Create & Manage a Department

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.

Who can use this feature?

Departments are available to Dialpad Talk customers on the Standard, Pro, and Enterprise plans.

Create a Department

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From Dialpad.com, navigate to Admin SettingsDepartmentsAdd a Department.

Name the Department, then select Create. Dialpad launches an overview of the newly-created Department within your organization.

You're then able to add an abbreviation representing the Department as well as local, toll-free, and fax numbers and IVR and Voicemail Language settings. Shared Lines such as a Department can have up to 30 numbers (local or toll-free) each.

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.

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Assigned Operators & Phones

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Assign users as Operators to make and receive calls in your Department. Operators can also be granted Department Admin privileges.

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

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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.

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.

Dialpad Ai

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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

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Enable integrations on Dialpad for the Department.

Advanced Settings

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In the Advanced Settings section, take even more control over the Department:

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.

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Departments are able to turn on spam blocking settings just as individual users can for their calls.

Manually change DND status

Department Admins can easily manage their agent’s DND statuses, across all the departments they are managing, even if the agent is assigned to multiple departments. Simply toggle the DND slider on and off to update the agent's setting. 

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Admins can also select the agent and manage their DND setting for separate departments, keeping them available in one and offline on the other. 

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What's Next?

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