Glossary
What is call routing?.
Call routing is the process of directing an incoming call to the right destination based on a set of rules. Who handles the call, whether a person, a voicemail, or a system, is determined by those rules before the first word is spoken.
Call routing is a phone system function that directs incoming calls to a specific person, team, or system based on defined rules. Rules can be based on time of day, caller input, the number dialed, or the caller's stated need. Routing ensures the caller reaches the right handler on the first try.
Rules-based. Call routing decisions are driven by rules the business sets: time, caller, dialed number, or inquiry type.
Time-based routing. After-hours routing sends calls to a different destination, such as an AI answering layer, when the office is closed.
Reduces transfers. Good routing gets the caller to the right person or system on the first leg, without bouncing between departments.
Works with AI. AI can route on the content of what the caller says, not just which key they pressed or which number they dialed.
Configurable. Routing rules can be updated by the business without a telecom engineer, on modern cloud phone systems.
How does call routing work?
When a call arrives, the phone system evaluates a set of conditions: what number was dialed, what time it is, what the caller pressed or said, or who is available. Based on those conditions, the system routes the call to a destination: a specific extension, a ring group, a voicemail box, or an external number.
Simple routing is just time-based: business hours go to the front desk, after hours go to voicemail. Advanced routing uses the caller's intent. If a caller says 'I have an emergency,' intelligent routing can flag that and page a person directly.
What are the main types of call routing?
Time-based routing is the most common: different rules apply during business hours, after hours, and holidays. Skills-based routing sends technical questions to one team and billing to another. Queue routing holds callers in order and distributes to the next available agent.
AI-based routing uses conversational AI to understand what the caller actually wants before routing. It answers routine questions on the spot and routes to a human only when the call genuinely needs one.
Time-based routing
Routes calls differently during business hours, after hours, weekends, and holidays.
Menu-based routing
Uses IVR menus to ask callers to self-select a destination by pressing a key.
Skills-based routing
Directs calls to the team member or department best equipped to handle a specific inquiry type.
AI-based routing
Understands caller intent from natural speech and routes only what a human needs to handle.
How does Leap handle call routing?
Leap answers first, then routes. Rather than routing a call before anyone has spoken, Leap has the conversation, answers questions, and books callers. Only when the call is beyond its scope does it transfer to the right person on the rules the owner sets.
That means fewer unnecessary transfers. A caller asking about hours never gets routed to a person. A caller asking to speak with the owner does. The owner sets those conditions in Leap's configuration and can change them at any time.
Frequently asked questions
What is call routing?
Call routing is the process of directing an incoming phone call to a specific destination based on rules the business defines. Those rules can be based on the time of day, the number dialed, what the caller pressed or said, or who is available to take the call.
What is the difference between call routing and call forwarding?
Call forwarding redirects all calls from one number to another, without conditions. Call routing applies conditional rules: after hours go one place, business hours go another, emergency calls go to a specific person. Routing is more flexible.
What is intelligent call routing?
Intelligent call routing uses the caller's intent, history, or spoken words to decide where the call goes, not just a menu press. AI-based systems that understand natural speech can apply routing logic based on what the caller actually says.
Does Leap include call routing?
Yes. You set rules in Leap for which calls to handle automatically and which to transfer to a person. Urgent calls, owner-requested calls, and situations outside Leap's knowledge all transfer to the number you designate.
How is AI call routing different from IVR routing?
IVR routing requires the caller to press a number. AI routing understands what the caller says and routes based on meaning, not menu selection. A caller who says 'this is urgent' can trigger a different route than one asking about hours.
Can I set after-hours routing rules with Leap?
Yes. Leap is set up via call forwarding on your existing number. When you set your forwarding conditions, calls that fall outside staffed hours go to Leap automatically, and Leap handles or routes them based on your rules.
What happens when Leap routes a call to me?
Leap calls the transfer number you set, announces the caller and why they are being transferred, and connects you. You hear a brief summary before the caller joins, so you are not walking in blind.
Is call routing the same as call screening?
They overlap but are distinct. Screening identifies or qualifies a caller before routing. Routing decides where the call goes. Leap does both: it screens callers by conversing with them, then routes based on what it learns.
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