Agentic release management lets admins gradually send a percentage of new inbound calls to one eligible AI Agent destination while keeping the existing call-routing configuration for all other calls.
This setting is configured separately for Open Hours and Closed Hours.
Who can use this
Company, Office, Contact Center, and Department admins who have permission to edit Call Routing for the selected line can configure Agentic release management when it is available for their company.
Before you begin
- Make sure you can edit Call Routing for the Contact Center or Department.
- Make sure you have an eligible AI voice destination that is configured and tested.
- Review your existing Call Routing configuration. Calls that are not selected for the AI voice destination continue through this route.
For more information, see Set Call Routing Rules for Contact Centers or Set Call Routing Rules for Departments.
How traffic allocation works
Traffic allocation is probabilistic for each eligible new inbound call. For example, a 10% allocation means that each call has a 10% chance of being sent to the selected AI voice destination and a 90% chance of following the existing route.
A percentage does not guarantee an exact number of calls. For example, a 10% setting does not guarantee that exactly one out of every ten calls will be routed to the AI voice destination, especially across a small number of calls.
For each call, Dialpad selects one route. Callers do not choose the route, and a call is not sent to both destinations.
You can manually increase or reduce the percentage from 0% through 100%. A 100% allocation sends all eligible new calls for that routing period to the selected destination when it is valid and available.
There is no automatic ramp, scheduled percentage change, or performance-based rollback.
Open Hours and Closed Hours settings
Open Hours and Closed Hours have separate settings for:
- Whether Agentic release management is enabled
- The selected AI voice destination
- Traffic allocation
Changing one routing period does not change the other. Holiday routing does not have a separate Agentic release management setting and continues to use its configured fallback behavior.
Configure Agentic release management
- Go to Admin Settings
- Open the Contact Center or Department you want to configure
- Open Call Routing and select Edit Call Routing
- Select Open Hours Routing or Closed Hours Routing
- Turn on Agentic release management
- Select one eligible AI Agent destination
- After you select a destination, adjust Traffic allocation to the percentage of new inbound calls you want to send to it
- Wait for the Changes saved! confirmation
Changes save automatically.
Repeat these steps for the other routing period if Open Hours and Closed Hours need different settings.
Pause and resume Agentic traffic
To temporarily stop sending new calls to the selected AI voice destination:
- Open the relevant Open Hours or Closed Hours routing period
- Turn off Agentic release management
- Wait for the Changes saved! confirmation
Turning off the toggle sends all new calls through the existing route while preserving the selected destination and traffic allocation. You can turn the toggle back on later to resume the rollout with those settings.
Setting Traffic allocation to 0% also sends all new calls through the existing route, but it is not the same as turning off the toggle. Committing 0% clears the selected destination. To resume, select a destination again and review the allocation.
What happens to calls during a change
Changes apply only to new inbound calls. Calls that are already in progress are not rerouted.
The existing route remains intact for calls that are not selected for the AI voice destination. This also applies when:
- Agentic release management is turned off
- Traffic allocation is 0%
- The selected destination is deleted
If the selected destination is deleted, new calls use the existing route instead of being dropped.
You can also use Agentic release management when the existing route includes another AI destination. Calls selected for the rollout use the selected destination; other calls continue through the existing route.
Limitations
- Each routing period supports one AI Agent destination at a time.
- You cannot distribute traffic across multiple AI Agent destinations in the same routing period.
- Traffic is not selected by geography, area code, caller history, or other conditional rules.
- The configured percentage is not an exact quota.
- This does not add a separate reporting dashboard for realized traffic percentages.
Frequently asked questions
Does Agentic release management replace my existing call route?
No. Your existing route remains in place and handles calls that are not selected for the AI Agent destination. It is also used when Agentic release management is turned off, or the selected destination is unavailable.
Is a 50% allocation guaranteed to route exactly half of my calls to the AI Agent destination?
No. The allocation is applied probabilistically to each eligible new call, so the actual percentage can differ from the configured percentage, especially across a small number of calls.
Can Open Hours and Closed Hours use different destinations?
Yes. Each routing period has its own enabled state, destination, and traffic allocation.
Can I select more than one destination?
No. Each routing period supports one AI Agent destination.
What is the safest way to pause the rollout?
Turn off Agentic release management. This routes all new calls through the existing route and preserves the selected destination and allocation for when you resume.
What happens if I set the allocation to 0%?
New calls use the existing route, but the selected destination is cleared. To resume, select a destination again and review the allocation.
What happens to calls already in progress when I change the setting?
They are not rerouted. The change applies only to new inbound calls.
Why can’t I see or change Agentic release management?
The setting is available only when the capability is available for your company, and you have permission to edit Call Routing for the selected line. If you cannot access it, contact your Dialpad administrator.