Create & Manage a Department
  • 07 Feb 2024
  • 3 Minutes to read
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Create & Manage a Department

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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 Dialpad.com

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

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

You can then add an abbreviation, as well as local, toll-free, and fax numbers and select your IVR and voicemail language settings.

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

Duplicate a Department

As your team scales, easily duplicate existing Departments to speed up the creation process and ensure parity between departments. 

Duplication allows your customizations (think routing settings or custom moments) to be carried over to the new Department without manually updating it at the time of creation. 

To duplicate a Department, head to your Admin Settings from Dialpad.com 

  1. Select Departments
  2. Choose the desired Department
  3. Select Duplicate
  4. Name the new Department
  5. Write a Department description (optional)
  6. Choose which office the Department will be located in
    1. Duplications can be done throughout different offices
  7. Select which operators you’d like to include
    1. Choose to keep the same operators as the existing Department
    2. Choose new operators
  8. Select Duplicate

That’s it! Your new Department is created, and you’ll be taken to its settings page. 

Delete a Department

Need to delete a Department? No problem. 

First, head to your Admin Settings at Dialpad.com

  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 

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 Dialpad.com

  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 Dialpad.com

  1. Navigate to Departments
  2. Select the Department
  3. Navigate to Business Hours and Call Routing
  4. 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.

iver_and_voicemail_language.png

Dialpad Ai

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

Integrations

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

  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. These settings are specific to this Department only. 

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

Enable or update features such as:

  • Listen In & Barge Calls
    • Available only to users with Admin-level permissions through an Ai Sales or Contact Center license on the Pro or Enterprise plan
  • Operator Access Settings
    • Allow operators to access their own call recordings and summaries for calls within this department
    • Allow operators access to all call recordings and summaries for calls within this department
    • Allow operators to be able to delete calls, recordings, voicemails, transcriptions and other call-related data for their own calls within this department
    • Allow operators to be able to delete calls, recordings, voicemails, transcriptions and other call-related data for all calls within this department
  • Call Waiting (for Operators)

    • When enabled, the incoming call will ring to all operators, even if they are already on a call
    • When disabled, the incoming call will ring only to available operators

Note:

Call waiting can be enabled on the Main Line and Departments and only applies when you select Simultaneous Routing.

If you don't see the call waiting option in your Admin Settings, please reach out to our Support Team to enable this feature.


Working as a Department Administrator

Department Administrators can monitor live calls, update their operator's DND status, and so much more.

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


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