Call Routing
The automated process of directing incoming phone calls to the appropriate person, department, or system based on predefined rules.
Definition
Call routing (also called automatic call distribution or ACD) is a telephony feature that directs incoming calls to the right destination without manual intervention. For service businesses, this might mean routing new client inquiries to a receptionist, existing client calls to their assigned provider, after-hours calls to voicemail or an AI receptionist, and emergency calls to an on-call provider. Modern call routing can use caller ID, time of day, IVR menu selections, and even AI to determine the best destination. In multi-location businesses, routing also handles directing calls to the nearest location.
Call Routing
A dental office routes new patient calls to the front desk and existing patient calls to their hygienist's voicemail
A law firm routes calls by practice area, family law inquiries to one team, business law to another
After hours, an HVAC company routes emergency calls to the on-call technician and non-urgent calls to an AI receptionist
A multi-location salon routes callers to the nearest branch based on their area code
Why Call Routing Matters
Missed and misrouted calls directly cost service businesses revenue. Roughly 60-80% of callers won't leave a voicemail, meaning every unanswered call is a potentially lost client. Proper call routing ensures inquiries reach someone who can help immediately, reducing missed opportunities. For businesses receiving 20+ calls per day, automated routing saves significant receptionist time.
SchedulingKit — Call Routing
SchedulingKit's AI receptionist handles intelligent call routing automatically. It answers calls 24/7, routes to the right team member or department, books appointments directly during the call, and sends transcripts of missed calls so nothing falls through the cracks.
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When this isn't for you
This definition page is reference-only. If you came here looking for software to handle call routing, head to /scheduling-software or /features instead. Skip this page if you're already familiar with the term.