> ## Documentation Index
> Fetch the complete documentation index at: https://help.withallo.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Call Routing
> Configure how calls reach you and your team
## What is call routing
Call routing controls how incoming calls are distributed to you and your team members. Choose between ringing everyone at once or sequential ringing.
**Available routing methods:**
* Simultaneous - Ring everyone at once
* Cascade - Ring one after another
Routing rings **users** (people with Allo accounts), not phone lines. If you're new to how numbers and users work together, [start here →](/en/get-started/numbers-and-users)
***
## Routing methods
## Ring everyone at once
All team members ring simultaneously. First person to answer gets the call, others stop ringing automatically.
**Best for:**
* Small teams (2-5 people)
* Fast response needed
* Customer support
* Sales teams
**How it works:**
1. Call comes to your Allo number
2. All assigned team members ring
3. First to tap "Answer" gets the call
4. Their phones stop ringing
**Setup:**
1. Desktop > Settings > Call routing
2. Select "Simultaneous Ringing"
3. Choose who to include
4. Select what happens if no one answers
5. Save settings
Perfect for ensuring no call goes unanswered during business hours.
## Ring sequentially
Ring team members one at a time in priority order. If first person doesn't answer, moves to next.
**Best for:**
* Priority-based routing
* Backup coverage
* Escalation paths
* On-call schedules
**How it works:**
1. Call rings Person A for 20 seconds
2. If no answer, rings Person B for 20 seconds
3. If no answer, rings Person C
4. Continues through list
5. Final destination if no one answers
**Setup:**
1. Desktop or Mobile > Settings > Call routing
2. Activate "Call routing"
3. Select "Cascade Ringing"
4. Set ring duration
5. Choose who to include
6. Arrange team members in order
7. Select what happens if no one answers
8. Save settings
**Ring duration options:**
* 5 seconds to 60 seconds
Drag and drop to reorder team members in cascade sequence.
***
## Combine with other features
### Routing + IVR
**Route based on menu selection:**
Press 1 (Sales) → Sales team (simultaneous)\
Press 2 (Support) → Support team (cascade)\
Press 3 (Billing) → Billing person
**Setup:**
1. Create IVR menu
2. Assign each option to team or person
3. Configure routing per destination
[Setup IVR menu](/en/features/ivr)
### Routing + Business Hours
**Different routing by time:**
**During hours:**
* Simultaneous to full team
**After hours:**
* Cascade to on-call only
* Or voicemail
* Or AI Receptionist
**Setup:**
1. Configure business hours
2. Set "during hours" routing
3. Set "outside hours" routing
4. Test both scenarios
### Routing + Gatekeeper
**Screen before routing:**
1. Gatekeeper asks caller name
2. You see info before answering
3. If you decline → Routes to next person in sequence
4. If no one accepts → Voicemail
**Perfect for:**
* Filtering sales calls
* Screening unknowns
* Priority handling
[Learn about Gatekeeper](/en/features/gatekeeper)
***
## For teams
### Assign team members to numbers
**Multiple numbers, different routing:**
**Main line (555-0100):**
* Ring all sales reps simultaneously
* 9 AM - 6 PM
**Support line (555-0200):**
* Ring support team in cascade
* 8 AM - 8 PM
**Direct lines:**
* Each rep has own number
* Personal business hours
**Setup:**\
Configure routing separately for each number.
***
## Best practices
### Optimize response time
**Goals:**
* Answer within 3 rings (15 seconds)
* Maximum 30 seconds before voicemail
* No more than 2 handoffs
**Tips:**
* Use simultaneous for small teams
* Keep cascade lists short (max 3 people)
* Set realistic ring durations
### Test your setup
**Before going live:**
1. Call during business hours
2. Call outside business hours
3. Test with busy team members
4. Verify voicemail fallback
5. Check notifications work
**Monthly:**
* Review routing efficiency
* Update team member order
* Adjust ring times
* Optimize rules
### Communicate with team
**Everyone should know:**
* How routing works
* Their position in sequence
* Expected response time
* What to do if unavailable
**Best practice:**\
Document routing rules and share with team.
***
## Troubleshooting
**Check:**
* Team members are added to number
* Routing is enabled
* Team members have active Allo accounts
* They're not all on Do Not Disturb
**Test:** Call the number while monitoring team devices.
**Verify:**
* Team members are in correct order
* Ring duration is set
* Final destination is configured
* Each person has valid number
**Common issue:**\
If someone's phone is off, it may not skip to next person. Ensure "skip if busy" is enabled.
**Check:**
* All team members are selected in routing settings
* They have notifications enabled
* Their app is up to date
* They're logged in
**Solution:**\
Have missing team members log out and back in.
**Adjust:**
* Increase ring duration
* Add more team members to sequence
* Check business hours aren't closing early
**Recommended:**\
Minimum 20 seconds per person in cascade.
**Verify their setup:**
* Allo app is installed and logged in
* Notifications are enabled
* Not on Do Not Disturb
* Internet connection active
* They're included in routing rules
[Connection troubleshooting](/en/support/common-issues#connection-problems)
***
## Related features
Route by menu selection
Time-based routing
Transfer live calls
Add and manage team members