Call Routing
Short definition
Call routing is the set of rules that determines where a phone system sends an incoming or internal call.
Meaning and how it works
A PBX evaluates the dialled number, schedules, IVR selections, agent availability and other conditions before selecting the destination.
Business applications
- Business scenario:
During office hours calls reach sales; after hours they go to an on-call team or voicemail.
What to check before implementation
Plan fallback routes for holidays, busy periods, unexpected outages and callers who need to return to a queue.