To assign a single operator:

1. Open Admin Settings at Dialpad.com.
2. Go to Mainline.
3. Select Assigned Operators & Phones.
4. Select Add people from your team.
5. Enter a user's name or email address.

To assign 2 - 10 operators:

1. Open Admin Settings at Dialpad.com.
2. Go to Office.
3. Select Users.
4. Choose the user and select Options.
5. Select Groups.
6. Select Make Dept Operator.
7. Select the checkbox for each department you'd like to make them an operator. Use this method to remove an Operator from multiple Departments at the same time (just unselect the checkboxes).
8. Select Close to save the changes.

1. Go to Mainline Settings.
2. Find Call Routing.
3. Select Edit Call Routing.
4. Select Operators or Other call routing options. Operators will ring to the assigned operators and phones and Other routing options will give options like setting up an automated attendant.
5. Select desired options"
   • Longest Idle - Agents are rung individually based on whoever has been idle the longest.
   • Fixed Order - Agents are rung individually based on the same fixed order.
   • Round Robin - Agents are run individually on a rotating fixed routing.
   • Simultaneous - All agents are rung at once.

Different call routing rules can be set for when your office is open, and when your office is closed. Select Open Hours Routing or Closed Hours Routing in "Call Routing", and the rules will be instantly applied.

1. Go to Mainline Settings.
2. Find Call Routing.
3. Select Edit Call Routing.
4. Go to Welcome Greeting. Tip: The Welcome Greeting is not a Voicemail. The Greeting will play before the phone rings.
5. Upload or record your new greeting and select it from the drop-down menu.

Keep in mind that every 15 seconds equals about 4 rings.

1. Go to Mainline Settings.
2. Find Call Routing.
3. Select Edit Call Routing.
4. Go to Ring Duration.
5. Slide the toggle to the desired number of rings you'd like callers to hear.

Available to Pro and Enterprise Users.

1. Go to Mainline Settings.
2. Find Call Routing.
3. Select Edit Call Routing.
4. Go to Hold Queue. Turn on and off the hold queue by selecting the Enable the hold queue checkbox.

Hold Music

Your Dialpad Administrator can change the hold music at any time.

1. Open Admin Settings from Dialpad.com.
2. Select Office.
3. Select Main Line.
4. Select Hold Music.
   • For Standard Accounts, the hold music plays on all your shared lines.
   • For Pro Accounts, the hold music you set up on the Main Line plays on your team's direct lines. But can be changed for different Departments and Call Centers.
   • For Enterprise Accounts, the hold music can be changed for each shared line (Main Line, Department, and Call Center). Individuals can also select their own hold music.

Tips:

• MP3 files cannot be larger than 10 MB.
• Reduce the volume of the MP3 if not a good quality.
• Select a recording that hasn't been overly compressed.

1. Go to Mainline Settings.
2. Find Call Routing.
3. Select Edit Call Routing.
4. Find Fallback Options.
5. Select desired options:
   • Directly to voicemail
   • To a message (no voicemail)
   • To another department, office, Contact Center or geographic router
   • To another team member, room phone or external number
   • To an automated response menu

Set a voicemail greeting that your clients will get if your fallback option is "directly to voicemail" or "leave a voicemail."

1. Go to Mainline Settings.
2. Find Call Routing.
3. Select Edit Call Routing. Custom voicemail greetings must be 45 seconds or less.
4. Find Voicemail Greeting.

MP3 files cannot be larger than 10 MB.

Enable Dialpad Ai on the Main Line. You can set Ai to start automatically, turn on or off at the discretion of Operators, and show real-time transcripts when a call or conference begins.

1. Open Admin Settings from Dialpad.com.
2. Select Office.
3. Select Main Line.
4. Select Dialpad Ai.
5. Select the desired options:
   • Turn on Ai for this mainline.
   • Allow individual users to start and stop Ai during calls.
   • Show transcript when a call starts.

Integrations

1. Open Admin Settings from Dialpad.com.
2. Select Office.
3. Select Main Line.
4. Selct Integrations.
5. Then select the integrations you want to enable.

Advanced Settings

1. Open Admin Settings from Dialpad.com.
2. Select Office.
3. Select Main Line.
4. Select Advanced Settings.
5. Select the desired options:
   • Automatic Call Recording
   • Department Failover Number
   • Spam Blocking

While calls to your local Dialpad numbers are free, certain features do incur additional charges:

• International and domestic calls (inbound and outbound)
• Text Messaging and Picture Messaging in the US
• Inbound calls to toll-free lines
• Outbound faxes

Add credits

Credits apply to messages too.

1. Open Admin Settings at Dialpad.com.
2. Select Billing.
3. Select Credits.
4. Navigate to Add Credits.
5. Review the cost, then select Add.

Automatic credit refill

1. Open Admin Settings at Dialpad.com.
2. Navigate to Billing.
3. Select Credits.
4. Navigate to Auto-recharge.
5. Select the desired amount.

Check credit balance

1. Open Admin Settings at Dialpad.com.
2. Select Billing.
3. Select Credits.

In order for your toll-free number to accept inbound calls, you will need to add calling credits to your Office account. Otherwise, you will hear an out-of-service message being played stating: "Sorry, but this number is currently not in service. Please try again later.".

Automatic call recording - mainline

1. Open Admin Settings from Dialpad.com.
2. Go to Office Settings.
3. Select Main Line.
4. Select Advanced Settings.
5. Got to Automatic Call Recording.
6. Select the Automatically record calls to this department checkbox.

Automatic call recording - department

1. Open Admin Settings from Dialpad.com.
2. Find Departments.
3. Select the desired department.
4. Select Advanced Settings.
5. Find Automatic Call Recording.
6. Select the Automatically record calls to this department checkbox.

Automatic call recording - contact center

1. Open Admin Settings from Dialpad.com.
2. Find Ai Contact Centers.
3. Select the desired contact center.
4. Select Advanced Settings.
5. Find Automatic Call Recording and Transcription.
6. Choose what calls you'd like to be automatically recorded (inbound, outbound, or both).
7. Choose if you'd like to record the agent's screen.
8. Choose if you'd like the agent to be able to pause the recording. Admins are able to create an exemption list as well as a call recording greeting.

Automatic call recording - office

To enable automatic call recording for your entire office, contact Dialpad Customer Support. 

1. Open Admin Settings from Dialpad.com.
2. Navigate to Office Settings
3. Navigate to Office-Wide Settings
4. Navigate to Making Calls.
5. Select Enable Automatic Recordings.

Automatic call recording - coaching team

1. Open Admin Settings from Dialpad.com.
2. Find Coaching Teams.
3. Select the desired coaching team.
4. Go to Coaching Team Settings.
5. Find Call Recording and Transcription and choose which calls you'd like to record.

• Use a call recording greeting to inform callers that the call may, or will, be recorded.
• In some jurisdictions, this is required by law.
• Pre-made greetings are available, but you can also record, or upload, a custom greeting.
• Select play to hear the greeting.

1. Open Admin Settings from Dialpad.com.
2. Navigate to Office Settings.
3. Select Failover Settings.
4. Select Action for the desired department, contact center, or mainline.
5. Select Configure.
6. Choose Forward to a Number or Send to Voicemail:
   • Enter a failover number, when choosing forward to a number.
   • Enter the desired voicemail message, if sending to voicemail.
7. Select Save.

Test your failover number

1. Open Admin Settings from Dialpad.com.
2. Navigate to Office Settings.
3. Select Failover Settings.
4. Select Action for the desired department, contact center, or mainline.
5. Select Test.
6. Select Start Test.

You can block individual contacts from "Contacts" on your account page. Search for an existing contact and select Block.

1. Open meetings.dialpad.com.
2. Navigate to Settings.
3. Find Call Blocking and Spam Prevention.
4. Select desired option:
   • Prevent calls from anonymous callers
   • Prevent calls from callers already not in your Contacts list
   • Prevent callers with a high spam score

1. Navigate to Office Settings.
2. Select Desk Phones.
3. Select User Phones.
4. Select Add a user phone.
5. Select the desired model.
6. Follow the prompts to configure your new desk phone.

1. Navigate to Office Settings.
2. Select Desk Phones.
3. Select the Room Phones tab.
4. Select Add a room phone.

Room phones have a recurring cost. Aside from purchasing the hardware, you'll also pay a monthly fee for a room phone license. If you'd like to purchase room phone licenses, head to "Billing" in your Admin Portal.

• Dialpad supports several different Polycom and SoundStation room phones, whether you purchased them from us or not.
• Make sure your device is on our Supported Room Phones list.
• To set up and manage a room phone, you must be a Dialpad Admin.
• The process to add a room phone varies by phone model. 
  • Refer to the "Dialpad Help Center" for specific instructions for you device.
  • Search under "Manage a Room Phone."

Business Hours

• In "Business Hours & Call Routing", define when your business is open and closed, how calls are handled, and the Main Line's time zone.
• Choose for the Main Line to take calls 24/7, or set it to receive calls only during specific (normal or split) business hours. Remember to set Main Line Routing.
• Dialpad can set unique holiday hours, which will override your office's normal business during the designated date(s).

Dialpad administrators can manage user desk phones right from Admin Settings. 

1. Navigate to Office Settings.
2. Select Desk Phones.

By default, your outbound caller ID is set to your primary, direct Dialpad number. That doesn't mean you can't tweak it for one-off calls, or even globally. Admins can, however, limit certain caller ID features office-wide.

Set your global caller ID

1. Open Your Settings from Dialpad.com.
2. Navigate to Your Settings.
3. Navigate to Caller ID.
4. Choose a number from the drop-down menu.

Global caller ID

• Only applies to outbound calls.
• Only applies to external calls.
• Doesn't apply to text messages.
• Doesn't take the place of handling calls as an Operator or Agent; therefore, Department or Call Center settings (such as automatic call recording) don't apply.
• Displays across all devices (including desk phones) running on the desktop and mobile apps.

Adjust your caller ID

• Your Caller ID can be adjusted on the Main Dialer, in the Conversation Thread, and on the mobile app).
• Currently, caller ID cannot be updated via deskphones.

Adjust caller ID from the Main Dialer

1. Open your Dialpad app.
2. Select Make a Call.
3. Select Change.
4. Choose a number in the drop-down.
5. Enter the number or contact you'd like to call, then select enter to start dialing.

Adjust caller ID from a conversation thread

1. Open your Dialpad app.
2. Select the Drop-Down for Phone.
3. Navigate to From.
4. Choose a number.
5. Select the phone icon to call.

Block your caller ID

To block your Caller ID when placing a call:

1. Select the Drop-Down icon alongside the Phone icon
2. Navigate to From.
3. Select Block my caller ID (Calling Only).

Set incoming caller ID

1. Open Your Settings from Dialpad.com.
2. Navigate to Your Devices.
3. Select Advanced Settings.
4. Navigate to Incoming caller ID.
5. Choose the desired options for each section:
   • Calls to your personal Dialpad number: displays the caller's number OR your Dialpad number.
   • Calls to your Departments / Office Main Line: displays the callers number OR the Department number.
   • Calls to your executives: displays the caller's number OR the executive's number.
     
6. Select Save Changes.

Dialpad administrators can manage user desk phones right from Admin Settings. 

1. Go to Admin Settings.
2. Navigate to the desired Shared Line.
3. Select Add Fax Number.
4. Select Continue.
5. Enter the desired Area Code.

You can send a fax from your Main Line, Department, and Contact Center

1. Select the Fax Icon.
2. Enter the recipient's name or phone number.
3. Click Upload a file to send.
4. Choose the file. Once selected, the file will immediately send as a fax. While sending it will show as “Pending”, once successfully sent, the confirmation will change to “Status: Success”.

You will receive an incoming message notification when you receive a fax.

1. Select the notification to open the conversation thread and open the fax. If you miss the live notification, the fax will appear in the "Unread" tab of your Inbox.
2. Select Download fax.

We recommended using eFax, but analog faxing may work. ATA device(s) must be allocated as a room device.

1. Go to Admin Settings.
2. Navigate to Office then select Desk Phones.
3. Select DECT/ATA Devices then Options.
4. Select Show Managed Devices then Enable Fax. You will see the Fax icon beside the room device.

By default, your message will be sent from your personal Dialpad number. You'll have the option to change this if you're assigned as an Operator or Agent on a Shared Line.

1. Open the Dialpad app, select Message.
2. Select Message.
3. Enter a contact's name or number.
4. Enter your message.
5. Use Enter to send the message.
   • Messages sent to non-Dialpad numbers have a character count limit of 1500 characters (160 characters per page).
     
   • If your message contains emojis or special characters, the character count reduces to 63 characters/page.
   • Dialpad-to-Dialpad messages are unlimited.

• To send an image or video via chat (MMS), move the image or video to your conversation thread.
• Select a photo or video, then enter the message (if necessary) and use Enter.
• Messages sent to users outside of Dialpad that include a photo or video are Multimedia Messaging Service-based (MMS).

1. Open the Dialpad App Inbox.
2. Navigate to Messages.
3. Navigate to the message you'd like to forward.
4. Select the down arrow to access the drop-down menu.
5. Select the Forward.
6. Search a contact's name or enter an email address, and add an additional message if required.
7. Select Forward Message to finish and send.

1. Select the 3 dots for your message.
2. Select Edit.
3. Enter your updated text message.
4. Select Save Changes. An "Edited" stamp appears for the message.