calls / month managed in largest deployment
TRACKED CALLS / 24H1,284+12.4%SMS RECOVERIES / WK287+8.1%DEMAND REACTIVATION RESPONSE RATE41.0%+3.2ppAU + NZ CLIENTS LIVE512+11AVG QUOTE RESPONSE47 MIN-9 minISO 27001CERTIFIEDTRACKED CALLS / 24H1,284+12.4%SMS RECOVERIES / WK287+8.1%DEMAND REACTIVATION RESPONSE RATE41.0%+3.2ppAU + NZ CLIENTS LIVE512+11AVG QUOTE RESPONSE47 MIN-9 minISO 27001CERTIFIED
GibsonFamily-Owned Sydney Lead Engine · Since 2006
CM:AU · GIBSON
Call Management
Calls reach the right person. Always. IVR, geo-routing, automatic failover, missed-call alerts. Built for multi-location operators and after-hours services. From 6-person trades to 350-store networks.
ISO 27001ACMA-compliant6 to 350+ locationsNo lock-in
Key statistics
The four numbers that frame the operator problem.
ring-out rate (was 33% before routing rules)
automated routing + failover rules
retail locations served by single rules engine
The call management gap
The call rang. Someone should have answered. Nobody did.
Call Management is the operational layer that makes sure every inbound call has a destination, a fallback, and a fallback to that fallback. Missed calls become callbacks, not lost jobs.
ring-out rate without routing rules
Calls that ring out are usually fixable with a routing change: overflow, after-hours, on-call rotation. Without the rules, they bounce.
person picks up the call
A buyer asks for sales, gets a service desk. A tenant asks for property, gets accounts. Routing matches caller intent to the right team.
after-hours coverage = lost lead
Calls outside business hours go nowhere. Routing rules send them to a mobile, an on-call agent, or a callback queue. Demand Recovery SMS catches the rest.
What is it?
What is Call Management?
Calls hit your business at all hours. Most go to the wrong person, get put on hold, or ring out completely. Industry data: 33% ring-out rate without routing rules in place.
Call Management routes every inbound to the right person, the first time. IVR by postcode or menu, geo-routing to the nearest branch, after-hours rules, on-call rotation, automatic failover. Missed-call SMS catches the rest.
Every call lands on the right desk. The ones that don't get a 60-second SMS reply before the caller dials your competitor.
Caller
Postcode 2000
Routing rules
Postcode IVR
Menu IVR
Time of day
Overflow
On-call
Missed-call SMS
Routing DecisionLive
Caller: 04 1234 5412
ID: 78957526500
Postcode: NSW 2000
Rule fired: Postcode IVR → Sydney CBD
Connected: Sydney CBD store · Karen
Call Recording
0:00 / 0:00
Sentiment Analysis
connected
Source / Medium / Keyword / AdType
Postcode IVR / Geo-route / NSW 2000 / Branch · CBD
Links
Time to connect: 0.4 sec
Ring-out: No
Recording: Captured
Pushes to
01
Rule per call type
IVR by postcode, menu, time-of-day, source. Each rule chains into the next so every call has a destination.
02
Connects in milliseconds
Rules evaluate sub-millisecond. Whisper message identifies the source to the answering team before connect.
03
Failover catches the rest
If every destination fails, missed-call SMS fires inside 60 seconds. Caller gets a reply before they ring your competitor.
The mechanism
Rules engine. Real-time. Tested before live.
What happens between the inbound call and the right person picking up.
- 01
Call comes in
Inbound call hits the tracked number. The routing engine checks every rule: who, when, where, what.
- 02
Rules fire
IVR by postcode (large networks). Geo-routing to nearest branch. Time-of-day routing. Overflow after 3 rings. After-hours to mobile. On-call rotation by staff.
- 03
Right person answers
The call connects to the configured destination in milliseconds. Whisper message identifies the source before connect.
- 04
Failover chain
If the primary does not answer, overflow to backup. If backup does not answer, escalation. If all fail, missed-call SMS fires automatically.
Operational credentials. ACMA-compliant call infrastructure. Sub-millisecond rule evaluation. Tested end-to-end before go-live. ISO 27001 audited. Deployed across networks from 6-person trades to 350+ retail locations.
Free tool
Audit your inbound phone flow in 5 minutes.
CallFit Agent Studio walks through your current routing setup. Finds the gaps. No signup, no email gate.
What's in the box
Six call management capabilities, configurable.
IVR by postcode or menu
Caller dials a national number. IVR captures postcode or menu choice. Call routes to the nearest store, the right team, or the next step.
Geo-routing to nearest branch
Multi-location networks route by caller location. Closest branch picks up first. Backup branches in the chain.
Failover chains
Primary line does not answer after 3 rings. Overflow to backup. Then to mobile. Then to missed-call SMS.
After-hours rules
Business hours to office. After hours to mobile, voicemail, or callback queue. Configurable per day of week.
On-call rotation
Multi-staff teams rotate weekly. Routing engine knows who is on-call this week.
Missed-call alerts
If all routing destinations fail, automatic SMS or email alert to the operator. Demand Recovery SMS fires to the caller in parallel.
Pricing
Call Management is included with Call Tracking from $99/mo.
You do not buy Call Management separately. Every tracked number includes the rules engine. Larger networks (10+ numbers, multi-postcode IVR, escalation chains) get a multi-site quote.
- IVR by postcode, menu, time of day, source
- Geo-routing to the nearest branch
- Failover chains across multiple destinations
- After-hours and weekend routing rules
- On-call rotation for multi-staff teams
- Missed-call alerts to operator + Demand Recovery SMS to caller
- Whisper messages identifying call source
- Tested end-to-end before go-live
- Direct access to senior team
- Cancel any time
IncludedWITH CALL TRACKING
Multi-site operator with 50+ stores or 10+ numbers? See the multi-site approach.
Case studies
What it looks like in practice.
Three Gibson client patterns across three operator types.
IVR by postcode routes to nearest store.
Automotive network with 350+ retail locations. Inbound calls route via postcode IVR to the nearest store. Overflow to regional sales. After-hours to centralised callback queue. Ring-out rate dropped from 33% to 15%.
Outcome: Ring-out 33% to 15% across the network
Calls from the job site, after-hours to mobile.
Owner-operator plumber takes calls from job sites. Routing sends business-hours calls to the office line first, overflow to his mobile after 3 rings. After-hours straight to mobile. Saturday on-call rotation between him and his apprentice.
Outcome: On-site and after-hours calls reach the right person, every time
Tenant vs landlord routing, with after-hours emergency rules.
Property management firm with high inbound volume. Tenant maintenance calls route to the PM team during hours. After-hours emergencies (flood, fire, lockout) escalate to the on-call PM via mobile. Routine after-hours calls go to a callback queue for next-day response.
Outcome: After-hours emergency calls reach on-call PM, routine calls queue for next-day
FAQ
Common call management questions.
What is call management?
Call management is the operational layer that decides where each inbound call goes. It includes IVR (menu and postcode routing), geo-routing, failover, after-hours rules, on-call rotation and missed-call alerts.
Can I route by postcode?
Yes. IVR captures the caller's postcode (either via voice prompt or dial-pad) and routes to the nearest store or branch. Used by the 350-store automotive network.
What happens after hours?
Configurable per business. Routing rules can send calls to a mobile, an on-call agent, voicemail, or a callback queue. Time-of-day rules can vary by day of the week.
Can I do on-call rotation?
Yes. Multi-staff teams configure weekly rotation. The routing engine knows who is on-call this week and routes accordingly.
What about failover?
Standard chain: primary 3 rings, backup 3 rings, mobile 3 rings, missed-call SMS. Chain length and timing configurable.
Will the caller hear hold music?
Optional. Configurable. Most operators choose no hold music, immediate connect or fast overflow.
Can I integrate with my CRM?
Yes. Call events (call started, connected to which destination, ring-out, voicemail) push to your CRM via webhook.
Is this ACMA-compliant?
Yes. ACMA-compliant infrastructure. ISO 27001 audited.
How long does setup take?
3 to 5 business days for standard routing. Larger networks (multi-postcode IVR, escalation chains) 5 to 10 days. End-to-end tested before go-live.
Do I need to buy this separately from Call Tracking?
No. Call Management is included with every Call Tracking subscription from $99/month.
Can I scale to 350 numbers?
Yes. Largest deployment: 350+ retail locations, 150,000+ calls per month. Bulk provisioning and multi-site routing.
How does call management work with dynamic number insertion?
Dynamic number insertion swaps the tracked phone number on your website based on the visitor source. Call management decides where that call lands once it dials. Together they make a complete call attribution model: phone call tracking on the inbound side, geo-routing and failover on the operational side. Standard on every Gibson tracked number from $99/mo.
What is the best call tracking software for multi-location AU operators?
Honest answer: several call tracking platforms in Australia are credible, and the choice comes down to self-serve software versus a managed service. Gibson's differentiator is that call tracking, call management (IVR + routing + failover), and AI-engine attribution (ChatGPT, AI Overviews, Perplexity) are all bundled at the same $99 per tracked number tier. Call tracking pricing is productised. Call tracking Sydney and call tracking Australia multi-site operators typically shortlist Gibson for the managed, bundled approach.
Do I need a separate phone call tracking subscription?
No. Call Management is included with every Gibson Call Tracking subscription from $99/mo. You get one stack: dynamic number insertion, call attribution, phone call tracking, IVR, routing, failover, missed-call alerts. Same call tracking pricing across AU + NZ.
Pairs with
Routing the live calls is the start. Catching the missed ones is the win.
Demand Recovery fires an SMS to every missed call within 60 seconds. The caller gets a reply before they ring the next number. Included with Call Tracking, bundles with Call Management.
See Demand RecoveryReady?
Brief us in 15 minutes. Quote inside the hour. Live in 5 business days.
You tell us your team structure, after-hours requirements, and any multi-location routing needs. We send the quote and the go-live date the same hour.