Call routing is a call management feature in VoIP phone systems and call center software that automatically distributes incoming calls according to rules that you’ve set based on your teams’ location, functional area, individual skill set, capacity and availability.
Call routing helps get your caller where they need to go quickly and efficiently.
A cloud phone or cloud call center system can route calls a variety of ways. When a person calls your company, your cloud-based phone system accepts the call, provides an auto-attendant menu, and transfers the call to the right person on your team.
Some of the rules that can be used are:
Some of the ways a call can be routed are:
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