Call routing¶

Routing rules

Routing decides where calls go. Every phone number needs a default route; overrides should be used only for clear time windows or special handling.

Check timezone and overlap before assuming the agent is broken.

Call routing decides where an incoming phone call goes.

A phone number should always have a default route. Routing overrides can then send calls somewhere else during specific weekly time windows.

Default route¶

The default route is used when no routing override matches.

A default route can point to:

an Agent for straightforward calls, or
an Agentic Flow for more complex routing between multiple agents.

Use a simple agent when every call should follow the same workflow. Use an Agentic Flow when the call should be classified and routed to different agents based on intent.

Max AI call duration¶

Max AI call duration is an optional limit on how long a caller can stay in the AI part of a call for one phone number.

Use it when you want bounded calls, cost control, or a clear stop for conversations that should not continue indefinitely.

Control	What to know
Enable or disable	Configure it on the phone number card in the routing or phone-number view.
Duration	Enter the limit in minutes. Allowed range: 1-60 minutes.
Default when enabled	New limits start at 15 minutes unless you change the value.
Scope	The setting belongs to the phone number, so it also applies when a routing override sends the call to another agent or flow.
Human forwarding	A successfully forwarded human conference call is not ended by this AI-duration limit.

When the limit is reached while the caller is still speaking with the AI, Nuvoca plays a short goodbye message and ends the call. Leave the setting disabled when the phone number should not have a platform-level AI call duration limit.

Routing overrides¶

A routing override changes the destination for a defined schedule.

Typical examples:

after-hours calls go to an emergency agent,
weekend calls go to a support flow,
lunch-break calls go to a voicemail-style collection agent,
VIP phone numbers use a specialized flow.

Each override defines:

destination type: Agent or Agentic Flow,
destination,
enabled/disabled state,
days of week,
start time,
end time.

Timezone matters¶

Routing windows use the phone number's routing timezone.

Always check the timezone when:

your business operates across regions,
daylight saving time changes,
the admin configuring the rule is in a different timezone than callers.

Most routing mistakes are timezone mistakes

If an override does not trigger when expected, check the routing timezone before changing the schedule.

Cross-midnight schedules¶

Routing supports time windows that pass midnight.

Example:

Days	Start	End	Meaning
Monday-Friday	17:00	09:00	After-hours from evening until the next morning
Saturday-Sunday	00:00	23:59	All weekend

Avoid overlapping overrides¶

Two enabled overrides should not compete for the same time window unless the product explicitly prevents or resolves the conflict.

Good practice:

keep schedules simple,
use descriptive destination names,
disable old overrides before creating replacements,
document why an override exists.

Example setup¶

Business requirement:

Monday-Friday, 09:00-17:00: normal reception agent.
Monday-Friday, 17:00-09:00: after-hours support agent.
Saturday-Sunday: weekend support flow.

Configuration:

Set the default route to the normal reception agent.
Add an after-hours override for Monday-Friday, 17:00-09:00.
Add a weekend override for Saturday-Sunday, 00:00-23:59.
Test one call in each window, or temporarily create a short test window.

Testing checklist¶

Default route works without overrides.
Routing timezone is correct.
Each override points to the intended destination.
Cross-midnight windows behave as expected.
Disabled overrides do not affect calls.
Caller experience still makes sense after routing.
Max AI call duration is either intentionally disabled or set to a value that matches the caller experience you want.