Call Routing
The set of rules that determine where an incoming call goes — which person, department, or voicemail receives it based on time, caller input, or availability.
Call routing is the logic engine behind every business phone system. When a call arrives, the system evaluates a set of pre-configured rules and forwards the call to the appropriate destination: a specific extension, a ring group, an auto attendant menu, a voicemail box, or an external number. Routing decisions can be based on the time of day (business hours vs. after-hours), the number dialed (direct inward dialing), the caller's selection in an IVR menu, agent availability, or caller ID.
For small businesses, effective call routing is the difference between a caller reaching someone who can help and a caller hanging up in frustration. Simple routing sends all calls to a single number. Sophisticated routing uses layered rules: ring the front desk first, then overflow to a mobile phone, then send to voicemail with a custom greeting — all automatically.
Zonitel's routing engine is fully configurable from a web portal. You can set different rules for business hours, after-hours, holidays, and emergency situations. Changes take effect in real time with no technical support required. Routing works across desk phones, softphones, and the Zonitel mobile app.