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Departments in TelemanAI allow you to organize agents into teams, assign providers, and configure specialized call routing. This guide covers setting up departments, managing agents, and configuring department-based workflows.

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Understanding Departments

Departments serve multiple purposes in TelemanAI:
  • Team Organization: Group agents by function (Sales, Support, etc.)
  • Provider Assignment: Assign specific Twilio providers to departments
  • Call Routing: Route inbound calls to specific departments
  • IVR Integration: Create interactive voice response menus
  • Reporting: Track metrics by department
  • Access Control: Manage permissions at department level

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Department Types

TelemanAI supports three types of departments:

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Outbound Departments

  • Designed for outbound calling campaigns
  • Agents make calls to contacts
  • Used with voice campaigns and web dialer
  • Tracks outbound call metrics

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Inbound Departments

  • Handle incoming customer calls
  • Routes calls to available agents
  • Queue management for busy times
  • Tracks inbound call metrics

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IVR Departments

  • Interactive Voice Response systems
  • Automated menu navigation
  • Custom call flows
  • Self-service options for callers

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Creating a Department

1

Navigate to Departments

From your dashboard, go to Dashboard → Departments
2

Click Add New

Click the Add New or Create Department button
3

Enter Department Name

Provide a descriptive name for the department:
  • Example: “Sales Team”, “Customer Support”, “Technical Support”
  • Use clear, recognizable names
  • Name is used in routing and reporting
Use naming conventions that reflect function and location, like “Sales-East-Coast” or “Support-Tier-1”
4

Select Department Type

Choose the operation type:Outbound
  • For making outbound calls
  • Used in campaigns and manual dialing
  • Tracks outbound metrics
Inbound
  • For receiving incoming calls
  • Automatic call distribution
  • Queue management
IVR
  • For interactive voice menus
  • Custom call flows
  • Redirects to IVR configuration on save
You can only select one type per department. Create separate departments for different functions.
5

Assign Providers

Select one or more Twilio providers for this department:
  • Multiple providers can be selected
  • Providers must be configured and active
  • Department calls will use these providers
  • Load balancing across providers (if multiple)
At least one provider is required. Ensure providers have sufficient balance and active status.
6

Set Department Status

Toggle the Active status:
  • Active: Department can receive/make calls
  • Inactive: Department is disabled
Use inactive status for:
  • Testing departments before launch
  • Temporarily disabling during off-hours
  • Archiving old departments
7

Save Department

Click Save to create the department:
  • Department is created in database
  • Providers are linked
  • If IVR type, redirects to IVR configuration
  • Success notification appears

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Managing Department Providers

Providers determine which Twilio credentials and phone numbers are used for department calls.

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Assigning Multiple Providers

You can assign multiple providers to a department for:
  • Load balancing: Distribute calls across providers
  • Redundancy: Fallback if primary provider fails
  • Cost optimization: Route calls through cheapest provider
  • Geographic routing: Use local numbers per region

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Provider Selection Logic

When department has multiple providers:
  1. System selects active providers only
  2. Checks provider balance
  3. Verifies hourly quota availability
  4. Selects based on configuration or first available
Regularly monitor provider balances to avoid call failures during campaigns.

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Configuring Inbound Call Routing

Inbound departments route incoming calls to available agents.

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Setting Up Inbound Routing

1

Create Inbound Department

Follow department creation steps, selecting Inbound as the type
2

Assign Providers

Select providers with inbound phone numbers configured
3

Add Agents to Department

Assign agents who will handle inbound calls (see Agent Management section)
4

Configure SIP Trunk (Optional)

If using SIP Trunks:
  • Go to Dashboard → SIP Trunks
  • Edit your SIP Trunk
  • Assign this inbound department
  • Calls to SIP domain will route to this department

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Inbound Call Flow

When a call arrives at an inbound department:
  1. Call arrives at Twilio number or SIP domain
  2. Department identified from provider or SIP configuration
  3. Agent availability checked in department
  4. If agent available:
    • Call routes to agent’s web dialer
    • Agent receives notification
    • Call connects
  5. If no agents available:
    • Call enters queue
    • Caller hears hold message
    • System announces queue position
    • Retries when agent becomes available

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Setting Up Outbound Departments

Outbound departments are used for campaigns and manual outbound calling.
1

Create Outbound Department

Follow department creation steps, selecting Outbound as the type
2

Assign Providers

Select providers with sufficient balance for outbound calling
3

Add Agents

Assign agents who will make outbound calls
4

Configure Campaigns

Use this department in campaigns:
  • Department agents can run voice campaigns
  • Calls use department providers
  • Metrics tracked by department

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Configuring IVR Departments

IVR (Interactive Voice Response) departments provide automated call menus.
1

Create IVR Department

Follow department creation steps, selecting IVR as the type
2

Automatic Redirect

After saving, system automatically redirects to IVR configuration page
3

Design IVR Flow

On the IVR configuration page:
  • Create menu options (Press 1 for Sales, Press 2 for Support)
  • Configure routing for each option
  • Set default/timeout behavior
  • Add voice prompts or text-to-speech
4

Test IVR

Test your IVR configuration:
  • Call the assigned phone number
  • Navigate through menu options
  • Verify routing is correct
  • Test timeout and invalid input handling
IVR configuration uses a visual flow builder. Detailed IVR setup is covered in the IVR documentation.

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Managing Agents

Agents are users assigned to departments who handle calls.

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Understanding Agent Roles

Agents in TelemanAI:
  • Make and receive calls through web dialer
  • Run voice campaigns
  • Handle inbound calls routed to their department
  • Track call history and metrics
  • Update contact information

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Adding Agents to Departments

Agents are assigned to departments through the department agent relationship:
1

Navigate to Department

Go to Dashboard → Departments and select a department
2

Access Agent Management

Look for Agents or Manage Agents section
3

Add Agent

Select users to add as agents:
  • Choose from existing user accounts
  • Multiple agents can be assigned
  • Agents can belong to multiple departments
4

Save Assignments

Click Save to assign agents to the department

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Agent Availability

For inbound call handling, agents must set their availability:
1

Agent Logs In

Agent logs into TelemanAI account
2

Access Dialerpad

Agent navigates to Dashboard → Inbound Call (Dialerpad)
3

Agent Marked Available

Opening the dialerpad marks agent as available:
  • System updates agent availability status
  • Agent can now receive inbound calls
  • Status visible to routing system
4

Receive Calls

While dialerpad is open:
  • Inbound calls route to available agents
  • Agent receives browser notification
  • Call connects automatically or requires answer click
Agents must keep the dialerpad page open to remain available for inbound calls. Closing the page marks them as unavailable.

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Removing Agents from Departments

1

Navigate to Department

Go to Dashboard → Departments and select the department
2

Access Agent List

View the list of assigned agents
3

Remove Agent

Click Remove or delete icon next to agent name
4

Confirm Removal

Confirm the action. Agent is removed from department.

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Agent Permissions

Agent permissions are typically managed at the user account level:
  • View permissions: Access to contacts, campaigns, call history
  • Call permissions: Ability to make outbound calls
  • Campaign permissions: Run voice campaigns
  • Department access: Which departments agent belongs to
Use role-based access control at the user level, and departments for team organization.

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Department-Based Call Queue

When all agents in a department are busy, calls enter a queue.

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Queue Behavior

  1. Call arrives when no agents available
  2. Queue entry: Call is added to department queue
  3. Hold message: Caller hears “All agents are busy…”
  4. Position announcement: “You are number X in the queue”
  5. Periodic updates: System repeats message every few seconds
  6. Agent available: Call routes to first available agent
  7. Queue exit: Caller connects or hangs up

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Queue Management Functions

The system provides functions for queue management:
  • moveToQueue(): Add caller to queue
  • removeFromQueue(): Remove caller when connected
  • getCallerQueueSerialNumber(): Get caller’s queue position
  • checkAgentAvailability(): Check if agents are available

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Editing Departments

1

Navigate to Departments

Go to Dashboard → Departments
2

Select Department

Click on the department name to edit
3

Modify Settings

Update any department configuration:
  • Name
  • Department type
  • Provider assignments
  • Active status
4

Update Providers

Change provider assignments:
  • Existing providers are removed first
  • New providers are assigned
  • Both actions happen in a database transaction
5

Save Changes

Click Update to save your modifications:
  • Changes apply immediately
  • Cache is cleared automatically
  • If IVR type, redirects to IVR config

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Deleting Departments

Deleting a department will:
  • Remove all department-provider relationships
  • Remove all department-agent assignments
  • NOT delete the agents themselves
  • NOT delete associated providers
  • Cannot be undone
1

Navigate to Departments

Go to Dashboard → Departments
2

Select Department

Find the department to delete
3

Click Delete

Click the Delete button next to the department
4

Confirm Deletion

Confirm the action when prompted:
  • Department and relationships are deleted
  • Database transaction ensures consistency
  • Cache is cleared

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Department Reporting and Analytics

Track department performance through various metrics:

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Available Metrics

  • Call volume: Total calls by department
  • Average handle time: Average call duration
  • Agent utilization: Percentage of time agents are on calls
  • Queue statistics: Average wait time, abandoned calls
  • Conversion rates: For outbound departments
  • Customer satisfaction: If post-call surveys enabled

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Accessing Reports

  1. Navigate to Dashboard → Analytics
  2. Filter by department
  3. Select date range
  4. View metrics and charts
  5. Export reports as needed

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Best Practices

  • Create departments aligned with business functions
  • Keep department sizes manageable (5-15 agents optimal)
  • Use clear, descriptive names
  • Document department purposes and workflows
  • Review and optimize department structure quarterly
  • Cross-train agents across departments for flexibility
  • Monitor agent availability and utilization
  • Set clear expectations for availability hours
  • Provide agents with necessary tools and information
  • Regular training and feedback sessions
  • Assign multiple providers for redundancy
  • Monitor provider balances regularly
  • Test provider connectivity before busy periods
  • Use geographically appropriate providers
  • Document provider assignments and purposes
  • Ensure adequate agent coverage during business hours
  • Monitor queue times and adjust staffing
  • Set up overflow routing for busy periods
  • Use IVR for off-hours or overflow
  • Track and optimize average handle time
  • Review department metrics weekly
  • Identify bottlenecks in call routing
  • Optimize agent schedules based on call volume
  • Implement skills-based routing where applicable
  • Regular testing of call flows and routing

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Troubleshooting

Problem: Calls to department not connecting to agentsSolution:
  • Verify department has assigned agents
  • Check at least one agent is available (dialerpad open)
  • Ensure department status is Active
  • Verify provider phone number is correct
  • Check provider connection is working
  • Review call logs for routing errors
Problem: Error when saving departmentSolution:
  • Ensure name is filled in (required)
  • Select at least one provider (required)
  • Choose department type (required)
  • Check for duplicate department names
  • Verify providers exist and are active
  • Check database connection
Problem: Specific agents never receive inbound callsSolution:
  • Verify agent is assigned to department
  • Check agent has opened dialerpad page
  • Ensure agent hasn’t denied microphone permissions
  • Check agent’s web dialer is connected
  • Verify agent account is active
  • Test with different browser
Problem: Calls always go to queue even when agents are freeSolution:
  • Check agent availability status in database
  • Verify dialerpad page is active for agents
  • Ensure agents are in correct department
  • Check for JavaScript errors in agent browsers
  • Verify queue logic is working correctly
  • Review agent_is_available table
Problem: Error when attempting to delete departmentSolution:
  • Check for active campaigns using department
  • Verify no active calls in department
  • Remove all agents first (if required)
  • Check database constraints
  • Review error message for specifics

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Advanced Configuration

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Skills-Based Routing

For advanced routing, you can implement skills-based routing:
  1. Define agent skills or expertise levels
  2. Tag contacts or campaigns with required skills
  3. Route calls to agents with matching skills
  4. Fallback to general agents if no skilled agents available

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Department Hierarchies

Organize departments in hierarchies:
  • Parent department: Sales
    • Child department: Inside Sales
    • Child department: Field Sales
Use hierarchies for:
  • Reporting rollups
  • Overflow routing
  • Skill escalation

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Load Balancing Strategies

Implement load balancing across agents:
  • Round-robin: Distribute calls evenly
  • Least-busy: Route to agent with fewest active calls
  • Skills-based: Route based on agent expertise
  • Performance-based: Route to highest-performing agents

Web Dialer

Learn how agents use the web dialer

SIP Trunk Setup

Configure SIP Trunks for department routing

Creating Campaigns

Use departments in campaigns

SIP Trunk Setup

Configure SIP trunks for calling

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