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Call routing

Ring policies

Choose how queued calls reach agents: ring all, round robin, fewest calls, or longest idle.

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A ring policy is the rule that decides which person on your team receives the next call. When a call arrives at a queue, Voxbi does not just ring someone at random. It applies the policy you chose and offers the call to the right agent at the right moment, every time.

For teams that share a phone line (support desks, sales teams, shared reception), getting this right is the difference between a balanced workload and a situation where the same person answers all day while others sit idle.

When you'd use ring policies

  • A support team of six shares one inbound line and needs calls spread fairly so no single agent handles a disproportionate share of the day's volume.

  • A small reception desk wants every available phone to ring at once so the fastest person can grab the call quickly, even during busy periods.

  • A sales queue needs calls to go to the agent who last had a break from the phones, ensuring the team rotates through enquiries without anyone burning out.

How ring policies work in Voxbi

  1. Open the queue in the Voxbi Cockpit

    Go to Queues and select the queue you want to configure. The ring policy is a dropdown in the queue dial parameters section.

  2. Pick the policy that fits your team

    Five options are available: ring everyone at once so the first to pick up takes the call; round robin, which moves through agents in a fixed order; fewest calls, which targets whoever has answered the least calls in the session; least recent, which targets whoever has been idle the longest; and random, which selects an available agent without a pattern.

  3. Set the ring duration and wrap-up time

    Choose how long each agent's phone rings before the system tries the next one. Add a wrap-up period so agents have a moment to finish notes before the queue offers them another call.

  4. Combine with status filters

    The queue only rings agents whose presence status matches what you configure, for example only those logged in as an agent. This means the policy applies only to people who are actually available, not everyone assigned to the queue.

The policy takes effect immediately for every call that enters the queue. You can change it at any time without interrupting ongoing calls.

Frequently asked questions

Which policy is best for a small, always-available team?

Ringing everyone at once is the most common choice for small teams where most agents are free most of the time. The first person to pick up wins, and callers wait the shortest time. As the team grows and call volume increases, round robin or fewest calls spreads the load more deliberately.

What is the difference between fewest calls and least recent?

Fewest calls looks at the total number of answered calls for the session and routes to whoever has the lowest count. Least recent ignores volume and simply targets the agent who has gone the longest without answering a call. Both aim for fairness, but fewest calls corrects for agents who took many short calls, while least recent corrects for those who took a long call and then had no others.

Can I switch policies without losing queue members or settings?

Yes. The ring policy is a single dropdown field in the queue configuration. Changing it does not affect which agents are in the queue, what hold music plays, or how the call flow uses the queue.

Does the policy apply to agents who are on another call?

You control this separately. The setting for ringing busy members decides whether the system will try an agent who is already on a call. If you leave it off, the policy only distributes calls to agents who are free.

More call routing features

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Give agents time after each call to tag, log, and prepare before the next conversation.

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Keep your existing SIP trunk provider and combine carriers for redundancy.

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Call priority

Move designated VIP callers to the front of the queue automatically.
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