Optimize Call Distribution With Dialaxy's Call Routing

Seamlessly direct incoming calls to the right person or department based on predefined criteria, ensuring efficient and effective communication within your organization.

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What is call routing?

Call routing is a phone system feature that automatically directs incoming calls to specific departments, agents, or devices based on predefined rules. This helps businesses manage call flow efficiently, reduce wait times, and improve customer experience.

Whether you’re using a traditional setup or a modern business VoIP phone system, call routing ensures that calls are handled quickly and reach the right person at the right time.

This smart call management system is especially valuable for customer service teams, sales departments, and remote workers. By minimizing wait times and ensuring calls are handled efficiently, call routing helps improve customer satisfaction, reduce missed opportunities, and boost overall business responsiveness.

Call can be routed in different types of ways through Dialaxy App (Graphical Representation).

How to set call routing on Dialaxy?

To use the call routing feature, you must have an account with us. Create an account and follow these simple steps for call routing.

Go to “My Number” and create a call flow design.
Set IVR for the number.
Depending upon the priority route the call to another number.
You can also route the call to the agent group where the agent assigns the call to an available agent.

What is Call Routing?

Call routing is a phone system feature that automatically directs incoming calls to specific departments, agents, or devices based on predefined rules. This helps businesses manage call flow efficiently, reduce wait times, and improve customer experience.

Whether you’re using a traditional setup or a modern business VoIP phone system, call routing ensures that calls are handled quickly and reach the right person at the right time.

This smart call management system is especially valuable for customer service teams, sales departments, and remote workers. By minimizing wait times and ensuring calls are handled efficiently, call routing helps improve customer satisfaction, reduce missed opportunities, and boost overall business responsiveness.

How to set call routing on Dialaxy?

To use the call routing feature, you must have an account with us. Create an account and follow these simple steps for call routing.

Go to “My Number” and create a call flow design.
Set IVR for the number.
Depending upon the priority route the call to another number.
You can also route the call to the agent group where the agent assigns the call to an available agent.

How does call routing work?

1

Call Initiation

A customer dials the business phone number, triggering the call routing process.

2

Caller Identification

The system captures the caller's phone number and any available metadata, such as geographic location.

3

IVR Interaction (if applicable)

If an Interactive Voice Response (IVR) system is enabled, the caller may be prompted to provide input (e.g., press 1 for Sales).

4

Rule Evaluation

The system checks the call against predefined routing rules. These may include factors like time of day, caller location, or which agents are currently available.

5

Destination Selection

Based on this evaluation, the system identifies the most suitable destination for the call.

6

Call Forwarding

The call is routed to the selected endpoint—this could be a specific agent, department, or voicemail box.

Benefits of call routing on an organization

Improved Efficiency

Automate the distribution of incoming calls to the appropriate person or department, allowing employees to focus on their core responsibilities.

Improved Customer Service

Minimize frustration and wait time for customers by quickly connecting them to the right agent or department.

Cost Savings

Optimize available resources, reducing unnecessary transfers and keeping customers engaged by directing calls to the appropriate personnel.

Flexibility

Offer flexibility in managing incoming call volumes by ensuring equitable distribution among available agents or departments.

Improved Productivity

Allows agents to focus on their specific areas of expertise, spreads calls more evenly among them, and enhances overall workflow efficiency.

Multilingual and Multi-time Zone Support

Enables businesses to communicate with customers across different time zones and languages, making them available 24/7.

Why use Dialaxy for call routing?

Dialaxy offers a powerful call routing system for small businesses that eliminates missed calls and manual transfers. With customizable options like time-based rules, IVR menus, and location-based routing, you can handle every incoming call with confidence, no matter your business size.

Whether you need a business VoIP phone system for call routing or you’re specifically looking for call routing for small businesses, Dialaxy delivers reliable, scalable solutions. Our platform supports advanced configurations, making it perfect for businesses with remote teams or global customers.

Dialaxy helps you reduce wait times, improve customer service, and optimize every call with smart automation.

Why use Dialaxy for call routing?

Dialaxy offers a powerful call routing system for small businesses that eliminates missed calls and manual transfers. With customizable options like time-based rules, IVR menus, and location-based routing, you can handle every incoming call with confidence, no matter your business size.

Whether you need a business VoIP phone system for call routing or you’re specifically looking for call routing for small businesses, Dialaxy delivers reliable, scalable solutions. Our platform supports advanced configurations, making it perfect for businesses with remote teams or global customers.

Dialaxy helps you reduce wait times, improve customer service, and optimize every call with smart automation.

Collaborate Better with Shared Numbers

With Dialaxy, teams can manage calls from a shared number, so no customer inquiry goes unanswered. Internal messaging threads help teammates coordinate responses before replying. Use business hours and individual shift settings to ensure consistent availability. Missed calls and voicemails appear in a shared inbox, making it easier for team members to follow up in real time.

Set Up Smart Call Routing with Menus

Easily create a phone menu for any number, complete with custom rules and routing logic. Route calls to specific teammates, shared inboxes, pre-recorded messages, or external numbers.

Use Data to Improve Call Performance

Dialaxy’s built-in analytics reveal call volume spikes and response times, helping you make smarter staffing and routing decisions. Managers can monitor activity and performance by individual team members or entire departments, making it easier to scale efficiently as your business grows.

Monitor and Train with Confidence

Keep service quality high with tools like live call monitoring, whisper coaching, and post-call recordings. See who’s on calls, listen in for quality assurance, or guide new agents in real-time. Call recordings can be saved and referenced later to support better customer follow-ups and team training.

Things to consider while routing calls

Route calls based on your business hours to ensure that calls are directed to the appropriate destinations during and outside of working hours.
Consider the time zones of your customers and agents to route calls appropriately, ensuring availability and reducing wait times.

Assign priority levels to different types of calls (e.g., emergency support, high-value customers) and route high-priority calls to the front of the queue.
Implement rules for handling urgent calls, such as routing them to senior staff or providing immediate callback options.

Distribute calls evenly among agents to prevent bottlenecks and ensure efficient handling of high call volumes.
Implement effective queue management strategies to manage peak times and reduce wait times for callers.

Plan for scenarios where the primary routing path fails, such as network issues or agent unavailability, by setting up alternative routing paths.
Provide options for voicemail or scheduled callbacks if no agents are available to take the call.

Call Routing Solutions: Built for Businesses That Need to Scale

Small Businesses

For small businesses and growing teams, call routing removes the need for a full-time receptionist. With tools like Dialaxy and a business VoIP phone system, calls can be directed by department, time of day, or agent availability, keeping workflows efficient and customers happy.

Medical Facilities

Efficient call routing solutions are essential for medical facilities and multi-specialty medical centers. They help reduce patient wait times, improve internal coordination, and ensure critical calls reach the right departments fast, supporting both quality care and operational efficiency.

Home Service Professionals

From HVAC to plumbing and electrical services, home service professionals rely on timely communication. Call tracking and routing ensure incoming leads are directed to the right field technician or office team, reducing missed calls and improving response times, key to winning and retaining local customers.

Teams Using Legacy Platforms

If your organization still uses Skype for Business or is transitioning to a UCaaS platform, intelligent call routing offers a simple way to modernize without a full system overhaul. It improves responsiveness and team coordination, especially for distributed or remote teams.

Do’s and Don’ts about Call Routing

Do’s	Don’ts
Do Understand Your Call Patterns	Don’t Overcomplicate the IVR Menu
Do Use Effective Routing Strategy	Don't Route Calls Blindly
Do Offer Callback Options	Don't Disregard Peak Times

Additional Features like Call Routing

IVR

Dialaxy’s IVR system helps callers navigate smart voice menus, ensuring faster routing, reduced wait times, and efficient agent connections without human intervention.

Call Recording

Dialaxy’s call recording system captures conversations securely, supporting training, compliance, and dispute resolution while offering valuable insights into customer interactions and team performance.

Call Queuing

Dialaxy’s call queuing system holds callers in line during high volume, reducing missed calls and improving experiences with orderly, fair, and efficient agent distribution.

Frequently Asked Questions

How is Dialaxy different from traditional IVR systems?

While IVR systems rely on menus, Dialaxy offers flexible, intelligent call routing—based on factors like team availability, business hours, and call history—to create a smarter and faster customer experience.

What is # 21 or # 62?

*#21# and *#62# are mobile codes used to check call forwarding settings. *#21# shows if your calls are being forwarded, while *#62# shows where calls are sent when your phone is unreachable.

How does a call routing system for business improve communication efficiency?

A call routing system for businesses, especially startups, automatically directs calls to the right department, agent, or voicemail based on rules like time, location, or availability, reducing wait times and improving service efficiency.

Do I need any technical knowledge to set up Dialaxy’s call routing?

Not at all. Dialaxy is designed to be user-friendly, with an intuitive interface that allows business owners and team leads to set up and modify routing rules easily.

Is call routing scalable for businesses of different sizes?

Yes, call routing is scalabile for businesses of all sizes. Dialaxy offers customizable call routing which can be tailored according to your business needs.

Can I track and monitor routed calls with Dialaxy?

Yes. Dialaxy includes call tracking and analytics so you can monitor call volumes, response times, and team performance to make informed decisions.

Can call routing be customized for specific needs?

Yes, call routing can be customized to meet specific needs. Dialaxy offers various call routing strategies, including skills-based routing, priority routing, and location-based routing, to ensure that calls are distributed efficiently and reach the appropriate team member every time.

What types of call routing strategies are available?

There are various call routing strategies available, including skills-based routing, alternating routing, priority routing, and location-based routing. These strategies ensure that calls are distributed efficiently and reach the appropriate team member every time

How does call routing benefit the business?

Call routing benefits businesses by directing customers to specialized agents, improving customer satisfaction, reducing wait times, and streamlining operations for increased productivity and cost savings. It’s an effective tool for optimizing operations and improving customer service.

Can call routing reduce missed calls and increase conversions?

Yes, by directing calls to available agents or backup lines, call routing helps minimize missed calls, leading to more customer engagements and higher chances of conversion.

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What is # 21 or # 62?