What is Call routing?
Directing a call to the right destination.
Call routing decides where an incoming call goes — which team, which person, which queue. Rules can consider the number dialled, the time of day, the caller's history, or, with a voice agent, what the caller actually says they need.
This is an industry glossary. A term defined here is not a statement that Drop AI provides it — see the pricing page for what is included.
Related
Terms that come up alongside it
Call operations
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