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Call Routing

Call routing is the process of directing an incoming phone call to the appropriate person, department, or system based on predefined rules.

Businesses often route calls based on factors such as time of day, service type, location, or staff availability. For example, a plumbing company might route emergency calls directly to an on call technician while sending general inquiries to the office team.

Call routing helps reduce wait times, prevent missed calls, and ensure that customers reach the right person as quickly as possible.

Part of Cluster

Call Handling & Telephony