---
title: "Set call routing rules for call centers"
slug: "set-call-routing-rules-for-call-centers"
updated: 2026-10-15T01:10:41Z
published: 2026-10-15T01:10:41Z
canonical: "help.servicetitan.com/set-call-routing-rules-for-call-centers"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Set call routing rules for call centers

## Overview

Set rules on how to route calls during and outside of business hours. For example, you can send calls to voicemail when your business is closed and route calls directly to agents when your business is open.

---

### 

#### Who uses this feature

- Administrators
- Applies to all business types

#### Feature configuration

- Account configuration is required. Please contact [Technical Support](https://go.servicetitan.com/#/ask) for details.

## Things to know

- Make sure to [set your call center business hours](/construction/docs/set-call-center-hours) so that incoming calls are correctly routed during and outside your business hours.
- When customers call during business hours, after a certain number of rings, the customer is placed on hold. To change this, please reach out to the ServiceTitan Support Team.

## Open call routing settings

1. Go to the navigation bar and click **Phones Pro** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-calls-inactive.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A53Z&se=2026-10-31T02%3A36%3A53Z&sr=c&sp=r&sig=Yui6qaS1tijtqzj9Zlekmqa%2FOYCpA1%2Bgmf7JFG4g7O0%3D) to open the embedded dialer.

> [!NOTE]
> **Note:** If you don't have the embedded dialer enabled, sign in to your [Dialpad](https://dialpad.com/) account and skip to step four.
2. In the Phones Pro embedded dialer, click the **Wrench** icon. *Phone Preferences* opens. ![User interface of Phones Pro showing call options and contact center status.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-call-routing-rules-for-call-centers-image-x0gsbymp.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A53Z&se=2026-10-31T02%3A36%3A53Z&sr=c&sp=r&sig=Yui6qaS1tijtqzj9Zlekmqa%2FOYCpA1%2Bgmf7JFG4g7O0%3D)
3. Click **View Dialpad Settings**. Your Dialpad profile opens in a new tab. ![Settings for enabling and auto-collapsing the embedded phone feature in Phones Pro.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-call-routing-rules-for-call-centers-image-zh1j6sre.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A53Z&se=2026-10-31T02%3A36%3A53Z&sr=c&sp=r&sig=Yui6qaS1tijtqzj9Zlekmqa%2FOYCpA1%2Bgmf7JFG4g7O0%3D)
4. In Dialpad, go to **Admin Settings > Ai Contact Center**. If you have multiple contact centers, click the contact center you want to set routing rules for. ![Menu displaying AI Contact Centers and a list of contacts for selection.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-call-routing-rules-for-call-centers-image-jpc6fi9p.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A53Z&se=2026-10-31T02%3A36%3A53Z&sr=c&sp=r&sig=Yui6qaS1tijtqzj9Zlekmqa%2FOYCpA1%2Bgmf7JFG4g7O0%3D)
5. Click **Business Hours & Call Routing**. The section expands.
6. In the *Call Routing* section, click **Edit Call Routing**. ![Settings for business hours and call routing options for a contact center.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-call-routing-rules-for-call-centers-image-t9oig620.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A53Z&se=2026-10-31T02%3A36%3A53Z&sr=c&sp=r&sig=Yui6qaS1tijtqzj9Zlekmqa%2FOYCpA1%2Bgmf7JFG4g7O0%3D)The *Call Routing* screen opens. ![Call routing options for open hours, highlighting agent selection and routing type.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-call-routing-rules-for-call-centers-image-efh1tlit.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A53Z&se=2026-10-31T02%3A36%3A53Z&sr=c&sp=r&sig=Yui6qaS1tijtqzj9Zlekmqa%2FOYCpA1%2Bgmf7JFG4g7O0%3D)

## Set options for routing calls to agents

If you route calls to agents during closed hours, set separate call routing options for that call center.

By choosing to send calls to agents, you also have the ability to change how long calls ring out to them before defaulting to your second option, such as a hold queue. Calls that go unanswered by any agents get routed to your fallback option. For more information, see [Set up hold queues for call centers](/construction/docs/set-up-hold-queues-for-call-centers).

Check out the video to learn more about the Ring Types in Dialpad.

[Phones Pro_ Ring Types Video](https://fast.wistia.net/embed/iframe/vlt1mkccnv?web_component=true&seo=true&videoFoam=false)

1. Depending on the routing rules you want to set, click the **Open Hours Routing** or **Closed Hours Routing** tab.
2. If it's not already selected, select **Agents**. ![Select agent routing type for call distribution, highlighting longest idle option.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-call-routing-rules-for-call-centers-image-9i6ap5bf.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A53Z&se=2026-10-31T02%3A36%3A53Z&sr=c&sp=r&sig=Yui6qaS1tijtqzj9Zlekmqa%2FOYCpA1%2Bgmf7JFG4g7O0%3D)
3. Select how you want calls to agents routed:
  1. **Longest idle:** Calls are routed to the agent who has been idle for the longest amount of time.
  2. **Fixed order:** Calls are routed to agents in the same fixed order. Click **View and edit order** to set the call order.
  3. **Round robin:** Calls are routed to agents individually based on a rotating fixed order. The system looks at all calendars and if there's something in that time slot it doesn't allow you to book.
  4. **Skills-based:** Calls are sent to the available agent with the highest skill rating. If the agents have the same skill rating, the calls are routed to the agent who has been idle for the longest amount of time. This way, you can create tiers of agents. For example, you can have your primary CSRs at 100, backup CSRs at 90, and managers at 10. Click **Rate your agents** to assign skill ratings.
  5. **Random:** Calls are routed randomly to agents.

## Set other routing options

If you select **Other routing options**, select from the following options:

- **Directly to voicemail:** Agents receive email notifications when voicemails are left.
- **To a message (no voicemail):** Callers receive a recorded message without the ability to leave voicemail. Select one of the message options:
  - Click the dropdown to select a prerecorded message. For more information, see [Select a system greeting](/construction/docs/set-call-routing-rules-for-call-centers#select-a-system-greeting).
  - Click **Record a greeting** to record a new message. For more information, see [Record a system greeting](/construction/docs/set-call-routing-rules-for-call-centers#record-a-system-greeting).
  - Click **Upload** to upload an MP3 file to use as a message. For more information, see [Upload a system greeting](/construction/docs/set-call-routing-rules-for-call-centers#upload-a-system-greeting).
- **To another department:** Click the dropdown to choose another department to route calls to.
- **To a team member / room phone / number:** Use the search field to find a team member, room, or phone number to route calls to.
- **To an automated response menu:** Select this option to route callers through an automated response menu where a system greeting reads off the preset menu options you choose. If you prefer, you can record or upload your own greeting to play for your callers.

![Options for routing calls to team members or departments in a call management system.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-call-routing-rules-for-call-centers-image-w1hydgyi.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A53Z&se=2026-10-31T02%3A36%3A53Z&sr=c&sp=r&sig=Yui6qaS1tijtqzj9Zlekmqa%2FOYCpA1%2Bgmf7JFG4g7O0%3D)![Options for call forwarding and voicemail settings in an automated response menu.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-call-routing-rules-for-call-centers-image-hfo29tw6.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A53Z&se=2026-10-31T02%3A36%3A53Z&sr=c&sp=r&sig=Yui6qaS1tijtqzj9Zlekmqa%2FOYCpA1%2Bgmf7JFG4g7O0%3D)

## Add a system greeting

You have three options to set a system greeting:

- Select an existing MP3 from the dropdown list
- Record a greeting from your computer
- Upload a greeting from your computer

## Select a system greeting

Select an existing MP3 from the dropdown menu.

![Dropdown menu showing options for setting a new greeting message.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-call-routing-rules-for-call-centers-image-wqfwdn8t.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A53Z&se=2026-10-31T02%3A36%3A53Z&sr=c&sp=r&sig=Yui6qaS1tijtqzj9Zlekmqa%2FOYCpA1%2Bgmf7JFG4g7O0%3D)

## Record a system greeting

1. Click **Record a greeting**. ![Interface for recording or uploading a new voicemail greeting in a messaging app.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-call-routing-rules-for-call-centers-image-xidaovsk.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A53Z&se=2026-10-31T02%3A36%3A53Z&sr=c&sp=r&sig=Yui6qaS1tijtqzj9Zlekmqa%2FOYCpA1%2Bgmf7JFG4g7O0%3D)
2. In the *Record Your Greeting* pop-up, enter a name of the greeting.
3. Click **Start recording** and record your greeting after hearing the tone. ![Voicemail greeting setup window with a record button and input field for name.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-call-routing-rules-for-call-centers-image-j6zs2veo.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A53Z&se=2026-10-31T02%3A36%3A53Z&sr=c&sp=r&sig=Yui6qaS1tijtqzj9Zlekmqa%2FOYCpA1%2Bgmf7JFG4g7O0%3D)
4. When you're done recording, click **Click to finish recording**.

The system saves the greeting and it appears in the list of greetings.

> [!TIP]
> **Tip:** After creating a new recording, you can click **Play** to play the recording, click **Edit** to edit the recording, or click **Delete** to delete the recording.

![Interface for creating a new voicemail greeting with recording options and actions.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-call-routing-rules-for-call-centers-image-fysk9abb.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A53Z&se=2026-10-31T02%3A36%3A53Z&sr=c&sp=r&sig=Yui6qaS1tijtqzj9Zlekmqa%2FOYCpA1%2Bgmf7JFG4g7O0%3D)

## Upload a system greeting

If you have a recorded MP3 greeting on your computer, you can upload it.

1. Click **Upload (.mp3)**.
2. Select an MP3 file from your computer to upload.

After the upload is complete, you can see it in the list of greetings.

![Interface for creating a new voicemail greeting with recording and upload options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-call-routing-rules-for-call-centers-image-murv1q1e.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A53Z&se=2026-10-31T02%3A36%3A53Z&sr=c&sp=r&sig=Yui6qaS1tijtqzj9Zlekmqa%2FOYCpA1%2Bgmf7JFG4g7O0%3D)

> [!NOTE]
> **Note:** We recommend recording a greeting on your computer because messages recorded in Dialpad cannot be moved or downloaded. It's preferable to record on your computer, convert it to an MP3 file, and then upload it to Dialpad.

## Want to learn more?

- See [Set call center hours](/construction/docs/set-call-center-hours)