Who works what, and what happens next.
DialSplice doesn't ring the phone; your telephony provider does. It decides which agent gets which work item, in what order, under which policy, and what the next step is when the call ends.
One queue, distributed on purpose.
Every lead, missed call, callback, and transfer becomes one canonical work item and lands in exactly one place.
Priority views over one queue
Power Hour, Callbacks, Inbound, Coverage, and Overnight are views over the same work items; nothing is duplicated between them.
Scope-aware assignment
Agents receive work only for the locations and roles they hold. An unknown or ambiguous location fails closed.
Single-winner leases
One agent holds a work item at a time. A lease expires or is released; two agents never call the same contact.
Inbound routed events
A missed inbound call or a new web lead arrives as a routed event and is placed by location, with its return window attached.
Coverage and overnight assignment
Managers move work across locations; unworked items become a batch with fairness evidence for release in the morning.
Transfer handoff
A transfer hands off to your telephony provider; DialSplice journals both legs and keeps the work item with its owner.
Every outcome has a next step.
A disposition is not the end of the call; it is the trigger for what the policy says happens next, journaled at each step.
Disposition-driven next steps
Callback requested creates an owned callback; Booked writes the appointment; No answer advances the cadence or holds at the cap.
Callbacks in local time
Owned by one agent, scheduled in the location’s time zone, ineligible until the not-before time.
Policy-gated messages
A confirmation or reminder step runs only if the preflight passes at send time: consent, quiet hours, channel block.
Retry cadence and caps
A set cadence with an attempt cap per location; a deferral past the SLA window needs a manager’s approval.
Booking sync from one event
The EHR and the CRM are updated from the same booking event with identity resolved first, so they never disagree.
Idempotent effects and reconciliation
Every external effect is journaled once; an ambiguous provider outcome enters reconciliation, never a blind retry.
We route the work. Your provider routes the call.
Bring your own telephony means the parts of routing that belong to the phone system stay there. DialSplice takes the event and returns the outcome.
- IVR menus and greetings
- Configured in your provider
- Ring groups and hunt groups
- Your provider decides which phone rings
- Number inventory and caller ID
- Owned by your provider; scoped per location by DialSplice policy
- Voicemail boxes and recordings
- Stay in your provider; DialSplice records the outcome, not the audio
See your queue, routed.
Bring last week's missed calls and callbacks; we'll show you where each one would have landed and who would have owned it.