Telephony
Call routing
Also called: call distribution
Call routing is the logic that directs an incoming call to the right destination — a person, team, queue or voicemail — based on rules, business hours, caller input, or what an AI agent understands the caller needs.
AI voice agents make routing smarter: instead of a fixed menu, the agent understands intent and routes accordingly — or handles the call itself and only transfers when necessary.
Related terms
Warm transferTransferring a call to a human while passing along context — who's calling and why — so the caller doesn't have to repeat themselves.Interactive voice responseThe classic 'press 1 for sales' phone menu system. IVR is menu-driven and can't understand free speech — the predecessor to conversational voice AI.Inbound callingCalls that come in to a business. For AI voice agents, inbound means answering, understanding and resolving calls customers place to you.
See Call routing in a real call.
Book a 30-minute demo and watch Finn handle inbound and outbound calls end to end — no stack to assemble.
Try Finn for free