Call forwarding and call routing are two useful methods for managing business phone calls, but there are some differences between the two that you should understand. Call forwarding and call routing both involve redirecting incoming calls to a different phone number, but the processes themselves are quite different. Understanding the differences between call forwarding and call routing can help you decide which is the better solution for your business.
Definition of Call Forwarding and Call Routing
Call forwarding is a method of redirecting incoming calls to a different phone number. It allows users to quickly redirect calls to their preferred destination, such as a mobile phone or another landline. The process is usually activated by dialing a specific code or pressing a button on the phone.
Call routing is the process of automatically redirecting incoming calls to the most suitable destination. The call routing system can be programmed to route calls based on certain criteria such as the time of day, the caller’s number, or the type of call. This can be extremely useful for businesses that receive a large number of incoming calls.
How Call Forwarding and Call Routing Differ
The main difference between call forwarding and call routing is the way in which the calls are redirected. With call forwarding, a user manually redirects incoming calls to a different number. With call routing, the process is automated, with the system selecting the best destination for each call based on the predetermined criteria.
Another difference between call forwarding and call routing is in terms of the amount of control the user has over the process. With call forwarding, the user has complete control over which calls are redirected and to where, while with call routing, the user has less control over where the calls are sent.
Advantages of Using Call Forwarding and Call Routing
One of the main advantages of using call forwarding and call routing is that it makes it easier for businesses to manage their incoming calls. With call forwarding, businesses can ensure that all incoming calls are answered, even when staff are unavailable. Similarly, with call routing, businesses can ensure that each call is sent to the most suitable staff member or department.
Using call forwarding and call routing can also help businesses save time and money. By redirecting calls to the most suitable destination, businesses can reduce the amount of time and money spent on answering and handling calls.
Disadvantages of Using Call Forwarding and Call Routing
One of the main disadvantages of using call forwarding and call routing is that it can be difficult to set up and maintain. Setting up call forwarding and call routing systems can be complex and time-consuming, and requires a certain level of technical knowledge. Additionally, if the system is not maintained properly, it can result in calls being redirected incorrectly or routed to the wrong destination.
Another disadvantage of using call forwarding and call routing is that it can be expensive. Depending on the type of system used, businesses may need to pay for additional hardware or incur additional charges for using the system. Additionally, businesses may need to pay for ongoing maintenance and support for the system.