Call routing sends calls to specific agents or departments based on pre-set calling rules.  Call forwarding forwards customer calls to multiple phone numbers for the same agent without the customer having to hang up and dial additional numbers. For example, if the agent doesn’t answer their desk phone after a preset number of rings, the call will automatically be sent to their mobile number, then perhaps their home phone number, and finally, their voicemail box (or any other pre-programmed numbers.) Call screening is the process of managing and responding to phone calls based on the caller’s identity as displayed in the caller ID box.