Call routing UI Hero

Call routing

Get lots of inbound calls? Need a phone system with call routing? Dialpad's unified communications platform has you covered. Best of all—you can try it for free! Signup takes just a few minutes and you'll get a virtual phone number for your business too.

What is call routing?

Call routing is a call management feature that automatically places inbound phone calls in a queue. It then distributes them to departments or agents based on set criteria according to your contact centre's capacity.

Typically found as a contact centre software feature, call routing systems help businesses to organise staff and resources much more effectively. It’s also great for customer experience, as calls are answered quickly by the most appropriately skilled customer support agent for the job.

Manage your call routing effectively with Dialpad

With Dialpad, you get a best-in-class communications platform packed full of advanced telephony features that drive business success.

We’re not just talking about routing a phone call. There’s also call tracking, unlimited calling and video meetings, and AI-powered call and voicemail transcriptions to name just a few.

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Easy setup

Get set up in minutes with no specialist technical support required. Get freephone numbers, port numbers or make changes to your call route options—all through your online Dialpad dashboard in just a few clicks.

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Call routing how you need it

With Dialpad, you can route incoming calls to agents based on skill level, in a fixed order or to the agents who've been idle the longest. Or maybe you want to allocate calls to a certain team or route to voicemail—the choice is yours. You can even choose call duration before defaulting to the hold queue.

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Custom greetings

Dialpad lets you record a custom greeting to let callers know how they can route themselves to the right department—delivering a professional first point of contact. Mix it up and upload custom voicemail greetings for seasonal information or weekends—all from your online dashboard.

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Fallback options

Set unanswered calls to route to your fallback option—whether that’s directly to voicemail, to another department or team member, or to a self-serve automated response menu. You can even route unanswered calls to leaving an SMS message!

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Call routing rules by department

Choose different call routing rules according to your business’s departments. Once you’ve set your business hours for each department, you can customise the rules depending on each department’s setup. For instance, basic renewal queries might warrant direct routing, but more complex customer service issues probably need skill-based routing.

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Built-in analytics

Use Dialpad’s built-in analytics to understand how your contact centre is performing. Get meaningful insights on metrics like call duration, average speed to answer, call volume patterns, missed customer calls and more. You can even track the most frequently used IVR (Interactive Voice Response) options for constant service improvements.

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Multilingual greetings

For your international customers, Dialpad offers a range of IVR options to suit your callers’ language preferences—spanning English, Spanish, French, Chinese, Japanese, Italian, Portuguese, German and more!

Want to try a call routing system?

Sign up for a free 14-day trial to get set up with a virtual business phone number and try Dialpad's call routing for yourself. Or, take a self-guided interactive tour of the app!

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Integrations with your favourite tools

Dialpad integrates with smart productivity tools like Google Workspace and Microsoft 365—plus CRMs like HubSpot, Zoho and Salesforce to automatically log calls and activities. No more app switching—just streamlined workflows for all your teams.

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In-queue callback

In-queue callbacks are crucial for delivering optimum customer satisfaction. Call-heavy industries need robust features like call park to handle busy incoming phone lines. With Dialpad, your callers also have the option of hanging up and getting a call back later. Give your customers the valuable gift of time.

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Day-and-night coverage

You’re in complete control of your business’s phone routing process. Dialpad consistently adheres to your route call pattern in real time (which is great news if you’re running a global organisation spanning customers and callers across different time zones).

How do I set up call routing on a business phone system?

With Dialpad, you can get started with call routing in no time at all.

1. After logging into your account or navigating to in your web browser, head to Admin Settings.

2. Then it’s Departments > Business Hours & Call Handling > Call Routing.

3. Select Edit Call Routing. (This is where you can enter your business hours and choose one set of call routing options for your open hours and an alternate set for your closed hours.)

4. Then, simply choose to route phone calls either to your "Operators" (aka the team member in charge of taking calls) or to other options like another department, voicemail or an automated voice response. You’re done!

Route calls more effectively in no time

When you implement call routing, you’re freeing up your agents to focus on high-value tasks and conversations by eliminating the burden of transferring calls manually.

It’s a win-win for you and your customers, as you can cut your callers’ wait time and route them straight to the right person.

Whether you run a large contact centre or an inbound sales team in a small business, an easily customisable call routing feature can help. You can prevent your sales teams and agents getting overwhelmed and ensure your callers get quality assistance quickly, which in turn increases your first call resolution rate.

With Dialpad, it’s a breeze to bring intelligent call routing to your business or contact centre, along with a lot more besides. From intuitive features like video conferencing, messaging and caller ID (plus HD-quality VoIP calls), you’ve got everything your business needs to enhance your call centre operations.

Need better routing for your contact centre or call centre?

Get flexible routing options, real-time call analytics, WEM features, and more with Dialpad Ai Contact Centre. Book a product tour to see how it can work for you!