---
title: "Create a Contact Center"
slug: "create-a-contact-center"
description: "Learn how to create a contact center with step-by-step setup, number and line limits & routing rules to optimise performance."
tags: ["add new contact center", "ai contact center", "ai sales", "call center routing", "Contact Center Admin", "create call center", "create contact center", "dialpad call center", "Dialpad sell", "duplicate contact center"]
updated: 2026-05-05T15:15:01Z
published: 2026-05-05T15:15:01Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dialpad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Create a Contact Center

Contact Centers provide teams with more flexibility and many more advanced features than [Departments](/v1/docs/differences-between-departments-contact-centers).

Features include:

- [Flexible routing options](/v1/docs/set-call-routing-rules-for-contact-centers)
- [Real-time dashboard](/v1/docs/contact-center-dashboards) and [service alerts](/v1/docs/manage-contact-center-alerts)
- Real-time coaching via [listen-in, barge, and take over](/v1/docs/working-as-a-contact-center-supervisor)
- [Customizable Hold Queue rules & limits](/v1/docs/set-call-routing-rules-for-contact-centers)
- And much more!

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

> [!NOTE]
> Who can use this
> 
> Company and Office Admins on a [Dialpad Support](https://www.dialpad.com/pricing/#contact-center) or [Dialpad Sell](https://www.dialpad.com/pricing/#sales-dialer) plan can create and duplicate Contact Centers.

## Create a Contact Center

To create a Contact Center, go to **Dialpad Admin Settings**.

1. Navigate to **Contact Centers**
2. Select the**+**icon

![Create a Contact Center](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Create-a-contact-center.png)
3. From the **Create contact center** window, choose the **Routing type** of contact center you want to create:

| **Voice** | Provides calls, texts, and call recording only |
| --- | --- |
| **Digital** | Provides messaging, web chat, and social channels |

> [!NOTE]
> Note
> 
> You can’t change the routing type once you create a new contact center
4. Enter in a name for the **Contact Center**
5. Select **Create**

Dialpad creates your new Contact Center and takes you to settings.

Here, you can edit the Contact Center name, add a description, and assign an abbreviation:

![Contact Center abbreviation](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Contact-center-abbreviation.png)

> [!NOTE]
> Note
> 
> The abbreviation will show in the Contact Center list in the Dialpad app:
> 
> ![Contact Center abbreviations in the app](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Abbreviated-contact-center-names.png)

You can also add [local, toll-free, and fax numbers](/v1/docs/add-local-or-toll-free-numbers) and configure **IVR and Voicemail Language** settings.

> [!NOTE]
> Note
> 
> A Contact Center can have up to 30 numbers (local or toll-free).

## Purchase Contact Center licenses

You’ll need to purchase either Dialpad Support or Dialpad Sell licenses for all users before you can assign them as agents to a Contact Center.

To purchase licenses for Dialpad Support or Dialpad Sell:

1. Navigate to **Dialpad Admin Settings** > **Office**and select **Licenses**
2. From the**Dialpad Licenses**section,****select **Purchase licenses**

![Purchase Contact Center licenses](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Contact-center-purchase-licenses.png)
3. Enter the number of Dialpad Support and/or Dialpad Sell licenses you'd like to purchase

![Dialpad license selection screen](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Purchase-licenses.png)
4. Select **Next**
5. Review the updated invoice and select **Confirm purchase**

You'll also find the option to purchase licenses in the **Dialpad Admin Settings** > **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.

> [!NOTE]
> Note
> 
> Dialpad Support users do not get a direct Dialpad number to start, only an extension.
> 
> For them to make or receive calls, these agents will need to call from your Main Line or assigned Contact Center unless additional licenses are purchased (see below).
> 
> 
> 
> Dialpad Sell users do get a direct Dialpad number and can make and receive calls directly to their number. Dialpad Sell agents also have access to additional features like [Voicemail Drop](/v1/docs/voicemail-drop) and [Coaching Teams](/v1/docs/manage-a-coaching-team).

### Add direct number for Support users

Support users can use direct numbers, too.

To add a direct number:

1. Navigate to **Dialpad Admin Settings** > **Office**and select **Licenses**
2. Go to the **Add-ons** section and select**Purchase licenses**

![Purchase add-on licenses](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Purchase-add-on-licenses.png)
3. From the **Purchase license**window, enter the number of desired additional numbers and select **Next**
4. Review your updated overview and select**Confirm Purchase**

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

To assign a number to a user:

1. Navigate to **Dialpad Admin Settings** > **Office** and select**Users**
2. Find the user you want to add the number for and select **Options**
3. From the **Options** drop-down menu, select**Calling** >**Add phone numbers**

![Assign phone numbers to users](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Assign-phone-numbers.png)
4. Name the number (optional)
5. Select **Next** and review the invoice
6. 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.

To duplicate a Contact Center:

1. Navigate to **Dialpad Admin Settings** > **Contact Centers**
2. Choose the Contact Center that you want to duplicate and select **Duplicate**

![Duplicate a contact center](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Duplicate-contact-center.png)
3. From the Duplicate Contact Center window, enter this information for the new Contact Center:
  1. A new name for the Contact Center
  2. A description for the Contact Center
  3. Choose if all current users are included or just select users

> [!NOTE]
> Note
> 
> See [Agent Selection](/v1/docs/create-a-contact-center#agent-selection) if you only want to add certain users to the new Contact Center.

![Duplicate Contact Center confirmation window](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Duplicate-contact-center-window.png)
4. Select **Duplicate**
5. If you’re choosing certain agents, choose**Select agents & admins**
6. Select**Duplicate**
7. Select the agents, then select **Duplicate**

> [!NOTE]
> **Note**
> 
> If you're a Company Admin, you can duplicate the Contact Center across all offices.
> 
> If you are an Office Admin, you can only duplicate a Contact Center in the office where you are an admin.

Once duplication is complete, a Duplication successful banner displays with an option to take you to the new duplicated Contact Center.

![Contact Center duplication successful banner](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Duplication-successful-banner.png)

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.

### **Agent selection**

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

| **Include everyone** | This option will copy the agents, supervisors, and Contact Center admins assigned to the original Contact Center being duplicated. |
| --- | --- |
| **Choose who to include** | 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 users and admins when duplicating a Contact Center](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Select-users-when-duplicating-contact-center.png)

Select the agents, then select **Duplicate.**

### **Office parameters**

When duplicating a Contact Center *within the same office*, these setting aren’t duplicated:

- Numbers (DIDs)
- Fax numbers
- Verified numbers
- Integration settings

When duplicating a Contact Center *to another office*, these settings aren’t duplicated:

- Numbers (DIDs)
- Fax numbers
- Verified numbers
- Integration settings
- Customer IVRs
- Applied CSAT Surveys
- Call Dispositions
- Timezone
- Ring type

For information on managing your Contact Center, read [this article](/v1/docs/manage-a-contact-center).

## Assign Global Contact Center Settings page access

Use the [Global Contact Center Settings page](/v1/docs/global-contact-centers-settings) 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:

1. Navigate to **Dialpad Admin Settings** > **Office Settings**and select **Users**
2. Find your desired user and select **Options**
3. From the **Options** drop-down menu, select **Privileges**>**Give multi contact center settings access**

![Give multi contact center settings access](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Give-multi-contact-center-access.png)

> [!NOTE]
> Note
> 
> The **Give multi contact center settings******access** permission grants users a view-only experience. You must be an Office Admin to make changes on the Global Contact Center Settings page.