Call Routing

Hotline for on-call teams

Reach the right on-call responder immediately by calling a phone number.

Call Flows: The Easiest Way to Set up Your Call Routing

The intuitive drag-and-drop interface makes the call routing configuration a breeze, allowing you to set up command sequences and devise multiple scenarios for various users by adding new branches to your flow.

The first line of response

Let AI take the call

Meet the ilert AI Voice Agent - a human-like agent for natural conversations and intelligent routing. The Agent handles the first communication with callers, processes the information provided, and, depending on the input, creates an incident or calls an on-duty engineer. It aims to make the first line of interaction via call routing even more personalized and comprehensive and to provide an informative context to on-call engineers before they can take action toward remediation.

Custom IVR menu

Customize your greeting and route calls based on caller input, like “press 1 for cloud, 2 for support."

Multiple languages

Communicate with callers in their language with multilingual IVR menus including English, German, French, and Spanish.

Schedule based routing

Calls are routed to the right person using your escalation policies and on-call-schedules.

Add a Human Touch to Automated Responses

Convert text to speech with AI, transforming your call-routing messages and IVR menus into more natural, human-like interactions. Choose from six AI voices to create a more engaging experience for callers.

Voicemail

Let callers leave a voicemail if no one is available. Voicemails will be attached to the alert.

International phone numbers

Phone numbers are available from over 50 countries for a localized experience to your customers.

PIN codes

Add a layer of security by requiring a secret code before callers reach your team.

What else?

Frequently Asked Questions

What is call routing for on-call teams?

Call routing efficiently directs incoming hotline calls to the appropriate on-call responder according to your escalation policies and schedules. ilert’s user-friendly drag-and-drop call flows allow you to set up IVR menus, conditional branches, and voicemail.

What is ilert’s AI Voice Agent and how does it work?

ilert’s AI Voice Agent answers the first call, engages callers in natural-language conversation, and either creates an incident or routes to an on-duty engineer. It captures context and delivers it to your team before escalation.

How do I configure call routing flows in ilert?

With our visual builder, just drag nodes into the canvas to define call sequences (e.g., IVR menus, conditional routing, voicemail). You can preview and publish flows in seconds.

How does multilingual IVR work in call routing?

ilert supports English, German, French, and Spanish IVR menus. Callers hear prompts in their language based on your configuration. You can customize greetings and menu options for each locale directly in the Call flow builder.

How does call routing integrate with on-call schedules and escalation policies?

Calls are routed according to your defined escalation policies and on-call schedules. ilert checks who’s on duty, then follows your escalation chain (including overrides and maintenance windows) to ensure 24×7 coverage.

More Information