After setting up your Main Line you may find it helpful to route callers to a specific group or team, like Customer Support or Sales.
To do this, you'll just need to create a Department. Let's take a closer look at creating a Department and all the call routing options you'll find there.
To get started, navigate to Dialpad.com > Admin Settings > Departments > Add a Department.
Here's where you'll be able to adjust your Department name and add any phone/fax numbers you'd like (but you can still route calls here even without a number).
Assigned Operators & Phones
Next, you'll need to assign team members as Operators to make and receive calls on your Department.
You'll also have the option to add a room phone as an Operator, in cases where you may want a shared phone to ring out (like at reception).
Business Hours & Call Handling
The business hours & call handling section isn't just responsible for when calls come into your Department, but how those calls are handled once they're received.
If you scroll through this section, you'll see options to set:
- Business hours & timezone
- Open vs Closed Hour Routing
- Operator vs System Greeting
- Automated Response Menu
Dialpad Tip: Don't forget to set an open vs closed voicemail greeting and a system greeting (if you've selected that option from above).
Your advanced settings give you even more control over your Department. Scroll through this section to set:
- Automatic call recording (including call message)
- Call waiting for Operators
- Department Caller ID
- Department Failover Number