Every call reaches the right person every time.
Intelligent call routing, hunt groups, and auto-attendants configured to match how your business actually works. No more missed calls, no more callers bounced between departments, no more engaged tones.
60%
average reduction in call wait times after hunt group deployment
4%
typical call abandonment rate after intelligent routing is configured
24/7
automated routing handles calls outside business hours
UK-wide
deployment capability across all regions
Call routing configured to match your business.
Hunt Groups
Incoming calls ring multiple team members simultaneously or in sequence until answered. Configurable ring strategies including simultaneous, sequential, and round-robin. No call goes unanswered because one person is busy.
Auto-Attendant
Professional auto-attendant greets callers and routes them to the right department or person. Multi-level menus for complex organisations. Custom greetings recorded by your team or professionally voiced.
Time-Based Routing
Calls routed differently based on time of day, day of week, and bank holidays. Out-of-hours calls sent to voicemail, an on-call number, or an overflow service. Configured once and runs automatically.
Skills-Based Routing
Calls routed to the most appropriate agent based on skills, language, or department. Callers reach someone who can actually help them rather than being transferred multiple times.
Overflow and Failover Routing
When all agents are busy, calls overflow to a secondary group, voicemail, or external number. No engaged tones for callers. Queue position announced so callers know how long they will wait.
Call Queue Management
Callers held in a queue with music on hold and regular position announcements. Queue statistics visible in real time. Managers can see queue depth and agent availability at a glance.
From call flow mapping to go-live in days.
Call Flow Mapping
We map your current call flows and identify how calls should be routed. Departments, teams, individuals, and out-of-hours scenarios all documented before any configuration begins.
Routing Design
Call routing architecture designed to match your business processes. Hunt groups, auto-attendant menus, and time-based rules all designed and documented. Approved by your team before configuration.
Configuration and Testing
All routing rules configured on the VoIP platform. Every call flow tested end to end. Edge cases tested including out-of-hours, bank holidays, and all agents unavailable.
Greeting Recording
Auto-attendant greetings and on-hold messages recorded. Professional voiceover available or your own team recordings used. All audio files tested for quality before go-live.
Go-Live and Monitoring
Routing goes live on a confirmed date. Call flows monitored in real time for the first week. Any issues resolved immediately. Adjustments made based on real-world call patterns.
Ongoing Optimisation
Call routing reviewed regularly against your business needs. Seasonal changes, new departments, and staff changes all reflected in routing rules. Monthly reporting on call handling performance.
Intelligent call routing deployed across the UK.
Challenge: A Bristol insurance broker was losing calls because their single receptionist could not handle the volume. Callers were getting engaged tones and calling competitors instead.
Outcome: Hunt groups and call queuing deployed. Callers held with position announcements instead of getting engaged tones. Call abandonment rate reduced from 22% to 4%. Revenue increased as a result.
Challenge: A Sheffield dental practice needed to route calls differently for appointments, emergencies, and out-of-hours. Their existing system had no routing capability and all calls went to the same number.
Outcome: Multi-level auto-attendant deployed. Appointment calls routed to reception, emergencies to the on-call dentist, and out-of-hours to an answering service. Patient experience significantly improved.
Challenge: A Glasgow e-commerce business had a customer service team of eight agents. Calls were not distributed evenly and some agents were overwhelmed while others were idle.
Outcome: Round-robin hunt groups deployed with skills-based routing for returns and technical queries. Agent utilisation balanced. Average wait time reduced by 60%. Customer satisfaction scores improved.
Ready to stop losing calls to poor routing?
We will map your current call flows and show you exactly how intelligent routing would work for your business. Free assessment, no obligation.