Set Call Routing Rules for Contact Centers

Optimize your Contact Center with custom call routing rules. Manage time zones, priorities, and volume to connect every caller to the right agent.

Set Contact Center call routing

Once you've set your business hours for a Contact Center, it's time to configure the call routing rules for when your Contact Center is open and closed.

To set your Contact Center call routing, navigate to Dialpad Admin Settings.

1. Navigate to Contact Centers

2. Select the desired Contact Center

3. Go to Business Hours & Call Handling

4. Select Call Routing

5. Select Edit Call Routing
   

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

Tip

Select the Prioritize call routing to the last agent who handled that contact checkbox to route inbound and outbound call back to the last agent who assisted the caller.

If that agent is unavailable, the call will follow your business and holiday hours routing rules.

Open or closed hours

Choose different routing options based on your hours of operation.

• Open Hours Routing determines call routing options for the hours that your Contact Center is open.

• Closed Hours Routing determines call routing options for the hours when your Contact Center is closed.

Unless your Contact Center is set as open 24/7, you will need to configure both open and closed hours routing.

Route calls to agents

There are five different ways to route calls to agents:

Note

Simultaneous routing is not available for Contact Centers. This is intentional, as agents go off-duty when a routed call is not answered.

By sending calls to agents, you can also set how long calls ring out before defaulting to your second option, such as a hold queue.

Unanswered calls are routed to your fallback option. While Dialpad determines the next available agent, the call is sent back to the queue so that your callers are not stuck listening to endless ringing. While they wait, the caller will hear hold music and DTMF menu options that allow them to request a callback or leave a voicemail (if enabled) before being routed to the next available agent.

To change this, please reach out to our Customer Care Team.

Note

If you choose Round Robin, the routing resets any time the agents are re-ordered or an agent is added or removed. This means the next incoming call will go to the agent with rank 1.

Other routing options

Select Other Routing Options if you prefer to route calls to a voicemail, a message, an IVR menu, or another team member or shared line.

Other routing options offers the following choices:

Note

Each Contact Center can have only one routing type.

Dial-By directories

Use Dial By directories to let users use the keypad to enter a name or an extension of a user. Dial-by directories can be set up for a specific Office, or across the entire Company.

Welcome greeting

Set a welcome greeting for callers during open or closed hours.

Choose to record your own welcome greeting, or upload your existing audio file.

To hear the existing greeting, press the play icon.

To remove a greeting, select the red X.

Ring duration

Set how long a call will ring before Dialpad assumes an agent is unavailable.

Changes here will be reflected in your open and closed hours.

To set your ring duration, move the slider left or right.

Hold queue

Set a hold queue for when all Contact Center agents are busy on other calls. As agents become available, calls will route to them.

Adjust your Contact Center's hold queue by customizing key details such as queue size, hold music, and delayed greetings.

Hold queue size

Determine the maximum number of people that can be in the hold queue at the same time. Dialpad limits a Contact Center's hold queue to 500 callers on the Advanced plan and 1,000 callers on the Premium plan.

You can also set the maximum time people can wait in the hold queue (choose from 10 seconds, all the way up to 300 minutes).

Hold greeting

Select the greeting callers hear when placed on hold — this greeting plays once before the hold music begins.

Choose to record or upload your own custom greeting, or use Dialpad's default hold greeting.

Note

If you're using our default greeting, your Contact Center name will be read to the caller — if your Contact Center has an unusual name, such as 'Calm Down Angry Clients, ' we recommend recording or uploading a custom greeting so that the Contact Center name does not play.

Use a Delay greeting to keep callers active while they wait in the hold queue. Choose how frequently the delay greeting message plays by adjusting the interval, the minimum time option is 30 seconds.

Advanced hold queue settings

Use the advanced hold queue features to further enhance the caller experience by turning on (or off) these settings.

Hold music

Set hold music to entertain your callers while they wait to connect to an agent.

Upload your own custom hold music, or select one of Dialpad's queue songs.

Select the play icon to hear each song once you've selected it from the drop-down menu.

Voicemail greeting

Set a message (greeting) to play to your callers before they leave a voicemail. Choose to use Dialpad's default voicemail greeting, record your own greeting, or upload an mp3 file.

Voicemail greetings will only play during the hours that your Contact Center is open.

Fallback options

Any calls that go unanswered will be routed to your fallback option.

Note

You’ll only see fallback options if you select Route Calls to Agents (fallback options are not available if Other Routing Options are implemented).

If a call reached its maximum queue wait time during Contact Center open hours or if it’s still queued when the Contact Center closes, it will be sent to the appropriate fallback option.

Fallback options let you choose to send callers:

Transfer fallback options

If an agent misses or rejects a transferred call from an agent, it will be routed to your transfer fallback options

Transfer fallback options let you choose to send callers: