Implement an intelligent call routing system in minutes
Deliver first-touchpoint resolutions by automatically routing calls to relevant teams and agents.
Visual, no-code editor
Create inbound call flows on a clean, visual canvas and click to implement — no code necessary. Update call flows in realtime from the Aircall Dashboard.
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.
Provide continuous service during and after business hours. Customise call flows based on holidays, peak hours, and downtime to reduce your percentage of missed calls.
Just listen to our customers!
16,000+ companies trust Aircall's call routing software to seamlessly manage prospect and customer conversations, whether they require large scale deployment or call routing for small business.
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
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 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
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:
With Aircall, call routing is based on the following distribution criteria:
Routing principles & logic
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.