Set Call Routing Rules for Departments

Once you've set your business hours for a Department, set call routing rules for when your Department is open and closed.

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From Dialpad.com, navigate to Admin Settings DepartmentsBusiness Hours & Call Handling > Call Routing and select Edit Call Routing.

If you've set specific business hours for a Department, you'll need to go through some of these steps twice for both open hours and closed hours.

Route Calls to Operators

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If you choose to send calls to Operators, you'll see these Operator routing types:

  • Longest idle: Agents are rung individually based on whomever has been idle the longest
  • Fixed order: Agents are rung individually based on the same fixed order
  • Round robin: Agents are rung individually based on a rotating fixed order
  • Simultaneous: All Agents are rung at once

By choosing to send calls to Operators, you also have the ability to change how long calls ring out to them before defaulting to your second option such as a hold queue. Calls that go unanswered by any Operators will get routed to your fallback option.

Callers first hear a ringing sound, and all following attempts to ring out to an available Operator play hold music. To change this, please reach out to our Support Team.

Other Routing Options

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If you choose to send calls to other routing options rather than to Operators, you'll see these general routing types:

  • Directly to voicemail: Operators receive notifications when voicemails are left
  • To a message (no voicemail): Default or custom message
  • To another DepartmentChoose another Department to send calls to
  • To a team member / room phone / number: Choose another team member, room, phone, or number (including outside Dialpad; please contact our support team first to enable this) to send calls to
  • To an automated response menu: Options include dial by name directory (Office), dial by extension directory, dial by name directory (Company), forward to a Department/Call Center/Office, forward to a person or number, leave a voicemail, recorded message, Operator, and disabled
    • If you forward to another Department or Call Center using an automated response menu, you may choose one that is located in another Office within the entire Company 
    • Calls will end by default if the caller doesn't choose an option after the menu repeats twice, but you're able to set one of the options as the default instead; this also applies if you've set one of the options to ring Operators and the Operators do not answer

Only one general routing type per Call Center is allowed. To customize, set up an automated response menu to offer greater flexibility to customers.

'Dial By' Directory

Using an automated response menu with 'dial by' directories? Dial by name, whether for 'This Office' or 'Company-Wide,' and dial by extension directories will prompt callers to enter the appropriate name or extension.

If dialing by name, they'll use the keypad number corresponding to the intended recipient's first name. If dialing by extension, they'll use the keypad to enter the exact extension.

Welcome Greeting

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Set a welcome greeting for callers during open or closed hours. It defaults to no greeting, and upon activating you have the option to record or upload an audio file to use.

 

Ring Duration

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Set how long Department phones and devices ring before Dialpad assumes an Operator is not available. Operators can also set their ring duration to a length shorter than what's chosen here.

Hold Queue

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Set a hold queue for when all Operators in the Department are busy on other calls. As any Operators become available, calls will route to them. You can determine the hold queue's size, wait time, greeting, and hold music.

Fallback Options

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Set fallback options that determine what happens to calls when no Operators are available during business hours. 

  • Directly to voicemail: Operators receive notifications when voicemails are left
  • To a message (no voicemail): Default or custom message
  • To another DepartmentChoose another Department to send calls to
  • To a team member / room phone / number: Choose another team member, room, phone, or number (including outside Dialpad; contact our Support Team first) to send calls to
  • To an automated response menu: Options include dial by name directory (Office), dial by extension directory, dial by name directory (Company), forward to a Department, forward to a person or number, leave a voicemail, recorded message, Operator, and disabled
    • Calls will end by default if the caller doesn't choose an option after the menu repeats twice, but you're able to set one of the options as the default instead

Only one general routing type per Call Center is allowed. To customize, set up an automated response menu to offer greater flexibility to customers.

'Dial By' Directory

Using an automated response menu with 'dial by' directories? Dial by name, whether for 'This Office' or 'Company-Wide,' and dial by extension directories will prompt callers to enter the appropriate name or extension.

If dialing by name, they'll use the keypad number corresponding to the intended recipient's first name. If dialing by extension, they'll use the keypad to enter the exact extension.

Voicemail Greeting

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Set a voicemail greeting if your fallback option is 'directly to voicemail' or 'leave a voicemail' as in an automated response menu. You have the option to record or upload an audio file to use in addition to the default greeting.

What's Next?

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