Call Routing Software

Build visual call flows in minutes, and automatically connect customers with the most relevant teams and agents.

Implement an intelligent call routing solution in minutes

Deliver first-touchpoint resolutions by automatically routing calls to relevant teams and agents.

Multi-level IVRs

Multi-level IVRs

Create simple or multi-level IVRs to route customers to the teams and agents best suited to meet their needs, reducing average handling times and increasing CSAT. 

Time-based routing

Time-based routing

Provide continuous service during and after business hours. Customize call flows based on holidays, peak hours, and downtime to reduce your percentage of missed calls.

Caller-based routing

Caller-based routing

Personalize the customer experience with call routing that takes into account relevant CRM data such as customer segment, region, account owner, last touchpoint, and more.

Just listen to our customers!

13,000+ companies trust Aircall's call routing software to seamlessly manage prospect and customer conversations.

Head of Traveller Direct at Jayride

Aron Lewin, Head of Traveller Direct at Jayride

"Because it’s such an intuitive platform, it’s much easier to make changes on the fly. Creating selections on the IVR, adding users, activating numbers, onboarding people…that stuff has made it easy to manage the whole system."

Trusted by 17,000+ companies

Learn more about call routing with Aircall

It's easy to route calls to specific teams that you set up in Aircall. Here's how...

Connected to your Business Tools

Salesforce

Salesforce

Intercom

Intercom

Hubspot

Hubspot

Zendesk

Zendesk

Zoho

Zoho

Microsoft Dynamics

Microsoft Dynamics

Shopify

Shopify

Help Scout

Help Scout

Gorgias

Gorgias

Zapier

Zapier

Front

Front

Slack

Slack

Kustomer

Kustomer

Freshdesk

Freshdesk

monday.com

monday.com

Copper

Copper

Pipedrive

Pipedrive

noCRM.io

noCRM.io

Re:amaze

Re:amaze

Happy Fox

Happy Fox

Front

Front

Slack

Slack

Kustomer

Kustomer

Freshdesk

Freshdesk

monday.com

monday.com

Copper

Copper

Pipedrive

Pipedrive

noCRM.io

noCRM.io

Re:amaze

Re:amaze

Happy Fox

Happy Fox

Frequently asked questions

Call routing places incoming calls in a queue, then automatically routes them to a specific person or department. You can preselect the criteria for call routing such as business hours and cascading order of customer care agents. The feature reduces the number of missed calls and makes sure the most suitable service agent tends to the call.

Routing calls involves setting the following criteria:

  • Establishing your business hours

  • Determining which messages to enable so customers can leave a voicemail or call back

  • Assigning users and/or teams to call distribution

  • Setting up the sequence in which you want agents to receive calls (e.g. to a senior sales rep first, thento a general sales hotline)

  • Setting ring rules

  • Setting forward-to-device

For a closer look at call routing and the different call distribution criteria, check out this article on our Knowledge Base.

With Aircall, all calls route over Voice over Internet Protocol (VoIP). As the audio travels over broadband internet instead of traditional telephone wires, VoIP makes it possible to modify your call routing and distribution through the cloud. With Aircall’s cloud-based phone software, you can modify your call routing structure through our web or mobile application:

A built-in call routing system is hosted on our cloud-based platform. Through Aircall's application, you can begin your call routing setup by:

  • Choosing the number you want to apply call routing to

  • Setting your business hours

  • Customizing your waiting music and voicemail messages people to teams

  • Setting up the cascade order of which agents or teams will receive the calls first

  • Defining the ring rules

With Aircall, call routing is based on the following distribution criteria:

  • Operational availability

  • Routing principles & logic

  • Ringing rules

You can learn more about the details of how call routing works at Aircall on our Help Center. You can also sign up for a demo to talk with an Aircall representative about your options.

Ready for better call routing software?

Sign up for a demo of Aircall to explore advanced call routing for your business.