Setting up automated call routing is one of those things that sounds simple—until you’re knee-deep in support docs, lost menu options, and a chorus of sales reps asking why their phones won’t ring. This guide is for sales managers, admins, or anyone tasked with making sure inbound sales calls actually reach the right people using Justcalliq. I’ll walk you through what you need to do, what to avoid, and a couple of shortcuts you’ll wish you knew from the start.
Why Automated Call Routing Matters (and Where It Can Go Wrong)
If you’ve got a sales team, you already know missed or mishandled calls mean lost deals. Call routing ensures new leads don’t sit on hold or get dumped in a random voicemail box. But here’s the catch: over-complicated routing setups cause just as many headaches as no routing at all.
The good:
- Customers get to a human—fast.
- Reps waste less time on calls they’re not suited for.
- You can actually measure who’s handling what.
The bad:
- The more rules you add, the more brittle and confusing things get.
- “Smart” routing is only as smart as the data you feed it.
- One wrong setting and you’ll have salespeople missing calls or leads cycling endlessly through a phone tree.
Bottom line: Start simple, test as you go, and don’t set it and forget it.
Step 1: Map Out Your Routing Logic Before Touching Settings
Before you even log into Justcalliq, sketch out—on paper or a whiteboard—how you want calls to flow. Don’t trust yourself to figure it out as you go.
Questions to answer: - Who should get inbound sales calls first? (Round robin, top performer, territory?) - What happens if no one answers? (Try the next person? Voicemail? Escalate?) - Do you need different routes for different numbers or regions? - Any after-hours or holiday rules?
Pro tip:
If your team is under 10 people, round robin or direct assignment usually works best. The fancier you get, the more things break.
Step 2: Get Your Team Set Up in Justcalliq
You can’t route calls to folks who aren’t in the system. Make sure every sales rep who’ll take calls has:
- A user account in Justcalliq with the right permissions.
- The mobile or desktop app installed (double-check notifications are allowed).
- Their working hours set correctly (nothing tanks routing like everyone being marked as “offline”).
Watch out for:
People who forget to set up or log into their apps. It happens more often than you think.
Step 3: Create or Select the Right Phone Number(s)
In Justcalliq, you’ll route calls through specific phone numbers. Decide if you need:
- A main company sales number
- Separate numbers for each product line, country, or campaign
To add a number: 1. Go to the “Numbers” section. 2. Click “Add Number.” 3. Pick your country and type (local, toll-free, etc.). 4. Assign a friendly name so you can remember which is which.
Don’t overthink it:
Start with one number and expand later. Too many numbers = confusion for both your team and your customers.
Step 4: Set Up Your Call Routing Rules
Now the real work begins. In Justcalliq, this usually means building a “Call Flow” or “Routing Plan” for each number.
4.1. Choose Your Routing Style
The main routing options will look something like:
- Round robin: Calls rotate evenly among selected reps.
- Simultaneous ring: Everyone’s phone rings at once; first to pick up wins.
- Sequential: Calls go down a list in a set order.
- Skill-based: Routes by rep expertise (more advanced; only use if you really need it).
What works?
Round robin is the sweet spot for most sales teams. Simultaneous ring seems efficient, but it gets noisy and folks start ignoring calls. Skill-based routing is great in theory, but unless you have airtight data on rep specialties, it usually just adds confusion.
4.2. Build the Call Flow
- Open your chosen number in Justcalliq.
- Click “Call Flow” or “Routing Settings.”
- Select your routing style (e.g., Round robin).
- Add your sales team members as the recipients.
- Set ring duration (e.g., 20–30 seconds per rep is reasonable).
- Decide what happens if no one picks up:
- Forward to voicemail
- Escalate to a manager or backup group
- Play a custom message
Pro tip:
Don’t chain too many steps together. Every extra “if/then” increases the chance of something breaking.
Step 5: Set Up Schedules and After-Hours Rules
Sales teams aren’t 24/7, but leads come in at all hours. Here’s how to handle it:
- Set business hours for each team or number.
- Choose what happens after hours (voicemail, automated message, or forward to a third-party answering service).
- For global teams, use timezone-based rules so calls route to the right region at the right time.
What to skip:
Fancy “press 1 for sales, press 2 for support” menus are usually overkill for sales-focused lines. Keep it direct.
Step 6: Test Everything (Don’t Skip This)
Testing is boring, but nothing’s worse than finding out your calls are going to the void a week after launch.
How to test: - Call each number as a customer would. - Try during business hours, after hours, with reps set as “available” and “away.” - Make sure voicemails actually get delivered to the right inboxes (and that reps check them). - If you’re using round robin, confirm the rotation works and everyone gets a turn.
Common pitfalls: - Reps marked as offline who never get calls. - Call loops—calls circling the same people endlessly. - Voicemails getting lost or ignored.
Step 7: Train Your Team (and Set Expectations)
Even the best routing can’t fix people who don’t answer their phone or check voicemail. Let your team know:
- How routing works and what to expect.
- How to mark themselves available/unavailable.
- Where to find missed calls and voicemails.
- Who to contact if something feels off.
Pro tip:
Have someone (not you) do a “mystery shopper” call each week. It’s the fastest way to spot issues.
Step 8: Monitor, Adjust, and Don’t Be Afraid to Simplify
Justcalliq gives you call analytics—use them. Look for patterns:
- Are calls getting missed? Too many going to voicemail?
- Is one rep getting all the calls?
- Are calls during certain hours falling through the cracks?
Tweak your routing rules if you see real problems—not just to chase theoretical “optimization.” If a rule isn’t helping, kill it. More rules = more headaches.
Honest Takes: What Works, What Doesn’t
Works well: - Round robin for small to mid-size sales teams. - Simple, direct routing rules. - Clear after-hours handling (voicemail or live answering service).
Usually not worth it: - Overly granular skill-based routing unless your team is huge and highly specialized. - Long, branching phone trees. - Trying to use call routing to “fix” underlying sales team issues (like people not picking up).
Keep It Simple and Iterate
Automated call routing in Justcalliq isn’t rocket science, but it is easy to overcomplicate. Get your basics working, test them, and tweak as you go. When in doubt, simplify. Your team (and your customers) will thank you.