A call routing issue happens when incoming customer calls do not reach the appropriate agent/department because of technical or configuration errors. Some of the common problems are:
Even though agents are available, the system doesn’t show them as available.
The system queues incoming calls, but agents cannot accept calls.
The system does not distribute incoming calls evenly or based on the criteria you established.
Calls go directly to voicemails even when agents are available to answer calls.
Agents receive an error message when they try to accept a routed call.
Agents/departments receive wrong calls or calls meant for other agents/departments.
When you face such issues, you must first check your configuration and settings. Call routing systems often have troubleshooting facilities to detect and rectify common problems. Alternatively, you can get in touch with the customer support team of your phone system provider for help.