Set Call Routing Rules for Call Centers

 

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

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

If you've set specific (normal or split) business hours for a Call Center, you'll need to go through some of these steps twice for both open hours and closed hours.

Route Calls to Agents

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If you choose to send calls to Agents, you'll see these Agent routing types:

  • Longest idle: Agents are rung individually based on whomever has been idle the longest.
  • Fixed order (same fixed order): Agents are listed in the order they should be rung every single time. The priority never changes.
  • Round robin (rotating fixed order): Agents are listed in a prioritized order for which they should be rung. When a call comes in, the first agent that answers is moved to the end of that list. That way, the same agent isn’t always taking the calls.
  • Skills-based: Agents are rung individually from highest to lowest skill level rank.
  • Random: Agents are rung sequentially based on a list of all Agents that is randomized every time the list is completed.

By choosing to send calls to Agents, 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 Agents will get routed to your fallback option.

Callers first hear a ringing sound, and all following attempts to ring out to an available Agent plays 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 Agents, you'll see these general routing types:

  • Directly to voicemail: Agents receive notifications when voicemails are left
  • To a message (no voicemail): Default or custom message
  • To another Department or Call CenterChoose 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/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 it 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 Call Center phones and devices ring before Dialpad assumes an Agent is not available. Agents 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 Agents in the Call Center are busy on other calls. As any Agents become available, calls will route to them. You can determine the hold queue's size, wait time, greeting, and hold music.

Hold queues for Call Centers also allow delayed greetings and advanced settings including:

  • Allow callers to be placed in your hold queue when no Agents are available
  • Allow existing calls to stay in queue after Call Center has closed
  • Let callers know their place in the queue
  • Allow callers to exit the hold queue to voicemail by pressing [manual entry]
  • Allow callers to request a callback when the queue has [number] or more calls by pressing [manual entry]

Dialpad limits a Call Center's hold queue to 500 callers on the Pro plan and 1,000 callers on the Enterprise plan.

Fallback Options

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Set fallback options that determine what happens to calls when no Agents are available or on duty during business hours. 

  • Directly to voicemail: Agents 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; as before, this will require contacting our support team to enable it first) to send calls to
  • To an automated response menu: Options include dial by name directory, dial by extension directory, forward to a Department, forward to a person or number, leave a voicemail, recorded message, and disabled

Please note that you'll only see fallback options if you selected 'Route Calls to Agents' as 'Other Routing Options' does not display it.

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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