Differences Between Call Routing vs Call Forwarding

Published 10 April 2025

Differences Between Call Routing vs Call Forwarding

Call routing and forwarding in a phone system are used to redirect incoming calls to another phone number or device. While they may seem similar, they function in distinct ways and are suited to different scenarios.

Understanding their differences can help you choose the right solution based on your specific requirements.

💡 Highlights:

Call Forwarding is a basic phone feature that redirects calls to another number when the recipient is busy, unreachable, or unavailable.
Call Routing is an advanced phone feature that directs calls to another destination based on various rules such as caller input, agent availability, time, location, or customer priority.
Call forwarding is best suited for individuals and small businesses, whereas call routing is more appropriate for call centers and larger organizations.

What is Call Routing?

Call Routing is a call handling feature that directs inbound calls to the most suitable person or department based on predefined rules and criteria you have set. These rules and strategies consider factors such as call volume forecasts, customer inquiries, agent availability, business hours, and call priority when routing calls.

For example, if you call ABC Tech Support at 10 AM on a weekday, the system will route your call to the appropriate department based on the time. During business hours, it will direct you to the Sales team, but after office hours, it’ll send you to voicemail or overnight support.

Types of Call Routing

There are mainly six types of call routing:

Fixed Call Routing: Calls are routed based on a static, predefined path to specific agents or departments, regardless of time, caller information, or other factors.
Time-Based Routing: Calls are directed based on specific time frames or business hours. For example, during business hours, calls can be routed to support staff, while after hours, they are forwarded to voicemail or an after-hours team.
Round-Robin Routing: Calls are distributed evenly across available agents or teams in a rotating manner.
Intelligent Call Routing: The system uses advanced algorithms or AI to analyze various factors like caller ID, call history, and agent availability to route calls to the most suitable agent.
Interactive Voice Response (IVR) Routing: An automated system that allows callers to choose their desired service through menu options (e.g., press 1 for sales, press 2 for support). Based on the caller’s selection, the IVR system routes the call to the appropriate department or agent.
Least Occupied Routing: Calls are routed to the agent or team that has handled the least number of calls.

How does Call Routing work?

Call routing works on a set of predefined rules and conditions. It analyzes the incoming call based on the caller ID, location, and intent, and it places the call in the queue until appropriate agents become available. Then, the system distributes calls to the suitable agent.

Here’s the breakdown:

Incoming Call Detection: When a call is received, the system detects the caller's information (e.g., caller ID, call time).
Rules and Conditions: The system compares the collected data against predefined routing rules.
Call Distribution: Based on the evaluated rules, the system directs the call to the appropriate agent, department, or voicemail system.
Queueing: If all agents are busy, the call may be placed in a queue until an agent becomes available.

What Is Call Forwarding?

Call forwarding, or call diversion, allows incoming calls on your phone to be automatically redirected to another number. The system forwards calls based on the condition you’ve set, like when the line is busy, unanswered, or unreachable. Unless notified, callers usually won't be aware that their call has been forwarded.

For instance, if someone calls while you're on another call, the system can redirect the call to a preselected number. This way, you can ensure no important calls are missed, no matter where you are.

Types of Call Forwarding

There are mainly two types of call forwarding:

Unconditional Call Forwarding: All calls are forwarded to the specified number, regardless of the reason.
Conditional Call Forwarding: Calls are forwarded under specific conditions, like if the phone line is busy, unanswered, or unreachable.

📖 You may also read: Conditional Call Forwarding Vs Unconditional Call Forwarding

How does Call Forwarding work?

If you have enabled call forwarding on your device, when someone calls you, your device will redirect the call to the specified number. You can directly forward all the incoming calls or use selective forwarding, which only activates under predefined circumstances.

Activation: You can easily activate call forwarding through your phone's settings or by dialing a specific code provided by your service provider.
Forwarding Settings: Choose a destination number where you want the call forwarded, and specify criteria for forwarding. This number can be a mobile phone, office phone, or landline.
Incoming Call Detection: When someone calls you, your phone system checks if call forwarding is active.
Redirection: If it is enabled, the system automatically forwards the call to the designated phone number.

Key Difference Between Call Routing vs Call Forwarding

Call routing directs the incoming calls to the specific department or agent based on predefined rules, while call forwarding simply redirects to another number based on availability.

Call forwarding transfers calls to a predefined number, often based on simple conditions like when the line is busy, unanswered, or unreachable. On the other hand, call routing redirects calls based on multiple criteria, such as the caller’s input, call time, caller location, agent availability, skillset, language preference, or customer priority level.

Here’s a side-by-side comparison of call routing and call forwarding.

Aspect	Call Routing	Call Forwarding
Definition	Directs incoming calls to specific destinations based on predetermined rules.	Redirect calls to a single, predetermined number.
Purpose	To connect a caller to the right destination in the most efficient way.	Ensures calls are redirected to another number if the original destination is unavailable.
Complexity	More complex and involves rules, algorithms, and systems like IVRs and ACDs.	Simpler, just redirects calls to another number.
Flexibility	High flexibility, allowing multiple conditions and actions based on customer needs or system design.	More limited, generally based on a few conditions like busy lines or unanswered calls.
Scalability	Highly scalable and suitable for businesses of all sizes, especially call centers.	Limited, not ideal for high call volumes.
Control	More control over call distribution across different destinations.	Limited control, as it only forwards to a single destination.
Cost	Higher costs, depending on the complexity and the number of calls being routed.	Usually low cost or free, depending on the service provider.
Use Case	Ideal for call centers and businesses with multiple agents or departments.	Useful for individuals or small businesses to avoid missed calls.
Example	Routing calls to a sales team during business hours and voicemails after hours.	Forwarding calls from a mobile phone to an office phone number when unavailable.

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When should you use call Routing and Call Forwarding?

Call routing is particularly valuable for companies handling high call volumes, as it helps them deliver faster customer service while boosting agent productivity. In contrast, call forwarding serves both personal and business needs by ensuring continuous availability even when you're away from your primary phone.

Call routing can be used in the following scenarios:

Direct calls to the right department or branch based on the caller's needs.
Route calls depending on the time of day.
Send calls to the most qualified representative or agent.
Managing large volumes of calls.

Call forwarding can be used in the following scenarios:

Unavailable, unreachable, or busy.
Temporarily away.
Overload prevention.
Avoid unwanted calls.

Conclusion

Choosing between call forwarding and call routing ultimately depends on the specific needs of your business. For straightforward call redirection, call forwarding is the more suitable choice. However, if you require the management of complex call flows and aim to ensure optimal customer service, implementing a call routing system would be more beneficial.

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Frequently Asked Questions

Which one is better for a business, Call Routing or Call Forwarding?

For businesses, call routing is more effective as it allows calls to be directed to specific departments, agents, or services based on customer needs.

Can call routing and call forwarding be used together?

Both call routing and call forwarding can be used together. For example, calls can be routed to a specific department, and if no one answers, they can then be forwarded to voicemail or another phone number for follow-up.

Does call forwarding affect caller ID?

Call forwarding can affect caller ID by showing the forwarded number or appearing as “Unknown” or “Private,” depending on the service provider and forwarding method.