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Been a hot topic for us for years and years ie:

[URL unfurl="true"]https://www.twilio.com/blog/todd-thompson-changes-the-way-a-network-of-auto-dealers-uses-the-phone-html[/URL]

Currently approaching this completely different and coincidentally just launching it in a few of our stores this week to test live. Huge issue is service calls go to voice mail over and over and we may be waiting on an ok for work while the car is on the hoist etc.

Now, call comes in, we reverse look up in our own DB for a phone match, if matched, pull the record, greet by name, if open RO, ask if its regarding the vehicle and reroute phone directly to three phones same time... advisor, service manager and in our case, the video advisor. Also test to see if that store service dept is open and redirect if after hours. Plus if a match, no open RO, we ask if they want to book an appt and reroute to BDC. No human intervention required. Rolling our own solutions have proven to be the best route for us.