---
title: "Working as an Operator"
slug: "working-as-an-operator"
description: "Learn what you can do to your calls as an Assigned Operator. "
tags: ["call waiting", "call routing", "ivr ", "assigned operators", "receive calls"]
updated: 2026-03-31T13:37:37Z
published: 2026-03-31T13:37:37Z
---

> ## 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.

# Working as an Operator

Operators assigned to a [Department](/v1/docs/create-manage-a-department) are able to interact with callers in real-time, answering questions and offering assistance efficiently.

Let's take a look at working as an Operator in Dialpad.

> [!NOTE]
> Who can use this
> 
> Agents can work as an Operator once they have been [assigned to the Department](/v1/docs/assign-operators-to-departments) by their Admin.

## Answer a call

To answer a Department call, you'll need to set your status to Active.

![Set Active status as a department operator](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Department-operator-active-status-EN.png)

Answer calls from within the Dialpad app, or by using the floating notification — simply click **Accept,** and you'll pick up on behalf of the Department.

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

Departments ring out to Operators based on the [routing rules](/v1/docs/set-call-routing-rules-for-departments) set by the Department's Admin(s). If no Operator answers, the call gets moved into the [hold queue](/v1/docs/set-call-routing-rules-for-departments#hold-queue) or a [fallback option](/v1/docs/set-call-routing-rules-for-departments#fallback-options).

Keep in mind that you cannot block a number as an Operator; only an Admin may [block a number for a Shared Line](/v1/docs/block-a-number).

## Call waiting

[If enabled by your Department Administrator](https://help.dialpad.com/docs/create-manage-a-department#advanced-settings), Department lines can feature call waiting. All Operators must be busy in order for a call waiting to appear. You'll have the following options:

- **Accept**: Puts the first caller on hold while you interact with the second
- **Merge**: Joins both first and second caller on an active call
- **Decline**: Sends your second incoming call directly to your voicemail

Click the desired option, and Dialpad will take care of the rest.

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

> [!NOTE]
> Note
> 
> Accept-Merge is currently only available through your desktop app.

## Place a call

Operators can place calls using the Department's number instead of their own direct number.

To call from a department number:

1. Select **Make A Call** (that's the phone icon)
2. Click the drop-down menu beside your name
3. Select the desired Department's number
4. Both primary and secondary numbers belonging to this Shared Line can be used to place outbound calls![Outbound department call](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Outbound-department-call.png)

That's it, you're good to go! Enter the phone number and complete the call.

Your caller ID will remain set as that department until you change it again.

## Transfer call

Operators can transfer calls to another Shared Line or person.

1. Select **Transfer**
2. Enter a name or number to transfer the call to

![Select name or number for call transfer](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Call-transfer-enter-name.png)

> [!NOTE]
> Note
> 
> By default, only internal contacts are shown. To include external contacts, check the**Include External Contacts** box.
> 
> ![Include external contacts in call transfer](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Call-transfer-include-external%20contacts.png)

1. Select **Ask First** or **Transfer Now**![Department call transfer](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Department-call-transfer.png)

Recipients of a transferred call will have the option to answer or decline.

When a call is transferred between multiple Departments, the incoming transfer will display only the Department name that the call is being directly transferred from, not the details of previous transfers.

> [!NOTE]
> Notes
> 
> Calls can only be warm transferred to a Contact Center or a Department if they already have an assigned number.
> 
> 
> 
> Calls cannot be transferred to Off Duty operators.

> [!WARNING]
> Tips
> 
> **Transfer now**
> 
> When an operator makes a blind transfer to another available operator on the same Department, the call goes straight to that operator and keeps the same Department line settings.
> 
> 
> 
> When an operator blind transfers a call to another operator in a different Shared line (Contact Center, Coaching team, Department, or Main line), the call will follow the settings of that Shared line. If the receiving operator is unavailable, the call will go to that Shared line's voicemail.
> 
> 
> 
> **Ask first**
> 
> When an operator makes a warm transfer to another available operator on the same Department line, the call will keep the Department line's settings. But when warm transferring to a different Shared line (Contact Center, Coaching team, Department or Main line), the call will follow the settings of the receiving Shared line.

## Send a message

Operators can send and receive messages from the Department they're assigned to.

During an active call, type your message into the text box and select **Send**.

![Sending a message in an active department call](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Messages-in-a-department-call.png)

## Search contact

Search for a known caller who's contacted your Department.

From the Dialpad app, select **Search**

Enter a name or number, and you'll see a color tag and department name.

![Contact list for Claudia Aguirre with various roles and contact details displayed.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Dept-search-contact.png)

## Department inbox

Department inbox displays the hold queue, live calls, Operators, new notifications, missed calls, voicemails, all notifications, recordings, interactions flagged as spam, and faxes.

![Department inbox](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Department-inbox(4).png)

## Hold queue

Operators can see a list of all calls awaiting an Operator to pick up and how long callers have been on hold for.

From the Dialpad app, select **Hold Queue**.

![Department hold queue tab](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Department-hold-queue-tab.png)

Select **Refresh**to update the view at any time.

Ask your Department Admin to [customize the hold queue](/v1/docs/set-call-routing-rules-for-departments#hold-queue).

## Enable email notifications

To enable your Department email notifications, head to your **Admin Settings** from**Dialpad.com**

1. Select **Departments**
2. Select the desired Department
3. At the top of the page, choose how you'd like to receive notifications in addition to the types of notifications this Department shares with you.

![Notification settings for a department operator](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Department-operator-notification-settings-EN.png)

Operators must enable or disable email notifications manually; the setting depends on each Operator, not what a Department Admin selects.

## Active status

Use your Active toggle to determine if you want to allow inbound calls on your Department's line.

When you are set as Active, you can receive inbound Department calls. If your Active toggle is off, you'll only receive inbound calls on your personal line, not the Department.

![Set Active status as a department operator](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Department-operator-active-status-EN.png)

## Personal working hours

Set your [Personal Working Hours](https://help.dialpad.com/v1/docs/en/set-your-personal-working-hours) to ensure that you don’t accidentally receive a call on your Department’s line outside of your work day. When enabled, your status automatically updates and prohibits inbound calls to your individual line, your mainline, and any Departments that you are assigned.