Business Telephony Management

Call Routing & Telephony Management

Professional call routing & call management can help your business process calls more efficiently. We work with businesses throughout the North-West, Cheshire & North-Wales.

Call Routing & Business Phone Management

What is Call Routing?

Call routing is a phone management system that allows you to control the distribution and queuing of your business’s telephone lines. This queue can then be routed to a specific person or department within the business, making sure the incoming call is handled by the correct department, improving external communications, and allowing for more efficient management. 

Having a correctly set-up and managed call routing system can massively reduce the amount of time wasted re-directing callers to the correct contact or department, improving productivity, the quality of customer service, and potentially reducing staffing costs.

Many different variables can determine the type of call routing system you require. Many business phone systems now run using VOIP, making it easier to manage call routing, call monitoring , and system management. 

This could be something so simple as the volume of calls activating your call routing system, the time of day, the department the caller requires or whether an agent is available to speak over the phone.

Whatever the size of your business you can select how you want to route your calling. Whether you have an automated welcome that allows the user to select a department or it routes the caller based on the phone number they have called, the PA Connex Cloud System offers fantastic flexibility. 

Monitoring and managing calls allows you to provide a higher level of customer service. Whether it’s listening back to a conversation with a customer to be able to resolve issues or being able to escalate emergency calls to a higher department, Call routing makes this a breeze.

Your required call routing depends on your exact business requirements. If you’re a small business with a few members of staff you may choose to route based on department. This makes it easier for inbound callers to speak to the correct person. 

With a larger call centre, there are many different types of call routing including least occupied routing, skill-based routing, dynamic or service-based routing, value-based routing, data-based routing and more. 

PA Comms will gain an understanding of your business and our expert team can provide recommendations on the best system for your business. The one joy of using a professionally managed telephone systems is the support and scalability. 

Many businesses now use call recording to help monitor calls and improve the quality of service. Being able to go back through 6 months worth of calls, search by contact number allows you to easily review and monitor conversations with customers. 

Common types of call routing

Call routing is a great way to improve customer service in larger companies. Many larger companies use foreign call centres for their customer services. Having a split between the UK and international call centres is a breeze with call routing.

Typically, UK-based call centers work 9-5, Monday through Friday. A call routing system allows you to easily reroute calls outside these hours to the desired location or phone number while keeping the same business contact number.

PA Comms provide a tailor-made call routing system designed to suit your business. You can access a full range of routing, management and monitoring services with our custom-built PA Cloud Connex business phone system

Connecting Your Business To The World & Your Customers!

At PA Communications we help you connect your business with the world! Whether that’s by installing a VoIP system, installing high-speed internet to your business premises, helping you manage your phone systems or installing organised and easily manageable network cabling throughout your business. 

If you would like to find out more information about our services & how we can help your business then contact our team on 01772 760 700 or email

‘Professional from the beginning, first class installation and very helpful and knowledgeable, always there to help when we need them’ Manchester Central Convention Complex Ltd (formerly GMEX)

Steven Bennett Head of IT

‘You and Phil (the whole team I’ve had dealings with to be fair) have been fantastic, thanks to you all for your hard work.

I appreciate the additional bits of coding you have done to make this cloud solution perfect for us’
Rockpoint Leisure Ltd

Stuart Green Managing Director

‘May I say how happy we are & have been with the service from yourselves from the first initial service visit, through sales and to installation today – the quality of service is reflected in the standards of all your staff we have encountered’
LMP Architectural Consultants

James Lawson Network Manager

"We had two different systems in the past from our previous telephone supplier but they would not work together. We were in a bit of a mess as they were unfit for purpose so we knew we had to immediately change that. We contacted PA Communications, having dealt with them in the past, and I knew they delivered excellent customer service. PA are extremely helpful and supportive all hours of the day and night."

Tracey Scott Managing Partner

Just Some Of Our Customers..