Geographic Routing

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 times and ensures callers reach the appropriate Contact Center on their first attempt, minimizing unnecessary transfers. 

Create geographic routing

To set up geographic (GEO) routing:

1. Navigate to Dialpad Admin Settings > Geo. Routing

2. Select Add a Geo. Router

3. Add a name for the router and select Create

4. In the Inbound numbers for the geographic router, select Add a number

5. Choose a local or toll-free number

   Tip

   You can assign a name to the number as well

6. Review the cost and select Add number

Configure GEO Routing

After enabling Geo Routing, configure the routing rules.

To configure GEO Routing rules:

1. Navigate to Dialpad Admin Settings > Geo. Routing and choose the desired routing

2. In the Routing Rules & Fallback section, select Add a new rule

3. In the Routing Rules panel, add the following information:

   1. Enter the area and/or country codes

   2. Select the Contact Center you'd like these callers to route to

4. Select Save Changes

   Note

   To edit or delete an existing routing rule, select Options beside the routing rule and choose Edit or Delete

Set GEO Routing Fallback rule

Create a fallback rule to direct callers to an alternate Contact Center if their number doesn't match any existing rules.

To create a GEO routing fallback rule:

1. Navigate to Dialpad Admin Settings > Geo. Routing

2. Select the desired routing and select Routing Rules and Fallback

3. From the Fallback drop-down menu, select the desired Contact Center