Round-Robin Call Routing by Region in mConnects

In mConnects, when you configure the Auto Route option, you can enable round-robin routing for multiple US senators within a specific region.

1. Navigate to PHONE CALLS> mConnects.

2. Click +NEW MCONNECT.

The New mConnect page opens.

1. In the “Auto Route” drop down, select US Senator.

1. Click Show Advanced Targeting.

1. Under Advanced Targeting, select the Round Robin radio button from the list of available regions for senators auto-routing.

When you use round-robin call routing in mConnects, calls are shared across multiple contacts/senators within a US region. Each call will be forwarded to next available senator in the rotation.

The round-robin method rotates through the available senators for the selected region, not individually by user or profile. As a result, the same profile can be routed to the same senator more than once, irrespective of the profile from where the call is coming.

Note: Round-Robin is region-based, not profile-based. Whether a call comes from the same profile or a different one, each new call is always routed to the next senator in the rotation

For example:

Both Alex (Profile 1) and Jordan (Profile 2) belong to the same region: Florida (FL). Florida has two senators: Senator A and Senator B.

• A call from Alex is routed to Senator A.

• The next call, from Jordan, is routed to Senator B.

• When Alex calls again, they are routed back to Senator A.

Even though Alex (Profile 1) already spoke with Senator A, the call is routed to him again because mConnect does not track which senator each caller was previously connected to. Instead, calls are rotated based on the most recent call activity in the region.

Using a region-based approach ensures all representatives are called, rather than depending on individual profiles to call each representative.