Calls route themselves.
A service call comes in and the system decides who takes it: by who is actually on duty, who is under their limit, and who is nearest to free. Nobody stands at a whiteboard.
telegram · allocatorDispatch a call. Watch it skip the people it cannot use.
Raise, route, accept, close
- 01
The call is raised
From the web, from a branch's own ticket form, or by a dispatcher taking the phone call.
- 02
The allocator picks
It only considers field staff who are flagged auto-assignable, who have checked in today, and who are under four open calls.
- 03
Telegram asks
The chosen technician gets the call in the bot with Accept and Reject. Reject and it moves straight to the next eligible person.
- 04
Unaccepted calls escalate
45 minutes without an acceptance raises it. 90 minutes takes it to management. Business hours and IST, so nothing escalates overnight.
The routing is the product
Most dispatch software gives you a list and a dropdown. The difference here is that the rules are enforced rather than suggested, which is what makes the board trustworthy on a busy morning.
- Eligibility
- Field staff only, flagged auto-assignable. Dispatchers and office staff are never routed to.
- Attendance gate
- Not checked in means not routed to. Off-duty is excluded outright.
- Concurrency cap
- Four open calls. The fifth queues rather than landing on someone already buried.
- Escalation
- 45 and 90 minutes, counted in IST and only inside business hours.
- Fallback
- If nobody is eligible the call queues visibly rather than being silently assigned.
It does not stop here
These are modules of one system, not products sold separately. The next two are the ones this module touches most.
Asked often enough to answer here
What happens if a technician rejects a call?
It re-runs allocation immediately and offers it to the next eligible person. The rejection is recorded against the call so a pattern is visible.
Can a dispatcher override the allocator?
Yes. Manual assignment is always available and is tracked separately from auto-routed calls, so you can see how often the rules are being worked around.
Does it work if a technician has no smartphone?
The Telegram bot is the fast path, not the only one. Calls are visible on the web dashboard and can be accepted there.
See it route a call
The quickest way to judge a dispatch system is to watch it refuse to do the wrong thing.