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Call routing
Business call routing — every call reaches the right person.
Intelligent routing that directs calls based on who's calling, what time it is, and who's available — so customers get help fast and your team stays focused.
Trusted by 1,000+ Canadian businesses · 5,000+ users
62% of callers who can't reach a live person call a competitor immediately. Bad routing doesn't just frustrate callers — it costs you deals, wastes your team's time, and makes your business phone system look disorganized.
Included in every plan — from $20// extension / month.
Route by time, caller, or availability.
Three core routing modes — combine them however you need. No team playing traffic cop, no busy signals, no dead ends.
Time windows
9–17h
Front desk
17–21h
On-call
21–9h
Voicemail
Time-of-day
Front desk by day, on-call by evening, voicemail by midnight — automatically, every day.
Schedule-drivenCaller rules
VIP
Account manager
Spam
Block
First-time
Main menu
Caller-based
Recognize VIPs and route them to their account manager. Block known spam. Send repeat callers down the fast lane.
Caller ID-drivenTry in order
Bob
On a call
Sales group
Fallback
Availability
Tries your first-choice teammate. If they're on a call, it rolls to the next person — or the next group.
Live presenceMagic Routing: rules that think for you.
Go beyond basic routing. Build conditions based on caller ID patterns, time windows, and custom logic — then chain them together for routing that adapts to your business in real time.
Design visually in the Call Flow Builder
Routing rules
Live
Toronto support — business hours
IF
Caller area code is 416 / 647
AND
Time is Mon–Fri 9:00–17:00 ET
THEN
Ring Toronto support queue
Block known spam
IF
Caller is in Spam list
THEN
Reject call
Every destination, one platform.
Route to anywhere on your phone system — mix and match across destinations all from one dashboard.
"Great help in managing inbound and outbound calls."
HJ
Herve Joasil
Ecoclear Technology
Bad routing doesn't just lose calls — it loses customers.
Get started in 3 steps.
Start your free trial
Sign up and our team gets you configured within one business day.
Configure your routing rules
Set time-based, caller-based, or availability-based routing from the EMAK portal.
Go live
Every call reaches the right person — automatically. Your business phone system is ready.
Frequently asked questions.
What is call routing and how does it work?
Call routing is the process of directing incoming calls to the right person or department based on predefined rules. Your VoIP business phone system evaluates conditions like time of day, caller ID, and agent availability, then sends the call to the appropriate destination — all in milliseconds.
What are the different types of call routing?
The most common types are time-based routing (route by schedule), skills-based routing (match callers to qualified agents), caller-based routing (VIP treatment or spam blocking), and sequential/simultaneous routing (try one person or ring everyone at once).
What is skills-based routing?
Skills-based routing matches incoming callers to the team member best equipped to help them. For example, a French-speaking caller can be routed to a bilingual agent, or a technical inquiry can go straight to your senior tech. It reduces transfers and gets callers to resolution faster.