Overview
Main line, departments, and Ai contact centers set call-handling rules and determine call routing. Incoming calls first reach the main line, then route to Ai contact centers or departments per routing rules. Use this guide to optimize your routing and streamline call management.
Who uses this feature
Administrators and office employees
Applies to all business types
Feature configuration
To get started with Phones Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.
Things to know
You must have at least one number assigned to the Main Line to receive calls through DialPad.
Although the main line is the default for where numbers go when the account is first created and is the starting point for most of the calls, it has significant limitations. We recommend adding your advertised numbers under the main line and routing calls from there to specific call centers or departments.
Contact center agents have more privileges, flexibility, and control over the callers' experience for both inbound and outbound calls.
The maximum number of seats for departments is 25, while for contact centers it's 500.
Key characteristics
Main line
The main line usually has all the advertised numbers assigned.
There are no analytics aside from basic call numbers.
Both standard and advanced seat agents can be assigned to the main line.
Departments
A simple hold queue with customizable music is available for departments.
Department users have the option to enable or disable recordings.
Department agents have access to basic analytics such as the Call History tab, Call Transcripts, and Call Journeys.
Simultaneous ringing is a routing option for department agents.
Both standard and advanced seat agents can be assigned to departments.
Ai Contact Centers
There are Advanced Hold Queue options, including automating callbacks and queue prioritization for contact centers.
Contact center agents have full control over call recordings and greetings.
Contact centers have more advanced analytics such as Agent Status, Wait Times, and a Live Dashboard.
Skill-based and Random ringing are routing options for contact center agents.
Call center agents can have options for call wrap-up time.
Users can get alerts for call queue, agent status, and more.
Real-Time Assist cards are available to provide information, and suggestions or ensure agents stay on-brand.
Administrators have greater control over agents' status and live call monitoring or listening in.
Only advanced seat agents can be assigned to contact centers.
Detailed comparison of Ai Contact Centers and Departments
Feature | Departments | Ai Contact Centers |
|---|---|---|
Automated Response Menu |
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Fax Number |
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Custom Hold Music |
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Automatic Call Recording |
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Call Monitoring (Listen in, Barge & Take over) |
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Live Call Transcripts (for supervisor) |
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Real-Time Dashboard |
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Alerts |
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Call Dispositions |
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Wrap-Up Time |
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Agent Screen Capture |
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Ai Call Summary |
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Real-Time Assist Cards |
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Live Call Sentiment |
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Call Routing Options
Departments
The Routing Options for the departments are:
Longest idle: Calls are routed to the agent who has been idle for the longest amount of time.
Fixed order: Calls are routed to agents in the same fixed order.
Round robin: Agents are arranged in a specific order for receiving calls. When a call comes in, the agent who responds first is placed at the end of the list.
Note: If an agent misses a call because they are on another call, the system moves them to the bottom of the list on purpose to keep the order intact.
Simultaneous: The system rings all agents simultaneously.
Note: The routing options for the main line are the same as in departments.
Ai Contact Centers
The Routing Options for the contact centers are:
Longest idle: Calls are routed to the agent who has been idle for the longest amount of time.
Fixed order: Calls are routed to agents in the same fixed order.
Round robin: Agents are arranged in a specific order for receiving calls. When a call comes in, the agent who responds first is placed at the end of the list.
Note: If an agent misses a call because they are on another call, the system moves them to the bottom of the list on purpose to keep the order intact.
Skills-based: Calls are routed to the agents individually from highest to lowest skill level rank.
Random: Calls are routed randomly to agents.
