Geographic Routing
    • 31 Jan 2025
    • 1 Minute to read
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    Geographic Routing

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    Article summary

    Geographic Routing allows you to automatically route inbound calls to different Contact Centers based on the area or country code of the caller. This reduces hold times and ensures callers reach the appropriate Contact Center on their first attempt, minimizing unnecessary transfers. 

    Who can use this

    Geographic Routing is available to Dialpad Dialpad Support and Dialpad Sell customers.

    Create geographic routing

    To set up geographic (GEO) routing:

    1. Navigate to Dialpad Admin Settings > Geo. Routing

    2. Select Add a Geo. Router

    3. Add a name for the router and select Create

    4. In the Inbound numbers for the geographic router, select Add a number

    5. Choose a local or toll-free number

      Tip

      You can assign a name to the number as well

    6. Review the cost and select Add number

    Configure GEO Routing

    After enabling Geo Routing, configure the routing rules.

    To configure GEO Routing rules:

    1. Navigate to Dialpad Admin Settings > Geo. Routing and choose the desired routing

    2. In the Routing Rules & Fallback section, select Add a new rule

    3. In the Routing Rules panel, add the following information:

      1. Enter the area and/or country codes

      2. Select the Contact Center you'd like these callers to route to

    4. Select Save Changes

      Note

      To edit or delete an existing routing rule, select Options beside the routing rule and choose Edit or Delete

    Set GEO Routing Fallback rule

    Create a fallback rule to direct callers to an alternate Contact Center if their number doesn't match any existing rules.

    To create a GEO routing fallback rule:

    1. Navigate to Dialpad Admin Settings > Geo. Routing

    2. Select the desired routing and select Routing Rules and Fallback

    3. From the Fallback drop-down menu, select the desired Contact Center

    Want to learn more?

    Check out Dialpad University's free courses covering our products and services, as well as insightful tips and best practices.


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