Design the call journey without writing a line
A drag and drop flow builder for IVR menus, department transfers, ring groups, business hours and voicemail. Change how your phones behave in the afternoon without booking a technician.
Every branch of the flow is a destination you choose: a department, an extension, an outside number, a mailbox, or another menu.
What you get with Call Routing & IVR
Visual call flow builder
Drag and drop the whole caller journey: greeting, menu, departments, queues, voicemail and business hours. No scripting, and changes go live immediately.
DTMF menus at any depth
Press 1 for Sales, 2 for Support, and each key can lead to a department, an extension, an outside number, voicemail or another sub menu.
Departments and ring groups
Automatic call distribution to a group: ring every agent at once, round robin, or skill based routing to the team that should take it, with a fallback for when nobody picks up.
Business hours rules
Different routing by time of day, so after hours callers get a mailbox or a message rather than a ringing empty office.
Contact aware caller ID
If the caller is a saved contact, the agent sees their name on screen instead of an unknown number.
External failover
If no agent is available the call can roll to an outside number, such as a manager's mobile, instead of dying.
Queues with announcements
Callers hold with your own music and a position announcement instead of hearing a busy tone.
Voicemail as a destination
Any point in the flow can drop to a per extension or per department mailbox, with messages playable in the portal.
The flow editor is the point, not a settings screen.
Most phone systems make routing a support ticket. CloudCall makes it a drag. Build the greeting, the menu, the departments and the out of hours behaviour visually, publish it, and change it again the moment a campaign or a season changes what your callers need.
- Drag and drop editor, no scripting
- Menus any number of levels deep
- Business hours and holiday behaviour
- Publish changes live, in seconds
Call Routing & IVR questions
Do I need technical help to change my call flow?
No. The flow builder is drag and drop, and changes publish immediately. Most customers reshape their own menus after the first walkthrough.
How deep can an IVR menu go?
As deep as you need. Any key can lead to another sub menu, and each key can point at a department, a specific extension, an external number, or voicemail.
What happens to calls outside business hours?
You decide per flow. After hours calls can go to voicemail, play a message, or forward to an on call mobile number.
Can calls ring several agents at once?
Yes. Departments can ring every agent simultaneously or cycle through them in turn, with a configurable fallback when nobody answers.
Ready to put your phones in the cloud?
Book a free demo of CloudCall. We set up your number, extensions and call flow, then have you live within a day. No hardware and no long contract.