Call Routing Service for Small Businesses

Make sure every call gets to the right person with AccessDirect’s call routing service. We make it easy to keep customers happy by quickly connecting them to the right team or department — every time.

What Is Call Routing?

Call routing is the process of automatically directing incoming phone calls to the appropriate department, extension, or individual based on preconfigured rules. It allows callers to quickly reach the right person or information — without the need for a live receptionist.

For example, imagine a customer is calling your main business phone number. With a normal phone setup, one person would need to answer and directly transfer the call to whoever can help with the customer’s request. With call routing, the system handles this step for you. The customer may hear a menu that says “Press one for [sales], press two for [store hours], etc.” Or, they may immediately be transferred into a call routing sequence to be answered by the first available agent. The possibilities are many.

This system gives businesses control and flexibility by using a central number to direct calls to remote staff, cell phones, VoIP desk phones, etc. With today’s advanced technology, cloud-based call routing offers a seamless experience for businesses and their customers at an affordable price.

At AccessDirect, we offer call routing service for small-to-medium sized businesses to help you serve customers better than ever.

Benefits of Our Call Routing Service

With AccessDirect, our phone service is more than the sum of its parts. Whether you run a startup or an established firm, we help your business discover powerful solutions. Here’s what we bring to the table:

Direct Calls Effectively: Nobody likes to be transferred from one person to another, forced to repeat the same information again and again. Our call routing system can eliminate this trouble, connecting your customer with a knowledgeable team member who can provide fast answers to their questions.
Promote a Big Business Image: You can convey the feel of a large office, with multiple divisions — even if you’re just a one-person operation. When you’re with a client and not able to answer, our virtual call routing service answers for you.
Eliminate Busy Signals: Reduce hang-ups and lost opportunities by ensuring no customer is greeted with a busy signal when they call in.
Prioritize Incoming Calls: Make sure your staff isn’t overburdened with too many requests or self-serviceable inquiries. Freeing up their time allows them to focus more on developing the relationships that will grow your business.
Save Money: With a call routing service, you don’t need to hire a full-time receptionist. This frees up capital that can be invested in other areas.
Provide VIP Service: With calls routed to specific extensions, your staff can provide a high-quality experience for clients.
Tailor to Your Needs: Our phone service packages can be matched to a toll-free number or a series of local numbers in different service areas to expand your reach.

What Real Customers Say About AccessDirect

“Thanks a lot for your great assistance. We recorded the entire set of Hispanic greetings and each extension is directing us to the right place. We have a functional and professional voice message system. I really appreciate your dedicated attention to our needs.”

Javier Montoya

Insurance Agent

“My company has been working with Access Direct and Valerie Martin for nearly 2 years. Their phone service is very reliable, professional, and has helped us manage an ever-increasing demand of phone calls. Anytime we need ANYTHING at all, whether it be changes to our messages, or how calls are routed, we call customer service and ask for Valerie and she promptly helps us every time with 5-star service and support. Keep up the great work!”

Jeff H.

Cash For Your Mac / Quality Macs

“Your system has already brought in sales I didn’t expect. Thanks for all of your help, superior customer service, and dedication to your customers. I will be adding these programs to my existing packages, and once set up, I will be adding a box for that service as well.”

RICHARD GODDEAU

Global Software & Computer Solutions Centers, Inc.

Call Routing Service Features

With AccessDirect, you get everything you need to better serve your callers.

FIND-ME/FOLLOW-ME CALL ROUTING

Ensure every call reaches the right person by setting up a customized call flow. Connect callers to a live person whenever possible, minimizing the chances of calls going to voicemail.

VIRTUAL CALL MANAGEMENT

Handle calls easily with our virtual call routing system. Ensure every call is transferred smoothly, so your team can stay focused on the business at hand.

PROFESSIONALLY RECORDED GREETINGS

Make a strong impression with on-brand messaging. Our professionally recorded greetings enhance your brand with a polished, welcoming experience for anyone trying to reach your business.

VOICEMAIL TRANSCRIPTION

Stop wasting time listening to long voicemails. Our system turns voice messages into text and sends them straight to your inbox for quick and easy reading.

INDIVIDUAL OR DEPARTMENT EXTENSIONS

Whether you need extensions for individuals or entire departments, a custom phone menu allows callers to direct their requests to the right place.

MUSIC ON TRANSFER

Enhance hold times with music. Choose tunes that fit your brand and keep callers entertained while they wait.

DIAL-BY-NAME DIRECTORY

Help customers find the right extension quickly (without memorizing the number) with a dial-by-name directory.

CUSTOM SOLUTIONS

Every business is different, so pick the features that fit your needs. Build a call routing system and phone service package that works perfectly for you — without breaking your budget.

FAX TO EMAIL

Receive faxes through email to easily manage them digitally from anywhere.

VIRTUAL COMMAND CENTER

Manage all your communications with our online dashboard. Monitor call logs, adjust notifications, and record new greetings — all from your computer or smartphone.

MOBILE APP

Manage your system from anywhere with our mobile app. Update call routing settings, change greetings, check messages, and stay connected while on the go.

BONUS FEATURES

Add business SMS messaging and a dedicated fax number to your plan for just a few extra dollars per month.

Phone Service Packages for You

Three customizable plans at prices that make sense.

DIRECT EXECUTIVE

Perfect for solopreneurs or individual businesses. This plan includes one mailbox that can transfer calls to any of your phones, plus voicemail-to-email and transcription services. Take your calls from anywhere — at home, on the road, whenever you need.

$19.95 per month

DIRECT RECEPTIONIST

FOR SMALL BUSINESSES WITH 2-25 EMPLOYEES

Our most popular plan for small businesses. Provide your callers with a list of extensions to reach individuals or departments quickly. One phone number connects your entire team, whether they’re in the office or working remotely.

Starting at $27.95 per month

DIRECT ENTERPRISE

FOR COMPANIES WITH 25-100+ EMPLOYEES

Ideal for larger companies. This plan offers our Automated Answering Service, scaled up to meet the needs of bigger businesses. We’ll help you build a custom phone system that fits your business, no matter how many locations or employees you have.

Starting at $99.95 per month

Call Routing Methods for Small Businesses

There is more than one way to route a call. Here are a few ways you can choose to set up your call routing system according to your goals:

Direct Call Routing: Each department or campaign has its own dedicated phone number. When customers call that number, they're instantly connected to the first available agent in that department to get them the help they need.
Automated Call Routing: This system uses one main phone number for all services. An automated system collects information from the caller and directs them to the right department or campaign based on their needs.
Round-Robin Routing: Calls are evenly distributed among a group of agents. Each new call goes to the next available agent in a rotating order, so everyone gets an equal share of the workload.
Sequential Routing: Calls are assigned to agents in a specific order. The first agent on the list gets calls until they're busy, then the next agent takes over, and so on.
Time-Based Routing: Directs calls based on time zones or agent availability — perfect for businesses with international customers or those looking to extend their service hours.
Skills-Based Routing: Calls are routed to agents with the right expertise. The system gathers information from the caller, usually through an automated menu, and connects them to an agent with the skills to handle their specific issue (based on how you configure it).

While all of these call routing methods are viable, not all will work for you. The best way to figure out the right method is to try them and see how well they work. That’s why it’s so important to have a call routing service that’s flexible and adapts to your needs.

With an AccessDirect phone service plan, our team is always here to help you update your call routing settings when you need to make a change. Just tell us what you need, and we’ll take care of the rest.

Frequently Asked Questions

What is a call routing service?

A call routing service automatically directs incoming phone calls to the appropriate department, agent, or location based on predefined rules or sequences. Customers quickly reach the right person (or resource) without much human intervention. This improves efficiency and customer experience by reducing wait times and misdirected calls.

What is the difference between call forwarding and routing?

Call forwarding sends incoming calls directly from one phone number to another, typically to ensure calls are not missed when someone is unavailable.

Call routing directs calls based on rules, such as department, time of day, or agent skill set. It often involves a phone menu or automated system to guide callers to the right extension or line.

How does call routing work?

Call routing works by using predefined rules or automated menus to gather information from the caller. Then, based on their selection, the system directs the call to the appropriate agent, department, or phone line.

In other cases, call routing can be automated without user intent. You can also use a combination of automated and user-selection based methods to direct the calls.

The configurations of call routing are nearly endless.

Discover the Power of a Call Routing Service Partner. Try AccessDirect Today!

If you’re struggling to manage your incoming calls or simply want to provide a better caller experience, call routing is a great solution. AccessDirect makes it easy for you to direct callers to the right department automatically.

With our service, you get a full suite of features to delight your customers and project the perfect professional image — no matter the size of your business.

But we don’t just sign you up and wish you luck. Our team will handle your whole account setup. We walk you through any changes, and answer any questions you may have. When you call, you’ll always talk to an expert who knows your business.

Discover what an intelligent call routing service can do for your small business. Try AccessDirect free today.