Call routing software that sends calls to the right person
A missed call is often a routing problem, not a staffing problem: the phone rang on one desk while the person who could help sat two rooms away. Youvoip call routing software decides where each call goes by number, time of day, menu choice and who is available, and it always has a fallback. Ring groups, forwarding, simultaneous and sequential ringing and business hours schedules are on every plan.
Ring groups for every team
Put the people who can answer the same kind of call into one ring group: front desk, sales, support, billing. A call to the group rings everyone at once or one after another, on whatever device each person uses: the mobile app, the desktop app, the browser or a SIP desk phone.
- Simultaneous ringing: every member's devices ring together and the first to answer takes the call.
- Sequential ringing: the call goes to the first person, then the next, in the order you set.
- Ring time per step, so a call never rings into silence for a full minute.
- Members can join or leave the group from the app when they start or end a shift.
Call forwarding to mobile and other numbers
Forward a user, a ring group or a whole number to a mobile phone or any external number. Forwarding also protects you when the office internet is down: calls fail over to forwarding to mobile numbers or to voicemail, so callers still reach someone or leave a message.
Time-based routing with hours and holidays
Every rule can depend on the schedule. During business hours calls go to the front desk; at lunch to the second ring group; after hours and on holidays to the IVR system with an after hours greeting and voicemail. Schedules follow the time zone of each number, which matters for teams spread across the country.
Call queues for busy lines on Business
When more callers arrive than people can answer, a call queue holds them in order instead of sending them to voicemail. Queues on Business and above play hold music and announce the expected wait time and the caller's position. Team leads can whisper to an agent, barge into a call or monitor it. For larger support teams, see VoIP call center solutions.
Routing by caller on Ultimate
On Ultimate, advanced IVR with data dips routes by caller number or account, so a known caller reaches their account team directly. Multi-site routing sends calls to the right location, with local numbers per site and site-level admins.
What a routing rule list looks like
Northwind Dental, number +1 (555) 010-0142
-
Rule 1
- Condition
- Mon to Fri 8:00 to 18:00
- Destination
- ring group Front desk, simultaneous, 20 seconds
- Fallback
- ring group Hygienists, sequential.
-
Rule 2
- Condition
- menu key 2, Billing
- Destination
- user Billing desk, 25 seconds
- Fallback
- voicemail Billing, transcription on.
-
Rule 3
- Condition
- after hours and holidays
- Destination
- after hours greeting
- Fallback
- voicemail Main.
-
Rule 4
- Condition
- internet outage at the office
- Destination
- forward to mobile +1 (555) 010-0187
- Fallback
- voicemail Main.
Which plan includes what
Ring groups, call forwarding, simultaneous and sequential ringing, business hours and holiday schedules are on every plan, starting with Essentials. Call queues with hold music and announcements, plus whisper, barge and monitor, start on Business. Routing by caller number or account and multi-site routing are on Ultimate. Enterprise adds SIP trunking to route calls to and from an existing PBX during migration.
Related features
- IVR system and auto attendant for the menu callers hear first.
- Call analytics software to see missed calls and answer rate per user after a routing change.
- Softphone apps that ring on every device in the group.
- Voicemail to email for the last step of every fallback.
- Compare this with a hardware PBX on cloud PBX, or see all business VoIP features.
Routing included from the first plan
From $19 per user per month, billed yearly. See VoIP pricing.
Call routing questions
What is the difference between simultaneous and sequential ringing?
Simultaneous ringing rings every member of a ring group at once, and the first to answer takes the call. Sequential ringing tries one person at a time in the order you set, with a ring time for each step.
Can calls ring on my mobile and my desk phone at the same time?
Yes. A user can have the mobile app, the desktop app, the web softphone and a compatible SIP desk phone, and all of them ring for the same call.
What happens if nobody answers?
Every rule has a fallback. After the ring time the call moves to the next ring group, a forwarding number or a voicemail box that sends the message to email with a transcription.
Do I need call queues or are ring groups enough?
Ring groups fit teams where most calls are answered within a few rings. Queues on Business and above suit lines where callers regularly wait, because they hold callers in order and announce wait time and position.
Route every call before you add another person
Create your account, add your ring groups and set a fallback for every rule in the admin console.