Glossary
What is call routing?
Call routing is the logic that directs an incoming call to the right destination — a person, department, queue, or system — based on rules like who's available, what the caller needs, or the time of day.
Smarter routing with AI
Traditional routing relies on menus or fixed rules. An AI receptionist understands what the caller actually needs and routes accordingly — handling routine calls itself and escalating to the right person only when necessary, which cuts transfers and hold time.
Related terms
Ahoya is an AI receptionist that answers every call 24/7.
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