What Is 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
Workflow example: Call Routing
- 1
An HVAC company sets up rules in its VoIP phone system.
- 2
During business hours, calls ring the office; option 1 on the menu goes to the on-call technician for emergencies.
- 3
After 6pm, non-emergency calls are forwarded to the company's AI receptionist number (Business plan add-on), which books service visits.
- 4
Each morning the office reviews the AI receptionist's call log and the new bookings.
Why Call Routing Matters
Missed and misrouted calls cost service businesses revenue, because many callers will not leave a voicemail and will simply try someone else. Proper call routing gets inquiries to someone who can help right away. For businesses receiving many calls a day, automated routing also saves receptionist time.
SchedulingKit — Call Routing
SchedulingKit does not route calls between team members or departments. Its AI receptionist add-on (Business plan) answers calls on a dedicated number, answers questions about your services and business, checks availability and books appointments. You can point part of your call flow at it, for example after hours, using your phone provider's routing or call forwarding.
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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.