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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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Please note that the user statuses that are considered "busy" are: in-call, wrap-up time, and after-call work
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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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⚠️ Please note that you need to enter at least three letters in the 'Ring to' box for a name to appear in the drop-down menu.
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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.
- ⚠️ 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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⚠️ When routing calls to external numbers using the Ring to widget, calls from anonymous or unknown numbers are now represented with the industry-standard default number +266696687 in the "FROM" field. This ensures that such calls are successfully routed, even in cases where carriers may block anonymous caller IDs. This update does not affect the anonymity of the original caller.
⚠️ 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.
⚠️ Please note that we can only ring users for 1 minute on the iOS app, due to the mobile SDK restrictions, regardless if the ringing time was set for longer in the Aircall number's call distribution flow.