Get started

Direct calls to the right person with call routing.

Intelligently route incoming calls to anyone you want.

Learn more

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.

Accelerate your growth with Nextiva's VoIP phone service.

Get started

The most trusted and successful brands use Nextiva.

Conan logo
Taco Bell logo
Stanley Steemer logo
Florida Panthers Logo
Ashley Furniture logo
Nothing Bundt Cakes logo

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.

Z Line Feature Icon

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.

Our customers said life became easier after switching to Nextiva.

Eric Siu "We love Nextiva's reliability and features like call pop, free online faxing, auto attendant, IVR and call routing. It gives us the appearance of a bigger, more polished business." Eric Siu CEO, Single Grain
Chris Brencans "Countless sales have been done on the Nextiva mobile app. We couldn't run our business without it. Since adopting Nextiva in 2016, we've seen 203% revenue growth." Chris Brencans CMO, On The Map Marketing
Business Phone Service Benefits

Why businesses choose Nextiva

Benefits Mark
Features

Modify your preferences and toggle features in minutes. Don't compromise on scale or flexibility.

Benefits Mark
Reliability

We handle more than one billion calls every year. Dependable 99.999% uptime you can trust.

Benefits Mark
Security

Nextiva is HIPAA and SOC-2 compliant, with a multi-million-dollar security budget.

Benefits Mark
Call Quality

High-performance data centers and HD Voice technology ensure superior voice quality.

Benefits Mark
Ease of Use

Anyone can set up and use Nextiva’s cloud PBX system, not just technical staff.

Benefits Mark
Amazing Service

Get live support your business needs from our in-house team available 24/7.

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 professional services 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.
5/5 Network
Rating

via Downdetector.com

94% Customer
Satisfaction

according to Gartner

90% Willingness
to Recommend

according to Gartner

9.5/10 Easiest
to Use

via G2

See why thousands of businesses trust Nextiva for VoIP phone service.

By clicking the button, you agree to the Nextiva Terms & Conditions

Close Icon

Contact us today.

We'll help you simplify your business and get more done by putting phone, chats, and video into one powerful solution.

We’re waiting for your call.
Call (800) 799-0600
Let’s chat!
Chat with agent
Schedule a demo.

Get a demo

We'll reach out shortly to better understand your needs and demonstrate how Nextiva can simplify your business and power growth.

By providing information in this form you agree to Nextiva’s Privacy Policy.

Close Icon
XBert Hate filling out forms?
Just talk to a real human.
Call (800) 799-0600
Chat now
Chris Brencans, CMO

"Nextiva puts all my customer data in one place. I can view account history, notes and documents from one screen. Nextiva takes the guesswork out of customer relationships."

Chris Brencans, CMO
On The Map Marketing
We'd like to know you better so we can serve you better.

We'll give you an intro to the perfect solution that fits your business. Get started on your journey to fearless growth.

By providing information in this form, you agree to Nextiva's Privacy Policy

Close icon