Call routing decides where an incoming call goes. Rules can route by time of day, caller input from an IVR menu, the dialed number, or agent availability, so callers reach the right place without manual transfers.
Good routing cuts hold times and dropped calls. Common patterns include round-robin, skills-based, and time-based routing.
Frontdesk routes intelligently by understanding what the caller actually wants, flagging urgent calls to you and handling routine ones itself.