Geographic Routing allows you to automatically route inbound calls to different contact centers based on the area or country code of the caller. This reduces hold time and ensures callers are sent to the right contact center the first time, avoiding unnecessary transfers.
Let's dive into the details of geographic routing.
Enable Geographic Routing
First things first, your Company or Office Admin must enable Geographic (GEO) routing for the contact center.
- Head to your Admin Settings from Dialpad.com
- Select Geo. Routing
- Select Create Geographic Router
- Name the router
- Select Add a number
- Choose a local or toll free number
- Name the number (optional)
- Review the cost
- Select Add number
Configure GEO Routing
Once Geo Routing has been enabled by your team, its time to configure the routing rules.
To configure GEO Routing:
- Head to your Admin Settings from Dialpad.com
- Select Geo. Routing
- Select the desired routing
- Select Add new rule
- Enter the area and/or country codes
- Select the Contact Center you'd like these callers to route to
- Select Save Changes
- To edit or delete an existing routing rule, select Options beside the routing rule and choose Edit or Delete
Set GEO Routing Fallback Rule
Set a fallback rule so that callers are directed to an alternate Contact Center if the incoming phone number doesn’t match one of the rules.
To set your GEO routing fallback rule:
- Head to your Admin Settings from Dialpad.com
- Select Geo. Routing
- Select the desired routing
- Select to Routing Rules and Fallback
- Select the Fallback dropdown menu
- Select the desired Contact Center