Drivers wait behind customers
A driver with a delivery in progress should not hold in the same line as a general inquiry.
Dispatch and logistics
Drivers get through even when the board is busy.
Driver lines skip ahead of customer calls, and the dispatcher sees the driver’s open job when they pick up.
Where the phones get in the way.
Dispatchers answer with no context
They have to ask which job the driver means before they can help.
Updates need another tool
Texting a customer from a different number splits the conversation.
How calls flow.
A call arrives
A call comes in on the dispatch line.
Driver’s number
Recognized, then Priority dispatch queue
Customer
Order number, then Customer service queue
Afterwards
Dispatch sees the open job on pickup, and customer updates go out as texts from the same number.
What gets set up.
What teams set up
- Priority for driver linesDriver numbers skip ahead of customer calls.
- Open job on pickupDispatchers see the driver’s open job when they answer.
- Customer service queueCustomers are identified by order number and sent to a separate queue.
- Text updatesText updates are sent from the same number.
- Live wallboardTeam leads watch queues and can listen, whisper or take over a call.
The products behind it.
Each one runs on the same numbers, routing and customer record.
Contact center
A priority dispatch queue, a customer service queue and a live wallboard.
View contact centerBusiness phone
Text updates from the same number the customer called.
View business phoneHow it runs at Okafor Logistics.
At Okafor Logistics a driver’s number is recognized and sent to the priority dispatch queue. A customer who gives an order number goes to customer service. The dispatcher who picks up the driver’s call already has the open job on screen.
An example with a fictional company.
Ring groups vs hunt groups: choosing how calls ring a teamOther industries.
Clinics and dental
After-hours triage and callback lists
View clinics and dentalLaw firms
Intake and matter routing
View law firmsCustomer support
Calls matched to tickets
View customer supportQuestions teams ask before switching.
Not answered here? Send us the question and we will answer it for your own setup.
Contact usHow do drivers skip ahead of customers?
Driver numbers are recognized and sent to a priority dispatch queue, so they are answered ahead of customer calls.
What does a dispatcher see on pickup?
The driver’s open job, so the call starts with the context already in front of them.
Can we start with the phone system and add the contact center later?
Yes. Both run on the same platform, so adding queues and agents later needs no migration.
Talk to the team that will set it up.
You have seen the workspace, the wallboard and the plan. Bring your current call flows and we will walk through them using your own numbers.
- Within one business dayWe reply to book a time that suits your team.
- On the callThirty minutes on your call flows, with someone who has moved systems like yours.
- AfterwardsA written porting plan and pricing for your team size.