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Direct calls to the right person with call routing.

Intelligently route incoming calls to anyone you want.

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What is call routing?

Call routing is the ability to direct inbound calls to any person or team in real-time given a set of rules. Call routing rules can be as simple or as powerful as you want. Companies use a cloud-based phone system to manage their call routing.

Historically, call routing systems were reserved for the most enterprising call centers requiring highly specialized knowledge and costly telephony equipment.

Voice over Internet Protocol (VoIP) makes it possible for small businesses and large ones alike to benefit from intelligent call routing.

Benefits of call routing

Routing inbound calls offer businesses many advantages. Companies use intelligent call routing to:

  • Mind their business hours. Provide an announcement regarding your company's availability.

  • Provide great customer experiences. Route phone calls to the customer service team if they need help.

  • Manage long wait times. If someone doesn't want to wait on hold, let them leave a voicemail instead.

  • Scale their call center. As their team grows, route callers to the most qualified live agents.

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How to set up call routing

Managing the ways you route calls is easy when using Nextiva's VoIP phone system. Nextiva offers a couple of ways to manage how your incoming calls are handled.

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Basic call routing (Auto attendant)

Example: Direct calls to your team based on the time of day.

  1. Sign in to the Nextiva Voice Portal.
  2. Hover over the Advanced Routing at the top and select Auto Attendants.
  3. Select Manage Auto Attendants.
  4. Select the Location of the Auto Attendant from the drop-down list.
  5. Click the Pencil icon to the right of the desired Auto Attendant.
  6. Click the Business Hours Menu to expand the section.
  7. Select the desired greeting from the Greeting drop-down menu.
  8. Adjust the Business Hours Menu for the Auto Attendant.
  9. When finished, click Save.

To learn more about managing your auto attendant, please visit this support article.

Advanced call routing (Call centers)

Example: If you want to direct customer calls to your customer service team.

  1. Sign in to the Nextiva Voice Portal.
  2. From the Nextiva Voice Admin Dashboard, hover over Advanced Routing and select Call Center Locations.
  3. Once in Call Center Locations, select the Log In button to navigate to the Configuration Portal.
  4. Select Call Center on the left navigation pane, then select Call Centers.
  5. Find the Call Center that you want to configure and click on Edit at the end of the row, or on the Call Center name directly.
  6. Once the Call Center Profile screen appears, select the Profile option under the Basic column.
  7. You can now adjust the way the phone system goes about routing calls to your team under the Routing type (Priority-based or Skills-based).
  8. When finished, click the OK button to save the changes.

To take advantage of the powerful routing for contact centers, you will need a VoIP Call Center license from Nextiva.

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Call routing FAQs

Voice over Internet Protocol (VoIP) analyzes the nature of a call against different criteria including the destination, area code, time and date, and the path it takes to reach the destination. Call management lets you establish multiple rules to dictate where you want calls to go.

Depending on your business needs, you might want call routing based on business hours, time zones, or even Google Ads so every call is answered.

Interactive voice response can also help callers reach the right team member.

Businesses that have an auto attendant or an interactive voice response system already make use of call routing. In that case, you probably don't need more ways to route calls, unless your business needs change.

Get familiar with the capabilities of your auto attendant. You can set up multiple auto attendants with Nextiva at no charge. This helps callers reach the right person or department, no matter the time of day.

If you need to redirect calls due to regional COVID-19 health restrictions, you can do that with location-based call routing. This ensures callers can reach a member of your team who is best equipped to handle their call.

While the subject can get complicated rather quickly, for VoIP experts, it's easy to accomplish. The important thing to remember is that you don't want to leave any dead-ends when someone calls your business phone number.

We recommend drawing the desired call flow and handing it off to your cloud communications expert. They will assess it and use the right combination of VoIP call routing tools to get it done. For more of a consultative approach, look to our service delivery for helpful guidance.

Simply contact our support team and we can implement any change that you need to your call routing. This is what makes Nextiva the best phone service for businesses. Isn't that amazing?

There are many ways for a business to route incoming calls. Here's a summary of how an automatic call distributor (ACD) can route calls to your team:

  • Circular - When a round-robin effect is desired, this group policy routes the phone calls to the agents assigned based on the order assigned.
  • Regular - When you want to route inbound phone calls in a tiered fashion based on how the agents were assigned to the Call Center. The routing engine will attempt to reach the first agent for the next call.
  • Uniform - When an agent is available the longest, they will receive the next inbound phone call. This is how many support departments operate to spread out the call volume and increase customer satisfaction.
  • Simultaneous - When you want everyone assigned in the call center to ring at the same time when an inbound phone call has been routed to the queue.
  • Weighted - When you want more incoming calls to be directed to some team members than others using a percentage.
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