Call Routing Services Key Terms

Learn more about call routing services

Call routing services are essential for creating a successful call center business. There are many types of call routing services to choose from, and the right one for any business will provide the tools to make a call center efficient and helpful to the callers. Some call routing services also use voice recognition technology for additional caller assistance. This allows information to be collected and used to route the call to a representative with the best skills to assist the caller.

Skills based routing (SBR)

Skills based routing assigns calls to call center representatives based on an evaluation of their skills to help the caller rather than the availability of the next representative.

Day of the week routing

Day of week routing sends calls to a specific destination based on the day of the week to assist customers when regular call center representatives are not available.

Conditional routing

Conditional routing is a method of call distribution that routes calls based on specific variables such as office hours.

Session initiation protocol (SIP)

Session initiation protocol is a signaling protocol used with telephony and Voice over Internet Protocol systems. SIP can be used in VoIP systems for call routing, but SIP works with email and other networking services.

Interactive voice response unit (IVR) routing system

An interactive voice response routing system allows direct calls to accept and interpret information from the caller's touch tone actions or voice recognition of the caller.

Automatic call distribution

Automatic call distribution (ACD) is the system used in many call centers to provide the best routing services to fit the needs of the consumer.

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