the best basic cloud be:
Create a Team for each department (even when the department only consists of 1 or 2 people) “backoffice”, “support”, “sales”…
Then there are 2 options:
- create an IVR which asks you “Press one for support, two for sales”
- Route an official phonenumber to each team
At Team level you check business hours, etc. You can also use “Action Templates” for that.
If someone calls your direct extension then try to reach the person for, lets say 20 seconds, then forward the call to the team. So there is still a chance to contact somebody out of business hours.
Callrouters are for more “advanced” setups. You can use them (does not hurt but not needed for that scenario.