Divisions

Tenant admins manage this at Admin → Divisions (/admin/divisions).

Create a division

1. Open Divisions.
2. Name (for example Sales or Support).
3. Optionally pick an Inbound number this team owns.
4. Optionally pick a Playbook this team should answer with.
5. Click Create division.

You can also assign a number to a division later on Phone numbers.

How inbound routing works

When someone dials a company number:

1. Octone looks up the number.
2. If that number belongs to a division with a playbook, that playbook answers.
3. Otherwise the company-wide LIVE inbound playbook answers.
4. If nothing is LIVE, callers hear the default welcome.

Assign a playbook to a division from the playbook builder (Assign to) or from the division row.

People

On Users, each person can be assigned a division. Sales-assist cards can also be scoped to a division.