Live Transfer Number Directory: Round Robin

This guide provides essential instructions for setting up a Live Transfer Number Directory using a Round Robin system, ensuring efficient call distribution among team members based on their availability.

SalesAi Resource Enablement
20 steps
3 minutes

Salesai

Calls will be distributed in a rotating order among **available team members** based on their **working hours**, ensuring seamless coverage. If someone is unavailable, the system will automatically **skip to the next available person**, maintaining continuous service.

**Note:** Individual/Department numbers must be inputted within the Number Directory prior to this step. To learn how, check out these resources- Number Directory!

Navigate to [SalesAi](https://app.salesai.com/)

Over on the left-hand side, click **AI Voice.**

Click **Agents.**

Navigate to your preferred agent, whether you're creating a new one or editing an existing agent.

**Within agent creation (whether inbound or outbound), the Call-to-Action options will be found on Step 3- Call Flow.**

Step 3- Call Flow

Scroll down to the bottom where it states, **Call to Action.**

Click to **toggle on** Call to Action! This will be a navy color.

You will first set your Primary Call to Action! Click the **drop down arrow.**

Click **Live Transfer - Number Directory.**

Select the Call Routing - **Round Robin.**

First you will select the **Primary contact!** Your agent will attempt a live transfer to this number first. **Check the box** to the left of the Individual/Department you wish your Agent to use for Live Transferring.

**Note: Only numbers within the Number Directory will appear in the drop down menu.**

To add additional individuals or departments, simply type their names into the field to the right of your Primary selection.

Select the desired individual/department! **Note:** Avoid clicking "Set as Primary" unless you want this contact to become the primary, as it will override your previous Primary selection.

**Note: You may have more than two contacts added.**

The Round Robin feature routes calls to team members based on their availability, rotating through set working hours. If someone is unavailable, the system skips them and moves to the next available person in the rotation. **You can set the time parameters below.**

Start by setting the time parameters for your Primary transfer.

First, choose your Primary transfer's **Timezone by using the drop down arrow.**

Next, choose your **Primary transfer's days/hours.** By default, time parameters are set to Monday through Friday, 9 AM to 5 PM.

**Start Time:** The specified time indicates when calls will begin transferring to this number on the selected day and within the designated time zone. **End Time:** The end times is when calls will stop being transferred to this number.

To delete a day/time, click the **Red Trash Icon** to the right. To add more days/times, click **+ Add Hours.**

If you wish to have all your transfers to have the same days/hours, click **Copy to All Selected Numbers** in the upper right-hand corner.

**If you'd like each selected individual or department to have separate availability hours, simply scroll down to set custom hours for each additional contact.** **Example:** If your Primary contact is available Monday–Friday from 9 AM to 12 PM, and a call comes in outside those hours, the agent will move to the next contact in the list to check for availability. This process continues until a match is found.

To set different days/times for a separate transfer option, **scroll down to find the next individual/department.** Set the timezone and designated days/hours.

Once you've inputted the hours for your transfers, input a **Transfer Phrase.**

Note: **This must end in a question in order for the agent to successfully transfer the call.** The suggested text listed is recommended.

Proceed building your agent.