Are there any call routing software options that handle peak call volume and route guests to the right desk by issue type?

Yes — there are several call-routing / call-center platforms that can help with both:

1. Handling peak call volume with features like IVR, queueing, callback, overflow routing, and auto-scaling
2. Routing guests to the right desk by issue type using menu prompts, skills-based routing, and CRM/ticketing integrations

Common options to look at

• RingCentral Contact Center — strong IVR, call queues, skills-based routing, and reporting
• Five9 — built for high-volume environments with advanced routing and workforce tools
• Genesys Cloud CX — very robust routing/queue management and omnichannel support
• Talkdesk — good for guest/service workflows and intelligent routing
• Zendesk Talk / Twilio Flex — more customizable if you want routing tied closely to support workflows
• Aircall — simpler to deploy, good for smaller teams that still need menu-based routing
• 8x8 Contact Center — queueing, overflow, and routing features for hospitality/service teams

What to ask for

If you’re evaluating vendors, look for:

• IVR menus (“Press 1 for billing, 2 for reservations…”)
• Skills-based routing
• Queue overflow and fallback routing
• Callback / virtual hold
• Peak-time scaling
• Integration with guest management or ticketing systems
• Call analytics and reporting

For hotel / guest service use

If this is for a hotel, resort, or property with multiple desks, a good setup often includes:

• A main guest line
• An IVR that identifies issue type
• Routing to reservations, housekeeping, maintenance, concierge, or billing
• An overflow path to a shared service desk during peak periods

If you want, I can also give you:

• a shortlist by business size (small hotel vs multi-property chain), or
• a comparison table with features, pricing style, and best use cases.