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This widget allows you to configure to which user, team, or phone number the caller will be passed to in the next step of the call flow.
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Please note that this widget can be used both for passing the call to internal Aircall phone numbers or to external phone numbers.
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Within this widget configuration options you will be able to select either:
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Individual Aircall users
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Aircall Teams
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External phone number
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Internal phone numbers (Aircall numbers)
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When selecting to ring to a User, you will have the following options:
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Ring for: Set the time that a caller will wait before moving to the next flow widget if the selected Aircall user does not pick up the call. You can set up a ring to time between 5 and 3600 seconds.
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Ring even if busy: When this toggle is OFF, and the user is busy, the call will immediately move to the next step without waiting for the user to be available again. If this toggle is ON, and the user is busy, the call will wait in the queue for the defined ring to time. If the user becomes available during this time, the call will ring to them.
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When selecting to ring to a Team, you will have the following options:
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Ring for: Set the time that a caller will wait before moving to the next flow widget if the selected Aircall Team does not pick up the call. You can set up a ring to time between 5 and 3600 seconds.
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Ringing rule: Choose between 3 types of ringing configurations: Simultaneous, Randomly, and Longest idle time. For more information on the ringing configurations, please visit: Understanding Call Routing
- Ring even if busy: When this toggle is OFF, if all of the team's users are busy, the call will immediately move to the next step without waiting for them to be available. If this toggle is ON, and all of the team's users are busy, the call will wait in the queue for the defined ring to time. If any of the users becomes available during this time, the call will ring to them.
- Ringing time per agent: Choose the maximum time that the call will ring to each of the team members before going to the next flow step if none of the team members pick up the call.
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When selecting ring to an Internal number, the call will be redirected to one of your Aircall numbers.
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When selecting ring to an External number, the call will be redirected to a phone number that does not belong to your Aircall account.
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The number that will be shown when the external number receives the will be the original caller's number.
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⚠️ Be aware that after a call rings to an external number, it will be not possible to add any other widgets as the call will have be sent outside the Aircall call flow.
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⚠️ Please note that if no other widgets are included in the call flow and the agent or team configured is unavailable, the call will ring once and drop. This can be alleviated by adding another Ring To widget or a Voicemail widget in order to continue routing the call.