What is call routing?

Call routing places incoming calls in a queue and automatically routes them to the right person or department — based on business hours, voicemail rules, team assignments, ring sequence, and forward-to-device settings.

How are calls routed in VoIP?

Aircall uses VoIP for cloud-based routing you can modify anytime: choose the number to route, set business hours, customise hold music and voicemail, assign people to teams, and set the cascade order and ring rules.

What types of call routing options are there?

Routing options span three areas: operational availability (when calls can be answered), routing principles and logic (how calls are distributed), and ringing rules (how long and in what order agents are rung).

Call routing software that connects every caller to the right agent, with full CRM context

Build visual call flows in minutes, and automatically connect customers with the most relevant teams and agents.

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23,000+ COMPANIES TRUST AIRCALLto power their customer communications

Implement an intelligent call routing solution in minutes

Deliver first-touchpoint resolutions by automatically routing calls to relevant teams and agents.

EXPLORE FEATURES

Multi-level IVRsCreate 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.
Time and date-based routingProvide continuous service on public holidays and during and after business hours. Customise call flows based on calendar date, peak hours, and downtime to reduce your percentage of missed calls.
Input-based and smart routingPersonalise customer experience and reduce average handling time by routing calls based on CRM data or caller input such as customer ID, region, or account owner.

More features like call routing

FEATURES
Time-Based Routing
Set team and/or individual working hours to ensure calls are routed only to available employees.
FEATURES
Call Queuing
Give inbound callers the option to remain in the queue until one of your agents is available to talk.

CUSTOMER STORIES

Just listen to our customers!

Because it's such an intuitive platform, it's much easier to make changes on the fly.
Our team can adapt call routing in real time without ever waiting on IT.

Aron LewinHead of Traveller Direct, Jayride