Call routing is the process of directing incoming phone calls to the appropriate destination based on predefined criteria. This can include factors like the caller's location, the time of day, or the nature of the inquiry. Businesses often use automated systems to manage this process, ensuring that calls reach the right department or individual efficiently. There are various methods of call routing, such as automatic call distribution (ACD) and interactive voice response (IVR). ACD systems distribute calls to available agents, while IVR allows callers to navigate through menus to find the right service. Both methods enhance customer experience by reducing wait times and improving service quality.