Set Up Round Robin Dialing

Round Robin dials phone numbers one at a time in rotation, distributing calls evenly among team members. This ensures fair call distribution and helps balance workload across multiple recipients.

Before you start, see Configure a Dial Step in a Call Flow for an overview of Dial Step settings.

How It Works

When a call reaches a Dial Step configured with Round Robin:

1. WhatConverts dials the first phone number in your list.
2. If that recipient doesn't answer (or is busy), the call moves to the next number.
3. The next incoming call starts with the second number in rotation.
4. After reaching the last number, the rotation cycles back to the first number.

This ensures each team member receives an equal share of calls over time, preventing any single person from being overwhelmed.

Configure Round Robin in a Dial Step

To use Round Robin for call routing:

1. Go to "Tracking" from the top menu and select "Calls".
2. Choose "Call Flows".
3. Find the Call Flow you want to edit and click "Edit".
4. Click the pencil icon on the Dial Step where you want to use Round Robin (or add a new Dial Step).
5. Under "How should the call be connected?", select "Round Robin".
6. Under "Who should receive the call?", add phone numbers for all recipients who should be included in the rotation:
   • Select Type (SIP or Phone)
   • Enter the Destination phone number
   • Add Extension if needed.
   • Click "+ Add Recipient" to add additional phone numbers
7. Configure other Dial Step settings (ring duration, whisper messages, caller ID, etc.) as needed.
8. Click "Save" to apply your changes.

Incoming calls will now be distributed evenly across all configured numbers in rotation.

When to Use Round Robin

Use Round Robin when:

• Fair distribution is important: Sales teams where commissions matter or support teams where workload balance matters.
• You want to track individual performance: Round Robin assigns each call to a specific person, making accountability clear.
• Team members have similar skills: All recipients can handle the call equally well, so order doesn't matter much.
• You need predictable rotation: Knowing who gets the next call helps with scheduling and capacity planning.

Round Robin vs. Multi-Ring

Round Robin and Multi-Ring are both call distribution methods, but work differently:

Round Robin:

• Dials one number at a time in rotation
• Distributes calls evenly across team members
• Best for fair call distribution and workload balancing
• Tracks which team member received which call

Multi-Ring:

• Rings all numbers simultaneously
• First person to answer gets the call
• Best for speed and minimizing wait time
• No individual call distribution tracking

Related Topics

• Configure a Dial Step in a Call Flow
• What are Call Flows?
• Use Multi-Ring in a Call Flow
• Set Up an Incoming Call Flow