Routing in telephone systems | NFON Knowledgebase UK [Contact](# "Contact") ![](/web-assets/f/290788/40x40/d98615a3ea/nfon-sales-contact.svg) Sales & General * [Talk to Sales](tel:+443303838000) * [Write to us](/gb/request-information) Search * [![Products](https://a.storyblok.com/f/290788/40x40/539cd331b9/nfon-products.svg) Products](#) Call & Work ![AI icon](/assets/ai_icon.webp) + [Cloud Telephony](/gb/products/cloud-telephony/) + [SIP Trunk](/gb/products/enablement/) + [Devices](/gb/products/devices) Build & Automate ![AI icon](/assets/ai_icon.webp) + [Assistants](/gb/products/ai/assistants) + [Bots](/gb/products/ai/bots) + [AI Agent Studio](/gb/products/ai/agent-studio) Engage & Support ![AI icon](/assets/ai_icon.webp) + [Contact Center](/gb/products/customer-contact/) Integrations & Add ons + [Integrations & Add ons](/gb/integrations/) * [![Solutions](https://a.storyblok.com/f/290788/40x40/da156cbbb8/nfon-solutions-industries.svg) Solutions](#) Industries + [Health & Wellness](/gb/solutions/health-wellness) + [Retail & E-Commerce](/gb/solutions/retail) + [Finance & Legal](/gb/solutions/finance-insurance) + [Travel & Hospitality](/gb/solutions/hospitality) + [Public Sector](/gb/solutions/public-sector) + [Energy](/gb/solutions/energy) Success stories + [Customer Stories](/gb/customer-stories/) * [![Partnerships](https://a.storyblok.com/f/290788/36x36/7bd105c67d/nfon-partner.svg) Partnerships](#) Partner with NFON + [Partner](/gb/partner/become-partner) + [NGAGE](/gb/partner/partner-programme) Partner Portal + [Partner Portal](https://partners.nfon.com/) * [![Help Center](https://a.storyblok.com/f/290788/40x40/d01fbb4f30/help-nfon.svg) Help Center](/gb/help-centre) * [Login](https://start.cloudya.com/ "Login") * United Kingdom + [International](/en) + [Deutschland](/de) + [España](/es) + [France](/fr) + [Italia](/it) + [Österreich](/at) + [Polska](/pl) + [Portugal](/pt) + [United Kingdom](/gb/get-started/cloud-telephony/lexicon/knowledge-base-detail/routing) [![NFON Logo](/assets/logo-nfon.svg)](/gb/ "NFON Home") * [Products](#) ![](/web-assets/f/290788/36x36/a9f3ceed6f/nfon-call-work.svg) Call & Work ![AI icon](/assets/ai_icon.webp) Seamless communication ![](/web-assets/f/290788/36x36/d03c61cf40/nfon-build-automate.svg) Build & Automate ![AI icon](/assets/ai_icon.webp) AI Automation ![](/web-assets/f/290788/36x36/106823b73b/nfon-engage-support.svg) Engage & Support ![AI icon](/assets/ai_icon.webp) Omnichannel support ![](/web-assets/f/290788/36x36/50b60f5411/nfon-integrations-add-ons.svg) Integrations & Add ons Connect Teams & CRMs + [![](/images/products-call-work-cloudteleophny-navbar-int_Fjf8b.webp) ### Cloud Telephony ![AI icon](/assets/ai_icon.webp) Seamless cloud telephony for every device. High-fidelity audio with European-grade security.](/gb/products/cloud-telephony/) + [![](/images/products-call-work-siptrunk-navbar-int_ZH5NzW.webp) ### SIP Trunk Secure cloud connectivity for your existing hardware. Scales instantly with your business.](/gb/products/enablement/) + [![](/images/products-call-work-devices-navbar-int_Z2dP6.webp) ### Devices Professional telephones and hardware designed for clear calls and all-day comfort.](/gb/products/devices) + [![](/images/products-build-automate-assistants-navbar-int_2ghUIJ.webp) ### Assistants ![AI icon](/assets/ai_icon.webp) Pre-configured, plug-and-play digital roles like FrontDesk and Workdesk. Ready to deploy instantly with zero coding required.](/gb/products/ai/assistants) + [![](/images/products-build-automate-bots-navbar-int_Z1p57Vm.webp) ### Bots ![AI icon](/assets/ai_icon.webp) Prompt-driven, multi-channel conversational experiences. Automate custom customer journeys across Web Chat, Voice, and Livechat.](/gb/products/ai/bots) + [![A chatbot creation interface is shown with a readiness message, build report, agent prompt details, and created tools list, over a gradient background.](/images/products-build-agent-studio-navbar-int_Z1Y88dE.webp) ### AI Agent Studio ![AI icon](/assets/ai_icon.webp) Simply turn your ideas into AI agents for your business. Describe the task, create a working agent, then optimize it in one workspace.](/gb/products/ai/agent-studio) + [![](/images/products-engage-support-navbar-int_1xyFBE.webp) ### Contact Center ![AI icon](/assets/ai_icon.webp) Omnichannel customer service for modern teams. Manage conversations, automation, AI assistance, and customer context.](/gb/products/customer-contact/) + [![](/images/products-integrations-addons-navbar-int_Z1Ka5ea.webp) ### Integrations & Add ons Expand your capabilities and natively connect your everyday business to keep all workflows unified.](/gb/integrations/) * [Solutions](#) ![](/web-assets/f/290788/40x40/da156cbbb8/nfon-solutions-industries.svg) Industries Tailored solutions ![](/web-assets/f/290788/40x40/155f2a989d/nfon-success.svg) Success stories 54,000+ trust us + [![](/images/solutions-health-wellness-navbar-int_Z15q3kJ.webp) ### Health & Wellness Secure communication for better patient experiences and care delivery.](/gb/solutions/health-wellness) + [![](/images/solutions-retail-ecommerce-navbar-int_zUgjw.webp) ### Retail & E-Commerce Connected communication for modern retail and customer engagement.](/gb/solutions/retail) + [![](/images/solutions-finance-legal-navbar-int_1Dy5Ax.webp) ### Finance & Legal Trusted communication for regulated and security-conscious organizations.](/gb/solutions/finance-insurance) + [![](/images/solutions-hospitality-travel-navbar-int_17WoBe.webp) ### Travel & Hospitality Seamless communication for exceptional guest experiences and service.](/gb/solutions/hospitality) + [![](/images/solutions-publicsector-navbar-int_YyABB.webp) ### Public Sector Reliable communication for responsive public services and citizen support.](/gb/solutions/public-sector) + [![](/images/solutions-energy-navbar_FDoix.webp) ### Energy Reliable communication for responsive customer service, even during outages and peak demand.](/gb/solutions/energy) + [![](/images/solutions-costumerstroy-navbar-int_Z1MdOsM.webp) ### Customer Stories Real-world impact across every industry. Explore how we solve complex communication challenges for Europe’s leading brands.](/gb/customer-stories/) * [Partnerships](#) ![](/web-assets/f/290788/36x36/7bd105c67d/nfon-partner.svg) Partner with NFON Join the NFON network ![](/web-assets/f/290788/36x36/8c5c9a9c78/nfon-partner-portal.svg) Partner Portal Existing partner login + [![](/images/partnerships-partner-navbar-int_ZHYGKx.webp) ### Partner From onboarding to co-branded marketing, we provide the tools you need to win.](/gb/partner/become-partner) + [![](/images/partnerships-ngage-navbar-int_Zs3yY9.webp) ### NGAGE Discover our tiered rewards system designed to help you scale your business and revenue.](/gb/partner/partner-programme) + [![](/images/partnerships-partnerportal-navbar-int_2ki451.webp) ### Partner Portal Access partner tools, deal registration, training resources, and program benefits in one place.](https://partners.nfon.com/) * [Help Center](/gb/help-centre) * Search * [Login](https://start.cloudya.com/ "Login") * gb + [International](/en) + [Deutschland](/de) + [España](/es) + [France](/fr) + [Italia](/it) + [Österreich](/at) + [Polska](/pl) + [Portugal](/pt) + [United Kingdom](/gb/get-started/cloud-telephony/lexicon/knowledge-base-detail/routing) * [Contact](#) [Contact](# "Contact") + ![](/web-assets/f/290788/40x40/d98615a3ea/nfon-sales-contact.svg) Sales & General Get in touch with us. ![](/images/getstarted-talktosales-navbar-int_ZMspQ4.webp) ### Talk to Sales Get a free consultation to see how NFON products can meet your needs. [+44 330 383 8000](tel:+443303838000 "+44 330 383 8000") ![](/images/getstarted-writetous-navbar-int_ZY7MOf.webp) ### Write to us Fill out our request form. Our experts will respond as soon as possible. [Write to us](/gb/request-information "Write to us") ### Routing [Routing in telephone systems](/gb/get-started/cloud-telephony/lexicon/knowledge-base-detail/routing#section-3) [Inbound routing in telephone systems](/gb/get-started/cloud-telephony/lexicon/knowledge-base-detail/routing#section-4) [Outbound routing in telephone systems](/gb/get-started/cloud-telephony/lexicon/knowledge-base-detail/routing#section-5) # Routing In telecommunications, the term routing refers to the pathfinding of information or data streams, from the source to its destination. It is mostly used in the context of data networks and describes the route taken via individual network nodes ([routers](/gb/get-started/cloud-telephony/lexicon/knowledge-base-detail/router)) for the transmission and delivery of data packets. In order to achieve this, the router knows either individual links or complete network topologies and chooses the best network node to forward the data packet on to next, based on its destination address and certain criteria. Routing algorithms and protocols are used to reach the decision. The term routing is also used for the [inbound](/gb/get-started/cloud-telephony/lexicon/knowledge-base-detail/inbound) and [outbound](/gb/get-started/cloud-telephony/lexicon/knowledge-base-detail/outbound) processing of telephone calls in [telephone systems](/gb/gb/products/cloudya). ### Routing in telephone systems Routing in telephone systems The main distinction is made between outgoing (outbound) and incoming (inbound) routing in telephone systems. Powerful telephone systems often have a variety of criteria which it can use when forwarding telephone calls. For [call centres](/gb/get-started/cloud-telephony/lexicon/knowledge-base-detail/call-centre) in particular, routing is a key feature of the phone system and essential for the efficient processing of customer calls. ### Inbound routing in telephone systems Depending on defined information, incoming calls are assigned to specific individuals, phone lines or groups. Voice response systems are often used to gather information about the caller. They give the caller the option to specify their request in more detail. Using definable criteria the telephone system transfers the caller to a staff member who is suitably skilled to act on the caller's concern. This feature-based routing optimises call [agent](/gb/get-started/cloud-telephony/lexicon/knowledge-base-detail/agent) availability, as well as improving the efficiency of how the calls are handled. ### Outbound routing in telephone systems One example of how outbound routing can be used in telephone systems is when finding the most favourably priced [telephone provider](/gb/get-started/cloud-telephony/lexicon/knowledge-base-detail/telephone-provider) for specific calls. The technical term for this is [Least Cost Routing](/gb/get-started/cloud-telephony/lexicon/knowledge-base-detail/least-cost-routing). The method generally uses the Call-by-Call feature, automatically comparing pricing tables. By using a call prefix number that is automatically pre-selected by the system, every call can be routed via the call provider that is offering the cheapest rate for that specific call. Call-by-call, however, must be supported and enabled by the user's own telephone provider. The Least Cost Routing function can be implemented through software in a telephone system or additional hardware. ### Related Articles ### Router A router is a switching device for networks, which is able to route network packets, based on their addresses, to other [networks](/gb/get-started/cloud-telephony/lexicon/knowledge-base-detail/telecommunication-networks) or [devices](https://web-production.nfon.com/gb/products/devices). Among other things, they are used for Internet access, for coupling networks or for connecting branch offices to a central office via [VPN (Virtual Private Network)](/gb/get-started/cloud-telephony/lexicon/knowledge-base-detail/virtual-private-network). Depending on the type they communicate using the various access protocols, such as Ethernet, [ATM](/gb/get-started/cloud-telephony/lexicon/knowledge-base-detail/atm) or [DSL](/gb/get-started/cloud-telephony/lexicon/knowledge-base-detail/sdsl-shdsl). In the OSI layer model, the switching of data packets through the router is based on the address on the network layer (layer 3). In addition to routers that use [Internet protocol (IP)](/gb/get-started/cloud-telephony/lexicon/knowledge-base-detail/ip-address), there are multi-protocol routers, which also handle other network protocols. [Router](/gb/get-started/cloud-telephony/lexicon/knowledge-base-detail/router) [Back](#) ![NFON Logo](/assets/logo-nfon.svg) News * [Events](https://www.nfon.com/gb/news/events/) * [Press](https://www.nfon.com/gb/news/press/) Customers * [Cloudya Login](https://start.cloudya.com/auth/login) * [Admin Portal](https://admin.nfon.com/) * [NFON Status](https://status.nfon.com/) About NFON * [Corporate](https://corporate.nfon.com/en/) * [Investor Relations](https://corporate.nfon.com/en/investor-relations/ir-at-a-glance/) * [Sustainability & ESG](https://corporate.nfon.com/en/sustainability/) * [Career](https://corporate.nfon.com/en/careers/) Legal * [GTC-SLA](/gb/legal/gtc-sla) * [Legal Notice](/gb/legal/legal-notice) * [Trust Centre](https://www.nfon.com/en/trust-center/) * [Data Protection](/gb/legal/data-protection) * [Cookie Settings](javascript:onclick=UC_UI.showSecondLayer()) © 2026 - NFON | All rights reserved.