available user in the team. Busy users are added back into the distribution if they become available before the team queuing time ends. Each selected user rings for 25 seconds before the call moves to another random user.

Simultaneous

Aircall rings all available users at the same time and waits for busy users to become available before the end of the team queuing time.

The number of users rung simultaneously depends on the ringing timeout. Aircall processes ringing at a fixed rate of approximately 300 agents per minute. Larger teams require longer queuing times to ensure all users are rung. For example, a team of 500 agents requires at least 1 minute and 30 seconds of queuing time.

Longest idle

Aircall rings the user who has been idle the longest for 25 seconds. If they do not answer, the call rings the next longest idle user. For more information, please see our article Longest Idle Time.

Note: Due to mobile operating system limitations, calls can ring for up to 10 minutes on Android and 1 minute on iOS, even if the queuing time is set longer.

Common routing scenarios

Declining a call

If a user declines a call, the call will never ring to that user again, even if they become available later. The call continues through the queue to other users or teams.

Becoming available during wrap up or tagging

If a user finishes wrap up time or mandatory tagging while calls are waiting, the next waiting call will ring to that user.

All users in after call work

If all assigned users are in wrap up time or mandatory tagging, calls wait in the queue until a user becomes available or the queuing time expires.

All users unavailable or offline

If all users are unavailable or offline, the call skips them and rings only available users if any exist.

Multiple applications

If a user is logged into multiple applications, such as desktop and mobile, the call rings on all applications at the same time.

Ringing rules for numbers

Each Aircall number includes additional routing options.

Respect queuing time

When enabled, calls remain in the queue for the full queuing time set for each team, regardless of agent availability changes. For more information, please see our article Respect Queuing Time - RQT.

Priority line

When enabled, calls to that number are prioritized over calls from non priority numbers. For more information, please see our article Priority Lines.

Using additional devices with call routing

Users who rely on the mobile app or forward to device can still receive calls as long as they are connected and marked as available. Calls ring to all connected devices using the same routing logic.

Please see our article Using Aircall’s Forward to external number feature for more details.

Important: The forward to device feature is intended for users who do not use the mobile or desktop applications. It cannot be used at the same time as the mobile app.

Call routing variables to consider

The effectiveness of your routing setup depends on several factors:

  • Number of agents staffed
  • Agent specialization, such as skills or languages
  • Call volume

Reviewing whether to use teams or individual users, and selecting appropriate ringing rules, helps optimize call handling and improve the caller experience.