Create a Contact Center

Contact Centers provide teams with more flexibility and many more advanced features than Departments. 

Features include:

• Flexible routing options 
• Real-time dashboard and service alerts
• Real-time coaching via listen-in, barge, and take over 
• Customizable Hold Queue rules & limits 
• And much more!

Let's take a look at how to create or duplicate a new Contact Center. 

Create a Contact Center

To create a Contact Center, first head to your Admin Settings at Dialpad.com

1. Navigate to Contact Centers
2. Click Add a Contact Center
3. Name the Contact Center
4. Select Create

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

You're then able to add an abbreviation representing the Contact Center 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.

Duplicate a Contact Center

Need to create a new Contact Center, with the same parameters as your current Contact Center? Worry not, we’ve made it nice and easy to duplicate a Contact Center.

First, head to your Admin Settings from Dialpad.com

1. Under the Contact Centers section on the sidebar, select the Contact Center that you wish to duplicate
2. Click Duplicate
3. Enter the new Contact Center name
4. Enter a description
5. Choose between copying all agents, or only some
   

Agent Selection 

When choosing users for the new Contact Center, there are two choices:

• ‘Copy all agents and admins’ will copy the agents, supervisors, and Contact Center admins assigned to the original Contact Center being duplicated.  
• ‘Select agents and admins’ gives you the choice of which agents, supervisors, and Contact Center admins to duplicate to the new Contact Center. 

When selecting agents, a new pop-up window will open with the least of all assigned agents, supervisors, and Contact Center admins to the original Contact Center,

It displays the user’s name, email address, and role within the original Contact Center.

Select the agents and click ‘Duplicate’

A ‘Duplication in Progress’ notification will appear. 

Once the duplication is complete, a ‘Duplication Successful’ banner will appear and you will be taken directly to the new duplicated Contact Center.

Depending on the number of agents and admins duplicated from the original Contact Center, it may take a few more seconds to fully bring over the agents and admins after the settings have been duplicated. 

If that process takes a little longer, the admin will see a second pop ‘All selected Agents and Admins are successfully duplicated’

The Admin will see the same notification pop-ups as the duplication is in progress and complete.

Office parameters

When duplicating a Contact Center within the same office the following settings will not be duplicated:

1. DIDs
2. Fax Numbers
3. Verified Numbers
4. Integration Settings

When duplicating a Contact Center to another office the following settings will not be duplicated:

1. DIDs
2. Fax Numbers
3. Verified Numbers
4. Integration Settings
5. Customer IVRs
6. Applied CSAT Surveys
7. Call Dispositions

For information on managing your Contact Center, be sure to review this article.