Dialing Methods are routing rules that determine how an incoming call should “hunt” for an agent.  With queuing, additional Dialing Method options are available to manage calls.

Tip:  To help you understand the options, the first word (Ordered, Round Robin, Blast) relates to the method to route calls from one agent to the other while the second word (Sequential, Blast, Tiered) corresponds with how the Find Me/Follow Me list is used in hunting for the agent.

• Ordered Sequential
  • Calls are sent to agents based on the order they appear in the “active user” list*.
  • When an agent is dialed, each phone in their Find Me List rings in sequential order. When the last phone number is dialed, the next agent is dialed in the same manner.
  • USE CASE:  Your office has one expert with primary responsibility but there is roll-over support if the expert is not available.
• Ordered Blast
  • Calls are sent to agents based on the order they appear in the “active user” list*.
  • If the agent has a Find Me/Follow Me list, the call will blast each entry in the list (up to five entries). If the call is not answered, the next agent is dialed in the same manner.
  • USE CASE:  This option speeds up the time to answer, but gives the agent less time to answer the call.
• Ordered Tiered
  • Calls are sent to agents based on the order they appear in the “active user” list*.
  • If the agent has a Find Me/Follow Me list, the call will ring the first entry only. If all agents are dialed and no one answers, the call goes back to the first agent and rings the next phone number in their Find Me List and repeats for each agent until each Find Me List number is called.
  • USE CASE:  This option is useful when you want all agent desk phones to ring first, before trying their alternate phone numbers.
• Round Robin Sequential
  • Calls are distributed among agents. If agent A takes a call and hangs up, the next inbound call will be routed to agent B.
  • When an agent is dialed, each phone in their Find Me List rings in sequential order. When the last phone is dialed, the next agent is dialed in the same manner.
  • USE CASE:  A department with multiple agents (eg. a sales or service department).
• Round Robin Blast
  • Calls are distributed among agents. If agent A takes a call and hangs up, the next inbound call will be routed to agent B.
  • If the agent has a Find Me/Follow Me list, the call will blast each entry in the list (up to five entries at a time).  If the call is not answered, the next agent is dialed in the same manner.
  • USE CASE: This option speeds up the time to answer for each agent, but gives the agent less time to answer the call.
• Round Robin Tiered
  • Calls are distributed among agents. If agent A takes a call and hangs up, the next inbound call will be routed to agent B.
  • If the agent has a Find Me/Follow Me list, the call will ring the first entry only. If all agents are dialed and no one answers, the call goes back to the first agent and rings the next phone number in their Find Me List and repeats for each agent until each Find Me List number is called.
  • USE CASE: This option is useful when you want all agent desk phones to ring first, before trying their alternate phone numbers.
• Blast
  • Calls are “blasted” to up to five phones of available agents. If no available agents answer, the next five phones will be rung, and so on.
  • If the agents have a Find Me/Follow Me list, the call will blast the first entries only. If no agents answer, the system blasts the next phone numbers in their Find Me List and repeats for as many Find Me List entries that may be present.
  • Example: Agent 1 has 3 phones on his Find Me list and agents 2 through 5 have only the one hone. The first call will ring all five agents (only the 1st phone of agent 1), the second call would start Agent 1’s 2nd and 3rd phone and ring other available agents. 
  • USE CASE:   A small company who wants each call answered even if we “hunt” for you on a mobile or other alternative line. 

Confused by all of the options? The methods in bold above are what we recommend for an initial setup.

*Creating the order for “Ordered” distribution:  The department manager or account operator can set and reset the order in which department users should receive calls, through the “Edit Department” page. Click here for detailed instruction.