Call Routing
Also known as: call forwarding rules, intelligent call routing
Call routing is the set of rules that decide where an inbound call is sent (which phone, person, or queue) based on factors like time of day, campaign, location, or availability.
Call routing governs the path a call takes after it reaches your tracking number. Rules can ring phones in sequence or all at once, send after-hours calls to voicemail or a mobile, route by the caller’s area code or the campaign they came from, and fail over when no one answers. Good routing means fewer missed leads.
See the best call routing software and call routing for small businesses for patterns.
Frequently asked questions
What are common call routing rules?
Typical rules include simultaneous ring (every phone rings together), sequential or round-robin ring (try people in order), business-hours routing (daytime to the office, nights to a cell or voicemail), and geographic routing by the caller's area code.
Does call routing affect attribution?
No. Routing sits on top of call tracking, so you keep full attribution while controlling where each call lands. A call from a paid campaign can be sent straight to your best closer without losing its source data.
What does call routing mean?
Call routing is the logic that decides where an inbound call goes after it reaches your number — which phone, person, or queue — based on rules like time of day, the campaign that drove it, the caller's location, or who is available.
What is call routing software?
Call routing software applies those rules automatically, ringing the right phones in the right order and failing over when no one answers. In a call tracking platform it sits on top of attribution, so each call still carries its source data wherever it lands.
Related terms
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