Call routing places incoming calls in a queue, then automatically routes them to a specific person or department. You can preselect the criteria for your call routing system, 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, then to 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 to which you want to apply call routing to

• Setting your business hours

• Customising your waiting music and voicemail messages

• Setting up the cascade order for 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 Centre. You can also sign up for a demo to talk with an Aircall representative about your options.

Call routing systems can benefit your small business by providing a better customer experience while making teams more productive. Callers can be easily routed to the right department or individual to assist with their needs.

There are many features that are important to look for in a call routing system.

Being able to create inbound call flows easily with a simple visual canvas makes it simple to update call flows in real-time is key. Having a simple or multi-level IVR can also help customers to route themselves to the right teams and agents, reducing handling times. Meanwhile, time-based routing enables you to provide continuous service both in and out of business hours by customising call flows based on operating hours and holidays.