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Connect Dialpad fallback routing

Route Dialpad Contact Center queue timeouts, closed-hours calls or an IVR option to a PrimaReply external number.

About 7 minutes Updated 2 Oct 2026
Your existing phone system stays in front

PrimaReply becomes the final destination only for the calls you choose.

Customer calls

Your existing business number

Your current setup

Greeting, menu and reception stay in place

Nobody answers

The queue reaches its timeout or closes

PrimaReply follows up

The caller can explain what they need by text

Important: the forwarded call must preserve the customer’s original caller number so PrimaReply knows whom to text.

Before you begin

External-number routing may need to be enabled by Dialpad Support. Copy your PrimaReply number and confirm that you can administer the relevant Contact Center, Department or Mainline.

Configure queue fallback

  1. Open Dialpad Admin Settings.
  2. Select the Contact Center or Department that receives customer calls.
  3. Open Business hours and call routing.
  4. Select Edit call routing.
  5. Open Fallback options.
  6. Configure the maximum-queue-wait or closed-hours fallback to an external number.
  7. Enter the PrimaReply number and press Enter where required.
  8. Save the routing changes.

Optional IVR route

A business may offer an explicit menu choice such as “Press 3 to continue by text.” In the automated response menu, configure the selected option to forward to the PrimaReply external number.

This option supplements reception; it does not automatically recover every abandoned queue call.

Verify safely

Select Dialpad in PrimaReply, start the forwarding test and call the queue from a separate mobile. Allow the maximum wait time to expire. Confirm that the test verifies the original caller number.

If external routing is unavailable

Contact Dialpad Support and ask for external-number fallback or IVR forwarding to be enabled. Confirm any outbound usage charges before activating it.

Official Dialpad instructions

Related guides

Ask your phone provider to connect PrimaReplySend a complete routing request when Telstra, Optus, an IT company or another provider manages your business phone system.Choose when PrimaReply respondsSet PrimaReply to always respond, follow a custom business schedule or pause missed-call SMS while preserving your saved configuration.Connect 3CX call queue overflowConfigure 3CX unanswered, out-of-office, break and holiday destinations to use PrimaReply where your deployment supports it.

See this workflow in PrimaReply

Learn how the product handles customer enquiries, or create a free workspace and test it with your own business details.

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