Skip to content
Our partner software
DialerDay

Ring Groups & Skills-Based Routing

Skills-based routing and ring groups for every call

Send Spanish speakers to Spanish speakers and Texas leads to agents licensed in Texas. Ring groups decide who rings and in what order; overflow decides what happens when nobody picks up.

Start dialing free See all features

Why it matters

What ring groups & skills-based routing does for your team

  • 01

    Six ring strategies

    All at once, one at a time, round robin, longest idle, fewest calls or best skill match, per ring group.

  • 02

    Overflow that never dead-ends

    Voicemail, the next ring group, a forward number or the queue, up to five hops. Loops are refused when you save.

  • 03

    Outbound lead distribution

    Campaigns can assign lead owners round robin and route leads by skill. Leads in a state nobody is licensed for wait instead of reaching the wrong rep.

How it works

  1. 1

    Add skills

    Licensed states, languages and your own skills, with a 1–10 level per agent.

  2. 2

    Build ring groups

    Members, ring order and what happens when nobody answers.

  3. 3

    Point calls at them

    Use a group from a number, an IVR step or a campaign.

Spec sheet

  • Skill levels 1–10 per agent
  • Custom skills matched to lead tags
  • Teams for routing, text visibility and campaign access
  • Answered-call overflow to a free teammate (per campaign)
  • Company holidays, with public holidays in one click
  • Ring groups and waiting callers on the wallboard

FAQ

Ring Groups & Skills-Based Routing questions

What is skills-based routing?

Routing calls and leads to the agents best able to handle them: the right license, the right language or the right product knowledge, with higher skill levels rung first.

What happens to a lead in a state nobody is licensed for?

It waits in the campaign instead of going to an unlicensed rep. Leads without a state can go to anyone.

Combo moves

Works great with

Try ring groups & skills-based routing today

Connect your Twilio account, import a list and start a parallel session in minutes. No desk phones, no downloads.

Create your account