Call Routing
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What is Call Routing?
Call routing service works as a smart receptionist that directs incoming calls to the correct department. Simply put, call routing is a commonly found call management feature in a cloud telephony solution that distributes calls based on preset criteria like agent availability and business hours.
Often referred to as automatic call distribution (ACD), it helps your business efficiently handle inbound calls, even if you’re a small business and understaffed. Instead of hiring an agent for manual call directing, businesses can opt for a telephone routing system to automatically shift calls to the skilled agent.
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How KrispCall’s Call Routing Works?
Automatically connect callers to the right person, right away—with zero delays and maximum efficiency.
Rule-Based Call Distribution
Smart Routing Engine
Flexible Routing Methods
Seamless Caller Experience
Benefits of Call Routing Software
Here’s what call routing software brings to your team and customer conversations
Which call routing method works best for you?
Different types of call routing rules exist, where you can choose the one that suits your business.
Calls are sent in a set sequence: Agent 1, then 2, then 3. And, calls get routed to Agent 2 when Agent 1 is unavailable. It’s simple and works well for structured teams.
Distribute calls evenly across your team to balance workloads. Even if Agent 1 is free, the second call goes straight to Agent 2. It makes it great for managing high call volumes.
Sends the next call to the agent who’s been idle (least involved in the calls) the longest. Helps avoid missed calls and keeps all agents engaged.
Connects callers to agents based on their skills or department. Boosts customer satisfaction by solving issues faster.
Routes calls based on business hours or time zones. Ideal for global teams or shift-based schedules.
Uses the caller’s area code or region to route the call. Perfect for localized service or international support.
More Features like Call Routing
Interactive Voice Response (IVR)
Create custom voice menus to guide callers to the right department or agent with no manual transfers, just smooth call flows.
Simultaneous Ringing
Ring multiple agents or devices at once, so calls are answered faster and customers aren’t left waiting.
Call Forwarding
Redirect incoming calls to any number or device, ensuring no important call is missed, whether you're in or out of the office.
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Frequently Asked Questions
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Call routing examples include time-based routing, skills-based routing, sending after-hours calls, and round-robin rotation. These call routing rules work differently to help businesses set the preferred automation for call routing according to their need and wants.
Though both call forwarding and call routing are call management features, they differ in purpose. Call forwarding is a basic feature for redirecting calls from one number to another. In contrast, call routing is a more advanced feature that lets users set rules or conditions to direct calls to the right department or team automatically.
Yes, you can use KrispCall’s call routing features right from your Android device. To get started, simply install the KrispCall app from the Play Store, log in to your account, and you can use it from any device, including Android.
