Create a Department after setting up your Main Line in Dialpad. Departments route callers to a specific group or team, such as sales and customer support.
Create a Department
To create a department, first head to your Admin Settings at Dialpad.com
- Navigate to Departments
- Select Add a Department (that's the + icon)
- Name the Department, then select Create
Dialpad will open an overview of the newly Department.
From the overview page, you can add an abbreviation, as well as local, toll-free, and fax numbers and set the IVR and Voicemail Language preference.
Shared Lines such as a Department can have up to 30 numbers (local or toll-free) each.
Delete a Department
Need to delete a department? No problem.
First, head to your Admin Settings at Dialpad.com
- Navigate to the Departments section
- Select the Department name you'd like to delete
- Select 'Delete Department'
- Re-confirm by selecting 'Delete'
Assign Operators & Phones
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
- Navigate to Departments
- Select the Department
- Navigate to Assigned Operators & Phones
- Enter the name of the User into the text field under Operators
- Hit Enter
You also have the option to add a room phone in environments ( perhaps 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
- Navigate to Departments
- Select the Department
- Navigate to Business Hours and Call Routing
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 and customize your hold queue.
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 Dialpad Ai in the Department to start automatically, turn on or off at the discretion of Operators, and 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
- Navigate to Departments
- Select the Department
- Navigate to Integrations
- Select Options beside the make any updates to the integration
Advanced Settings
Take even more control over the Department by customizing the Advanced Settings.
- Head to your Admin Settings from Dialpad.com
- Navigate to Departments
- Select the Department
- Navigate to Advanced Settings
Enable or update features such as:
- Automatic Call Recording
- Listen In & Barge Calls
- Available only to users with Admin-level permissions through a Ai Sales or Contact Center license on the Pro or Enterprise plan
- Call Waiting (for Operators)
- Department Failover
- Add or update your Retention Policy
You'll also see an option to allow or prevent Operators in this Department from deleting calls, recordings, voicemails, transcripts, and other call-related data. If the checkbox is filled, Operators are able to delete data at their discretion. It will not impact an Operator who is also an Admin in the Department; they'll still be able to delete this data whether or not the checkbox is filled.
Don't forget, Departments are able to turn on spam-blocking settings just as individual users can for their calls
Working as a Department Administrator
Department Administrators are able to monitor calls as they take place, update their Operator's DND status and more.
Learn all about working as a Department Admin in this Help Center article.