This article will provide you with the best practices for your office mainline. This is a guideline and may not reflect all situations. Please contact IT if you have questions.
dialpad.com > Admin Settings > Mainline > Business Hours & Call Routing > Edit Details
Business Hours & Call Routing
Always set to "Specific Hours"
Please adjust the hours as needed (holidays, CRAP days, etc)
All options below are under the "Edit Call Routing" button under Business Hours & Call Routing
Open Hours Routing
Always set to "Operators"
During the open hours you set above, the phone line should be ringing the Operators Simultaneously. With this set, all operators on the line will be notified when the number is called.
Open Hours Welcome Greeting
No Greeting
Rarely will an Open Hours Welcome Greetings be set.
What it does: Callers will hear the uploaded greeting before the phone line rings the office operators.
When to use: If you want the callers to hear important info before routing to the office operators. Example: Covid -19 updates.
Fallback Options
Always have the mainline greeting uploaded in this field.
What it does: This is the office greeting callers will hear if their call is not answered by an operator.
Voicemail Greeting
Default Greeting
After a caller listens to the Menu Prompt (Fallback Options) and selects "5 Leave a Voicemail" this is the message they will hear.
May create your own greeting if you prefer it over the default.
