Call Routing & IVR
Route every call to the right place, with the right rules
EaseDial's call routing engine handles skills-based routing, IVR menus, time-based rules, and multiple queue strategies — configured through the admin portal, not custom code.
Routing Strategies
Routing strategies
Different operations need different routing logic. EaseDial supports multiple strategies — used separately or combined depending on the queue and team structure.
Skills-Based Routing
Match callers to the agent most qualified to help them — by language, product knowledge, account type, or any custom skill attribute. Calls go to the right person first rather than the next available generic agent.
Round Robin
Distribute incoming calls evenly across available agents in the queue. Prevents any one agent from receiving all calls while others are idle.
Priority Routing
Define which agents or agent groups receive calls first. High-priority agents handle calls before lower-priority groups are tried.
Longest Idle
Route calls to the agent who has been available the longest without a call. Distributes work evenly over time rather than by strict rotation.
Time-Based Routing
Different routing rules apply during different hours and days. After-hours calls route to voicemail, an overflow queue, or an auto-attendant message.
IVR & Menu Routing
Callers choose their destination through an interactive menu — pressing 1 for sales, 2 for support, and so on. Routing is defined by the menu selection.
Configuration
How call routing works in EaseDial
When a call arrives, the routing engine evaluates it against the configured rules for that number and time of day. The IVR presents any required menus, collects input, and passes the call to the appropriate queue or extension.
Inside the queue, the routing strategy determines which available agent receives the call — skills match, longest idle, round robin, or priority, depending on the queue configuration.
Related features: call queues, AI Voice Agent (handles calls before queue), call recording.
Admin Portal
Configuration without custom development
Routing rules, IVR menus, business hours, queue strategies, and skill assignments are all configured through the EaseDial admin portal. Changes take effect without code changes or support tickets.
For operations that use outbound campaign dialing, the same admin portal manages campaign dialer settings alongside inbound routing.
FAQs
Call Routing FAQs
What is call routing?
Call routing is the process that determines where an incoming call goes after it is answered by the phone system. This can involve an IVR menu, a call queue, specific agent groups, time-of-day rules, or AI-based intent detection. The goal is to connect callers to the right person or resource efficiently.
What is skills-based routing and when should I use it?
Skills-based routing matches incoming calls to agents based on defined attributes rather than simply availability. Use it when callers have specialized needs — language requirements, product-specific questions, account tier differences — and routing to a random available agent would produce worse outcomes than routing to the most qualified one.
What is the difference between IVR and ACD?
An IVR (Interactive Voice Response) is the automated menu that greets callers and collects their input. An ACD (Automatic Call Distributor) is the system that distributes calls from a queue to available agents based on routing rules. They work together: the IVR collects where the caller wants to go, and the ACD decides which agent gets the call.
Can routing rules change outside of business hours?
Yes. Time-based routing applies different rules depending on the time of day and day of week. After-hours calls can route to voicemail, a fallback queue, a different auto-attendant, or an external number — configured separately from business-hours routing.
Related guides
See call routing configured for your use case
Book a demo and we'll walk through IVR setup, queue strategy, and skills-based routing for your operation.