Glossary

What Is a Call Routing?

A management feature that distributes incoming calls to specific destinations based on preset rules and criteria.

Call routing is a phone system feature that automatically directs incoming calls to specific destinations (extensions, departments, cell phones, or answering services) based on criteria like caller input, time of day, staff availability, or caller identity.

Common Routing Rules

Rules include: Time-based (day vs night routing), skills-based (routing caller needs to specific staff), and sequential/simultaneous ring group routing.

Traditional vs AI Routing

Traditional routing relies on phone tree button presses (IVR). AI routing understands the caller's request conversationally and forwards them to the right person without manual menus.

Benefits of Effective Routing

Decreases call abandonment, lowers hold times, and improves first-contact resolution by connecting callers to the right person instantly.

How CallClerk Fits In

CallClerk dynamically routes calls based on conversation context. If a caller asks for emergency dispatch or billing help, CallClerk routes them to the correct department automatically.

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Related Terms

Call Forwarding

A phone feature that redirects incoming calls from one number to another, allowing calls to be answered on a different device or service.

IVR (Interactive Voice Response)

An automated phone system that interacts with callers through voice or keypad inputs, typically using "press 1 for sales" style menus.

Auto Attendant

An automated phone system that greets callers and routes them to the right department or person based on their selection.

All Glossary Terms

AI Receptionist Virtual Receptionist Answering Service VoIP (Voice over IP)Conversational AI Warm Transfer Speech-to-Text (STT)Spam & Robocall Filtering Virtual Phone Number Voicemail-to-Text HIPAA Compliance in Telephony Voice AI (Voice Artificial Intelligence)

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