Offline routing scenarios

Offline routing defines what happens when an agent marks themselves offline. Calls redirect to other agents, queues, or external numbers, so none goes unanswered.

Access offline routing settings

  1. Go to App Launcher → WorkDial Setup → Phone Tab → Settings.
  2. Locate the Offline Routing Number field.

Set a forwarding number

  • Enter the phone number where calls should be redirected when the agent is offline.
  • The number must be valid in Twilio and entered in E.164 format (for example, +15551234567).

Assign offline routing by user or queue

  • User Level: calls are forwarded when an individual agent is offline.
  • Queue Level: calls route to backup agents in the same queue when no one is available.

Test offline routing

  1. Log in as an agent and switch to Offline in the WorkDial Smart Panel.
  2. Place a test call and verify it is redirected as configured.

Best practices

  • Use queue-level offline routing for broader coverage.
  • Only assign personal numbers to critical staff who must be reachable at all times.
  • Monitor offline call logs in Salesforce to ensure no calls are lost.

Troubleshooting

  • Forwarding not working: check the number is valid in Twilio and supports voice.
  • Calls dropped instead of routed: confirm offline routing is configured at the number or queue level.
  • Agent still receiving calls offline: ensure their status is correctly set in the Smart Panel.