Manage a Contact Center
  • 28 Sep 2023
  • 5 Minutes to read
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Manage a Contact Center

  • Dark
  • PDF

Article Summary

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

Let's take a look at how you can set your team up for success to provide the best possible service. 

Purchase contact center licenses

Before you can assign users as Agents or Reps to a Contact Center, you'll need to purchase either Ai Contact Center or Ai Sales licenses for all users.

From, head to your Admin Settings 

  1. Navigate to Office
  2. Select Licenses
  3. Select Purchase Licenses
  4. Enter the number of Contact Center licenses you'd like to purchase
  5. Select Next
  6. Review your updated billing overview
  7. Select Confirm Purchase

You'll also find the option to purchase licenses in the 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.


Ai Contact Center users do not get a direct Dialpad number to start, only an extension. In order for them to make or receive calls, those agents will need to call from your Main Line or Contact Center they are assigned to unless additional licenses are purchased (see below).

Ai Sales users do get a direct Dialpad number and can make and receive calls directly to them. Ai Sales agents also have access to additional features like Voicemail Drop and Coaching Teams.

Add direct number for contact center users

Contact Center users can use direct numbers, too.

To add a direct number, first, head to your Admin Settings from

  1. Navigate to Office
  2. Select Licenses
  3. Navigate to the Add Ons section
  4. Select Purchase licenses
  5. Enter the number of desired additional numbers
  6. Select Next
  7. Review your updated overview
  8. Select Confirm Purchase

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

Navigate to your Office Settings. 

  1. Select Users
  2. Select Options beside the name of the User
  3. Select Calling
  4. Select Manage Phone Numbers
  5. Select Add a Number
  6. Name the number (optional)
  7. Review the overview and select Add Number

Assign agents & admins

Assign users as Agents to make and receive calls in the Contact Center. Agents can also be granted Contact Center Admin or Supervisor privileges.

Business hours 

In the Business Hours & Call Routing section, define when the Contact Center is open and closed as well as how calls are handled. You can also set the Contact Center's time zone.

Choose for the Contact Center 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.

Dialpad Ai

Set up Dialpad Ai in the Contact Center to start automatically, turn on or off at the discretion of Agents, and show real-time transcripts when a call or conference begins.

Head to your Admin Settings at

  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.


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

CSAT surveys

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

Dashboard &alerts

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

Advanced settings

Take even more control of your Contact Center with our Advanced Settings options. 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 assign calls to specific agents or themselves
  • 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 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 
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.

Spam prevention

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

Retention policy

Remove or update your Contact Center's retention policy.

Hold queue greeting

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

First, head to your Admin Settings at

  1. Select Ai Contact Centers
  2. Select the Contact Center
  3. Navigate to Call Routing 
  4. Edit Call Routing  
  5. Navigate to Hold Queue 
  6. Navigate to Hold Greeting 
  7. Upload your new custom greeting or record one within Dialpad

IVR and voicemail language settings

Set the IVR and Voicemail Language

You can choose between Chinese, English (Australia, United Kingdom, or the United States), French (Canada or France), German, Japanese, Portuguese, Spanish (Spain or Mexico), Italian, or the Office default.

To learn more about Contact Centers, visit this Help Center Hub.

Contact center administrator settings

Choose who can update an Agent's global status. Office and Company Admins can enable Contact Center Supervisors and Contact Center Admins the ability to change their Agent's global status.

First, head to your Admin Settings at

  1. Navigate to Office Settings
  2. Navigate to Contact Center Administrator Settings
  3. Check the desired boxes to enable the permission 

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

Administrator Settings can also be applied to specific Contact Centers. 

To update Contact Center Administrator permissions on an individual Contact Center level, head to your Admin Settings at 

  1. Navigate to Ai Contact Centers
  2. Select the Contact Center
  3. Navigate to Advanced Settings 
  4. Navigate to Admin and Supervisor Settings
  5. Check the desired boxes to disable/enable the permissions 

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 at 

  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 the Supervisor Call Assignments feature in this Help Center article.

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.

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 do not want your Agents to receive the audible notification, you will need to manually uncheck the box beside Enable agent audible notification.

To enable the audible notification, head to your Admin Settings at 

  1. Navigate to Office Settings
  2. Navigate to Agent Audible Notification for Off-Duty Status
  3. Check the box to enable the notification 
The audible notification will only play if you are not actively in the app (i.e. it is not minimized).

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