VoIP call routing: A complete guide

By now, you’ve likely heard about VoIP communications. Simply put, VoIP refers to voice communication transmitted via the Internet vs. the physical copper phone lines of the past. 

The explosion of VoIP business solutions has revolutionized what it means to take a work call, enabling the work from anywhere movement

VoIP call routing allows customers and team members to reach an employee on their cell phone, computer, tablet—or any device with an Internet connection—freeing workers from their landlines so they can do business in the field.

Key Facts About VoIP Call Routing 

With VoIP call routing, customers can dial into one central business line with automated processes that route their call to the best available agent, wherever that person might be. 

What Is VoIP?

VoIP stands for Voice over Internet Protocol. It’s a digital technology that is based on internet protocols similar to email and web browsing, but with voice calls. Whereas email uses SMTP and sites use HTTP, VoIP uses SIP. By enabling calls over the Internet, anyone with a wifi or ethernet connection can reach out and touch pretty much anyone else in the world.

How Does It Work?

VoIP Call Routing works basically like call forwarding, only with greater programmability and accessibility. Once programmed, one phone number could dial the cell phones of every single member of a department, enabling whoever answers first to connect to the caller. Or, a personal work number could be programmed to forward to one device certain days, hours, or weeks to a computer, landline, or other device.

Common Features

Instant messaging, SMS texts, team chats, audio, and video calls are all possible with VoIP call routing. A customer service rep could be answering support questions for patrons while sitting in a theater during intermission of their kid’s recital.

Available Equipment

Equipment boils down to hardware vs. software. Hardware-based VoIP phones look just like their landline cousins and can include similar features like caller ID, call transferring, and speakerphone. 

Software-based VoIP phones are simply apps with phone interfaces that allow you to make work calls and send messages directly from your personal cell phone or computer.

Want to learn more about VoIP phones for the workplace? Check out this breakdown at Momentum!

Advantages to VoIP Call Routing 

VoIP changes the game when it comes to business and client communications. Here are some advantages to consider when deciding whether to switch to VoIP for your call routing needs.

Reduced Costs

Everything is cheaper with VoIP. As long as you can reach the internet, most of the rest is free. Even International Calling can be done at a significantly reduced rate, if not already provided free of cost.

Remote Work Accessible

As bad as COVID-19 has been for businesses—and people, for that matter—it could have been even worse without VoIP. VoIP call routing allows for remote work access, meaning if you’re on vacation or lockdown, you can still sign in for a video conference or departmental chat. VoIP makes the work from anywhere movement possible.

Sound Quality

Wireless quality can be affected by your cellular access or wifi provider; however, when plugged in directly to the router or with a strong signal, sounds can be much better than a landline. Uncompressed data means a decreased chance of noise distortion.

Enhanced Features

From app integration to call recording, VoIP call routing allows for far more interactivity with your calls and messaging. You can put callers or customer service agents in queues and connect them when someone is available. You can also have your voicemails transcribed into emails so you can read them instead of listening to them.


Take your entire work environment with you on a cell phone, laptop, or tablet. Take meetings with clients and communicate directly into the office or two decision-makers from your device. You never have to wait to consult with home base with VoIP call routing.

Disadvantages to VoIP Call Routing 

Nothing is perfect, and there are negatives to consider when exploring VoIP call routing options. Here are the most pressing:

High-Speed Internet Connection Required

If you don’t have a connection to wifi or the Internet, you don’t have access to anything. Cloud-based operations can’t function if you can’t reach the cloud.

Power Outages Prevent Usage

Similarly, landlines of old could operate without power. In today’s technological world, no power means no communication.


Once you put something on the internet, it inherently becomes less secure when compared to a closed environment like a hard drive or in-house corporate network. It can sometimes seem like a month can’t go by without hearing about another data breach, so be sure to take security seriously to avoid potential issues.

Want to learn everything you can about business communications? Check out Momentum’ blog for all the insider scoops!

May Not Connect To Emergency Services

911 may not be accessible via VoIP even when the power and internet are working, but certainly when it’s not. Be sure to consider alternative options for communicating in an emergency.


Hardlines rarely go afoul, unlike VoIP systems which can be knocked offline with power outages, router resets, poor cellular service, underground parking garages, and lack of bandwidth. 

Success Stories

Momentum prides itself in delivering collaboration-friendly solutions for businesses small and large. If you’re looking for seamless communications options with transparent pricing that can boost productivity and enable work from any location, then be sure to check out these case studies from our clients.

Stay Connected, Wherever You Are

Did you leave a report at the office? Don’t worry. You can access it from home. 

Need to take a child to the dentist, but you have a meeting you can’t miss? Video conference from your car. 

VoIP has opened the possibilities of where and when business can take place. With VoIP call routing, you never have to miss an important business call again.

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