Time-based routing
Send calls to different places at different times, where supported.
Products
Call Routing & Management Software for Contact Centres
Direct calls through defined routes and operational rules while giving teams better control over assignment, transfers and call outcomes.
- Unlimited users
- Open API & integrations
- Browser-based, nothing to install
The route
How call routing works
Every call follows a route from where it starts to where it lands. Making that route explicit is what lets teams control it.
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1
A call starts
It begins from a number or a campaign.
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2
Rules are evaluated
Your routing rules decide what should happen next.
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3
A destination is chosen
An agent, a queue or a voice route is selected.
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4
The call connects
The conversation starts, or the fallback applies.
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5
The outcome is recorded
Results flow into reporting and call records.
Rules
Define call handling rules
Routing rules are configured in the dashboard with granular permissions, so you decide who can change what. Rules can follow each campaign. Availability of each rule type depends on your configuration.
Availability
Prefer agents who are free and ready.
Skills
Match calls to people with the right skills, where supported.
Overflow
Define what happens when a team is busy.
Manage inbound and outbound call flows
Dialog is positioned for outbound teams. This comparison shows what to check for each direction, and the flows available to your account are confirmed in a demo.
| Question | Outbound | Inbound |
|---|---|---|
| Where the call starts | From a campaign or a dialled list. | From a number that people dial. |
| What decides the destination | Campaign rules and agent availability. | Number, time and routing rules. |
| What to confirm | Pacing, caller ID and voice route. | Supported scenarios for your account. |
Confirm the exact inbound and outbound workflows you need in a demo.
Carriers
Carrier and number considerations
Routing and numbers work together. Calls run over Dialog voice routes, and the numbers (DIDs) you present are managed per campaign. Number rules stay with your organisation and the applicable regulations.
- DIDs and the numbers you present
- Route testing before production traffic
- Destination rules per route
- Carrier responsibilities set out clearly
Continuity
Transfers, exceptions and continuity
Plan for the calls that do not go to plan. Supported options are confirmed in a demo.
Transfers
Move a call to another agent or team.
Failed routes
Decide what happens when a route does not connect.
Fallback plans
Keep calls moving when a team or route is unavailable.
Business hours
Handle calls outside working hours deliberately.
Monitoring
Monitor route quality and outcomes
Managers can watch active calls and outcomes in the dashboard and use call detail records, including SIP codes, MOS scores and carrier costs, to investigate problems. See reporting and analytics.
- Route success and call outcomes
- Answer rates by campaign or route
- Investigation with call detail records
- Live view of active calls and agents
Routing QA checklist
Set up and test your routing strategy
Test routes before they carry real traffic. Pair routing with API and webhook events if other systems need to react.
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1
Map the routes
Write down where each kind of call should go.
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2
Configure the rules
Set rules and permissions in the dashboard.
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3
Test edge cases
Try busy teams, closed hours and failed routes.
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4
Plan escalation
Agree who acts when a route fails.
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5
Roll out in stages
Move traffic across gradually and review results.
Product demonstration
See call routing in a product demonstration
A demonstration shows how routes, rules and monitoring work for your campaigns, and how routing connects with omnichannel workflows and compliance controls. The wider flow is explained in how it works.
- Routing rules and permissions
- Voice routes and numbers managed in one place
- Live call monitoring
- Call detail records for investigation
Call Routing & Management: frequently asked questions
What is call routing software?
Call routing software decides where each call goes, based on rules such as the campaign, the time of day, agent availability or skills. It replaces manual assignment with a defined route, so calls reach the right person or carrier path. Management features let supervisors see and adjust that behaviour as conditions change.
What is intelligent call routing?
Intelligent call routing uses rules and data, such as availability, skills or call history, to choose a suitable destination rather than the next free line. What counts as intelligent varies between products. The rule types available to your account, and any automated assistance, are confirmed in a demo rather than assumed from the name.
Can calls be routed to different teams?
Yes. Routing rules can send calls to different agents, queues or destinations, and rules can differ by campaign. Rules are configured in the dashboard with granular permissions, so you control who can change them. The exact options, such as time-based or skills-based rules, depend on your configuration, so confirm the ones you need in a demonstration.
Can routing rules change by campaign?
Yes. Rules sit alongside campaign settings, so different campaigns can send calls to different teams or routes. Permissions control who can change each rule. When priorities shift, supervisors can adjust rules from the dashboard without waiting for a release. Learn more about campaign management and test changes on a small scale first.
How can managers identify routing problems?
Managers can watch active calls and outcomes in the dashboard, then investigate with call detail records, which include details such as SIP codes, MOS scores and carrier costs. Patterns by route or campaign help show whether a problem sits with a carrier, a rule or the list. Reports are covered under reporting and analytics.
See how Call Routing & Management would fit your operation
Discuss your use case, existing systems, calling volumes and integration requirements with the Dialog team.
Tailored demo · Unlimited users