Call routing

Call routing covers everything from a simple ring group to rules that send a repeat customer to their account manager, Spanish speakers to a bilingual queue, after-hours calls to an on-call phone, and overflow to an AI voice agent or voicemail. In cloud phone systems the rules live in a web portal and can be changed in minutes.

Growing businesses change faster than their routing. New hires, new locations, a sales team that now works from home: each one quietly breaks a rule written when the business was smaller, and callers end up in the wrong voicemail. Reviewing routing is one of the quickest ways to recover missed revenue without buying anything.

Ask a vendor how routing rules are edited and by whom, whether rules can use CRM data such as customer status, how calls are handled when everyone is busy, and what reports show about calls that went to voicemail or were abandoned in a queue.