--- title: "Failover in Dialpad" slug: "failover-numbers" description: "Failover Numbers are backup numbers that will allow you to still receive calls in rare case of an outage. " tags: ["Admin", "Failover number"] updated: 2026-02-10T20:51:11Z published: 2026-02-10T20:51:11Z --- > ## 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. # Failover in Dialpad Failover ensures callers can still reach your business in the rare case of a Dialpad outage. This allows you to maintain business and let customers know when they can reach you. > [!NOTE] > Who can use this > > All Dialpad users can add an individual failover number, and admins can add a failover for shared lines. Failover testing is available only to users on an [Enterprise plan](https://www.dialpad.com/pricing). Let's go over the details. How you set up failover depends on whether you are configuring it for shared lines or individual user lines. > [!NOTE] > Note > > Available options also depend on your plan. Admins can configure failover for these shared lines: - Main Line - Department - Contact Center ## Enterprise failover numbers To add a failover number to an office for users on an Enterprise license, go to your Dialpad **Admin Settings**. 1. Select **Office**> **Failover Settings** 2. Choose the desired phone line and select **Action** > **Configure** 3. Choose one of the following: - **Forward to a Number** (enter a PSTN number) - **Send to Voicemail** 4. Enter the failover number or voicemail message 5. Select **Save**[Configure Failover](https://app.vidgrid.com/embed/6BxFKuaS48G3) > [!NOTE] > Note > > The Failover Number must be a non-Dialpad PSTN number. Dialpad numbers can’t be used. ### Test the failover number To test that the failover number is configured, go to your Dialpad **Admin Settings**. 1. Select **Office**> **Failover Settings** 2. Locate the desired Department, Contact Center, or Main Line and select **Action** > **Test** 3. On the test verification page, select **Start Test** 4. Verify that calls are routed to your configured failover number[Test Failover](https://app.vidgrid.com/embed/ZPLasmuBGcMA) > [!TIP] > Tip > > We recommend running tests outside of business hours to minimize disruption. #### Stop a failover test Once you’ve verified that the failover number is configured properly, be sure to end the test. To end a failover test, go to your Dialpad **Admin Settings**. 1. Go to **Office** > **Failover Settings** 2. Locate the Department, Contact Center, or Main Line being tested (marked with a red **X**) and select **Action** > **Test** 3. On the test verification page, select **Stop Test**[Stop Failover Test](https://app.vidgrid.com/embed/l6NVFVVxxW33) ### Removing a failover number To remove a failover number, go to your Dialpad **Admin Settings**. 1. Navigate to **Office Settings**> **Failover Settings** 2. Locate the desired Department, Contact Center, or Main Line and select **Action** > **Remove** ![A view of the Failover Settings in Admin Settings. The option to remove a failover forwarding number from a department is highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Remove Failover - Enterprise.png) ## Pro & Standard failover numbers Admins can configure failover for shared lines manually on each Contact Center or Department, using a PSTN number. To add a failover number for Pro or Standard license users, head to your Dialpad **Admin Settings**. 1. Select the Contact Center or Department you want to configure 2. Go to **Advanced Settings** 3. Under **Contact Center Failover Number** or **Department Failover Number**, enter a non-Dialpad (PSTN) number 4. Select **Validate**[Add Failover Number - Non-Enterprise](https://app.vidgrid.com/embed/6I0oM07Ab0y2) > [!NOTE] > Note > > The Failover Number must be a non-Dialpad PSTN number. Dialpad numbers can’t be used. Failover testing isn’t supported on Pro or Standard plans. ### Removing a Failover Number To remove a failover number for users on Pro and Standard licences, go to your Dialpad **Admin Settings**. 1. Select the Contact Center or Department you want to configure 2. Go to **Advanced Settings** 3. Under **Contact Center Failover Number** or **Department Failover Number**,****select **Remove Failover Number**[Remove Failover Number - Non-Enterprise](https://app.vidgrid.com/embed/TxTJ7PIdT17p) ## Individual user lines For individual users, Dialpad automatically uses the last verified forwarding number as the failover number. You can add up to five forwarding numbers, but only the most recently added one will be used in an outage. To add a forwarding number, go to **Your Settings**. 1. Go to **Your Devices** 2. Select **Add New** > **Add a Forwarding Number** 3. Enter the number and select **Verify** Once verified, this number becomes your failover destination.[Add Forwarding Number - Individual](https://app.vidgrid.com/embed/6ZsPRqbldjTH) > [!NOTE] > Note > > When you enter your mobile number during the initial Dialpad app setup, it’s automatically saved as both your forwarding number and your default failover destination. ### Removing a failover number To remove a failover number for individual users, go to **Your Settings**. 1. Go to **Your Devices** 2. Locate the desired number and select **Remove** ![The Your Settings page shows the Your Devices section. The option to remove a forwarding number is highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Remove Failover Number - individual.png) ## Failover voicemail All lines have an automatic failover voicemail. The default message is: “No one is available to take your call. Please leave a message after the tone.” > [!NOTE] > Note > > **Pro & Standard + Individual users**: Can’t edit the default voicemail failover message. > > **Enterprise customers**: Can edit and customize the voicemail failover message. If a failover number is set to a PSTN destination, that will take priority over voicemail. Messages left during failover are stored in the voicemail box of the impacted line (e.g., Contact Center, Department, or individual user). They can be retrieved in the same way as any other voicemail: - From the Dialpad app (Voicemails tab) - From the email notification (if voicemail to email is enabled) - From the Dialpad Admin dashboard, for shared lines ## Call queue failover In the event of a severe outage, contact center agents and department/main line operators receive inbound calls to those shared lines in the Dialpad failover app. The failover app provides basic, limited functionality for inbound calls to Contact Centers, Departments, and mainlines. The failover app functionality includes: - Agents can set their availability to **On Duty** or **Off Duty** - Call routing is handled by the longest-idle call wait time - Use on the desktop and web apps For minor availability issues, the standard failover process is followed. The table below highlights the failover methods for Dialpad based on the outage severity: | **Affected Line** | **Minor Outage** | **Severe Outage** | | --- | --- | --- | | **Individual Line** | Standard Failover | Standard Failover | | **Contact Center/Office Main Line/Department Line** | Standard Failover | Call Queue Failover | When failover is enacted, a banner displays in the Dialpad app telling users that Dialpad is experiencing an outage. The failover app opens in a new window, while the main Dialpad app remains open in a degraded state. When service is restored, the failover app notifies users. The Dialpad app is restored and calls are routed through the main Dialpad app again. > [!NOTE] > Note > > For call queue failover to operate properly, you must allow these domains: > > - ***.twilio.com** > - ***.twil.io** > > Call queue fail over only works for inbound calls made to queues with a DID and assigned operators/agents. ## Set a failover number for a shared line To set a failover number for a shared line (Contact Center, Department or Mainline), go to the Dialpad Admin Settings. 1. Navigate to the shared line (Contact Center, Department or Mainline) 2. Select **Advanced Settings** 3. Navigate to Failover Number 4. Enter the non-Dialpad number 5. Select **Validate**![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/validate-failover.png) To remove a validated failover number, select **Remove Failover Number.** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/remove-failover-number.png) ## Test call queue failover number 24 hours after a failover number has been set for a shared line, it can be tested. Before testing, ensure the following domains are whitelisted in your firewall setup: *.twilio.com *.twil.io To test a failover number for a shared line (Contact Center, Department or Mainline), go to the Dialpad Admin Settings. 1. Navigate to the shared line (Contact Center, Department or Mainline) 2. Select **Advanced Settings** 3. Navigate to **Call Queue Failover Number** 4. Select **Test Call Queue Failover** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/test-cc-failover.png) 5. Select **Start Test** If you need to stop the test while it is running, select **Stop Test.** ## Related - [Forwarding Number FAQs](/forwarding-number-faqs.md) - [Add a Forwarding Prompt](/add-a-forwarding-prompt.md) - [Manage a Main Line](/manage-a-main-line.md) - [Create a Department](/create-a-department.md) - [Manage a Contact Center](/manage-a-contact-center.md)