What is call routing?
Call routing refers to how calls flow through your system to different Auto attendants, call queues, users and voicemails. For internal calls, the routing is often simple. You dial the extension of the user you want to talk to and you will be routed first to their phone then to their voicemail if they don't pick up. For calls coming from outside your system call, routing can be more complex. A caller on your main number may be routed to an auto attendant where they can pick to be transferred to your sales or service departments. When they get to sales they are placed in a call queue to be answered by an agent, or if no agents are available they will be sent to voicemail. Here is a flow chart of what a system might look like.