MCC Call Routing evaluates configured conditions — time of day, department, IVR selection, availability — and sends inbound calls to their correct destination automatically. Set your rules once in the admin portal.
Call routing uses configured rules to determine where an inbound call should be sent. When a call arrives, the routing system evaluates conditions — what time it is, what department the caller selected, whether agents are available — and delivers the call to the appropriate destination: a team, a queue, an extension, or voicemail.
MCC Call Routing is the rule layer that sits between the incoming call and its destination. You configure routing rules from the admin portal. Rules can be based on time schedules, IVR input, department, or other conditions. When a rule matches, the call is delivered automatically — no live agent needed to sort the call.
Call routing is distinct from, but works with, other call management features. IVR collects caller input that routing rules can act on. Call Queues hold callers when the routing destination is busy. Skills-Based Routing is a specialized routing approach that matches callers to agents by skill profile — it can be configured within or alongside standard routing rules.
Every inbound call passes through the routing engine before reaching its destination.
Route calls differently based on the time of day, day of week, or configured holiday schedule. Business-hours calls reach the team; after-hours calls go to voicemail or an on-call number.
Send callers to the team or queue that matches their need — Sales, Support, Billing — based on the department option they selected in the IVR or Auto Attendant.
Configure what happens when a queue is full, a team is unavailable, or a call goes unanswered. Overflow rules direct the call to an alternative destination rather than dropping it.
Route calls based on the option the caller selected in the IVR menu. A caller who presses 1 for Sales is routed to the sales team; a caller who presses 2 enters the support queue.
Route calls based on whether a team or agent is currently available — directing callers to an on-call number or voicemail when the primary destination is unavailable.
Build and modify routing rules from the MCC admin portal without code. Contact MCC to discuss your specific routing requirements and how to configure them.
A time rule routes calls during business hours to the sales team. Outside those hours, calls route to voicemail. A holiday schedule overrides both.
A caller who presses 1 for Sales is routed to the sales queue. A caller who presses 2 for Support enters the support queue. IVR provides the input; routing acts on it.
If the support queue exceeds maximum wait time, an overflow routing rule sends the call to a secondary team or voicemail — so no call is lost.
When business hours end, routing rules automatically redirect inbound calls to voicemail or an alternative destination — no manual intervention needed.
Broad rules for where calls should go — by time, department, IVR selection, or availability. Determines the correct team, queue, or destination for each call.
A specialized routing approach that matches each caller to the most qualified available agent based on configured agent skill profiles and proficiency levels.
→ Skills-Based RoutingCall routing delivers the call to the right place. Skills-based routing takes the next step — ensuring the right agent within that place receives the call based on their skills. For complex contact centers, these work together: routing delivers to a queue, and skills-based routing selects the best agent from that queue.
System-level rules that determine the destination for an incoming call before it is delivered. Routing operates on the platform and applies to all inbound traffic.
Redirects a call from one destination to another after it has already been delivered — e.g., from a desk phone to a mobile when unanswered, or always-forward to another number.
→ Call ForwardingRouting decides the initial destination. Forwarding handles what happens if that destination doesn't answer, or always redirects a specific number to another. Both can be active simultaneously in a complete call flow.
Presents callers with menu options and collects their keypad selection. IVR gathers the input that routing rules act on.
→ IVRUses the caller's IVR selection (and other conditions) to determine and execute the delivery to the correct destination. Routing is the decision and action layer.
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Set time rules, department routes, and overflow rules from the MCC admin portal. Contact MCC to discuss your routing requirements.