Call routing solutions for small businesses
Automatically route customer calls to the right team with ZIA ‘s advanced call routing system. Personalize your call paths, business hours, and IVR phone menus using our intuitive drag‑and‑drop call flow designer. Plus, ensure every inbound call gets answered with our intelligent AI virtual agent
Plans start at $15 per user each month
What is call routing?
Call routing is a key phone system feature that directs incoming calls to teams using predefined rules and conditions. Calls can be routed to team members based on their availability, caller preferences, time of day, and other factors.
Call routing is ideal for small and growing businesses, as it helps minimize missed calls and boosts team efficiency. Incoming calls are sent to the appropriate team members based on availability. With phone menus, callers can directly connect to the right team member, improving their experience by avoiding hold times and unnecessary transfers.
Call routing software isn’t just for large call centers. Previously exclusive to enterprises, advanced call routing features are now available in modern business phone systems. You don’t need technical skills either. Systems like MCM offer drag-and-drop call flow builders to set up custom routing within minutes.
Types of call routing
MCM offers six effective call routing methods.
Shared number routing
Ring available teammates simultaneously using a shared phone number, ensuring the right person answers in real-time. This boosts team efficiency during peak times.
Sequential routing
Ring teammates in pre-set batches via sequential ring. If one batch is unavailable, the call moves to the next. This ensures seamless connectivity.
Round-robin routing
Distribute calls evenly among teammates to ensure everyone speaks with customers. Set up round-robin routing by rotating individuals, prom
Shift-based routing
Ring teammates based on their shift times to ensure coverage. Team members can set their work schedules in MCM, optimizing availability and response times.
Time-based routing
Customize call routing based on the time of day. Set different options for business, ensuring efficient call management and improved customer experience.
Automated call routing
Provide 24/7 call coverage with AI agent Sona, delivering seamless customer service. Set custom instructions to route calls to the right team for fast, efficient responses.
Set up MCM’s call routing software in four easy steps
- Start by trying MCM with a free trial and choose the Business plan.
- Launch the MCM app on web, desktop, or mobile.
- Invite your team members.
- Create your custom call flows using the call flow builder in your number settings.
Why choose MCM’s VoIP call routing solution?
Small business teams can quickly set up and adjust call flows with MCM. Access advanced call flow features typically available to large call centers.
Create custom call flows in minutes
Easily drag and drop call flow steps with MCM’s visual builder. No technical expertise needed.
Save time with flexible call flows
Switch between default and custom call flows based on your team’s needs. Set up flows for weekends, holidays, or emergencies.
Choose from reliable backup routing options
Ensure backup options for callers so you never miss potential customers. Set up custom voicemails, SMS auto-replies, or call forwarding to a backup number or Sona.
All the call routing tools your team needs
Phone menus
Offer self-service options with an auto-attendant or IVR, allowing customers to quickly find solutions without waiting for an agent
Warm call transfers
Offer self-service options with an auto-attendant or IVR. Transfer callers to colleagues with full context, enhancing efficiency.
Ring order
Manage how calls reach your team with custom ring groups, ensuring optimal routing and faster responses.
Temporary call flows
Switch seamlessly between default and custom flows to match your business needs and optimize operations, enhancing flexibility
Play audio
Use pre-recorded audio messages to quickly update customers, ensuring timely communication and consistent service.
Group calling
Bring stakeholders together on one call, enhancing collaboration, productivity, and streamlining communication effortlessly.
Benefits of using a call routing service
Discover how small business teams scale faster with our advanced call routing system.
1. No more missed calls
Call routing enables your team to manage inbound call volume efficiently. Using shared numbers, calls are routed to team members based on your custom ring settings.
If your team is unavailable, route calls to backup options like an AI answering service. AI agents like Sona engage customers more effectively, encouraging them to leave messages instead of voicemail.
2. Boost customer satisfaction
Call routing saves customers time by connecting them directly to the right team member or allowing them to leave a message with your answering service—eliminating long waits and unnecessary transfers.
Offer self-service options with phone menus. Customers can speak to an AI agent for basic questions or connect with a rep for MCMtes, ensuring they get what they need quickly.
3. Maximize team efficiency
Free up your team’s time and help them focus on high-priority calls. Efficient call routing ensures every call reaches the right person without manual transfers. Basic inquiries can be handled by an AI receptionist, while Sona manages callback services—allowing your team to prioritize urgent customer needs.
Why thousands of growing teams trust MCM
Save time on repetitive tasks and deliver a superior experience to your customers with MCM
Access all the numbers you’ll ever need
MCM lets you access as many phone numbers as your business requires. Assign numbers to employees, teams, or locations. Get local US or Canadian area codes to inspire trust, or choose a North American toll-free number for broad customer reach. Plus, easily port existing numbers without service interruptions.
Every user in your MCM workspace gets a dedicated number. Set up shared numbers for departments or across your company. Need more? Additional numbers cost $5 per month each.
Call and text without limits
With MCM, there are no overage fees. Make unlimited calls to anyone in the US or Canada. For international contacts, enjoy affordable rates compared to traditional carriers.
Continue conversations via SMS and MMS with MCM’s messaging features. Send unlimited texts to US and Canadian numbers, using local or toll-free numbers. Schedule messages for time zone optimization and set up automated responses or message templates.
Access MCM from your existing devices. Connect from any computer, tablet, or smartphone with an internet connection or mobile data. Our apps are available for Mac, Windows, iOS, and Android, or use our web app to make calls and send texts.
Support ongoing team collaboration
Keep your team aligned with shared numbers. Multiple teammates can send and receive messages simultaneously, splitting call and message responsibilities. Shared inboxes make it easy to stay on top of customer conversations.
Need assistance with a message? Collaborate in real-time using internal threads. Tag team members next to customer messages for input. Threads are visible only to your team.
Speed up workflows with integrated tools
Integrate MCM with your essential tools. Share call and text data where your team needs it. Log all communications by connecting MCM to your CRM, with integrations for HubSpot, Jobber, and Salesforce. Also, connect MCM to your Slack and email accounts. Build custom integrations using Zapier and Make, or use the MCM API for advanced setups.
Automate admin tasks
Increase productivity with MCM’s automation features. Let automatic call recording and summaries handle call details. No more manual note-taking. Every call includes a timestamped transcription and action items, all stored in one place.
Automate text workflows with SMS auto-replies and call routing rules to send SMS if you miss a call. Set up multi-step workflows with Zapier or Make to automate appointment confirmations, reminders, and follow-ups.
Improve team performance over time
Help your team continuously improve with MCM’s monitoring and analytics tools.
Track real-time performance with call views, using filters for call tags and contact properties. View trends across your team on the analytics dashboard and get weekly, monthly, quarterly, and annual performance insights.
No hidden charges
Discover your upfront investment in a business phone solution on our pricing page.
Frequently Asked Questions
Can’t find your answer here? Visit now our MCM Help Center.
What call routing options does MCM provide?
Call routing directs incoming calls using preset rules that determine which team member answers.
Here are several ways business phone systems route calls for you:
Ring order: Set how your team receives calls—simultaneously or in a custom sequence.
Interactive voice response (IVR): An IVR lets callers select their desired department.
Time of day: Adjust routing based on your business hours.
Rep availability: Route calls to the next available rep if someone is busy or unavailable.
AI call transfer: Callers can request an AI assistant to transfer them to a human rep for escalations or emergencies.
What’s the difference between call routing and call distribution?
Call routing is a business phone feature that directs incoming calls to team members based on preset criteria, such as business needs, rep availability, and customer preferences.
Call distribution, however, is a call routing feature that automatically prioritizes which team members receive an incoming call. Automatic call distribution (ACD) is commonly found in call center software. With ACD, agent performance is measured by metrics like first call resolution and call handling time.
Small business teams don’t need ACD in their phone system since they won’t evaluate reps based on those metrics.
What is skills-based routing?
Skills-based routing connects callers with team members who have the expertise to address customer needs.
For example, if a customer calls to return a product, skills-based routing can direct them to the right representative.
You don’t need contact center software to implement skills-based routing in your business. Using a phone menu, you can allow customers to connect with team members based on their expertise.
Which MCM plans include call routing?
MCM’s Starter plan includes business hours, basic call forwarding, and shared number routing. The Business plan offers phone menus, custom ring groups, and advanced call forwarding. All MCM plans include access to the call flow builder. You can also use Sona with any MCM plan.
What are best practices for setting up call routing?
Here are five best practices to set up a call routing strategy that benefits your team:
Design an effective phone menu: Keep greetings concise and place the most common options first. Use call transcripts and voicemails to identify frequently asked questions and structure your menu to address them immediately.
Configure custom ring orders: Set custom ring orders to route calls efficiently. Keep ring durations at 15 seconds minimum or 10 seconds if you have 3+ team members.
Add a default option for menu navigation: Always provide a fallback for customers who don’t select an option. You can route them to repeat the menu, forward them to Sona, or connect them to a team member.
Set time-based call handling rules: Configure call flows for business hours and after-hours. Set up temporary flows for lunch breaks or peak times to ensure calls are managed effectively.
Test, track, and iterate regularly: Have your team test the call flow before launch. Use MCM’s analytics to track which options are most useful to callers. Update your flow based on this data and evolving business needs
Is it possible to route calls to a non-MCM number using a phone menu?
Yes, MCM’s call management system enables users to transfer calls to any US or Canadian phone number.