Call routing
Call routing is the process of directing an incoming call to the right person, team, or destination based on rules such as the caller's need, the time of day, or availability.
Routing decides where a call goes once it is answered, whether that is a specific department, an on-call staff member, or a voicemail. Rules can consider factors like urgency, language, or opening hours. An AI system can route urgent calls to a human along with a short summary of what the caller needs, so the person picking up has context before they speak.