Call Routing

Just listen to our customers!

6,000+ companies trust Aircall's call routing software to seamlessly manage prospect and customer conversations.

Frequently asked questions

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  What is call routing?

  
  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.

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  How are calls routed in VoIP?

  
  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

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  What types of call routing options are there?

  
  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.