Advanced Call Routing
for Agencies and Businesses
Where Every Lead Counts

This system uses features such as skills-based routing, sequential routing, and call queues to connect callers to the right agent the first time. By reducing unnecessary transfers and eliminating wasted time on misdirected calls, agents stay focused on qualified leads. This improves agent productivity, helps teams meet call center target goals, and facilitates faster customer resolution.

Yes. Our inbound call routing software supports business hours and holiday routing, automatically forwarding calls after hours to voicemail, answering services, or alternate agents. This ensures that businesses maintain 24/7 call handling without losing leads. Even when offices are closed, advanced routing rules ensure that every caller reaches a touchpoint, protecting revenue opportunities and supporting customer satisfaction around the clock.

AvidTrak combines AI-powered routing with built-in spam call filtering to prevent robocalls and nuisance traffic from reaching your agents. By keeping call queues clear of fake or irrelevant calls, businesses can protect resources and focus only on genuine leads. This improves agent efficiency, strengthens call management strategies, and ensures marketing campaigns generate measurable ROI from real customer interactions.

Absolutely. AvidTrak advanced call routing solutions include geographic routing with zip code routing and area code routing rules to connect callers to the nearest office, branch, or franchise location. This ensures every caller is served by the right local team, which builds trust, improves customer experience, and raises conversion rates. For multi-location businesses, this feature is critical for delivering consistent service.

Yes. Our platform integrates call routing software with reporting dashboards, call logs, and AI-powered transcription, allowing businesses to gain actionable data. Managers can track call flows, review routing policies, and tie inbound calls to specific campaigns. By combining routing with analytics, our platform helps agencies and enterprises measure ROI, optimize call handling, and continuously improve marketing effectiveness.

Using AI-powered conversation outcome extraction, AvidTrak automatically identifies key moments in calls, such as pricing inquiries. This feature helps businesses act on valuable leads immediately, improving agent efficiency and streamlining call management. It also strengthens marketing attribution by linking conversation outcomes directly to campaign performance.

Sequential Call Routing which is also sometimes called ‘Round Robin’ call routing, forwards the call in a sequence to multiple call attendants. If the first attendant does not answer the call after a preset number of rings, the system dials the call to the second attendant. The moment an attendant in the sequence picks up the call, the sequence is completed until the next call. In Simultaneous Call Routing, the call is forwarded to multiple attendants at the same time. The first attendant to answer the call terminates the call ringing to others.

This is not a recommended practice as it can impact the caller experience.

Yes, this feature is available in AvidTrak’s system.

AvidTrak allows up to seven attendants for both sequential and simultaneous call forwarding.

You have an option of looping the call to retry the attendants or you can setup a message advising the caller to try back before terminating the call.

There are no extra charges for using these features.

You can apply the same advanced call routing setting to all the numbers within your account or you may customize the setting and add a unique setting to each individual number in your account.