Set Call Handling & IVR Rules

System Greeting, Live Operators, or an Automated Response Menu: just a few examples of the way incoming calls can be handled on your shared lines. 

Let’s take a closer look at the steps needed to set call handling rules and how they can help filter incoming calls.

Open vs Closed Hours

Before we dive into how calls are handled, it’s important to note that you’ll have the option to set rules for when your Deptartment or Main Line is open vs closed.

If you’ve selected specific hours under Business Hours, then you’ll need to select call handling rules for both Open Hours Routing and Closed Hours Routing.

Dept_-_Open_and_Closed_Hours_Routing.png

If you’ve selected 24/7, then you don’t have to click on Closed Hours Routing and can just focus on the options for Open Hours Routing. 

Operators or System Greeting

These options are available for both Open and Closed Hours Routing.

Here’s the first call handling option you’ll choose: do you want callers to reach an Operator when they first contact your line or a System Greeting?

If you select Operators:

  • All Operators will be rung simultaneously
  • If no Operator answers, callers will be routed to your secondary call handling option

Keep in mind that selecting Operators gives you the ability to change how long calls ring out to Operators before turning to your secondary call handling option.

If you select System Greeting:

  • No Operators are rung initially
  • Callers are routed to your secondary call handling option

Screen_Shot_2017-06-27_at_8.11.47_PM.png

Your secondary call handling options include:

  • Directly to voicemail
  • To a message (no voicemail)
  • To another Department
  • To a team member / room phone / number
  • To an automated response menu

Let’s take a closer look at each of these options, starting with directly to voicemail.

Directly to Voicemail

Available for both Open and Closed Hours Routing.

Select this option to route callers straight to your Main Line or Department voicemail. Operators will receive a notification when a voicemail is received.

If you choose this option, make sure you’ve set an Open Hours and/or Closed Hours Voicemail Greeting.

Screen_Shot_2017-02-08_at_11.58.14_AM.png

Just like your personal voicemail greeting, you’ll have the option to:

  • Use a default greeting
  • Record a custom greeting
  • Upload a pre-recorded greeting

To a Message

Available for both Open & Closed Hours Routing.

If you'd rather direct callers to a message without the option to leave a voicemail, select To a Message to play an automated response. 

Screen_Shot_2017-07-03_at_3.47.36_PM.png

Just like with your voicemail or system greeting, you'll be able to either use our default message, record your own, or upload a pre-recorded one. 

To Another Department

Available for both Open and Closed Hours Routing.

Select this option to route callers to another Department or your Main Line. You’ll just need to select the available Department or Main Line from the drop-down menu.

Screen_Shot_2017-07-03_at_3.55.08_PM.png

You'll even have the option to create a brand new Department, too. 

Another Team, Phone, or Number

Available for both Open and Closed Hours Routing.

Select this option to route callers to a specific team member/room phone/phone number.

Either type in the team member or room phone’s name to pull it up via search. If entering a phone number outside of Dialpad, hit Enter after you’ve added the number to save.

Screen_Shot_2017-07-03_at_3.56.08_PM.png

Automated Response Menu

Available for both Open and Closed Hours Routing.

Select this option to route callers through a numbered menu with different forwarding options. These options vary slightly depending on whether you’ve selected Operators or System Greeting as your first call handling action.

If you select Operators as your first action, your menu options include: 

  • Dial by name directory
  • Dial by extension directory
  • Forward to a Department
  • Forward to a person/#
  • Leave a voicemail 

If you select System Greeting as your first action, your menu options include:

  • Dial by name directory
  • Dial by extension directory
  • Forward to a Department
  • Forward to a person/#
  • Leave a voicemail
  • Operator 

Screen_Shot_2017-08-04_at_2.07.15_PM.png

To forward to a # outside of Dialpad:

  • Enter the #
  • Press Enter
  • Add a name to the #  

If you select to route callers back to Operators:

  • All Operators are rung simultaneously
  • If no Operators answer, the caller will be routed back to your automated response menu

Dialpad Tip: Want callers to be routed to a voicemail if Operators are busy? In your menu, select Operators as your 1st option, then voicemail as your second.

Don’t forget to set a greeting for your automated response menu. You’ll have the option to either:

  • Use the default greeting
  • Record a custom greeting
  • Upload a pre-recorded greeting

Screen_Shot_2017-02-08_at_12.01.24_PM.png