Call Routing

Priority Routing

Forward calls to available destinations to guarantee an even workload and not a single missed call

What is priority routing?

What is priority routing?

Inbound calls can be handled by several destinations, i.e., several agents may be ready to answer the phone. Call routing allows for setting up special rules and restrictions on receiving calls. For instance, if the first agent is busy, the second one picks up the phone. Another condition may be the limit on the number of calls that each agent can handle or restrictions on the allocated budget for the call minutes. Therefore, the system uses schedules and restrictions as an algorithm to direct inbound calls to available agents.

How does priority routing work?

Follow these simple steps to set up a round-robin call forwarding scheme

Standard Routing
Purchase or port several phone numbers and assign them to your campaign. Select the Standard routing option in the settings. It indicates the calls will be distributed among your destinations in equal proportion and in strict order.
Priority and Weight Rule
Specify which of the destinations will receive more inbound calls by setting a higher Priority parameter. The Weight shows which of the destinations with the same Priority parameter receives more calls.

Why is priority routing important for business?

Improved customer experience
Priority routing ensures each call is directed to an available destination. As a result, callers do not get frustrated with long on-hold pauses. Quick phone service, in combination with agents’ competence, boosts customer satisfaction significantly.
Convenient working hours
Agents receiving calls in call centers can foresee the workload they will have. It leads to reduced stress levels and higher motivation among the staff. Motivated agents are likely to handle inbound calls and guide leads to conversions via phone interactions.
Increased conversion
Clients receiving excellent assistance on the phone are motivated to order a product or service. A relevant workload among the agents handling the calls results in higher staff motivation. Those two elements will eventually cause conversion rates to rise.

Functionality tailored to your industry

Call Centers
Increase conversions with excellent customer service. Do not miss a single lead, ensure data security, and customize the workload.
Integrate our software seamlessly into your corporate marketing system. Adjust swiftly with no losses.
Get more leads and spend less on ads. Use Dialics for better results. Collaborate with buyers and vendors and extend the community.


Here are some responses to commonly asked questions about priority routing in the Dialics system. Not sure yet? Kindly contact us

Does my business need call routing?
How can call routing help call centers?
How many types of call routing does Dialics offer?
How do I benefit from call routing?

More Features

Concurrency Caps
Set the required number of inbound calls for your campaigns depending on how many of them you can handle in an hour, day, or month.
Read more
IVR Menu
Allow your callers to make a choice and be immediately routed to the required department. Automate part of the calls with the IVR menu.
Read more
Priority Routing
Direct calls to the most experienced agents or to those available at the moment.
Read more

Get started with Dialics Priority Routing to improve customer experience

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