To make or receive calls and SMS (when eligible), new users must be assigned to a number on your Aircall account. This assignment is managed through the Call Distribution of that number in the Smartflows editor.

This article explains how to:

  • Add users, teams, and numbers to a call distribution
  • Remove users and teams from a call distribution
  • Troubleshoot when you cannot add a user or team via the Add teams or users button

How Call Distribution works with Smartflows

Call distribution defines how incoming calls are routed to users, teams, or numbers. You manage it in the Smartflows editor for each number.

When you add a user or team in the call distribution:

  • The Assigned Users and Teams field under the Teams & Users tab is updated.
  • Those users and teams automatically appear in the Teams & Users page for that number.
Note: If you want to use the number for outbound calls only, or allow certain users to view and monitor call activity on the number without making or receiving calls, please refer to the article Enabling your number for call and data access for step-by-step instructions.

Add users, teams, or numbers to a call distribution

Follow these steps to add a user, team, or number to the call distribution so they can make and receive calls on that number.

Important: Before configuring your number and adding your users, teams or numbers to a call distribution, you need to set up your users and teams first. For more information, please see the articles in our Users & Teams section.

Steps:

  1. Go to the Admin Dashboard > Numbers.
  2. Select the number you want to assign users to.
  3. Click Call Distribution, then click Edit (top right, green button).
    • This opens the Smartflows editor, where you can customize how incoming calls are routed.
Call distribution view
  1. In the editor, click Add Widget and select the Ring to widget.
image showing ring to widget
  1. Select if you want it to ring to an User, a Team, an Internal or External Number.
  2. In the input field, type the name of the user, team, or (internal or external) number you want calls to be routed to. Ensure the name is typed with correct punctuation so it can be found.
Image showing the ring to settings
  1. Adjust the widget’s settings as needed (for example, ring duration). For more details on configuring the Ring to widget, see our article Smartflows routing overview.
  2. When finished, click Publish (green button, top right) to save your changes.

After publishing:

  • The users and teams added via Ring to are now included in that number’s call distribution.
  • They automatically appear in the Assigned Users and Teams field under the Teams & Users tab.

Remove users and teams from a call distribution

Follow these steps to remove a user or team so they are no longer connected to a number.

Steps:

  1. Go to the Admin Dashboard > Numbers.
  2. Select the number linked to the user or team you want to remove.
  3. Click Call Distribution, then click Edit (top right, green button). This opens the Smartflows editor, where you can make updates.
  4. In the editor, click the three dots next to the user’s or team’s name and select Delete step.

Once deleted from the call distribution, the user or team will no longer be connected or associated with the number.

For more information about the Ring to widget, please see our article Smartflows Widgets: The Ring to widget.

Cannot add a user or team to call distribution

When an admin clicks Add teams or users on the number page, they may be redirected to the Call Distribution tab instead of adding users directly.

In this case, the admin intends to add users, teams, or numbers to the number’s routing flow, but clicking Add teams or users just redirects them to the Call Distribution page.

Why this happens

  • The Add teams or users button correctly redirects you to the Smartflows editor, which is where users and teams are added to routing.
  • The Teams & Users page is not where routing is managed. It is only used to add Call and data access users who need to make outbound calls or view data, but not receive incoming calls through call distribution. For more information, please see Enabling your number for call and data access.

How to fix it

To assign a user or team to a number so they can receive calls:

  • Edit the call distribution directly in the Smartflows editor.
  • Add the user or team using a Ring to widget.
  • Once added, the users and teams will automatically appear in the Teams & Users page for that number.