---
title: "Use the Enterprise Support Portal"
slug: "use-the-enterprise-support-portal"
tags: ["dialpad call center", "ai contact center", "Company Admins", "Dialpad sell", "Office Admins", "enterprise support portal", "Contact center admins", "ai sales"]
updated: 2026-04-08T16:03:31Z
published: 2026-04-08T16:03:31Z
---

> ## 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.

# Use the Enterprise Support Portal

Designed to provide deeper diagnostics into call quality, user devices, and SIP provisioning, our Enterprise Support Portal (termed **/es portal**) is a powerful tool in a Dialpad admin’s arsenal.

While many call analytics are [available within the Dialpad Admin portal](/v1/docs/analytics-charting-data), this tool is useful for viewing advanced analytics and conducting initial troubleshooting for jitter, latency, network issues, and device connectivity.

> [!NOTE]
> Who can use this
> 
> Dialpad’s Enterprise Support Portal is available to Dialpad Support and Dialpad Sell users on an Advanced or Premium plan, as well as our legacy Enterprise plan.
> 
> Contact Customer Care to enable the Enterprise Support Portal.

## Access the Enterprise Support Portal

To access the Enterprise Support Portal, go to [dialpad.com/es](https://dialpad.com/es) and select your Company link.

[Enterprise Portal](https://app.vidgrid.com/embed/U9MdS1Lg6s7b)

Here, you’ll see quick access links help manage your users, offices, shared lines, and more.

Plus you’ll see a list of all the **feature flags** that have been added to your account.

> [!NOTE]
> Dialpad Glossary | Feature flags
> 
> Feature flags are features that have the flexibility of being turned on or off at different levels, i.e. Company level (meaning everyone has access) vs user level.
> 
> To turn off an feature flag, simply select Remove. You can always check in with your Customer Success Manager or our support team if you’re unsure about a specific feature flag.

## View users

Let's start with the basics — looking up a list of all your users.

To view a list of your company's users, select **Users** from your company page.

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/es-portal-users(1).png)

Here, you'll see an overview of each of your Dialpad users, including key information such as:

- Company Admin
- Dialpad #
- [App versions](https://help.dialpad.com/v1/docs/en/use-the-enterprise-support-portal#view-devices-app-versions)
- Account state (Active, Pending, Invited, Deleted)
  - The *Pending*status only applies to the user who created the account, or to the first Dialpad user. All other new team member's account state will show as *Invited*until they become active.
- License type
- Contact Center status

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/es-portal-admin(2).png)

## View number assignments

Need to look up a list of all assigned numbers? Select **Dialpad #s** from your company page to see an overview of all your Dialpad numbers.

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/es-portal-dialpad-numbers.png)

### Search for a number

On your the Dialpad #'s page, you can search for a specific number assigned to your Company.

1. Navigate to **Dialpad # Lookup**
2. Enter the phone number in the search field (or filter by status, country or number type)![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/ES_Portal_number_lookup.png)

## View devices & app versions

Whether you want to check user devices, verify app updates, or review SIP registrations, you can find all that and more through our the **User Search**.

1. Select **Users** from your Company page
2. Navigate to **User Search**
3. From the overview tab, view the user's app version
4. Select an individual user to view their assigned devices and full user details

[user-view-es](https://app.vidgrid.com/embed/cgolqEAM6o6F)

> [!NOTE]
> Dialpad Glossary | App Version
> 
> native = mac or windows desktop app packaged_app = chrome app web or harness = logging into dialpad.com or dialpad.com/app
> 
> 
> 
> You can see other info such as **Platform** (what machine they’re using), **Version**, **Updated**, and **Registered**.

If you ever need to confirm the latest version of the Dialpad apps, be sure to [check our What's New section.](/v1/docs/whats-new-in-dialpad)

### **View SIP Registrations**

Once you’ve navigated to an individual user’s devices, you can check to make sure that each device is registered with our servers. This is particularly important for cases where users are reporting issues making or receiving calls.

Navigate to **User Devices** section and look up the app in question.![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/ES_Portal_user_devices.png)

Here's a quick cheat sheet to force re-registration on the other apps:

| **App** | **How to Push Registration** |
| --- | --- |
| Obihai/Polycom/SIP | 1. Select **Delete** next to User Device 2. Re-provision the phone (can be done by Admin or user) |
| Desktop Apps (Mac/Windows/Chrome) | 1. Select **Delete** next to User Device 2. Log out & back into desktop app |

> [!NOTE]
> Note
> 
> iOS, iPad, and Android devices don't show a registration timestamp in the ES Portal.

## View SMS Registration data

Access and view your SMS Campaign registration by going to **A2P** option on your ES Portal. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/es-portal-a2p.png)

On the A2P page, you can find details about your SMS Registration status, including your Brand and Campaign ID, registered numbers, message use cases and any reasons for rejection. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/A2P_registration-data.png)

## Check port status

You can view a list of all submitted port requests for your Company on the ES Portal by going to **Port Requests**.

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/es-portal-port-requests.png)

Check your porting status by batch ID, company, office, LNP ID, # of DIDs, port type, date modified, and date requested.

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/es-portal-port-requests(2).png)

## Proxy into a user's account

Need to take a closer look at a user’s account or help troubleshoot an issue? Proxying might be just what you need.

> [!NOTE]
> Notes
> 
> Reach out to your dedicated Customer Success Manager to enable this feature.
> 
> Proxying only allows access to users' accounts and web settings -- not to the web app or to any calls, messages, voicemails or recordings.

To proxy into a user's account:

1. Search for a user's profile in the**ES Portal**
2. Navigate to **Proxy User**
3. Select **Login Access**

[ES_Portal_Proxy](https://app.vidgrid.com/embed/LATBL0wzV5yq)

When proxying into a user’s account, admins can make changes like:

- A user’s name
- A user’s email address
- A user’s voicemail greeting

Any changes that are made in this state will be logged in the **Notes** section on a user page. You'll also see notes in a user's history when a Dialpad employee uses this proxy feature to debug an issue or verify settings in a specific user's account.

![Screen_Shot_2019-04-25_at_11.44.27_PM.png](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/screen_shot_2019-04-25_at_11.png)

## Bulk add users

Need to add more than one user at a time? Admins can bulk import their users through the Enterprise Support Portal.

To add multiple users

1. Navigate to the desired office
2. Navigate to **Add User via CSV**
3. Select **Choose File** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/add-users-CSV.jpeg)
4. Upload your CSV
5. Select Submit

## Swap or remove a number

Need to change a user or shared line number? You can change or remove a number from the ES Portal. Let's look at both options,

To swap a number:

1. Select a user or shared line
2. Navigate to **Dialpad #'s**
3. Select **Change**

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/es-portal-number-change.png)
4. Navigate to **Number Search on ES**
5. Enter a phone number, or area code
6. Select **Search** to find an available number
7. Select **Swap**

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/es-portal-swap-number.png)
8. Select **Ok** to confirm the changes

To remove a number:

1. Select a user or shared line
2. Navigate to **Dialpad #'s**
3. Select **Remove**

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/es-portal-remove-number.png)
4. Select **Ok** to confirm changes

An error message will show if you try to remove a number from a user or shared line that requires an assigned number. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/ES_Portal_remove_number.png)

> [!TIP]
> Tip
> 
> View a detailed history of number changes in the Changelog & Notes section of the ES Portal. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/ES_portal_number_assignment_history(1)(1).png)

## Edit extension

Using extensions? Use the ES Portal to update your user's and shared lines' extensions.

1. Navigate to **Extension**
2. Select **Edit**
3. Navigate to **Assign / Replace an extension**

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/ES_Portal_edit_extension.png)
4. Enter the desired extension
5. Select **Assign**

## Ringtone preference

Select the ringing sound your callers hear when they call your office.

Navigate to the Company page and select **Offices**. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/ES_portal_offices.png)

1. Select an office
2. Navigate to **Ringtone Preference**
3. Select a ringtone from the drop-down menu

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/ringtone_preference.png)
  1. Default
  2. Ring sound
  3. Music on Hold
4. Select **Set Ringtone Preference**

## Office call recording

You can also use the ES portal to investigate why a user's calls aren't being recorded.

> [!NOTE]
> Note
> 
> Reach out to your dedicated Customer Success Manager to enable this feature.

One way to determine why a user's calls aren't being recorded is to first verify when and who enabled call recording.

Why is this helpful? Well, it's possible that call recording was enabled for a particular user after the call in question, or another Admin may have changed the call recording settings for that user before to the call.

To access the call recording change log in the ES portal, navigate to the **Notes**section. You'll find all admin call recording changes listed there.

![image-20210917-152428.png](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-20210917-152428.png)

## Troubleshoot call quality

Your Enterprise Support Portal is a powerful tool to troubleshoot and investigate [call quality issues like jitter, delay, or one-way audio.](/v1/docs/call-quality-overview)

Let's take a look at all the ways you can troubleshoot call quality, starting with how to look up and investigate a call.

### View & investigate calls

Navigate to a user page and select **Calls** to pull up a rundown of all their placed and received calls in Dialpad.

[ES_Portal_call_quality](https://app.vidgrid.com/embed/oYxTSdogLCot)

From here, select the **ID**to be pulled into the specific call stats, where we'll display info like:

- Call Summary (who called who, how long was the call, what time, etc.)
- Call ID
- Target ( i.e. the user whose calls you’re investigating)
- Contact (i.e. the number or user that was contacted by the Target)
- Endpoint
- Direction (inbound or outbound)
- Started/Connected/Ended dates
- Description (call direction, time duration)

Sometimes call logs get deleted manually or due to a retention policy. You can view who and when the call log was deleted in the **Deletion status** column ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/ES-portal-call-logs(2).png)

If the person who deleted the call log is no longer active, their name will appear as anonymized.

> [!TIP]
> Tip
> 
> Click on Ratings from your Company page or your individual user page to pull a rundown of all the rated calls.

### Call events

Call events provide details about the call's status at various points during the lifecycle of the call. The call event details can be found at the bottom of the call summary. ![Call_Events_ES.png](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/10998107720219.png)

Admins and Supervisors can see reasons for call rejections, providing them with invaluable information on behavioral trends and staffing needs.

Rejection reasons can be:

| **Reason** | **Description** |
| --- | --- |
| **Reserved to another call** | When an agent becomes available for a Contact Center, then at the same time receives another Contact Center call fan out. |
| **No Available Endpoints** | The operator did not have any ringable app open (i.e no registered endpoints) and there was no configured forwarding number. The app includes chrome, native, and mobile app. |
| **Manually Declined** | The agent declined the call. |
| **Call Is Assigned To Another Operator** | When two operators come available at the same time, but the other operator takes the call. |
| **Call is After Hours** | A call received outside of the Contact Center's business hours. |
| **Call is a Spam** | The caller was identified as SPAM caller and was blocked. |
| **On a Call** | The call was rejected as the agent was already on a call. |
| **Do Not Disturb** | The call was rejected as the agent was in a DND state (available only for Departments). |
| **Ringing in Progress** | The call was rejected as the agent was already be rung out for another call. |

### View WebRTC status

Here's where you can troubleshoot your webRTC calls, including common call quality issues like jitter (choppy audio), delay, or one-way audio.

> [!NOTE]
> Note
> 
> WebRTC stats are only available for calls made on the desktop or web app. Calls made on a desk phone or mobile device will not generate WebRTC stats.

To view the WebRTC Stats,

1. Select a user or shared line
2. Select **Calls** on the user or shared line page
3. Select a call on the list
4. Select on **WebRTC Stats** next to the call ID
5. Select **View stats**

[ES_Portal_call_quality](https://app.vidgrid.com/embed/kXJgMkOOrRTH)

> [!TIP]
> Tip
> 
> Keep in mind that the info displayed here is being reported from the app's side.

### WebRTC Stats | Jitter

![Screen_Shot_2017-08-22_at_5.33.09_PM.png](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/screen_shot_2017-08-22_at_5.png)

This first graph displays the jitter buffering rates for your call. The **blue line** is the user experience (incoming packets) on his/her side of the call. The **red line** is the preferred jitter buffer automatically adjusted by WebRTC in Chrome. If the red line roughly tracks the blue line, call quality is good. If the blue line is **significantly higher** than the red line (packets are coming in quicker than they can be buffered) this means dropped packets and a choppy call.

### WebRTC Stats | Delay

![Screen_Shot_2017-08-22_at_5.37.01_PM.png](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/screen_shot_2017-08-22_at_5(1).png)

The second graph displays the round trip time (RTT) of your packets. RTT is the time a packet takes to travel from the client to our server and back. The horizontal axis is **time** **during the call**, while the vertical axis is the **round trip time**. From the example above, if we look at the steady state values we can see that at 100 seconds (a min or so in), the RTT is 71 milliseconds.

Here's a quick rundown of RTT values and what they mean in terms of call quality.

| **Time** | **Quality** |
| --- | --- |
| Less than 100ms | Good (not noticeable) |
| 100 to 200 ms | Acceptable |
| 200 to 300 ms | Bad |
| More than 300s | Unacceptable |

### WebRTC Stats | One-Way Audio

![One_Way_Audio.png](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/one_way_audio.png)

The third graph displays audio levels. The **blue line** (audio input) is the voice of the Dialpad user. The **red line** (audio output) is the other person the Dialpad user is talking to. Where you see spikes is where one or both users are speaking.

Take a look at the red line above—callers are experiencing one-way audio, this is how your graph will appear when investigating the call.

Now let's take a look at what a successful call example would look like:

![Screen_Shot_2017-08-22_at_5.45.27_PM.png](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/screen_shot_2017-08-22_at_5(2).png)

### Report call issues

When you need to report a call issue, the **Call Lookup** page provides the information you need to send to our support team:

1. **User ID** - This is the ID of the user experiencing call quality issues. Copy and paste the URL from their User Lookup page.
2. **Call Examples** - The more examples of poor call quality, the better (for troubleshooting purposes). Copy and paste the URL from the Call Lookup pages of the affected calls.
3. **To Number** - The number that received the inbound call. If this is your user, the **To Number** is their Dialpad number
4. **From Number** - The number that initiated the outbound call. If this is your user, the **From Number** is their Dialpad number. If not, the number will be listed in the Call Summary

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/es-portal-report-call.png)

You’ll also need to provide **Call ID**s for the impacted calls. Call IDs let Customer Care immediately locate and review the exact calls you’re reporting:

- Get the Call ID on the user's [**Calls** page in the ES Portal](/v1/docs/use-the-enterprise-support-portal#view-investigate-calls), or
- Get the Call ID from the [Call Journey](/v1/docs/using-call-journey#using-call-journey)

[Call-journey](https://app.vidgrid.com/embed/8CHAPC2z4b8o)

You’ll see the Call ID in the call journey details window:

![Call ID in call journey](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Call-ID-in-call-journey-EN.png)

> [!NOTE]
> Note
> 
> Call information is generally retained for 24–48 hours in Dialpad. If you [rate a call](/v1/docs/quality-of-service-dashboard#scoring-a-call) 1 or 2 stars after it ends, it is retained longer and is easier for Customer Care to investigate.

If Call IDs aren’t available, include as much of the following as you can for each example call:

- Date of call
- Time of call
- Approximate time during the call when the issue was experienced
- Was the call inbound or outbound?
- User/agent who reported the behavior
- Customer’s/Caregiver’s/Lead’s phone number

## Bulk Manage Extensions with a CSV

Manage extensions at scale across your entire organization by using a single CSV file to add, update, or clear extensions for Users, Rooms, Departments, Contact Centers, and Offices.

> [!CAUTION]
> Special permissions are required to use this feature
> 
> Please contact Dialpad Customer Care to set up the correct permissions for your account.

### CSV requirements

The system identifies the target (who gets the extension) and the value (the extension itself) based on a simple two-column CSV. Your CSV must contain the following headers.

| Header | Description |
| --- | --- |
| target_key | Identifies the target. You can use a Target Key, User Email, or a User/Room ID. To find the target key, open the target’s page in the ES Portal, and copy the value labeled “Key.” On User and Room pages, copy the value labeled “ID” instead. |
| extension | The Action. Enter the numeric extension to add/edit. Leave this blank to remove an existing extension. |

> [!WARNING]
> Validation rules
> 
> Headers must be exactly as shown above (all lowercase). Any additional columns in your file will be ignored.
> 
> Before processing, the system validates each row in the file. Only error-free rows are processed, and white spaces are not permitted.
> 
> - No duplicates: Don’t include duplicate target_key or extension values in the same file.
> - Target Must Exist: The target (User, Room, etc.) must be active in the system.
> - Format: Extensions must be numeric and comply with your company’s specific extension-length requirements configured on the company page..
> - Availability: The extension cannot already be in use by another target.

****Example CSV configuration****

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/example-csv-config.png)

To upload your CSV extension sheet, navigate to the desired Office in the Enterprise Support Portal.

1. Navigate to **Bulk Add, Edit or Remove Extensions via CSV**
2. Select **Choose file** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/choose-file.png)
3. Select the file
4. Select **Submit**
5. Review the validation summary
6. Select **Confirm**

This task runs in the background. You can safely leave the page, bookmark the URL, or return later to check the status. Once complete, the results page will provide a final summary of successful updates and any specific rows that failed during the final execution.

****Troubleshooting CSV upload errors****

The table below shows common CSV upload errors and how to resolve them.

| **Issue** | **Resolution** |
| --- | --- |
| Validation fails on headers | Ensure the headers are written in all lowercase. `target_key` and `extension` are the only accepted headers. |
| Target not found | Double-check the email or Target Key for typos or trailing spaces. |
| Extension length error | Ensure the number of digits matches your organization's required extension length. |
| Row ignored | If a row has an error, it is skipped. Correct the error in your CSV and re-upload only the affected rows. |

## Bulk activate devices with a CSV

Activate multiple devices at scale across your entire organization by using a single CSV file to add, update, or clear devices for users, rooms, Departments, Contact Centers, and Offices.

> [!CAUTION]
> Special permissions are required to use this feature
> 
> Please contact Dialpad Customer Care to set up the correct permissions for your account. Access should only be granted to Admins.

### CSV requirements

The system identifies the target (who gets the device) and the value (the device itself) based on a CSV file. Your CSV must contain the following headers.

****All Devices****

| **Header** | **Description** |
| --- | --- |
| mac_address | The MAC address of the device(s). This must be valid and unique. It is recommended to use lowercase or colon formatted characters. (e.g., aa:bb:cc…) |
| device_type | The device brand. They must be one of the following: - obi - sip - polycom - mini - audicodes - yealink - polyandroid - ciscompp - ata - dect - polyedge - mitel - dpmroom - grandstream |

****User vs. Room****

You must choose on of the following options for a user phone or a room phone.

| **Header** | **Description** |
| --- | --- |
| email | For User Devices. It must match an existing user email in the system. |
| room_name | The room name. For Room Devices only. The system will automatically create the room if it doesn't exist. |

****Room-specific and Optional Headers****

| **Header** | **Description** |
| --- | --- |
| room_local_or_tollfree | The local or toll-free number associated with the device. Required for Rooms. It must be local or toll-free. |
| phone_number | (Optional) Add this header if you need to assign a specific number to a room device. It must include international prefix (e.g., +1) and it must match the license type selected. |
| device_model | The device model. This is required only for Yealink devices. It must be one of: - T33P - T33G - T34W - T42U - T43U - T46U - T48U - T53 - T44W - T53W - T54W - T57W - T58W |
| serial_number | The device serial number. Required only for Grandstream devices. |

> [!WARNING]
> Success Factors
> 
> **License Counting**
> 
> If a Room device row has an error, the system still counts it against your available licenses during the validation step. Fix or remove failed rows to release these licenses before clicking confirm.
> 
> **Format Sensitivity**
> 
> Formatting is critical. Be mindful of the following
> 
> - **No Spaces**: Leading or trailing spaces in headers or cells will cause validation to fail.
> - **Case Sensitivity**: Use lowercase for MAC addresses in CSR to ensure searchability.
> 
> **Japan Offices**
> 
> Auto-assigned DIDs may fail for Japan-based offices (effective Aug 1, 2025). Workaround: Manually assign a number from the office’s reserved pool using the phone_number column.

To upload your CSV device sheet, navigate to the desired Office in the Enterprise Support Portal.

1. Navigate to **Bulk Add, Edit or Remove Extensions via CSV**
2. Select **Choose file**
3. Choose the file and select **Submit**
4. Review the validation summary
5. Select **Confirm**

This task runs in the background. You can safely leave the page, bookmark the URL, or return later to check the status. Once complete, the final results page provides a breakdown of successfully created devices and any individual row failures.

****Troubleshooting CSV device upload errors****

The table below shows common CSV upload errors and how to resolve them.

| **Issue** | **Resolution** |
| --- | --- |
| MAC address already in use | The MAC address is already assigned to another device. Use a unique value. |
| Email not found | The email provided does not match an existing user in the database. |
| Not enough room licenses | You have exceeded your license cap. Remove failed room rows or purchase more licenses. |
| Invalid device_type | Ensure the value is lowercase and matches the supported list exactly. |
| Row contains unexpected spaces | Use "Find and Replace" in the spreadsheet to trim all leading/trailing spaces from your data. |