Manage a Contact Center

Get the most out of your Contact Center by customizing your settings and preferences.

Each Contact Center can have its own routing rules, agents, and so much more.

Let's dive in to the details.

Allow supervisors and admins to change agent status

Use the Contact Center Administrator Settings to decide who can update an agent's global status. Office and Company Admins can grant Contact Center Supervisors and Admins the ability to adjust their agents' global statuses, ensuring better control and flexibility for managing availability.

To grant agent global status changes, head to your Dialpad Admin Settings.

1. Navigate to Office Settings

2. Navigate to Contact Center Administrator Settings

3. Check the boxes to enable the permission(s)

   

By default, these permission settings are enabled for Contact Center Admins and disabled for Contact Center Supervisors.

Agent global status update permissions can also be applied to specific Contact Centers.

To set agent global status update permissions on an individual Contact Center level, head to your Dialpad Admin Settings.

1. Navigate to Contact Centers

2. Select a Contact Center

3. Select Advanced Settings

4. Navigate to Admin and Supervisor Settings

5. Check the boxes to disable/enable the permissions

   

Audible notification for off-duty status

Office Admins can choose to provide Contact Center Agents with a continuous audible notification when they are set to Off-Duty for missing or rejecting a Contact Center call.

This setting is enabled by default — if you don’tt want your agents to receive the audible notification, you need to manually uncheck the box beside Enable agent audible notification.

To enable the audible notification, head to your Dialpad Admin Settings.

1. Navigate to Office

2. Select Office Settings

3. Navigate to Contact Center Administrator Settings

4. Navigate to Agent Audible Notification for Off-Duty Status

5. Check the box to enable the audible notification

   

Note

The audible notification will only play if you are not actively in the app (i.e. it is not minimized).

Global Contact Center Settings

While each Contact Center has its own settings, there are some things you can apply in bulk, to all Contact Centers within your office.

Access your Global Contact Center Settings by selecting Contact Centers from your Admin Settings.

Here, you can manage and create Contact Center holidays, determine agent available and busy state settings, and configure call recording backup settings.  

Note

Only Office Admins can give Contact Center Admins and Supervisors permission to edit and view the Global Contact Center Settings page.

Without the permission to edit Multi Contact Center Settings, Contact Center Admins and Supervisors can only view the Global Contact Centers Settings page.

Set available and busy state preferences

Choose whether you'd like your agents to remain available or busy when they are receiving or placing direct calls (or while they are in a meeting).

To set your agent state preferences, navigate to your Global Contact Center Settings and check the box beside the scenarios when you don't want your agents to be rung.

If you don't select any options, the agent's state will remain available when on personal, coaching team, office, or department calls; or if in a meeting.  

Let's look at the differences between the available and busy states.

• Available — When an agent's state is available, they can still receive direct and Contact Center calls. If they ignore a Contact Center call while available, they will be put into an Off-duty state.

  • This lets you prioritize Contact Center calls over all other calls.

• Busy — When an agent is in a busy state, they are unable to receive a Contact Center call until they revert into an Active state. This state will not allow for wrap-up, or dispositions, and upon the termination of a call, the agent will immediately revert to an Available state.  

  • This lets agents handle other calls outside of Contact Center calls but is trackable in analytics and accurately reflects the agent's activity.

IVR and voicemail language settings

Set the IVR and Voicemail Language for your Contact Center.

You can choose between Chinese, Dutch (Nederlands), English (Australia, United Kingdom, or the United States), French (Canada or France), German, Japanese, Mandarin, Portuguese (Brazil or Portugal), Russian, Spanish (Spain, Latin America or Mexico), Italian, or the Office default.

Assign Contact Center users

Once you've purchased Contact Center licenses, it’s time to assign users as agents so that they can make and receive calls in the Contact Center.

Agents can also be granted Contact Center Admin or Supervisor privileges.

Set Contact Center business hours

In the Business Hours & Call Routing section, define when the Contact Center is open and closed and how calls are handled.

You can also set the Contact Center's time zone, create holidays and set holiday hours to determine what happens on special days.

Hold queue greeting

Improve your Contact Center's ambiance by adding a queue greeting.

First, head to your Admin Settings.

1. Select Contact Centers

2. Select the desired Contact Center

3. Select Business Hours and Call Routing

4. Navigate to Call Routing

5. Select Edit Call Routing  
   

6. Navigate to Hold Queue

7. Navigate to Hold Greeting

8. Upload your new custom greeting or record one within Dialpad
   

Whisper Message Greeting

Use a Whisper Message Greeting to play a recorded message to your agents before they answer a call. This message is audible only to the agent and provides helpful context about the incoming call. It’s commonly used to inform agents about the Contact Center the call is routed from or the language the caller may be speaking — this is helpful if you’re using our Auto Answer feature.

To enable and set a Whisper Message Greeting, head to your Admin Settings.

1. Select Contact Centers

2. Select the desired Contact Center

3. Select Business Hours and Call Routing

4. Navigate to Call Routing

5. Select Edit Call Routing  
   

6. Navigate to Incoming call whisper message

7. Check the box beside Enable Whisper
   

8. Upload or record your Whisper Message

Notes

If Auto Answer is enabled, the whisper message will play immediately after the auto-answer beep. Currently, there is no option to disable the beep in favor of the whisper message; the beep will always play first, followed by the whisper.

Additionally, if both features are enabled, the whisper message and the call recording announcement will overlap.

Turn on Dialpad Ai

Choose if you’d like Dialpad Ai to start automatically and show real-time transcripts when a call or meeting begins. You can also determine if you want your agents to be able to turn it on or off.

From your Dialpad Admin Settings:

1. Navigate to Contact Centers

2. Select the desired Contact Center

3. Navigate to Dialpad Ai

4. Check the Turn on Ai for this Contact Center box
   

You'll also see the options to allow individual users to start and stop Ai during their calls, and to show transcriptions the moment a call starts.

Real Time Assist Cards and Custom Moments are also noted in this section.

Manage integrations

Enable, disable, and configure integrations on Dialpad for the Contact Center from your Dialpad Admin Settings.

CSAT surveys

Customer Satisfaction (CSAT) surveys are created by Company or Office Admins in Office Settings, and can be applied to a Contact Center in it’s CSAT Survey section.

Spam prevention

Just like individual users, Contact Centers are able to turn on spam-blocking settings for their calls.

Remove or update your Contact Center's retention policy.

Dashboard and alerts

Set and manage alerts for your Contact Centers, visible from your dashboard and distributed via Dialpad message or email.

Advanced Settings

With our Advanced Settings options, you can take even more control of your Contact Center — these settings are specific to this Contact Center only.

Make adjustments to:

• Admin and Supervisor Settings

  • Disable the ability for admins and supervisors to listen in on calls

  • Disable the ability for supervisors to change agent's DND status

  • Allow supervisors to see details of scorecards for this Contact Center when calls are graded by someone else

  • Allow supervisors to assign calls to specific agents or themselves

    

Note

You must be an Office or Company Admin in order to enable access to graded scorecard details for Admin and Supervisors.

• Agent Settings

  • Turn on post-call wrap-up

  • Let agents know when a supervisor is listening in on their calls

  • Turn on call waiting for agents

    • Only applicable on outbound calls

  • Allow agents to view the Contact Center’s live call dashboard

  • Allow agents to view the duty status duration of other agents within this Contact Center

  • Allow agents to change their availability within the Contact Center

  • Allow agents to access their own call recordings and summaries for calls within the Contact Center

  • Allow agents access to all call recordings and summaries for calls within the Contact Center

  • Allow agents to be able to delete calls, recordings, voicemails, transcriptions and other call-related data for their own calls within the Contact Center

  • Allow agents to be able to delete calls, recordings, voicemails, transcriptions and other call-related data for all calls within the Contact Center

  • Require agents to add Voicemail Resolution Notes

    

Note

By default, agents cannot access, manage, or delete Contact Center call recordings or call data. Agent settings apply to all agents within the Contact Center and cannot be specified on an individual basis.

• Inbound and outbound Automatic Call Recording

  • Choose which calls you want to be recorded (inbound, outbound or all)

  • Choose to record the agent’s screen

  • Select the call recording greeting

    

Supervisor call assignment

Connect callers to the right agents and help supervisors manage long queues by enabling Supervisor Call Assignments.

To enable Supervisor Call Assignment, head to your Admin Settings.

1. Navigate to Contact Centers

2. Select the Contact Center

3. Navigate to Advanced Settings

4. Check the box beside Allow supervisors to assign calls to specific agents or themselves

   

Learn more about using Supervisor Call Assignments in this Help Center article.

Tip

The ability for Supervisors to selectively assign calls is enabled at the individual Contact Center level — you don’t have to enable it for all Contact Centers.

Allow agent availability control

Don't want your agents to be able to set themselves as unavailable while on duty? No problem!

To enable or disable agent availability control, head to your Admin Settings.

1. Navigate to Contact Centers

2. Select the desired Contact Center

3. Select Advanced Settings

4. Navigate to Agent Settings

5. Check or un-check the box beside Allow agents to change their availability within the contact center

   

When this setting is turned off, the agent's availability toggle will be unavailable.

Notes

1. This setting only affects agents in this Contact Center.

2. This setting is turned on by default. If you'd like to block the agent's ability to set themselves to DND, you must turn off this setting.

Auto answer

Use Auto Answer to have Dialpad automatically answer incoming Contact Center calls.

When a call is auto-answered, agents will hear an audible alert to let them know they’re connected.

To enable or disable auto-answer, head to your Dialpad Admin Settings.

1. Navigate to Contact Centers

2. Select the desired Contact Center

3. Select Advanced Settings

4. Navigate to Call Settings

5. Check the box beside Enable auto answer

   

Notes

Auto Answer is supported on our desktop and browser apps, as well as on Polycom and Yealink handsets.

If Auto-Answer is enabled and an agent is only available via the mobile app, the agent will be put into an off-duty state when a call tries to answer via the mobile application.

Auto answer only works for inbound Contact Center calls. When an agent is on a personal outbound call and a call center call comes into the queue, the call will not be presented to the agent on the outbound call, it will wait in queue for the next available agent.

Auto Answer is not supported when “Call waiting for Agents” setting is enabled.

Tip

For optimal performance, enable Wrap-up time for your Contact Center agents. Back-to-back calls without a break can lead to issues—even a short 10-second wrap-up period helps prevent problems!

Missed calls limit

Set a Missed Calls Limit to determine how many calls your agents can miss before they’re automatically switched off-duty.

To set a Missed Calls Limit, head to your Dialpad Admin Settings.

1. Select Ai Contact Centers

2. Select the Contact Center

3. Select Advanced Settings

4. Navigate to Missed Calls Limit

5. Select how many calls you’ll allow your agents to miss before they’re set to off-duty

   

Notes

If a Missed Calls Limit has been set at the Office-level, your Contact Center will automatically inherit the Office’s Missed Calls Limit — meaning you will not be able to customize it for an individual Contact Center.

Tip

When Missed Calls Limit and Callbacks are both active, incoming callbacks will be routed to agents before being offered to the caller.