PBX Call Routing
The Call Lands With the Right Person
Inbound calls, outbound campaigns, and the people taking them run through one switchboard. A caller presses a key, waits in the right queue, and reaches the agent who has been free longest, or an AI agent when that queue is full.
Incoming
0412 884 221
New caller
Queue
Pressed 1 · Sales
2 waiting
Lands with
Waiting
Choosing who is free
How a Call Gets Where It Needs To Go
A Menu, or Straight Through
Press 1 for sales and 2 for support, or skip the menu and land on a person. Each queue has its own extension, its own message, and its own hold music.
The Person Who Has Been Free Longest
The next call goes to the agent who has been out of a conversation the longest, not to whoever happens to grab it. The same rule holds on a quiet Tuesday and a stacked Monday.
An AI Agent When the Queue Is Full
If nobody is free, the call can go to an AI agent instead of a longer wait. It handles what it can, and a person takes over when one is available.
Campaigns on the Same Floor
A list of numbers, an outbound queue, and a start and end time. Answered calls connect to an agent who is free. If nobody is, the caller hears hold music rather than a dead line.
Taken From a Browser
A headset or a USB phone, and no software to install. Extensions still work the way a desk phone would: transfer to 1001 and it reaches sales.
Listen, Whisper, or Take It Over
Calls can be recorded, with an opt-out, and transcribed. A supervisor can listen in, coach the agent without the caller hearing, or take the call over while it is still happening.
Maya Chen
Sales
Talking
04:12
James Okonkwo
Sales
Idle
06:40
Priya Shah
Support
Break
12:03
AI agent
Support
Talking
01:05
What a Proper Switchboard Is Worth
Callers Reach Someone Who Can Help
Sales, support, and accounts are separate queues. A caller is not dropped into a single group that rings whoever picks up.
The Same Rules When It Gets Busy
Longest-idle distribution, overflow to an AI agent, and the menu you set up keep working when the morning rush hits. Nobody is rewriting the rules mid-queue.
A Desk Is a Browser
Home, the office, or a borrowed laptop. The extension and the queues come with the login, so a new agent is taking calls without a phone to ship.
You Can See the Floor
Who is talking, who is idle, who is on a break, and how many callers are waiting. A call that is going badly can be coached or taken over before it ends.
The Pieces of the Switchboard
Routing is how a call moves. These are the parts you set up around it: the queues, the campaigns, the browser, and what a supervisor can do on a live call.
Menus, direct lines, and the person who has been free longest.
A list, a queue, and a window of time. Answered calls reach a free agent.
Inbound and outbound queues, with your own message and hold music.
Who is talking, who is idle, and how long callers have waited.
Recording, transfers, and listen, whisper, or take over on a live call.
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