- 31 Jan 2025
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Geographic Routing
- Updated on 31 Jan 2025
- 1 Minute to read
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- DarkLight
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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:
Navigate to Dialpad Admin Settings > Geo. Routing
Select Add a Geo. Router
Add a name for the router and select Create
In the Inbound numbers for the geographic router, select Add a number
Choose a local or toll-free number
Tip
You can assign a name to the number as well
Review the cost and select Add number
Configure GEO Routing
After enabling Geo Routing, configure the routing rules.
To configure GEO Routing rules:
Navigate to Dialpad Admin Settings > Geo. Routing and choose the desired routing
In the Routing Rules & Fallback section, select Add a new rule
In the Routing Rules panel, add the following information:
Enter the area and/or country codes
Select the Contact Center you'd like these callers to route to
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:
Navigate to Dialpad Admin Settings > Geo. Routing
Select the desired routing and select Routing Rules and Fallback
From the Fallback drop-down menu, select the desired Contact Center
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