Admins can adjust call routing settings at any time to control how inbound calls are distributed across their team, automated workflows, or contact centers.

Use this guide to remove call routing from an AI agent and redirect calls to live operators, another department, or an alternate destination.

Step-by-Step Instructions

1. Access Call Routing Settings: Navigate to your administrative dashboard and locate your department, main line, or contact center settings.
   • Open the Call Routing configuration modal.
     
     
     
      
2. Choose Your Primary Routing Path: Under Send calls to:, choose how incoming calls should primarily be handled:
   • Option A: Route directly to Operators
     • Select the Operators card.
     • Configure your operator ring pattern (e.g., Longest idle, round robin, or skills-based).
   • Option B: Route to an alternate destination (No Operator)
     • Keep No operator selected.
     • Scroll down to the No Operator Options section.
3. Select an Alternate Routing Destination: If you chose No operator, deselect To an AI agent by selecting one of the available routing alternatives under Calls will be sent:
   • To another department, office, contact center or geo. router: Routes callers directly to a separate team, department, or contact center queue.
   • To a team member, room phone, or external number: Sends callers directly to a specific user, desk phone, or forwarding number.
   • To an automated response menu: Directs callers through an IVR/auto-attendant menu.
   • To a workflow (voice): Routes callers into a custom voice workflow.
   • Directly to voicemail / To a message (no voicemail): Sends callers straight to a greeting or message recorder.
4. Save Changes
   • Confirm that To an AI agent is no longer highlighted or selected.
   • Save your settings. Calls will immediately begin routing to your newly selected destination.

Need to Re-enable the AI Agent Later?

To return to your AI agent workflow at any point:

1. Return to Call Routing > No operator.
2. Under Calls will be sent:, select To an AI agent.
3. Choose your configured agent from the dropdown menu and save your changes.