How to choose the right call routing software (+ our own picks)

Main takeaways

• Call routing software helps you make sure your prospects and clients are connected to the best possible agent in the minimum amount of time.
• The most advanced options let you choose between different type of routing (cascade, round robin, idle time or simultaneous).‍
• Allo is the best pick for small teams that want simple, effective call routing with an AI receptionist included at no extra cost. Google Voice works well if you just need basic call forwarding on a budget, though it lacks advanced routing options. Dialpad stands out for mid-sized teams that want flexible routing rules combined with strong AI features.

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Your best salesperson just missed a call from a prospect ready to sign.

Why? The call rang on the wrong desk.

Meanwhile, three other team members were free, scrolling through Slack.

That's not a people problem. That's a routing problem. And it's exactly the kind of thing call routing software is built to fix.

In this guide, we'll explain how call routing works, the different types available, and compare the best call routing solutions on the market so you can pick the right one for your team.

What is call routing, and how does it work?

Quick definition

Call routing software automatically directs incoming calls to the right person or team based on rules you define. Instead of every call hitting a single phone and hoping someone picks up, the system follows a logic you set: ring this person first, then that team, then send to voicemail.

Think of it as a traffic controller for your phone lines. It decides who gets the call, when, and what happens if nobody answers.

Most modern call routing runs through cloud-based VoIP phone systems. You configure your rules from a dashboard or app, and the system handles everything from there, no hardware required.

Call routing vs. call forwarding

These two terms get mixed up a lot, but they're not the same thing:

• ‍Call forwarding is simple redirection. A call comes in on number A, and it gets sent to number B. One rule, one destination. It's useful if you want your office number to ring on your mobile when you're out, but that's about it.‍
• Call routing is a more sophisticated system. It can evaluate multiple conditions (time of day, caller's location, agent availability, skills) and distribute calls across a team based on the logic you define. It can also chain actions: ring three agents, then play a message, then send to an AI receptionist.

In short, call forwarding is one arrow pointing somewhere else. Call routing is an entire decision tree.

If you just need to redirect calls to your personal phone, check out our guide on call forwarding services.

For anything more complex, keep reading.

The different types of call routing

Not all routing strategies work the same way. Here are the main ones you'll encounter:

• Simultaneous ring. Every team member's phone rings at the same time. The first person to pick up gets the call. It maximizes your chances of answering quickly, which is perfect for small teams where speed matters more than even distribution.
• ‍Fixed order routing (cascade routing). Calls go to agents in a set sequence. Agent 1 rings first; if they don't pick up after a delay, it moves to Agent 2, then Agent 3, and so on. This works well when you have a clear hierarchy, like a lead salesperson who should always get first crack at incoming calls.
• Round-robin routing. Calls are distributed evenly across the team. Agent 1 gets the first call, Agent 2 the second, and so on in a cycle. It keeps workloads balanced and prevents one person from handling everything while others sit idle. Great for sales teams where fairness in lead distribution matters.
• Idle time routing (longest idle). Each new call goes to the agent who has been free the longest. It's similar to round robin but smarter: instead of following a fixed cycle, it accounts for actual availability. This is the go-to for busy teams where call durations vary a lot.
• Skills-based routing. The system matches callers to the agent with the right expertise. A Spanish-speaking caller gets routed to a bilingual agent. A technical question goes to your support engineer. This requires tagging agents with skills in your system, but it reduces transfers and speeds up resolution. It's ideal for support teams handling varied requests.

Which one should you pick? It depends on your team and priorities.

AI call routing

Intelligent call routing is changing the game in two important ways:

• ‍AI-powered IVR. Traditional IVR menus ("Press 1 for sales, press 2 for support") force callers into rigid paths. An AI IVR can understand what callers actually say and route them accordingly. Instead of pressing buttons, the caller says "I need help with my invoice" and the system sends them to the billing team. It's faster, less frustrating, and reduces misrouted calls.
• ‍AI receptionist. When nobody on your team is available, an AI receptionist can step in. It can greet callers, answer common questions, take messages, and even book appointments. This means your business never truly goes silent, even after hours. For small teams that can't afford to staff a front desk around the clock, this is a significant upgrade over a basic voicemail box.

No, let's look at the best options on the market.

Best call routing software

How to pick one

Before diving into specific tools, here are the key factors to evaluate:

• ‍Flexibility of routing rules. Some tools only offer basic forwarding. Others let you build multi-step flows with cascading rules, time-based conditions, and fallback destinations. Make sure the system supports the routing type your team actually needs.‍
• AI features. An AI IVR or AI receptionist can make a real difference, especially for small teams. It's the difference between a missed call turning into a voicemail and that same call turning into a booked meeting. Check whether AI is included in your plan or billed as an add-on.‍
• Pricing. Look beyond the headline number. Some providers charge per user, others add fees for features like call recording, analytics, or AI. Watch out for minimum license requirements that inflate the cost for small teams.‍
• Integrations. If your team lives in HubSpot, Salesforce, or Pipedrive, your phone system should sync with your CRM. Otherwise you're stuck logging calls manually.‍
• What are your actual needs? Be honest about what you need. If all you want is basic call forwarding to your mobile, a full-blown cloud PBX might be overkill. If you're running a sales team, you'll want routing, recording, and CRM integration at a minimum.

Important note: the call routing options listed below depend on the plan you pick. For this comparison, we chose the "regular" plans, not the plans dedicated to call centers.

Allo, best for small teams

What is Allo?

We created Allo in 2024 as a mobile-first AI phone system for small teams and salespeople. It's built around the idea that your business phone should be as easy to use as your personal one, with AI doing the heavy lifting when you can't pick up.

Why Allo is a good choice for call routing

Allo keeps routing simple without sacrificing flexibility. You get two routing strategies (cascade and simultaneous ring), an AI receptionist that handles calls when nobody answers, and the ability to share one phone number across your whole team, so you don't need to buy a separate line for each person.

The AI receptionist is included in the Business plan at no extra charge. It speaks English, French, and Spanish, and can take messages, answer questions, and interact with callers on your behalf. No per-minute billing, no add-ons.

How call routing works in Allo

Allo offers two routing modes on the Business plan:

1. Cascading calls. It rings team members in the order you set, with a custom delay between each. If nobody picks up, the call is sent to the AI receptionist.
2. Simultaneous ring. Every team member's phone rings at the same time. Again, the AI receptionist is the fallback if no one answers.

You don't need a separate phone number for each team member. Allo lets you share one number across your team, which keeps things clean and reduces costs.

Allo pricing

Allo offers two plans:

• Starter: $25/month - 1 user max. Includes unlimited calls, a local phone number, AI summaries, IVR.
• Business: $45/month per user. Includes integrations, unlimited AI answering service, SMS and international calls.

Both plans include a 7-day free trial.

You'll need the Business plan to use call routing.

Allo demo video

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Google Voice, best for basic call forwarding

What is Google Voice?

Google Voice is Google's phone system, launched in 2009. It's extremely popular among consumers because the personal version is free. For businesses, it integrates tightly with Google Workspace but stays deliberately simple: there are almost no third-party integrations and very few AI features.

Why Google Voice is a good choice for call routing

Honestly, Google Voice is not a great choice for call routing specifically. On the Starter plan, it only supports basic call forwarding, not true call routing. You can redirect calls to another device, send them to voicemail, or forward to another number, but you can't set up ring groups, cascade routing, or skills-based distribution.

That said, if your needs are genuinely simple (forward calls to your cell when you're away from your desk) and you're already paying for Google Workspace, it's hard to beat the price.

If you're ready to invest in the Standard or Premier plans, you will unlock ring groups and will access three call routing options: round robin, simultaneous, or fixed order.

How call routing works in Google Voice

Google Voice supports call forwarding, not full call routing. You can customize rules per contact or for anonymous callers, choosing between ringing another device, redirecting to voicemail, or forwarding to a specific phone number.

True call routing (with ring groups and distribution rules) is only available on the Standard plan ($20/user/month), and even then, the options are limited compared to dedicated phone systems.

Google Voice pricing

If you're not paying for Google Workspace, you can only access the Starter plan ($10/user/month). It works for one user only, includes unlimited domestic calling, unlimited US texting, and voicemail transcription.

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If you're a Google Workspace subscriber, there are three plans available you can choose from:

• Starter ($10/user/month). Up to 10 users and works in 14 countries.
• Standard ($20/user/month). Same features plus an unlimited number of users, on-demand call recording, and call routing.
• Premier ($30/user/month). Includes automatic call recording and advanced reporting of voice activity with BigQuery.
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Google Voice demo video

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Dialpad, best for mid-size teams

What is Dialpad?

Dialpad was founded in 2011 by Craig Walker, who previously created GrandCentral (which Google acquired and turned into Google Voice). The company  offers three products: Connect (general phone system), Support (for support teams), and Sell (for sales teams).

Why Dialpad is a good choice for call routing

Dialpad offers the widest variety of routing types among all the tools in this list.

AI is included in all plans for free, which is rare. Their call summaries, live coaching, and transcription work across 9 languages.

How call routing works in Dialpad

Dialpad lets you set routing rules at the department level. Each department can use a different strategy:

• Fixed order: calls ring agents in a set sequence.
• Round robin: calls rotate evenly.
• Idle time: calls go to the longest-idle agent.
• Simultaneous: all agents ring at once.

If no one picks up, Dialpad can forward the call to voicemail, another department, another team member, or an automated menu. You can also create call forwarding rules on top of your routing setup.

The Standard plan ($27/user/month) includes up to 3 departments. The Pro plan ($35/user/month) expands that to 25.

Dialpad pricing

Dialpad Connect comes with two plans:

• Standard: $27/user/month. Includes unlimited calling (your country, the US, and Canada), a local number, call forwarding, call recording, and up to 3 departments.
• Pro: $35. Includes SSO, phone support, and up to 25 departments.

Dialpad demo video

CloudTalk, best for international teams

What is CloudTalk?

CloudTalk is a phone system founded in 2016. It targets sales and support teams, including call centers, and boasts 4,000 customers across 100 countries.

Why CloudTalk is a good choice for call routing

CloudTalk includes ring groups from its entry-level plan, which makes it accessible even on a budget. You get four routing strategies (ring all, round robin, random, and least recent) and local numbers in 160+ countries, the widest coverage in this list. If your team handles a lot of international calls, CloudTalk is worth a close look.

They've also launched an AI voice agent that supports both inbound and outbound calls, though it's billed separately.

How call routing works in CloudTalk

Routing rules in CloudTalk are defined at the ring group level. Each ring group can use one of four strategies:

• Ring All: every agent in the group rings simultaneously.
• Round Robin: calls go to agents one at a time in sequence.
• Random: a random available agent gets the call.
• Least Recent: calls go to the agent who hasn't answered one in the longest time within that group.

Ring groups are included starting from the Lite plan ($27/user/month), but integrations require the Essential plan ($39/user/month).

CloudTalk pricing

• Lite: $27/user/month. Unlimited domestic calls, local numbers (160+ countries), ring groups.
• Essential: $39/user/month. Business hours, IVR, integrations.
• Expert: $69/user/month (min. 3 licenses). Power dialer, live monitoring, WhatsApp.

14-day free trial, no credit card required. AI voice agents are billed separately.

CloudTalk demo video

Aircall, best for mature teams

What is Aircall?

Aircall started in Paris in 2014 as a way to challenge traditional, hardware-heavy phone systems. They quickly pivoted to focus on CRM integrations, realizing that a well-connected phone system was what businesses actually needed.

Why Aircall is a good choice for call routing

Aircall has strong routing capabilities combined with excellent CRM integrations. They support random, simultaneous, and longest-idle routing, and their native integrations with Salesforce, HubSpot, and Zendesk are among the deepest in the market.

If you're a mid-sized team that relies heavily on CRM workflows, Aircall's integration depth is its main selling point.

How call routing works in Aircall

Aircall supports three routing strategies:

• Random: selects a random available agent. Busy agents are added back to the pool if they become free before the queue time ends. Each agent rings for 25 seconds.
• Simultaneous: all available agents ring at the same time.
• Longest idle: rings the agent who has been idle the longest for 25 seconds, then moves to the next.

If nobody picks up, Aircall waits for busy agents to become available before the queuing time ends, which reduces missed calls.

Routing is available starting from the Essentials plan ($40/user/month).

Aircall pricing

Aircall offers two plans:

• Essentials: $40/user/month (min. 3 licenses). Local number, unlimited US/CA calls, IVR, call recording, SMS.
• Professional: $70/user/month (min. 3 licenses). Advanced analytics, power dialer, voicemail drop.

7-day free trial.

For a deeper dive, check our Aircall pricing breakdown.

Aircall demo video

Nextiva, best for large teams

What is Nextiva?

Nextiva was founded in 2008 in Scottsdale, Arizona. Their mission was to make every business, regardless of size, operate like a Fortune 500 company. They offer a unified communications platform that combines voice, video, team chat, SMS, and even light CRM tools in one place.

Why Nextiva is a good choice for call routing

Nextiva supports both simultaneous and sequential ring with priority ordering, plus overflow options when no one answers. It's a solid fit for larger, US-based teams that want voice, video, and messaging under one roof.

They also offer an AI receptionist (XBert) and an AI IVR, though both come at a steep premium. XBert costs $99/month for 100 interactions, then $0.99 per additional interaction. The AI IVR requires a custom quote.

How call routing works in Nextiva

Nextiva offers two main routing options:

• Ring everyone at once: all available agents ring simultaneously.
• Ring users one at a time: agents ring sequentially based on a priority order you define.

When no one answers within a specified time, you can forward the call to another number, a specific user, or voicemail. Overflow rules let you define a fallback destination for peak times.

Call routing is included from the Core plan ($23/user/month), but advanced features like AI transcription and intelligent routing require the Power Suite CX plan ($75/user/month).

Nextiva pricing

Nextiva offers three plans:

• Core: $23/user/month. Phone number, SMS, video, call routing, team chat.
• Engage: $50/user/month. Advanced reporting, web chat, toll-free number.
• Power Suite CX: $75/user/month (up to 100 agents). AI transcription, intelligent routing, call scoring.

AI Receptionist (XBert) is billed $99/month per 100 interactions.

We also wrote a guide on the top Nextiva alternatives.

Nextiva demo video

Nextiva gates their demos behind a sales process. You can request one on their website.

Frequently asked questions about call routing solutions

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