Routing calls by department: how to organize phone calls in a company with several departments

In a company with several departments, phone calls are organized around one main number and a voice menu that sends each call to the right department. Each department has its own team, its own schedule and its own rule for calls nobody answers. That way, callers reach the right person first time, and your colleague can see which department they called.

An example: car service, parts shop and logistics

Take a company with three businesses under one roof: a truck and car service, an auto-parts shop and a logistics department. Customers call one number, but they need different people.

• The voice menu: "For service, press 1. For parts, press 2. For logistics, press 3."
• The departments: each key leads to a team of colleagues who take that department's calls together.
• The schedule: the service and the shop keep different hours, so each gets its own schedule. Outside it, callers hear the hours and can leave a voicemail.
• The recordings: calls are kept for a year, which helps when a repair or an order is in question.

You'll find more ideas for the sector on the page for car dealers and service centers.

How to set it up, step by step

1. The numbers. You can use one main number or keep the fixed numbers each department already has. We file the porting request for them, and numbers from other operators can be connected.
2. The voice menu. Keep the options few and put the most-called department first. We explain how to build a good menu in our IVR guide.
3. The departments. Each department is a team of colleagues with its own extension. You choose how calls are shared: to everyone at once, in turn, or to the colleague who has been free the longest. You can create as many departments as you need, and one colleague can belong to several. Details are in the departments article.
4. The schedule. Each number can have its own working hours. During them, a call goes to a department, a colleague or the voice menu; outside them, callers hear your hours and can leave a message. See how to set number schedules.
5. When nobody answers. For each department you choose what happens after a time you set: the caller can leave a voicemail, or the call can go to an external number, such as a manager's, or to another colleague or department. Callers who wait can hear their place in the queue.
6. Transfers between departments. A colleague can transfer a call straight away, or after speaking first with the colleague who takes it. See call transfer.

Mistakes to avoid

• Too many options in the voice menu: three or four are enough.
• A department with only one person and no rule for when they are busy.
• The same schedule for every department, although the service and the shop work differently.
• No message outside business hours.

What it costs

The voice menu and call queues are included in every CapitalPBX plan, from 60 EUR a month with VAT, or 48 EUR a month billed annually, for 3 users. Each extra user costs 10 EUR. For teams that take many calls at once, there is also the Call center software option, included in Prime and 20 EUR a month on the other plans. Standard setup is included: we prepare the departments, the voice menu and the schedule with you. Work out the cost on the pricing page.

Frequently asked questions

Can I keep each department's fixed number?

Yes, for your company's fixed numbers: we file the porting request, and each number can have its own schedule and rules.

What happens if nobody in a department answers?

For each department you choose what happens after a time you set: a voicemail, an external number, or another colleague or department.

Can colleagues answer on their mobile?

Yes, in the mobile app or the softphone, and colleagues at the office can use IP phones.

How long does it take to get started?

Usually a few days. Standard setup is included: we prepare the departments, the voice menu and the schedule.