Call routing software pricing varies. Most call center software offers routing as part of their solution. Prices tend to range between $75 and $200 per user per month.
Call auto-routing is just another name for automatic call distributor, (ACD). As previously mentioned, it’s an automated call distribution tool that takes all incoming calls and directs calls to the most relevant extension based on a predefined set of call forwarding rules.
They work similarly to how we’ve described call routing above. One important thing to note, though, is that there are two modes of call distribution used in telecoms. These are outbound (typically used for sales teams) and inbound (typically used for incoming customer calls).
Call routing technology is a standard capability of Voice over Internet Protocol (VoIP) systems for commercial use. Business VoIP phone systems, much like most enterprise-level voice communications solutions, automate the call routing process, allowing small businesses and call centers to determine how their calls will be routed based on a range of potential criteria. The key difference is that the technology primarily works via the internet.
VoIP vendors make it super easy to set up call routing protocols in your business or call center. For example, 8x8’s ACD capabilities offer automated skills-based routing, which helps direct calls to the agent most capable of handling the caller’s queries.
The 8x8 Contact Center solution is also compatible as a simple integration with numerous popular CRM systems available (see our app marketplace) meaning you’ll be able to sync all of your existing customer data with your ACD capabilities—among other powerful support tools.
Call forwarding is a call management functionality used to transfer a live call from one person to another. Call routing is focused on organizing, queuing, and distributing all incoming calls to relevant departments or call center agents.
There are two ways to answer this question, depending on what’s meant by it.
If we’re talking about routing a call that’s already arrived at your business phone’s extension, then the answer is: you can’t. The closest thing you can do is to select an option to forward that call to another extension—and that’s only if you have a business phone solution that allows that.
But if we’re talking about setting up a routing protocol for your incoming calls, then that’s a bit easier especially if you’re using a cloud-based phone system.
Generally speaking, you only need to:
- Go to your system’s admin settings (if you’re setting it up for a group or organization) or your extension settings (if you’re only setting it up for yourself), and look for the section that lets you customize call routing settings.
- From there, identify which rules you want to follow for handling inbound calls.
The level of customization you can get depends on your vendor and the plan you’re paying for. Make sure you speak to your service provider if you want very specific behaviors out of your call routing capabilities.