Desk Phones FAQs

We know that desk phones can be a bit of a confusing topic, and we're here to help. 

Let's go through some common questions.

Can I use any SIP phone with Dialpad, even if it isn’t a recommended device?

We really don't recommend it and would prefer it if you didn't. Why? Because it will negatively impact the end-user experience and compromise your security. While there are a number of SIP-based IP phones on the market that may end up being compatible with Dialpad’s service, our own team has not verified nor tested these devices. That means there’s no way to ensure that you’ll get the exact experience you’re after, or be able to use all of Dialpad's amazing features. Be aware that third-party open SIP devices are considered insecure and we cannot permit international calling or e911 services on them. 

Can I take my desk phone to another provider?

It'll depend on where you bought it. 

Deskphones purchased from Dialpad can be brought to another provider, but keep the following in mind:

1. Each device will need to go through a customization procedure
2. This procedure must be done by theCustomer Care Team and takes 1-3 business days.

Devices bought from a third party can be used with any other provider with a factory reset. 

Can I add different firmware on a desk phone purchased through Dialpad?

No, not at this time. 

How come some features outlined in my phone's manual are not working?

Dialpad uses a custom configuration on Obihai/Polycom phones — this means that some features are "locked down" and are not available with our configuration.

Not all features on the phone are available when registered on the Dialpad platform. The features will be overwritten by the configuration server. Attempting to change these features will cause a reboot, and, the features will not be provisioned.

For example, programmable keys need to be provisioned as speed dial keys. If you add the name and number, the server will not overwrite. If you try to set one up as a transfer, the feature will be overwritten when the server cycles.

Can I change the time format on my desk phone?

Yes, to switch your device's time format from 24-hour to 12-hour, please contact our Customer Care team.

Can I initiate a call from my Dialpad app and continue it on my desk phone?

Yes! If you have a connected desk phone, go to your Dialpad app settings, navigate to Hardware Settings, and select your desk phone from the drop-down menu. 

Then, under the deskphone name, enable the toggle for Default audio device for calls.  

Now, when you place a call from the Dialpad app or CTI, it will go through the selected desk phone.

Why can't I set DND on room phones?

DND settings are not yet available for room phones.