New and existing callers need different teams
Use clear phone-menu choices to send new enquiries and existing customer requests to their responsible groups.
Call routing
Business call routing for incoming business calls.
Set rules that send incoming calls to the right person, team, queue, location, or fallback.
Incoming call
1 · New customerSales team
2 · Existing customerSupport
Closed hoursVoicemail → email
In plain terms
What is call routing?
Call routing is the set of rules that decides where an incoming call goes. In VoxiPlus, a business number or phone-menu choice can send the caller to a person, ring group, queue, location, voicemail, or another configured fallback. A sales call can reach the sales team while an unanswered support call moves to voicemail, keeping each request on a clear path.
- People and teamsSend a call to one teammate, a department, or a ring group responsible for that request.
- Queues and locationsHold callers for an available team or direct them to the office that should respond.
- Fallback pathsChoose what happens when the first destination is busy, closed, or unanswered.
What you can do
Route by intent, ownership, and availability
- 01
Separate new and existing customers
Send new enquiries and current customer requests to the teams that own them.
- 02
Share calls across a team
Use a ring group when several people can answer the same sales, support, or front-desk call.
- 03
Change the path after hours
Send late calls to a clear message, voicemail, or a configured Voxi.ai workflow.
How it works
Build each route from entry point to fallback
- 01
Choose the entry point
Start with the business number, a phone-menu choice, or a schedule state.
- 02
Assign the destination
Send the call to one person, a ring group, a queue, a department, or a location.
- 03
Define the no-answer path
Decide what happens when the destination is busy, closed, or unanswered.
Routing scenarios
Route new enquiries, locations, and unanswered calls to the right destination
Several locations share the phone system
Route each location choice or number to its local team and give that path a defined fallback.
Nobody is available right now
Use a queue when waiting makes sense, or choose voicemail or Voxi.ai when another fallback serves the caller better.
Questions, answered
Frequently asked questions
Practical answers about setup, call handling, and how this feature fits into VoxiPlus.
Can calls ring more than one person?
Yes. Ring groups let several team members share incoming calls.
Can I change routing after hours?
Yes. Business-hours and after-hours rules can send calls to different people, messages, voicemail, or configured workflows.
Can callers choose their route from a phone menu?
Yes. An IVR menu can send each key choice into its own person, group, message, voicemail, or other configured call path.
Call routing
Give every incoming call a clear destination.
Connect your business number to the right people, groups, schedules, and fallbacks.