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Call routing is the logic that decides what happens to a call the moment it arrives at your number. Without routing, every call would simply ring one phone. With Kallin’s routing engine, you can send calls to the right person, team, or menu based on when they call, who they are, and which number they dialled — automatically, every time. Getting your routing right means fewer missed calls, a more professional experience for callers, and less manual intervention for your team.

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Routing Rules

Routing rules are the building blocks of how Kallin handles your calls. Each rule consists of two parts: a set of conditions that must be true for the rule to apply, and a destination that the call is sent to when those conditions are met. Rules are evaluated from top to bottom, in the order you arrange them in the dashboard. The first rule whose conditions match the incoming call is applied — Kallin does not continue evaluating further rules after a match is found. This “first match wins” approach means the order of your rules matters. Place your most specific rules at the top and your broadest fallback rule at the bottom. If no rule matches, the call is handled by your default fallback destination, which you set separately. This ensures no call is ever left unhandled.

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Conditions

Each routing rule can include one or more of the following conditions. When you add multiple conditions to a single rule, all of them must be true for the rule to match.

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Destinations

When a rule matches, the call is sent to one of the following destinations:

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Time-Based Routing

One of the most common routing patterns is time-based routing, where calls are handled differently depending on when they arrive. Example scenario — a small business with office hours of Monday to Friday, 09:00 to 17:30:
  • Rule 1: If the day is Monday–Friday AND the time is between 09:00 and 17:30 → Ring group (all sales team phones)
  • Rule 2 (fallback): All other calls → Voicemail with a message saying the office is currently closed and giving your hours
When a customer calls at 14:00 on a Wednesday, Rule 1 matches and their call rings your team. When they call at 19:00 on a Friday or at any time on a Saturday, Rule 1 does not match, and the fallback sends them to voicemail with a helpful message. You can add as many rules as you need — for example, a separate rule for Bank Holidays using a holiday schedule, or a rule that sends calls from a specific VIP number straight to a dedicated team member regardless of the time.

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Routing Rule Example

Here is what a time-based routing rule looks like in plain terms:
This rule rings your whole sales team for up to 30 seconds. If nobody answers within that window, the call drops gracefully to voicemail — no caller is left listening to an endless ring.
Use the built-in call simulator in the Kallin dashboard to test your routing rules before they go live. You can simulate a call at any time of day, from any caller ID, to any of your numbers — and see exactly which rule would match and where the call would be sent. This makes it easy to spot gaps or conflicts in your logic without any real calls being affected.

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Explore Further

Managing Call Routing

Step-by-step guidance on creating, ordering, and editing routing rules in the Kallin dashboard.

IVR Menus

Learn how to build IVR menus that let callers route themselves to the right team or information.