Create & Manage a Department
  • 12 Sep 2023
  • 3 Minutes to read
  • Dark
  • PDF

Create & Manage a Department

  • Dark
  • PDF

Article Summary

Create a Department after setting up your Main Line in Dialpad. Departments route callers to a specific group or team, such as sales and customer support.

Who can use this feature

Departments are available to Dialpad Ai Voice customers on Standard, Pro, and Enterprise plans.

Create a Department

To create a department, head to your Admin Settings at

  1. Navigate to Departments
  2. Select Add a Department (that's the + icon)
  3. Name the Department and add a description
  4. Select Create

Dialpad launches an overview of the newly-created Department within your organization.

You're then able to add an abbreviation representing the Department as well as local, toll-free, and fax numbers and IVR and Voicemail Language settings.

Shared Lines such as a Department can have up to 30 numbers (local or toll-free) each.

Delete a Department

Need to delete a department? No problem. 

First, head to your Admin Settings at

  1. Navigate to the Departments section
  2. Select the Department name you'd like to delete
  3. Select Delete Department

  4. Re-confirm by selecting Delete

Assign Operators & Phones

Assign Users as Operators to make and receive calls in your Department. Operators can also be granted Department Admin privileges.

Head to your Admin Settings from

  1. Navigate to Departments
  2. Select the Department
  3. Navigate to Assigned Operators & Phones
  4. Enter the name of the User into the text field under Operators

  5. Press Enter

You also have the option to add a room phone in environments, such as a reception desk, where you want a shared phone to ring.

Business Hours & Call Handling

In the Business Hours & Call Handling section, define when the Department is open and closed as well as how calls are handled. It also serves as the area for you to set the Department's timezone.

Head to your Admin Settings from

  1. Navigate to Departments
  2. Select the Department
  3. Navigate to Business Hours and Call Routing

Choose for the Department to take calls 24/7, or set it to receive calls only during specific (normal or split) business hours. From there, it's important to set call routing rules.

Dialpad also offers the ability to set holiday hours.

IVR and Voicemail Language Settings

Set the IVR and Voicemail Language settings that callers hear. You can choose between Chinese (China), English (Australia), English (United Kingdom), English (United States), French (Canada), French (France), German, Japanese, Portuguese (Brazil), Spanish (Spain), Italian, or the Office default.


Dialpad Ai

Set your Dialpad Ai preferences for each Department. Choose for it to start automatically, or to be turned on or off at the discretion of Operators, or show real-time transcripts when a call or conference begins.


Enable integrations on Dialpad for the Department by heading to your Admin Settings from

  1. Navigate to Departments
  2. Select the Department
  3. Navigate to Integrations
  4. Select Options beside the make any updates to the integration

Advanced Settings

Take even more control over the Department by customizing the Advanced Settings.

  1. Head to your Admin Settings from
  2. Navigate to Departments
  3. Select the Department
  4. Navigate to Advanced Settings

Enable or update features such as:

You'll also see an option to allow or prevent Operators in this Department from deleting calls, recordings, voicemails, transcripts, and other call-related data. If the checkbox is filled, Operators are able to delete data at their discretion. It will not impact an Operator who is also an Admin in the Department; they'll still be able to delete this data whether or not the checkbox is filled.

Don't forget Departments are able to turn on spam-blocking settings just as individual users can for their calls

Working as a Department Administrator

Department Administrators are able to monitor calls as they take place,  update their Operator's DND status and more.

Learn all about working as a Department Admin in this Help Center article.

Was this article helpful?

Changing your password will log you out immediately. Use the new password to log back in.
First name must have atleast 2 characters. Numbers and special characters are not allowed.
Last name must have atleast 1 characters. Numbers and special characters are not allowed.
Enter a valid email
Enter a valid password
Your profile has been successfully updated.