Set Call Routing Rules for Call Centers

Once you've set your business hours for Call Center, the next step is setting up your call routing rules for when your line is open vs when it's closed. 

To get started, navigate to Admin Settings > Call Centers and select your Call Center to access Business Hours & Call Handling.


Remember, if you've selected specific hours for your line, you'll need to go through these steps twice: once for open hours routing and once for closed. 

Route Calls to Agents 

If you select Agents you'll need to choose the Agent routing type: 

  • Fixed order
    • Agents are rung individually based on the same fixed order
    • Available on Call Center Standard, Pro, Enterprise 

  • Round robin:
    • Agents are rung individually based on a rotating fixed order
    • Available on Call Center Standard, Pro, Enterprise 

  • Longest Idle:
    • Agents are rung individually based on whoever has been idle the longest 
    • Available on Call Center Free, Standard, Pro, and Enterprise

Dialpad Tip: You'll be able to view and edit the order for both Fixed and Round Robin

Keep in mind that selecting Agents gives you the ability to change how long calls ring out to Agents before defaulting to your second option.

Hold Queue and Limits 

After selecting Agents, you'll need to set your Hold Queue rules as well as limits for max. callers and max. time on hold. 


You'll also see a Fallback Options menu. If your Hold Queue limit is reached and/or no Agents are on duty during business hours, your calls will route to whichever option you select from this menu. 


Lastly, make sure to set the voicemail greeting for your Call Center


Route to Other Options 

If you select Other Routing Options:

  • No Agents are rung
  • Callers are routed to one of the available options listed below 


Don't forget that you'll still need to set a voicemail greeting, regardless of whether you chose Agents or Other Routing Options. 

Directly to Voicemail

Select this option to route callers straight to your Call Center voicemail. Agents will receive a notification when a voicemail is received.

If you choose this option, make sure you’ve set open and/or closed hours voicemail greeting.


Just like your personal voicemail greeting, Admins have the option to:

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

To a Message

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. 


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

Select this option to route callers to another Call Center, Department, or your Main Line.


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

To Another Team Member, Phone, or Number

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.


Automated Response Menu

Select this option to route callers through an automated response menu where a system greeting will read off the preset menu options you choose.

If you prefer, you can record or upload your own greeting to play for your callers.


Selecting automated response menu will give you the following options to assign to each number:


Dialpad Tip: Operator will only be an option on your drop-down if you selected System Greeting as your first call routing option. 

To forward to a person/# outside of Dialpad you'll need to:

  • Enter the number 
  • Hit Enter on your keyboard
  • Add a name to the number when prompted 



What's Next?