Admin Permissions in Dialpad
- 23 Feb 2024
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Admin Permissions in Dialpad
- Updated on 23 Feb 2024
- 3 Minutes to read
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Article Summary
Dialpad offers six different types of admin permissions to help administrators set up and manage their teams effectively. The permission types include Company Admin, Office Admin, Department Admin, Contact Center Admin, Contact Center Supervisor, and Coaching Team Coach. Company admins have the highest level of access and can control various aspects such as adding/removing team members, buying devices, and managing call handling. Office admins have similar capabilities but for a specific office. Department admins have control over departments within the organization, while contact center admins manage contact centers. Contact center supervisors have additional abilities like listening in on calls and accessing analytics. Coaching team coaches can also perform similar functions but with an AI sales license. Dialpad allows multiple administrators in an account, and admins cannot access individual user settings.
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Dialpad makes it easy for administrators to set up and manage their teams.
Share responsibility and configure your team the way you need — Dialpad provides 6 different types of Admin permissions.
- Company Admin
- Office Admin
- Department Admin
- Contact Center Admin
- Contact Center Supervisor
- Coaching Team Coach
Let's take a closer look at what each permission type means.
Company Administrator
As the first person to sign up for your company, you're automatically made the Company Admin. Keep in mind that a Google Apps admin or a Microsoft admin also has the same level of access as a Company Admin in Dialpad.
If your plan allows it, you can contact our Sales Team to add additional offices. Afterward, you can add Office Admin privileges to your team members.
Company admins can control the following for each of their offices:
Office
- Adding/Removing team members
- Buying devices (user phones & room phones)
- Assigning team members as Co-Admins/Regional Admins
- Update company CNAM
Main Line
- Adding/removing phone numbers
- Adding/removing fax numbers
- Assigning operators & phones
- Managing call handling
- Setting business hours
- Setting hold music
Departments
- Adding/Removing phone numbers
- Adding/Removing fax numbers
- Assigning operators & phones
- Managing call handling
- Setting business hours
- Setting hold music
Contact Centers (Pro & Enterprise only)
- Adding/Removing phone numbers
- Adding/Removing fax numbers
- Assigning agents & admins
- Managing call handling/queue Handling
- Setting business hours
- Setting hold music
Executive-Assistant
- Adding/Removing Executive-Assistant pairings
Analytics
- Review Entire Company + Office(s) Analytics
- Review Main Line/Department/Contact Center Analytics
- Access Call Recordings for the Entire Company
- Access Call Transcripts for the Entire Company
- Export Analytics
Billing
- Review Billing Summary
- Manage Payment History
- Review Billing History
Office Administrator
A Company Admin can assign any individual user to become an Office Admin.
In cases where multiple offices are being managed across Dialpad, a Company Admin can assign a user as a specific Regional Admin (i.e. manager of more than one Office).
Office Admins can control the following for their office(s):
Office
- Adding/Removing Team Members
- Buying Devices (User Phones & Room Phones)
- Assigning Team Members as Co-Admins
Main Line
- Adding/Removing Phone Numbers
- Adding/Removing Fax Numbers
- Assigning Operators & Phones
- Managing Call Handling
- Setting Business Hours
- Setting Hold Music
Departments
- Adding/Removing Phone Numbers
- Adding/Removing Fax Numbers
- Assigning Operators & Phones
- Managing Call Handling
- Setting Business Hours
- Setting Hold Music
Contact Centers (Pro & Enterprise only)
- Adding/Removing Phone Numbers
- Adding/Removing Fax Numbers
- Assigning Agents & Admins
- Managing Call Handling/Queue Handling
- Setting Business Hours
- Setting Hold Music
Executive-Assistant
- Adding/Removing Executive-Assistant Pairings
Analytics
- Review Office(s) Analytics
- Review Main Line/Department/Contact Center Analytics
- Access Call Recordings for that Office
- Access Call Transcripts for that Office
- Export Analytics
Billing
- Review Billing Summary
- Manage Payment History
- Review Billing History
Coaching Teams (Pro & Enterprise only)
- Assigning Coaches & Trainees
- Setting Call Recording, Transcription and Dialpad Ai features
- Setting Call Disposition List
Department Administrator
A Company or Office Admin can assign any individual user to become a Department Admin.
As a Department Administrator, you can control the following for your Department(s):
Departments
- Adding/Removing Phone Numbers
- Adding/Removing Fax Numbers
- Assigning Operators & Phones
- Managing Call Handling
- Setting Business Hours
- Setting Hold Music
Analytics
- Review Department(s) Analytics
- Access Call Recordings for that Department
- Access Call Transcripts for that Department
Contact Center Administrator
A Company or Office Admin can assign any individual user to become a Contact Center Admin.
As a Contact Center Administrator, you can control the following for your Contact Center(s):
Contact Centers
- Assigning Agents & Admins
- Managing Call Handling/Queue Handling
- Setting Business Hours
- Setting Hold Music
Analytics
- Review Contact Center(s) Analytics
- Access Call Recordings for that Contact Center
- Access Call Transcripts for that Contact Center
Contact Center Supervisor
A Company, Office, or Contact Center Admin can assign any Contact Center agent to become a Contact Center Supervisor.
As a Contact Center Supervisor, you can do the following for your Contact Center(s):
- Listen In
- Barge In/Take Over
- Set agents to available/unavailable
- View the Contact Center's analytics
- Access your Contact Center's call recordings
Tip:
To see calls in "Monitor All", an Office or Company Admin must specifically grant themselves the administrator permission in each Contact Center they belong to. Otherwise, they will not see calls in this view.
Coaching Team Coach
A Company, Office, or Contact Center Admin with an Ai Sales license can assign any user as a Coach or Trainee.
As a Coaching Team Coach, you can do the following for your Team(s):
As a Coaching Team Coach, you can do the following for your Team(s):
- Listen In
- Barge In/Take Over
- Create/Edit Real Time Assist Cards
- Create Edit Custom Moments
Frequently asked questions
Can a Dialpad account have more than one administrator?
Yes! The original account admin can also assign admin status to anyone else in the organization.
Do admins have access to individual user settings?
Nope. Admins can do things like assign phone numbers to people and enable integrations, but they can't change your personal profile
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