Work BetterSM
With Business Call Routing Service

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:

• Time of day (including open and closed hours);
• Caller ID;
• Caller selections (by voice or phone keypad) made from an Auto-attendant, also know as a virtual receptionist;
• Team member skill & availability

Some of the ways a call can be routed are:

• Round-robin first available, distributed evenly across the team;
• Uniform, routing the call to the team member that has been available the longest;
• Simultaneous, all teams members’ phones ring at the same time;
• Skill or function-based, based upon the reason for the call.