Glossary
What is call routing?
Call routing is the set of rules that decides where an incoming call goes, such as to a person, a team, a queue or voicemail.
Common routing methods
- By number dialed: each number goes to a set person or team.
- By menu choice: the caller picks an option in an IVR.
- By time: calls during business hours go to the team, others to voicemail or an on-call rep.
- Round robin: calls are shared evenly among available agents.
- By skill or owner: calls go to the agent best suited to the caller, or to the rep who owns the account.
Call forwarding is one simple form of routing: sending calls for one number on to another.
Why it matters for sales teams
Outbound teams think about routing when prospects call back. A prospect returning a missed call should reach the rep who called, or at least someone who can see that rep's notes. If callbacks land in a general queue or an unchecked voicemail box, interest is lost.
For inbound leads, routing decides how fast a new lead reaches a salesperson, which affects speed to lead. Good routing also respects ownership, so two reps do not end up working the same account.