Admin Permissions in Dialpad
- 17 Sep 2024
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Admin Permissions in Dialpad
- Updated on 17 Sep 2024
- 3 Minutes to read
- Print
- DarkLight
- PDF
Article summary
Dialpad offers 6 types of Admin permissions: Company Admin, Office Admin, Department Admin, Contact Center Admin, Contact Center Supervisor, and Coaching Team Coach. Company Admin has full access, while Office Admin can manage specific offices. Department Admin controls department settings, and Contact Center Admin manages contact centers. Contact Center Supervisor oversees agents, and Coaching Team Coach trains users. Admins can assign roles, manage users, set up devices, and access analytics. Multiple admins can be assigned, but Office Admins cannot change individual user settings.
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Dialpad makes it easy for administrators to set up and manage their teams.
Share responsibility and configure your team the way you need — Dialpad provides 6 different types of Admin permissions.
- Company Admin
- Office Admin
- Department Admin
- Contact Center Admin
- Contact Center Supervisor
- Coaching Team Coach
Let's take a closer look at what each permission type means.
Company Admin
As the first person to sign up for your company, you're automatically made the Company Admin. Keep in mind that a Google Apps admin or a Microsoft admin also has the same level of access as a Company Admin in Dialpad.
If your plan allows it, you can contact our Sales Team to add additional offices. Afterward, you can add Office Admin privileges to your team members.
Company Admins can control the following for each of their offices:
Office
- Adding/Removing team members
- Buying devices (user phones & room phones)
- Assigning team members as Co-Admins/Regional Admins
- Update company CNAM
- Proxy login to users account
Main Line
- Adding/removing phone numbers
- Adding/removing fax numbers
- Assigning operators & phones
- Managing call handling
- Setting business hours
- Setting hold music
Departments
- Adding/removing phone numbers
- Adding/removing fax numbers
- Assigning operators & phones
- Managing call handling
- Setting business hours
- Setting hold music
Contact Centers (Advanced & Premium plans only)
- Adding/removing phone numbers
- Adding/removing fax numbers
- Assigning agents & admins
- Managing call handling/queue Handling
- Setting business hours
- Setting hold music
- Create and manage Ai Playbooks
Executive-Assistant
- Adding/Removing Executive-Assistant pairings
Analytics
- Review entire company + office(s) analytics
- Review Main Line/Department/Contact Center analytics
- Access call recordings for the entire company
- Access call transcripts for the entire company
- Export analytics
Billing
- Review billing summary
- Manage payment history
- Review billing history
Office Administrator
A Company Admin can assign any individual user to become an Office Admin.
In cases where multiple offices are being managed across Dialpad, a Company Admin can assign a user as a specific Regional Admin (i.e. manager of more than one Office).
Office Admins can control the following for their office(s):
Office
- Adding/removing team members
- Buying devices (user phones & room phones)
- Assigning team members as Co-Admins
- Enabling and configuring integrations
- Adding failover numbers
Main Line
- Adding/removing phone numbers
- Adding/removing fax numbers
- Assigning Operators & phones
- Managing call handling
- Setting business hours
- Setting hold music
Departments
- Adding/removing phone numbers
- Adding/removing fax numbers
- Assigning operators & phones
- Managing call handling
- Setting business hours
- Setting hold husic
Contact Centers
- Adding/removing phone numbers
- Adding/removing fax numbers
- Assigning agents & admins
- Managing call handling/queue handling
- Setting business hours
- Setting hold music
- Create and manage Ai Playbooks
Executive-Assistant
- Adding/removing executive-assistant pairings
Analytics
- Review office(s) analytics
- Review Main Line/Department/Contact Center analytics
- Access call recordings for that office
- Access call transcripts for that office
- Export analytics
Billing
- Review billing summary
- Manage payment history
- Review billing history
Coaching Teams
- Assigning Coaches & Trainees
- Setting call recording, transcription and Dialpad Ai features
- Setting call disposition list
Department Administrator
A Company or Office Admin can assign any individual user to become a Department Admin.
As a Department Administrator, you can control the following for your Department(s):
Departments
- Adding/removing phone numbers
- Adding/removing fax numbers
- Assigning operators & phones
- Managing call handling
- Setting business hours
- Setting hold music
Analytics
- Review Department(s) analytics
- Access Call Recordings for that Department
- Access Call Transcripts for that Department
Contact Center Administrator
A Company or Office Admin can assign any individual user to become a Contact Center Admin.
As a Contact Center Administrator, you can control the following for your Contact Center(s):
Contact Centers
- Assigning Agents & Admins
- Managing call handling/queue handling
- Setting business hours
- Setting hold music
- Create and manage Ai Playbooks
Analytics
- Review Contact Center(s) analytics
- Access call recordings for that contact center
- Access call transcripts for that contact center
Contact Center Supervisor
A Company, Office, or Contact Center Admin can assign any Contact Center agent to become a Contact Center Supervisor.
As a Contact Center Supervisor, you can do the following for your Contact Center(s):
- Listen In
- Barge In/Take Over
- Set agents to available/unavailable
- View the Contact Center's analytics
- Access your Contact Center's call recordings
Tip
To see calls in Monitor All Contact Center, an Office or Company Admin must specifically grant themselves the administrator permission in each Contact Center they belong to. Otherwise, they will not see calls in this view.
Coaching Team Coach
A Company, Office, or Contact Center Admin with an Ai Sales license can assign any user as a Coach or Trainee.
As a Coach, you can do the following for your Team(s):
As a Coach, you can do the following for your Team(s):
- Listen In
- Barge In/Take Over
- Create/edit Real Time Assist Cards
- Create edit Custom Moments
- Access Trainee's recordings
- View and join live meeting
- Create and manage Ai Playbooks
Frequently asked questions
Can a Dialpad account have more than one admin?
Yes! The original account admin can also assign admin status to anyone else in the organization.
Do Office Admins have access to individual user settings?
Nope. Office Admins can do things like assign phone numbers to people and enable integrations, but they can't change your personal profile.
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