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Call routing is the process of directing an incoming call to the right destination, such as a person, department, or voicemail. Routing decisions can be based on menu choices, the caller's needs, time of day, or rules configured in the phone system or receptionist.
Call routing determines where each call ends up. Simple routing might send all calls to one phone, while advanced routing uses rules to distribute calls across people and departments.
An AI receptionist routes calls by understanding what the caller wants and matching it to the correct destination, rather than making callers navigate a long menu. It can also apply rules such as sending after-hours calls to voicemail or an on-call number.
Good routing reduces transfers, shortens wait times, and gets callers to the person best able to help them.
Intelligent call routing uses information about the caller and their request, rather than only menu presses, to send the call to the most appropriate person or department.
Related: Auto Attendant, IVR (Interactive Voice Response), Warm Transfer, Call Forwarding