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.

To assign a user as an operator in a Department, head to your Admin Settings.

1. Select Departments

2. Select the desired Department

3. Navigate to Assigned Operators & Phones

4. In the Operators tab, enter a name in the Add people from your team field

5. Select the user from the drop-down menu

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.

To set up your business hours and call handing settings, head to your Admin Settings.

1. Select Departments

2. Select the desired Department

3. Select Business Hours and Call Routing

4. Choose for the Department to take calls 24/7, or set it to receive calls only during IVR and Voicemail Language settings that callers hear.
   

You can choose:

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.

1. Select Departments

2. Select the desired Department

3. Select Integrations

4. Navigate to the desired integration and select Options to 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.

To customize your advanced setting, head to your Admin Settings.

1. Select Departments

2. Select the desired Department
   

3. Select Advanced Settings and enable or update features, such as:

   Listen In and Barge Calls	Available only to users with Admin-level permissions through an Dialpad Sell or Dialpad Support 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. Note Call waiting can be enabled on the Main Line and Departments and only applies when you select Simultaneous Routing. If you don't see the call waiting option in your Admin Settings, reach out to our Customer Care Team to enable this feature.
   Automatic Call Recording	Available to users with Admin-level permissions on the Pro or Enterprise plan.

Working as a Department Administrator

Department Administrators can monitor live calls, update their operator's DND status, and more.

Learn about working as a Department Admin in this Help Center article.

Frequently asked questions

Can I download my recorded greetings?

The ability to download recorded greetings is currently available through an Early Adopter Program. To try this feature, please contact your Customer Success Manager.

After uploading a Welcome Greeting or Hold Queue Greeting, select the download icon. Once downloaded, you can upload the same greeting to another Department without needing to re-record it.