Admin access is needed to update Dialpad Mainline, Department, and Call Centers for routing and fallback choices. On the other hand, users' personal settings allow them to control their own call-routing preferences.
Fallback Option: Understanding Its Purpose and Applications
In Dialpad, a fallback option is what happens to a call when it's not answered by the intended recipient. It's a way to ensure that callers don't just get silenced or disconnected during a call, but are instead directed to a desired outcome.
Steps to Configure Call Routing:
- Log in to your Dialpad Admin Portal.
https://dialpad.com/settings - Click on Admin Settings.
- Under Office Settings, select Main Line, Department, and Call Centers.
- Navigate to Business Hours & Call Routing.
- Click Edit Call Routing on the right-hand side.
The Importance of Adding an External Number to Your Dialpad Fallback Settings:
Disaster Recovery (Open Hours): Routing calls to office work phones or personal mobiles during network or emergency outages.
After-Hours Support (Closed Hours): The option to forward calls to personal or work phones for 24/7 availability.
Specialized Routing (Departments/Call Centers): Route calls to specific teams, partner businesses, or sister companies for streamlined communication.
Overflow Management: Handle busy periods by routing calls to external services.
Personalised Routing: Customise personal or department Dialpad settings to forward calls to one or multiple external numbers when a specific prompt is selected.
Fallback Options Based on Call Routing Setup:
If your Routing Options are set under Operators, you will find the fallback feature, allowing you to choose where incoming callers are directed when operators are unavailable. If you're using an IVR or Automated Response Menu, you'll need to set the fallback options for each department within the IVR/ARM setup.
- Voicemail
- Play a message (without voicemail option)
- Redirect to another department, office, or contact center
- Forward to a team member, room phone, or an external number
The ability to upload external numbers in Dialpad depends on your account's features. If you don't see this option, please contact Support@untangled.com.au to request it.
Note: If your Dialpad call routing (IVR or ARM) directs calls to specific departments or call centers, you'll need to configure the routing for those departments as well. Do this by finding the department in your admin portal and updating its settings, similar to how you would configure your mainline routing. (This applies to both Departments & Call Centers)
This setup ensures efficient call handling and business continuity.