Call Routing
Call routing is a management system that automatically directs incoming phone calls to the specific person, department, or automated service best suited to handle the request based on pre-set rules like time of day or caller intent.
Why Call Routing Matters to Your Small Business
For small business owners, call routing is the difference between a missed lead and a new customer. It ensures that when a client calls, they aren't met with a busy signal or an endless ring. Instead, the call is sent exactly where it needs to go—whether that is to your mobile phone while you are in the field or to an AI receptionist while you are meeting with another client.
This system helps you maintain a professional image. Even if you are a one-person operation, routing allows you to handle different types of calls efficiently. You can prioritize emergency service requests to ring your phone directly while sending general inquiries to an automated system for scheduling, ensuring your time is spent on the most valuable tasks.
How SkipCalls Enhances Call Routing
SkipCalls acts as an intelligent destination within your call routing setup. By using call forwarding, you route your incoming business calls to the SkipCalls AI. Our system then uses advanced logic to determine if the caller is a real customer or a telemarketer, answering the call instantly to provide information or book an appointment without you ever having to pick up the phone.
Related SkipCalls Features:
- •AI Receptionist
- •Spam Call Filtering
- •Call Forwarding
- •Automatic Appointment Booking
The Mechanics of Call Distribution
Call routing uses a set of instructions often called a routing algorithm. When a call enters the network, the system checks the Caller ID (ANI) and the Dialed Number (DNIS). It then compares this data against your settings to determine the path, such as 'Sequential Routing' (trying one number after another) or 'Simultaneous Ring' (ringing multiple phones at once).
Real-World Examples
After-Hours Support
An electrician sets a routing rule so that any calls after 6:00 PM are automatically sent to SkipCalls. The AI answers the call, explains the emergency rates, and books a service visit for the next morning.
Busy Workday Management
A salon owner is middle of a hair styling session and cannot answer the phone. Call routing sends the caller to the SkipCalls AI, which checks the salon's calendar and schedules a haircut for the client immediately.
Frequently Asked Questions
Is call routing the same as call forwarding?
No. Call forwarding simply sends all calls from one number to another. Call routing is 'smart' forwarding that can decide where a call goes based on rules like the time of day or who is calling.
Do I need to buy expensive hardware for call routing?
No. Modern call routing is handled in the cloud. Services like SkipCalls allow you to manage how your calls are handled through a simple web dashboard or mobile app.
Can I route calls based on my working hours?
Yes. Most routing systems allow you to set a schedule. For example, you can have calls ring your phone from 9 to 5, and route them to an AI receptionist during the night and on weekends.
Related Terms
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