Round Robin

Using a round robin step, you can sequentially route phone calls to multiple destination numbers in a queue. You can set a specific amount of time that each number in the queue should ring before moving on to the next number. You can also use CallRail’s Round Robin feature with a weighted distribution, so certain destination numbers take calls more often.

Getting Started

Once a call is answered by a number or agent within the round robin step, all future calls from the same customer/telephone number will route to the same destination that originally answered the call.

After your call flow is set up, you’ll assign it to the appropriate tracking numbers. You can assign the same call flow to multiple tracking numbers. We recommend placing a test call from a telephone number that’s not included in your call flow to ensure your calls are routing as expected.

Create a Round Robin Step

Call flows are company-specific in your account. Follow the instructions below to create a call flow with a round robin step in the company of your choice.

  1. Choose the company where you’d like to use a Round Robin step.

  2. Click Tracking at the top of the page.

  3. Select your Call Flows from the Calls & Texts menu on the left.

  4. Create a new call flow by clicking + Create New Call Flow. You can also click the pencil icon to Edit an existing call flow.

  5. Name your call flow at the top of the page.

  6. Choose your call recording preference. Slide the toggle to ON to record all calls to this call flow. Keep the toggle OFF if you don’t want calls to this flow recorded.

  7. Select Round Robin from the list of available steps.

  8. Enter the destination numbers or Agents you want to ring in your queue. The phone numbers entered in the round robin step must match the country selected at the top of the call flow and must all be from the same country.


  9. Choose the duration that each number should ring for before moving on to the next number in the queue.

  10. Click the checkbox if you'd like to prevent voicemails and automated systems from answering a call.

  11. Select the checkbox if you'd like to route calls using a weighted distribution. Then, enter a number for the "weight," or how often calls should be routed to this destination number. (For example, 10% of calls to destination #1, and 90% of calls to destination #2). This step is optional.

  12. Indicate what should happen next in the drop-down menu at the bottom of the Round Robin step.

  13. Continue configuring your call flow to your personal preference. Then, click Save at the top of the page to save your call flow.

Assigning Your Call Flow

Once you’ve created your call flow, you’ll assign it to your tracking numbers. Since your call flows can be shared, you’re able to assign a single call flow to multiple tracking numbers within the same company in your account. When you assign a call flow to a tracking number, your call routing updates immediately.

Call Flows can only route to a destination number in the country selected at the top of the call flow, or a US/Canada number.

  1. Choose the company whose call flow you’d like to assign to a tracking number.

  2. Click Tracking at the top of the page.

  3. Under the Destination column, use the drop-down menu to select a call flow to assign to a tracking number.

  4. Click Save and update call flow on the prompt.