Call Routing

Call routing is the core intelligence layer that transforms a simple incoming call into a revenue-optimized business decision. Every inbound call contains dozens of data points — the caller's geographic location, the number they dialed, the time of day, qualification data they provided via IVR — and routing decides in real time where that call should go.

CallMatrix offers four routing strategies, each optimized for different scenarios:

**Auction routing** treats every call as a competitive market. Buyers bid in real time (ping-post), and the call goes to the highest bidder. This is ideal when you have many competing buyers and want maximum revenue per call.

**Weighted random** distributes calls across buyers at fixed percentages (e.g., 70% to Buyer A, 30% to Buyer B). This is useful for load balancing when you want to test a new buyer or maintain consistent volume across two preferred partners.

**Round-robin** rotates calls evenly across active buyers. Buyer A gets the first call, Buyer B gets the second, Buyer C gets the third, then back to A. This ensures fair distribution when all buyers are equally valuable.

**Waterfall** tries buyers in fixed priority order. Call goes to Buyer A; if they don't answer within 5 seconds, it falls through to Buyer B. Waterfall is ideal when you have a clear hierarchy of preferences or buyability.

All strategies respect conditional rules: geography filters (only route California callers to CA-licensed buyers), time-of-day rules (skip buyers outside business hours), and buyer caps (don't exceed daily or monthly call limits). Routing also validates IVR data — if a required field is missing, the call may be dropped or routed to a fallback.