Call center agents wearing headsets and working at a row of desks

Routing and Call Control

Route Every Call to the Right Resource, the First Time

Manage voice traffic with flexible routing logic, advanced call treatment, and full call path visibility – all in one intuitive portal backed by dedicated technical support.

Control the Entire Call Journey from One Screen

Vail has delivered calls with efficiency and clarity since 1991, backed by Tier-1 interconnectivity and nationwide georedundancy. Our platform takes care of the connectivity and reliability behind every call, while giving businesses network-level control to adapt call flows as needs change.

Set up simple and sophisticated routing rules, stand up an IVR same day, and keep ahead of friction.

Diagram of Vail Routing and Call Control connecting callers through RACC to IVR and call centers, managed via web portal and reporting

Intelligent Routing

Send Callers Where They Need to Go

Route local and toll-free calls to any destination based on ANI, OLI, location, time/date, holidays, or load balancing rules. Automatically distribute customers through least-cost routing paths, redirect suspicious traffic, and prevent system overloads against TDoS attacks.

Connect OnNet, OffNet (PSTN), and SIP calls
Set up simple and sophisticated routing rules (e.g., ANI velocity, many-to-one)
Automatically retry failed connections and route calls through backup paths

RACC portal showing Marketing Numbers routing group settings including pre-routes, geo-route, and default route options

Self-Service

Easily Build or Edit Dynamic IVRs Same-Day

Design and update multi-level IVR flows in minutes with pre-recorded audio – no coding or waiting on IT. Create informational or segmented call experiences for campaigns, seasonal demand, or different caller needs, and adapt them the same day.

Customize pre-route messages (business hours, promotional offers, and navigation instructions)
Streamline calls to frequently dialed numbers or departments
Manage high volume with queues and callbacks
Collect feedback via post-call surveys

RACC Dynamic IVR builder showing a language selection call flow tree and DIVR settings

Visibility

Monitor Every Call from Start to Finish

Get immediate visibility into volume, wait times, routing, transfers, outcomes, and destinations with end-to-end call detail records (CDRs). Audit traffic, spot issues, and optimize routing using on-demand reports and dynamic analytics.

RACC monitoring dashboard with recent traffic graph and current inbound call counts

Enterprise-Ready Foundation

Never Worry About a Dropped Call

Built-In Disaster Recovery

Keep your calls connected even through an outage with automatic failover, N+N redundancy, and 99.999% uptime.

Works With the Stack You Already Run

Connect to your existing IVR, ACD, CTI, or CCaaS platforms – including Amazon, Google, TalkDesk, Genesys, Avaya, and more – for a smooth handoff every time.

Dedicated Technical Support, not a Queue

Receive guidance when you need with an on-call Technical Account Manager who knows your business, backed by 24/7/365, U.S.-based NOC support, not a rotating support queue.

Case Study

How a Major U.S. Retailer Automated Over 70% of Calls with Vail

A leading U.S. retailer handling millions of calls a year across 250+ locations needed a routing partner that could cut telecom costs without cutting service. Vail delivered a sophisticated call routing solution end to end, without unnecessary deployment and maintenance costs.

70%+

of calls successfully routed without human intervention

250+

store locations served from one platform

100%

of costly 1-800 numbers and legacy PSTN networks eliminated

Close-up of nested shopping cart handles in a retail store

Get Your Call Routing Right the First Time

Get a 30-minute walk-through of your call traffic patterns, IVR friction points, and how Vail can help you deploy a least-cost routing strategy.

Vail Routing and Call Control FAQs

Vail Routing and Call Control (RACC) provides a centralized interface to create and manage call flows using rules based on caller, location, time, traffic, and other factors. Businesses can connect calls across PSTN, SIP, and internal networks, stand up dynamic IVRs in minutes, and monitor call activity end-to-end.

Yes. Vail allows teams to customize routing logic for new campaigns, seasonal demand, business hours, or changing operational requirements via an intuitive portal and with dedicated TAM support. Dynamic, multi-level IVRs can be built in minutes using its no-code interface.

Yes. Build routing rules for ANI, location, time, load balancing, least-cost routing, and more. Failed calls can automatically retry or route through backup paths.

Yes. Create and update multi-level IVRs without coding or waiting on IT. Make same-day changes for campaigns, seasonal demand, or changing business needs.

Vail provides built-in redundancy, automatic failover, retry logic, and disaster recovery capabilities designed to keep voice services available during outages or unexpected traffic spikes. The platform supports high-volume communications with 99.999% uptime and 24/7/365, U.S.-based NOCs.

Yes. Vail works with existing IVR, ACD, CTI, and CCaaS platforms, including Amazon, Google, Talkdesk, Genesys, Avaya, and more.