What Can Phone Call Routing Software Do for Your Business?

Handling business calls can take up a lot of time, especially when calls need to go to different people or departments. Phone call routing software can help you manage your business calls by routing them to the right place automatically.

In short, instead of answering and transferring calls yourself, the system does it for you.

Let’s talk about how phone call routing software works, what it offers businesses, and more insights that will help you understand this helpful tool better!

What Is Phone Call Routing Software?

Phone call routing software is a system that automatically directs incoming calls to the right person, department, or location based on predefined rules.

Unlike traditional phone systems, which require a receptionist or manual transfers, call routing software uses automated call distribution (ACD) and interactive voice response (IVR) to sort and transfer calls.

The process of call routing follows a simple structure:

1. A customer dials the business number. The call enters the system and is identified based on location, time, or caller data.
2. IVR or ACD determines the best route. The system plays a menu that allows customers to select an option or automatically routes the call.
3. The call is sent to the right destination. This could be an agent, a department, or even an external number.
4. If unavailable, calls are redirected. If the intended recipient is busy, calls can be forwarded to another agent, voicemail, or an external number.

Need help with how phone call routing works? Book a demo to learn more!

Benefits of Phone Call Routing Software for Businesses

Businesses of all sizes—from startups to large corporations—rely on phone call-routing software to manage customer communication efficiently.

Whether handling high call volumes, supporting remote teams, or improving customer service, this technology ensures calls reach the right person without unnecessary delays.

Below are the key ways businesses benefit from using this software:

Reduce Wait Times

No one likes waiting on hold, especially when they need help. Call routing software makes sure calls go straight to the right person instead of getting lost in a queue.

Here’s how it works:

• Calls automatically go to the next available agent instead of sitting on a long waitlist.
• If no one is free, the system offers options like voicemail or a callback.
• High-priority calls (like existing customers or urgent requests) can be moved to the front.

This means customers don’t waste time waiting, and businesses don’t lose customers who hang up out of frustration.

Improve Customer Service

Nothing annoys customers more than repeating their issue to multiple agents. With phone call routing software, customers get to the right person on the first try.

Why this matters:

• If someone calls about billing, they’re sent to a billing expert, not a general agent.
• Returning customers can be directed to the same agent they spoke to last time.
• If the caller prefers a certain language, the system connects them to the right agent.

It’s a simple change that makes a huge difference. When customers feel heard and helped quickly, they’re more likely to trust the business and stick around.

Support Remote Teams

Today, many businesses have employees working from home or in different locations. A traditional phone system can’t handle that easily. The software makes sure calls reach the right person, no matter where they are.

Here’s what this means:

• Calls can be sent to mobile phones, home offices, or remote workers automatically.
• Teams in different cities (or even countries) can work together as if they’re in the same office.
• Employees don’t have to sit by a desk phone all day—they can take calls from anywhere.

For businesses with multiple locations or remote workers, this is a game changer. Calls don’t get lost, and customers get help without knowing where the agent is.

Increase Efficiency

Manually transferring calls wastes time and often leads to mistakes. With phone call routing software, the system does the work instead.

How this makes things easier:

• Calls go straight to the right person, skipping unnecessary transfers.
• Agents spend less time figuring out who should handle a call.
• Customers get help faster without being passed around.

Think of it like a GPS for calls—it finds the quickest route to the right destination without detours. That way, businesses can handle more calls with the same team, keeping operations smooth and stress-free.

Lower Costs

Hiring extra staff just to answer and transfer calls isn’t cheap. With the routing software, businesses don’t need as many people managing phones manually.

Here’s how businesses save money:

• The system automatically routes calls, reducing the need for receptionists.
• Missed calls mean lost sales—this software helps catch every call.
• Cloud-based options remove the need for expensive phone hardware.

For growing businesses, keeping costs down while improving customer service is a huge advantage. Instead of paying for extra employees to handle calls, the software does the job for them.

See Talkroute in action before you commit! Watch our quick demo and discover how it helps businesses stay connected.

Types of Phone Call Routing Software

Phone call routing software comes in different types, each designed to solve a specific problem. Below are the most common types of call routing and how they work.

Skill-Based Call Routing

Skill-based routing makes sure callers are sent to the agent best suited to handle their issues. Instead of sending customers to just any available employee, the system matches them with someone who has the right knowledge.

This option works well for customer support centers, sales teams, and businesses with specialized agents.

How it works:

• A caller selects an option from an automated menu (e.g., “Press 1 for billing, Press 2 for technical support”).
• The system identifies which agents have the right skills for the call.
• The call is directed to the best available agent for that topic.

Time-Based Call Routing

This type of routing sends calls to different numbers or teams based on the time of day. If no one is available, calls can be forwarded to another location, voicemail, or an on-call employee.

Time-based routing is especially useful for companies that operate at different hours or need after-hours support.

How it works:

• Calls made during business hours go to in-office employees.
• After-hours calls are forwarded to remote workers, backup support, or voicemail.
• Weekday calls may go to a main office, while weekend calls go to an emergency support line.

Location-Based Call Routing

Some businesses serve customers across different regions. Location-based routing sends callers to the nearest office, branch, or service provider.

It prevents customers from being routed to the wrong location. This is great for businesses with multiple offices, global teams, or franchises.

How it works:

• The system detects the caller’s area code or zip code.
• The call is sent to the nearest available office or service agent.
• If no one in that location is free, the call is forwarded to another branch.

Round-Robin Call Routing

With round-robin routing, calls are distributed equally among employees. It prevents one person from getting overloaded while others stay idle. This routing is for sales teams, appointment scheduling, and businesses that want to distribute calls evenly.

How it works:

• The first incoming call goes to Employee A.
• The next call goes to Employee B.
• The process continues in a rotating cycle.

Priority-Based Call Routing

Some businesses need to give high-priority callers a faster response. Priority-based routing moves urgent calls to the front of the queue, while lower-priority calls are handled as time allows.

This type of routing is for businesses that have VIP customer support, handle urgent calls from specific individuals or industries, or just want to prioritize certain calls.

How it works:

• Calls from VIP customers, high-value clients, or urgent service requests are routed first.
• Lower-priority calls are placed in a regular queue.
• If all agents are busy, priority calls are sent to a special support line or backup team.

Recommended reading:

Full Guide to Business Communications with Call Forwarding

Paid vs. Free Call Routing: Which One Is Right for You?

Get the Phone Call Routing Software That Works for You

Handling business calls the right way keeps things running smoothly and customers happy.

Talkroute makes this easy by giving you the flexibility to take calls from anywhere while keeping your team connected.

Whether you’re at home, in the office, or on the go, Talkroute makes sure every call reaches the right person at the right time.

Take Business Calls Anywhere

With Talkroute, you can forward calls to any phone with a +1 country code, including mobile phones, landlines, IP phones, and even satellite phones. No matter where your business takes you, your calls go with you.

Route Calls Anywhere with Desktop Users

Talkroute’s desktop app for MacOS, Windows, and Linux lets you receive business calls on any computer. Assign calls to specific team members, set availability schedules, and route calls globally to keep operations running smoothly.

Customizable Ring Strategies for Full Control

Decide how calls are routed with flexible options like simultaneous or sequential ringing. Set custom ring times, limit hold times, and personalize hold music or messages to keep callers engaged while they wait.

Scheduled Forwarding & Routing

Control when and where your phones and PCs ring by creating custom call schedules. Choose specific times for call forwarding, assign schedules to different devices, and prevent after-hours interruptions.

Custom Forwarding & Routing Paths

Customize call flows based on menu options, extensions, or departments. Route calls to a single device or multiple locations to match your business structure. With Talkroute, every call reaches the right destination.

More than 100,000 businesses trust Talkroute to keep them connected. Ready to join them?

Start your free trial today, or book a live demo!

FAQs About Phone Call Routing Software

How to route phone calls?

To route calls, a phone system uses a call routing system to direct incoming calls to the right person or department. This setup helps businesses handle inbound calls efficiently, whether they go to a call center agent, a voicemail, or a personal cell phone. Many companies use an automatic call distributor to manage high call volumes, sending callers to available agents based on factors like business hours, caller location, or agent availability.

What is the difference between call routing and IVR?

CR and interactive voice response (IVR) work together but serve different roles in a phone system. A call routing setup directs incoming calls to the right destination, like a call center agent or a specific department. IVR, on the other hand, allows callers to interact with an automated menu before their call is directed. While CR systems handle the actual transfer of calls, IVR gathers information from the caller to decide where the phone system should route calls.

What is a routing software?

Routing software is a tool that helps businesses direct calls to where they need to go efficiently. It’s a key part of a CR system, deciding where inbound calls go based on preset rules. Businesses use it to improve customer service operations, making sure callers reach the right department or call center agent without unnecessary transfers. A good CR setup can also send calls to a business phone number during business hours and to a personal cell phone after hours.

What is VoIP call routing?

VoIP call routing is the process of directing incoming calls over the internet instead of traditional phone lines. A VoIP call routing system helps businesses handle calls from anywhere, sending them to the right call center agent or department based on custom rules. This system is flexible, allowing companies to set up call forwarding, send after-hours calls to voicemail, or route calls to a business phone number during business hours.

Meta description: Learn all about phone CR software, how it works, and what it can bring to your business. See how Talkroute can help.