If you’re running a sales team, you know missed calls and confused routing ruin deals. Fancy dashboards and vanity metrics won’t save you—what you need is a system that gets prospects to the right rep, fast. This guide walks you through setting up call routing rules in Callroot so you stop losing leads to the voicemail abyss. If you want the real nuts-and-bolts (not the marketing fluff), you’re in the right place.
Why Bother With Call Routing Rules?
Let’s get the obvious out of the way: If your sales calls aren’t getting to the right people, you’re wasting everyone’s time. Here’s what good call routing does for you:
- Gets prospects to a human (not a black hole)
- Shortens response time, which means happier leads
- Lets you distribute leads fairly (no more “why does Dan get all the good ones?”)
- Helps you cover after-hours calls or vacations without losing business
You don’t need to be a phone system guru—just someone who cares about not screwing up sales calls.
Prepping Your Team and Data
Don’t skip this. Routing rules are only as good as the info you put in.
Before you log into Callroot: - List your sales reps: Names, phone numbers, and who handles what (territory, product, etc.) - Decide on your “rules”: Do you want calls to go round robin? Based on area code? Time of day? Think first, configure second. - Know your business hours: If you have shifts or on-call coverage, write it down. - Assign a fallback: Someone needs to get unassigned or missed calls.
Seriously, spend 10 minutes mapping this out. It’ll save you an hour of backtracking later.
Step 1: Set Up Your Callroot Account and Numbers
Assuming you’ve already got a Callroot account. If not, sign up and verify your info.
To add sales numbers: 1. Log in to Callroot. 2. Go to Numbers and click Add Number. 3. Pick local or toll-free. Don’t agonize—local numbers have a slightly higher answer rate, but use toll-free if you must. 4. Assign friendly names (e.g., “NY Sales Line” beats “555-1234”).
Pro tip: Don’t port your main business number into Callroot until you’ve tested routing. Use a spare or new number first.
Step 2: Build Your Sales Team in Callroot
- Head to the Users or Team section.
- Add each sales rep with their real direct line or cell.
- Set their availability (business hours, vacation, etc.). If someone works part-time, mark it now.
Notes: - If reps don’t answer direct lines, you’re wasting your time. Make sure numbers are up to date. - You can add roles or tags (like “East Coast,” “Demo Specialist”) for smarter routing later.
Step 3: Choose Your Routing Logic
Callroot offers a few ways to route calls. Here’s the straight talk on what works for sales teams:
1. Round Robin
Every rep takes turns. Good for keeping it fair. But if some reps are slower to answer or always busy, it’s not perfect.
Set it up if: - All reps are equally qualified. - You want to avoid “call hogging.”
2. Simultaneous Ring
All reps’ phones ring at once. First to pick up wins. Efficient, but can feel like a race.
Use this when: - Speed is critical (e.g., inbound leads from ads). - Your team isn’t huge (3-5 reps), or else chaos.
3. Weighted Distribution
Give more calls to top performers or folks with lighter loads.
Great for: - Teams with a mix of newbies and veterans. - Managing quotas or training.
4. Geographic or Attribute-Based Routing
Route based on caller area code, zip, or custom attributes.
Works if: - You have territory reps. - Marketing campaigns target different regions.
5. Time-Based Routing
Route calls to who’s on shift, or send after-hours calls to an answering service.
Do this if: - You have coverage across time zones. - You want someone always “on.”
What to Ignore
- Overly complex trees (“If A and B and C, but not D, then ring E”)—you’ll spend more time fixing rules than closing deals.
- Whisper messages for every call. Use them sparingly, or your reps will tune them out.
Step 4: Set Up Routing Rules in Callroot
Let’s get to the nuts and bolts.
- Go to your desired number. Under Numbers, pick the one you want to configure.
- Select Call Routing. Look for something like “Routing Rules” or “Call Flows.”
- Choose your logic: Pick from round robin, simultaneous, or custom flows.
- Assign users: Add the reps who should get these calls. Set their order or weights if needed.
- Set hours: Define when this routing applies (e.g., 9–5 M–F). For after-hours, create a second rule or send to backup.
- Add fallback: Always set a backup—voicemail, another team, or a manager. Otherwise, missed calls will vanish.
Example:
Let’s say you want to route calls from your main sales line:
- 9 am–6 pm: Round robin between 4 reps
- After hours: Send to voicemail with a custom greeting
- If no answer in 25 seconds: Overflow to sales manager
You’d set up two routing rules in Callroot—one for business hours and one for after-hours—with the fallback options baked in.
Step 5: Test Like a Real Customer
Don’t trust that it works—test it.
- Use your cell and a friend’s phone to call your sales numbers.
- Try calling during business hours, after hours, and when everyone’s marked unavailable.
- Let it ring out and see what happens. Does it go to the right fallback?
- Check caller ID and call recordings (if enabled).
Fix what’s broken. If calls don’t route right, retrace your steps—usually it’s a missed user assignment or hours mismatch.
Step 6: Train Your Team (Just Enough)
Reps need to know:
- What number will ring (and to save it as a contact)
- How to answer and transfer (if needed)
- What happens if they miss a call (Does it go to another rep? Voicemail?)
- Where to find voicemails or missed call logs
Don’t overdo the training. A quick email or 10-minute huddle is usually enough.
Step 7: Monitor, Tweak, and Keep It Simple
- Check your call logs weekly. Are calls being answered? Any weird patterns (like always going to voicemail)?
- If someone’s overloaded or not answering, adjust the routing.
- Don’t chase every “optimization.” If your pick-up rate is good and leads are happy, you’re done.
Pro tip: Resist the urge to add tons of rules. More complexity means more things to break.
What to Watch Out For
- Callroot bugs or downtime: No system’s perfect. Set up fallback numbers outside Callroot if this is mission-critical.
- Carrier issues: Sometimes, calls just don’t connect. Test regularly.
- Rep turnover: When someone leaves, remove their number immediately or you’ll leak calls.
Wrapping Up: Keep It Simple, Iterate Often
You don’t need a PhD in telecom to get call routing right. Set up the basics, test, and adjust as your team grows. Most sales teams mess up by overcomplicating things or never checking if their rules actually work. Start with the minimum, make sure everyone gets their calls, and tweak as real-world problems pop up. Simple wins.
Now, get those calls flowing. Your pipeline (and your reps) will thank you.