What is the Difference between Call Forwarding and Call Routing?

What is the Difference between Call Forwarding and Call Routing?

Call routing and call forwarding are two essential features for a business. After all, no business would want to compromise on customer experience. Often, people who are new to the concept of these two features think of both of them as the same. However, call forwarding and routing are two completely different things, serving a different purpose.

Today, we will be looking at what call forwarding and routing are, and the difference between these two features. Read down below to find out more.

What is call forwarding?

Call forwarding is the process of forwarding a call to another number or numbers if the initial line is unavailable or busy, for instance, when your business phone number is engaged or turned off.

In other words, upon calling the phone numbers that are connected to the cloud system, they all will start ringing sequentially or simultaneously, based on the call order settings. However, if the caller can’t connect with your number for some reason, the call is either disconnected or redirected to the voicemail

Other than this, call forwarding feature also allows people to forward incoming calls from their virtual number to their personal phone as a way to ‘mask’ their personal number.

Why does your business need call a forwarding feature?

Call forwarding is an essential feature for any business as it ensures a higher customer satisfaction level. It allows you to tap every opportunity to connect with your customers. Regardless of whether you run a startup, small business, mid-sized company, or a large enterprise, using call forwarding can help minimize missed calls, and streamline your incoming calls.

Other than this, it can be very useful for someone who is always on the go and needs a flexible system that would allow you to deal with the customers at all times. Some domains need to respond to their callers immediately, such as emergency and healthcare services.  If the line being called is busy, the incoming call can be forwarded to another available number.

Furthermore, call forwarding also helps businesses manage high call volumes. Depending on the existing call volume, you can deploy as many agents as you require. This allows you to avoid downtime. It also makes your company look professional.

Summarizing the benefits of call forwarding:

  1. Never miss an important call
  2. Stay connected on the go
  3. Provide better customer service
  4. Make your company look professional
  5. Mask your personal phone number


What is call routing?

Call routing also makes it possible to distribute calls according to geographic location, time zone, and language preference, when coupled with an IVR system.

A VoIP based routing system allows users to quickly modify the routing rules and enables routing rules to be modified without the need for IT assistance.

Why does your business need a call routing feature?

Call routing is a great way for businesses to maximize productivity and efficiency while minimizing costs. Advanced call routing allows businesses to handle and manage incoming calls. Callers are usually greeted with a welcome message or a caller menu.

It also allows you to ensure that every incoming call is routed to the agent who is available rather than it going to voicemail. This is very beneficial as it cuts down the losses of profits that can occur due to lost calls. It can also help you maximize the conversion rates.

Furthermore, this feature also allows you to eliminate the need for a receptionist to direct your calls to departments or agents. With call routing, you can make sure that all your clients get to speak to live agents throughout the working hours

Summarizing the benefits of call routing

  • Optimize the cost of human resources
  • Call routing to the available agent
  • Eliminate the losses of profits
  • Eliminate the need for a receptionist

Call forwarding and routing with Caller Suite

Caller Suite offers an effective call routing and forwarding feature for businesses to make sure your inbound calls always reach their right destination. The goal of our business phone systems is to provide flexibility and freedom to our users.

With a few clicks, you can sign-up with Caller Suite and set up dynamic call forwarding and routing features which will not only help lessen the workload on your team but also help you maximize your profits in the long run. Along with this, we offer several other useful features such as:

  • Local & Toll-Free Numbers
  • Call Recording
  • IVR
  • Call Queues
  • Softphone
  • Mobile PBX
  • Voicemail
  • SMS & FAX

Head over here to find out more.


The competition between businesses is rising each passing day. When it comes to competition, you want to make sure that you are using the most advanced and robust services available in the market. It is imperative that you choose a reliable cloud-based PBX & IVR system for businesses that will help provide you with the solutions that your company needs.

With our services available in more than 80 countries, we are proud to say that Caller Suite is becoming the trusted choice of hundreds of businesses worldwide. Head over to our website today to avail your free 15-day trial.

Frequently Asked Questions:

1.      Do I need any hardware to set up a calling system using Caller Suite?

No, there is no need for any additional hardware to set up your calling system with Caller Suite. You simply need to sign up and follow a few steps to set up your account, and you’re good to go.

2.      Does my business need a local number or a toll-free number?

If your customer base is nationwide or international, a toll-free number might work the best for you. Whereas, if your customer base is local, then you might need a local number only.

3.      What is mobile PBX?

Mobile PBX allows you to use your phone, tablet, or computer to make and receive business calls from anywhere.

Leave a Reply

Your email address will not be published. Required fields are marked *

Scroll to Top