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There are two ways to get callers to the right place: give your agent several transfer destinations and tell it which to use, or give each department its own number and its own agent. The first keeps one agent and one set of instructions. The second is more reliable when the departments behave differently.

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Which approach to use

Start with the first. Move to the second when you find yourself writing contradictory instructions into one agent.

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Routing by what the caller asks for

Add one transfer action per destination, then tell your agent which is which. The instructions do the routing, so be specific about the words callers actually use rather than your internal department names.
Set each transfer up with Pass the call to a person, and give each one a fallback number so an unanswered department does not become a dead end. That last line matters. An agent that guesses between two departments sends callers to the wrong person, which is worse than asking one clarifying question.

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Routing by the number dialled

Give each department its own number, attach each to its own agent, and each agent gets a greeting and knowledge of its own. See Buy a phone number and Assign a number to an agent. This is the more predictable of the two, because nothing depends on the agent interpreting what the caller wants. It costs an extra number per department and it means maintaining more than one agent.

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What to test

  1. Ask for each destination in turn, in the words a customer would use, and check the right phone rings.
  2. Be deliberately vague. Does your agent ask a clarifying question rather than guessing?
  3. Have one destination not answer. Does the fallback work?
  4. Ask for something none of the routes cover. Does it take a message rather than picking a route at random?

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FAQ

Yes. Add a transfer action per destination and tell your agent in its instructions which situations go where. Alternatively give each team its own number and agent, which is more predictable.
Yes, and that is the point of the first approach. Describe the routes in the words your callers use rather than your internal team names, since your agent is matching what it hears.
Use separate numbers when the departments need different greetings, hours, or knowledge, or when the cost of misrouting is high. One agent with several transfers is simpler and enough for most businesses.
The fallback number on that transfer is tried, and then your agent returns to the caller and follows your instructions. Set a fallback on every transfer, because an unanswered department is the most likely failure.
Yes. Routing lives in your instructions and your transfer actions, so changing where a type of call goes is an edit rather than a rebuild. The next call uses the new routing.
Usually the instructions describe the routes in your language rather than the caller’s, so your agent matches the wrong one. Read the transcript to see what the caller actually said, then rewrite that route in their words.