Manage a Department

Get the most out of your Department by customizing its settings and preferences. 

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

Let's dive into the details. 

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.

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

• Automatic Call Recording

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.