Incoming Call Settings
Overview
Incoming Call Settings – Business Overview
Incoming Call Settings is a business control document used to define how incoming phone calls are handled inside Dafater. It ensures that customer calls are routed, recorded, and managed in a consistent and professional way, supporting sales, customer service, and relationship management teams.
What Incoming Call Settings Is Used For
Incoming Call Settings allows a business to decide what should happen when a customer calls in. It acts as the central rulebook for incoming calls, helping the organization:
- Identify callers automatically
- Connect calls to the right team or responsible person
- Capture call activity for follow-ups and reporting
- Ensure no customer inquiry is missed
This document helps transform phone calls into structured business interactions rather than unmanaged conversations.
Prerequisites and Setup Requirements
Before using Incoming Call Settings, the business should ensure:
- Call handling responsibilities are clearly defined (sales, support, accounts, etc.)
- Customer and lead records already exist or are planned to be created
- Internal teams understand how incoming calls should be prioritized
- Ownership rules are decided (who receives or follows up on calls)
Once these basics are clear, Incoming Call Settings can be configured to match the company’s calling strategy.
Typical Workflow and Business Fit
- Customer calls the business
- Dafater refers to Incoming Call Settings to decide:
- Whether the caller is recognized
- Which team or user should handle the call
- The call is linked to the correct customer, lead, or case
- The assigned user takes action during or after the call
- Follow-ups, notes, or next steps are managed seamlessly
This workflow ensures incoming calls are not isolated events but part of an ongoing customer journey.
Key Business Scenarios Where Incoming Call Settings Is Essential
- Sales teams receiving inquiries from new or returning customers
- Customer support desks managing high call volumes efficiently
- Relationship-driven businesses that rely on timely call follow-ups
- Growing organizations needing structured call ownership
- Management teams wanting visibility into call-based interactions
In all these cases, Incoming Call Settings helps maintain service quality and accountability.
Important Considerations for Users
- Ensure call ownership rules match real business responsibilities
- Review settings regularly as teams or processes change
- Use consistent rules to avoid confusion or missed calls
- Align Incoming Call Settings with customer service standards
- Keep the focus on customer experience, not just call handling
Business Value Summary
Incoming Call Settings plays a vital role in turning incoming phone calls into organized, trackable, and actionable business interactions. It supports better customer experiences, clearer team responsibilities, and stronger follow-up discipline within Dafater.
Basic Information
- Module: Telephony
- Document Type: Other
Fields
| Field Name | Label | Type | Required | Options | Description |
|---|---|---|---|---|---|
| call_routing | Call Routing | Select | Sequential, Simultaneous | Defines how incoming calls are distributed to agents | |
| greeting_message | Greeting Message | Data | - | Message played to callers when call connects | |
| agentbusymessage | Agent Busy Message | Data | - | Message played when all agents are currently busy | |
| agentunavailablemessage | Agent Unavailable Message | Data | - | Message played when no agents are available | |
| callhandlingschedule | Call Handling Schedule | Table | ✓ | Incoming Call Handling Schedule | Schedules defining call handling rules by time |
Child Tables
Call Handling Schedule (Incoming Call Handling Schedule)
| Field Name | Label | Type | Required | Options | Description |
|---|---|---|---|---|---|
| dayofweek | Day Of Week | Select | ✓ | Monday, Tuesday, Wednesday, Thursday, Friday, S... | Weekday when Dafater routes incoming calls to this schedule |
| from_time | From Time | Time | ✓ | - | Start time Dafater begins routing calls to assigned agent group |
| to_time | To Time | Time | ✓ | - | End time Dafater stops routing calls for this schedule |
| agent_group | Agent Group | Link | ✓ | Employee Group | Employee group in Dafater assigned to handle incoming calls |
Permissions
| Role | Read | Write | Create | Delete | Submit | Cancel |
|---|---|---|---|---|---|---|
| System Manager | ✓ | ✓ | ✓ | ✓ |