Ringba uses Priority and Weight to intelligently route calls to Targets. You configure the Priority and Weight when you create the Campaign. When you choose Priority (Standard) in the Call Routing section on the Campaign Settings or when you create a new Routing Plan for a call flow, you can set the Priority and Weight for each Target.
Target Priority
When multiple Targets are eligible to receive calls, the Priority determines which Targets the system chooses first. A smaller number in the Priority field means a higher priority; for example, the system chooses a Target with a Priority of 1 before a Target with a Priority of 2. Ringba always chooses a Target with the the highest priority and moves on to the next-highest priority only if the Target doesn't answer. If multiple available Targets have the same Priority, Ringba routes a portion of calls to each. The Target Weight, described below, lets you control the proportion of calls each highest-priority Target receives.
Example: Routing Calls using Target Priority
Two Targets are eligible to receive calls based on the Target settings, such as hours of operation, capacity settings, and concurrency settings.
- Target Alpha has a Priority of 1
- Target Beta has a Priority of 10
Ringba selects Target Alpha because a Priority value of 1 is a higher priority than a value of 10.
Target Weight
When multiple eligible Targets have the same Priority, the Weight determines what proportion of the incoming calls each Target receives. If you have two Targets with the same priority, Ringba uses weight to balance the routing between the Targets. Target Weight lets you add a Target to a campaign and adjust its relative priority without re-organizing numerous other Targets for Campaigns with large Target lists.
Example: Routing calls to Targets with the same Weight
Two Targets with a Weight of 10 each receive calls equally (i.e. each Target receives 50% of calls routed). If you have only two eligible Targets with the same Priority and Weight, they will share the calls 50-50.
Example: Routing calls to Targets with different Weights
Three Targets, Alpha, Beta, and Gamma, all have the same Priority of 1.
Target Alpha has a Weight of 7,
Target Beta has a Weight of 2.
Target Gamma has a Weight of 1.
In 100 calls, Target Alpha gets 70 calls; Target Beta gets 20 calls, and Target Gamma gets 10 calls.