How do I route calls to the right agent without expensive software?

The simplest approach: call queues

Most phone services (Vonage, 8x8, even some Twilio setups) let you create a call queue for free or cheap. Callers dial one number and wait in line. Calls ring agents in order of availability. This handles routing without custom code or expensive routing engines.

Set it up by defining agent phone numbers and the order they should receive calls. Some services call this "round-robin" routing.

Adding a menu

If you need to route by department (sales, support, billing), use an IVR (interactive voice response): "Press 1 for sales, 2 for support." Most phone services include basic IVR for free or $20–50/month. Map each menu option to a different queue.

What you need

• A business phone service (not consumer Verizon/AT&T)
• A list of agent extensions or direct numbers
• 15 minutes to configure the queue in your phone provider's dashboard

This works for up to 30–40 concurrent calls without strain. Beyond that, you'll hit limits and need smarter load-balancing, but that's still months away for most startups.