Every call reaches the
right person.
Your phone rings. But does the right person pick up? IVR menus, overflow chains, after-hours routing and on-call rotation make sure every caller gets through to someone who can help. Not voicemail. Not a dead end. Built for single-site businesses and national networks across Sydney, Melbourne, Brisbane, Perth, Adelaide, Canberra and New Zealand.
150K
Calls/month managed for one client
350+
Stores routed via postcode IVR
15%
Ring-outs after routing (was 33%)
24/7
After-hours coverage
Calls ring out. Jobs go to your competitor.
You spend money getting the phone to ring. But if nobody picks up, that money is gone. A tradie on the tools can't answer. A receptionist at lunch can't answer. A plumber in a ceiling cavity can't answer. The caller doesn't leave a message. They call the next number on Google.
Overflow routing sends the call to the next available person. Then the next. Someone picks up.
If nobody answers, you get an alert within seconds. Caller number, time, source. Follow up while they're still looking.
Lunch, weekends, public holidays. The system knows your hours and routes calls accordingly.
How call routing works for small business:Gibson's call routing sends inbound calls to the right person based on rules you set. Callers can be routed by postcode (to the nearest store or technician), by department (sales vs service), by time of day (business hours vs after-hours), or by availability (overflow to the next person if the first doesn't answer). Every routed call is tracked, so you see where the call came from, who answered it, and how long it lasted. Gibson built this system for a 350-store automotive network handling 150,000 calls per month, and it works the same way for a 6-person trades business.
Where it runs: Call routing and IVR for businesses in Melbourne, Brisbane, Perth, Adelaide, Canberra, Hobart, Darwin and Auckland, plus our Sydney HQ client base.
Capabilities
Built so you never miss another call
Whether you have 2 staff or 200, call routing makes sure every inbound call reaches a human who can help.
IVR menus that route by postcode
Callers punch in their postcode and get routed to the nearest office, store or technician. No receptionist needed. We built this for a 350-store network handling 150,000 calls a month.
Overflow to the next available person
If the first number rings out, the call rolls to the next person in your team. Then the next. Nobody hits voicemail unless every single person is genuinely unavailable.
After-hours routing
Calls outside business hours go to your on-call person, an answering service, or a custom voicemail with instant SMS notification. You choose what happens and when.
On-call rotation
Set up weekly or daily rotations so after-hours calls go to the right technician. No more manual roster changes. The system follows the schedule you set.
Missed call alerts in real time
If a call does slip through, you get an SMS and email within seconds. Caller number, time, and which marketing channel they came from. Follow up before they call someone else.
Time-of-day rules
Route calls differently during lunch, weekends or public holidays. The system adjusts automatically based on the rules you set, so your customers always reach someone.
In Practice
From 33% ring-outs to 15%
A Sydney electrical business with 12 vans was losing a third of its calls. No overflow. No after-hours routing. Callbacks happening 24 hours later. With Gibson's call routing, ring-outs dropped to 15%. Jobs are booked on the first call. Marketing spend is finally accountable.
33% → 15%
Ring-out rate
More than halved in the first month
5 min
Recovery SLA
Missed calls flagged and returned within 5 minutes
$100K
Annual ad spend
Now accountable to booked jobs, not guesswork
How It Works
Every call reaches the right person, automatically
IVR and intelligent routing handles the logic so your team never misses a hot lead.
Call Comes In
Any inbound call hits the routing engine instantly. Tracked or untracked, the rules fire the moment it rings.
Routing Logic Fires
Time-of-day, postcode, IVR selection, overflow chains: all configured once. The system follows your rules 24/7.
Right Person Answers
Call lands with the right person, every time. Missed calls trigger an instant SMS alert with the caller's number and source.
Results
We've delivered
20yrs
In Australian marketing
500+
Active clients across AU & NZ
60s
SMS response after missed call
$560K
Revenue managed for clients
“We've been working with Gibson Promotions for our real estate marketing material, and we couldn't be happier with their service. The team is professional, responsive and their efficiency and reliability make them a key partner in our business.”
GavanProperty
Real Estate Agency
“Worked with Albert from Gibson Promotions to help set up a call tracking system for my business. The setup was flawless and they were very helpful every step of the way.”
Jing Li
Medical Spa Owner
“We set up tracking for one of our biggest clients and the whole experience was professional and hassle free. Albert and the Gibson Promotions team have been fantastic to work with regarding our call tracking and 1300 number setup.”
David Pagotto
Agency Director
Frequently asked questions
Only if you want them to. You can set up a simple IVR greeting ("Press 1 for sales, 2 for service") or route silently based on the number they dialled. Either way, the call rings your normal phone.
You decide. Options include: roll to the next person in the overflow chain, go to a custom voicemail, send an instant SMS alert to the business owner, or trigger an automatic missed-call text-back via our Demand Recovery service. Most clients use a combination.
Yes. You can adjust routing rules, overflow numbers and schedules through your CallFlow AI dashboard anytime. Or just call Albert and he'll set it up for you. Most changes take effect within minutes.
Yes. We route calls to your existing phones. Your customers call a tracked number, the system routes it based on your rules, and it rings on the phone you already carry. No new hardware, no apps to install.
A virtual receptionist is a human answering your calls. Call routing is a system that sends calls to the right person on your team. They work well together, but routing is faster, cheaper and runs 24/7 without sick days.
Call routing is included in our Growth ($189/month) and Pro ($389/month) plans. Basic routing is available in Starter. No per-call fees for routing itself. You pay for the tracked numbers and minutes.
Yes. Call routing is a cloud service, so geography is irrelevant. We run routing for businesses across Sydney, Melbourne, Brisbane, Perth, Adelaide, Canberra, Hobart, Darwin and Auckland. The 350-store automotive network we route calls for spans every Australian state. Setup is fully remote, typically live within a week.
Tired of calls ringing out?
Tell us how your phones work today and we'll show you how to make sure every call gets answered. Takes 15 minutes.
Get Free Call Audit“We stopped losing jobs to voicemail. Jobs booked on the first call are up and we finally see which ads actually pay.”
Time Electrical
Sydney, 12 Vans