Call Routing
Call routing is a business management process in which incoming customer calls are routed and placed automatically in a queue based on pre-determined criteria.
Updated: November 2, 2023
Call routing is a business management process in which incoming customer calls are routed and placed automatically in a queue based on pre-determined criteria. Some phone call routing systems are also known as automatic call distribution (ACD) systems.
Calls can be routed by using Voice over Internet Protocol (VoIP) software. An IP network is used in VoIP systems to transmit calls and eliminate the need to connect to a telephone network. Incoming customer calls are automatically answered by call routing, or VoIP routing, systems and then they are directed to the appropriate individuals or groups within an organization. The caller can reach the right person or department in a timely manner without having to dial different phone numbers with tis system.
Similar capabilities as VoIP are provided by contact center operations software and is often used by organizations with multichannel contact centers. Management tools are featured by these systems that allow outbound contacting, and enable inbound call queuing and routing.
Fixed order, Skills-based, Rotary, Percentage routing, Talk time, Time-based, Round-robin and Simultaneous are different types of call routing implemented by businesses that fit their internal processes.
Faster problem resolution, Personalized user experience, Better productivity for agents and Improved internal processes some of the benefits of call routing for customers and organizations.
Types of call routing
- Sequential Call Routing
- Simultaneous Call Routing
- Round Robin Call Routing
- Least Occupied Call Routing
- Time-Based Call Routing
- Skill-Based Call Routing
- Geographic Call Routing
- Percentage-Based Call Routing
- VIP Call Routing
- Failover Call Routing
