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, head to your Dialpad Admin Settings.

1. Navigate to Contact Centers
2. Select the + icon
   
3. Name the Contact Center
4. Select Create

Dialpad will create your new Contact Center and take you to its settings.  

You can then 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 Contact Center can have up to 30 numbers (local or toll-free) each.

Purchase Contact Center licenses

Before you can assign users as agents to a Contact Center, you'll need to purchase either Dialpad Support or Dialpad Sell licenses for all users.

To purchase licenses, head to your Dialpad Admin Settings:

1. Navigate to Office
2. Select Licenses
3. Navigate to Dialpad Licenses 
4. Select Purchase licenses
5. Enter the number of Dialpad Support and/or Dialpad Sell licenses you'd like to purchase
6. Select Next
   
7. Review the updated invoice
8. Select Confirm purchase

You'll also find the option to purchase licenses in the Billing menu. Both will display an overview of licenses on your account.

Purchase the licenses you'll need to cover all agents or reps in the Contact Center.

Add direct number for Support users

Support users can use direct numbers, too.

To add a direct number, head to your Dialpad Admin Settings.

1. Navigate to Office
2. Select Licenses
3. Navigate to the Add On section
4. Select Purchase licenses
5. Enter the number of desired additional numbers
6. Select Next
7. Review your updated overview
8. Select Confirm Purchase

Next, the number needs to be assigned to a user.

Navigate to your Office Settings:

1. Select Users
2. Select Options beside the user
3. Select Calling
4. Select Add phone numbers
5. Name the number (optional)
6. Select next, then review the invoice
7. Select Add Number

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 Dialpad Admin Settings.

1. Navigate to Contact Centers 
2. Select the Contact Center that you wish to duplicate
3. Select Duplicate
   
4. Enter the new Contact Center name
5. Enter a description
6. Choose between copying all agents, or only some

Agent selection 

When choosing users for a new Contact Center, you have two choices:

1. Copy all agents and admins
   1. This option will copy the agents, supervisors, and Contact Center admins assigned to the original Contact Center being duplicated.  
2. Select agents and admins 
   1. This option gives you the choice of which agents, supervisors, and Contact Center admins to duplicate to the new Contact Center. 

When selecting agents, a pop-up window will open with the list 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, then select Duplicate

Once duplication is complete, a Duplication Successful banner will appear and you will be taken 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. 

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
8. Timezone
9. Ring type of Operators

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

Assign Global Contact Center Settings page access

Use the Global Contact Center Settings page to configure unified settings across all Contact Centers in your Dialpad Office. 

Users with a Dialpad Support license (even non-admins) can be granted access to these settings.

To grant Global Contact Center Settings access, head to your Dialpad Admin Settings.

1. Navigate to Office Settings
2. Select Users
3. Beside the desired user, select Options
4. Select Privileges 
5. Select Give multi contact center settings access