Call routing
Call routing is the set of rules that decides where an incoming phone call goes — for example to a person, a team, a menu, voicemail or a mobile number — based on conditions such as the number dialled, the time of day or the caller's choice.
How call routing works
When a call arrives, the phone system checks a series of conditions and sends the call to a destination. If that destination does not answer, a fallback rule sends the call to the next one.
Common routing methods
- Time-based routing — different destinations during and outside opening hours. See business hours routing.
- Menu (IVR) routing — the caller chooses a destination with the keypad. See IVR.
- Group routing — several people ring together or in order. See ring group and call queue.
- Caller-based routing — known callers or specific numbers go to a particular person or team, and unwanted callers are blocked.
- Number-based routing — each number has its own rules, for example per location or campaign.
- Fallback routing — unanswered calls move to another team, a mobile or voicemail.
Call routing in phone.systems™
In phone.systems™ call routing is built as a visual call flow. In the Call Flows area you drag objects onto a canvas and connect them with cables; changes apply in real time, and several workspace tabs can be open at once. Common objects:
| Object | What it does |
|---|---|
| Phone Number | The entry point: the number the call arrives on |
| Time Router | Splits calls by a time schedule (open, closed, holidays) — see business hours routing |
| Voice Menu | IVR menu with keypad options |
| Queue, Ring Group | Distribute calls to a team |
| Caller Router, Blocklist | Route or block by caller number |
| Forwarding | Sends calls to a mobile or external number — see call forwarding |
| Voicemail, AI Agent | Take messages or answer calls when the team is unavailable — see voicemail and AI voice agent |
See call routing in phone.systems™, routing calls by business hours and sending unanswered calls to mobile.