Use the Enterprise Support Portal

Designed to provide deeper diagnostics into call quality, user devices, and SIP provisioning, our Enterprise Support Portal (termed /es portal) is a powerful tool in a Dialpad admin’s arsenal.

While many call analytics are available directly within the Dialpad Admin portal, this additional tool is useful for viewing advanced analytics and conducting initial troubleshooting for jitter, latency, network issues, and device connectivity.

In this guide we’ll be highlighting some key features in the portal with tips on how to:

• Manage user accounts including number assignments and proxy access
• Troubleshoot call quality issues like jitter or packet loss
• Switch number assignments between users, devices, or lines

Access the Portal

Before following these steps make sure that you have an active Enterprise Dialpad license and have been granted /ES access by our support team (must be verified by your Dialpad admin).

To start diving in, make sure you are logged into your Dialpad account at dialpad.com then navigate to dialpad.com/es

To access the /es portal, just navigate to dialpad.com/es and select your Company link. Here’s where you’ll see quick link access to areas like:

• Users
• Offices
• Departments
• Rooms
• Dialpad #’s
• Call Ratings

Plus you’ll see a list of all the experiments that have been added to your account.

View a List of Users

Let's start with the basics—looking up a list of all your users. To do this, select Users from your company page to display a rundown of every user in Dialpad, including key info like:

• Dialpad #
• App Versions
• Account State (Active, Pending, Deleted)

View Number Assignments

Need to look up a list of all assigned numbers? Select Dialpad #s from your company page to see a rundown of all your numbers including:

• DID Type (Local or Toll-Free)
• Status (Available, User assigned, Department assigned, etc.)

View Devices & App Versions

Whether you need to check on user devices, verify they've updated, or check SIP registrations, you can find all that (and more) via our User Search. 

Select Users from your company page to display a list of all your team members, including information like their App Versions or their current Dialpad state (Invited, Deleted, Pending).

Dialpad Tip: Select any team member here to be pulled into their individual user page.

From here, navigate to User Devices to display a list of all your user's connected devices with Dialpad.

Scroll across this table to review info like Platform (what machine they’re using), Version, Updated, and Registered.

And if you ever need to cross-check what the latest version of the apps are, don't forget to check out our What's New section.

View SIP Registrations

Once you’ve navigated to an individual user’s devices, you can check to make sure that each device is registered with our servers. This is particularly important for cases where users are reporting issues making or receiving calls.

Navigate to their User Device section and look up the app in question.

Here's a quick cheat sheet to force re-registration on the other apps:

Search for Number

From the Enterprise Portal homepage, navigate to [Company Name] #'s.

You're able to search phone number, area code, and prefix.

Check Porting Status

From the Enterprise Support portal homepage, navigate to Port Requests.

You'll see batch ID, company, office, LNP ID, # of dids, port type, date modified, and date requested organized in each column.

Proxy into a User's Account

Before following these steps, make sure to reach out to your dedicated Customer Success Manager to enable this feature.

Need to take a closer look at a user’s account or help troubleshoot an issue? In those cases, proxying may be exactly what you’re looking for.  Note: proxying only allows access to users' accounts and web settings -- not to the web app or to any calls, messages, voicemails or recordings.

To Proxy into a users account:

1. Navigate to the specific user's profile in /es
2. Scroll down to Proxy User
3. Select Login Access

When proxying into a user’s account, admins can make changes like:

• A user’s name
• A user’s email address
• A user’s voicemail greeting

Once you are finished, hit the "Back" button at the top of your screen to be taken back to your own dialpad.com page.

Any changes that are made in this state will be logged back to the External Support Tool in the Notes section on a user page. You may also see notes in a user's history when a Dialpad employee uses this proxy feature to debug an issue or verify settings in a specific user's account.

Bulk Create Users in E/S

Need to add more than one user at a time? Admins can bulk import their users through the Enterprise pool by navigating to dialpad.com/es > the Office you want to add Users to > Add Users Via CSV

Updating numbers between users & lines

Need to move around some numbers? Just search by number and select one of the available options to confirm the changes.

When transferring a number from a User, a Room Phone, or Office line you’ll need to make sure that the originating source (i.e. where you’re transferring the number from) still has a number assigned to it.

Troubleshoot Call Quality

Your support portal is a powerful tool to help troubleshoot and investigate call quality issues like jitter, delay, or one-way audio.

Let's take a look at all the ways you can troubleshoot call quality, starting with how to look up and investigate a call.

View & Investigate Calls

Navigate to a user page and select Calls to pull up a rundown of all their placed and received calls in Dialpad.

From here, select the ID to be pulled into the specific call stats, where we'll display info like:

• Call Summary (who called who, how long was the call, what time, etc.)
• Call ID
• Target ( i.e. the user whose calls you’re investigating)
• Contact (i.e. the number or user that was contacted by the Target)
• Endpoint
• Direction (inbound or outbound)
• Started/Connected/Ended Dates
• Description (call direction, time duration)

View WebRTC Stats

Here's where you can troubleshoot your webRTC calls, including common call quality issues like jitter (choppy audio), delay, or one-way audio.

To view the WebRTC Stats, pull up the call in question and click on WebRTC Stats next to the ID, then click on the date to pull up the webRTC stats.

WebRTC Stats | Jitter

This first graph displays the jitter buffering rates for your call. The blue line is the user experience (incoming packets) on his/her side of the call. The red line is the preferred jitter buffer automatically adjusted by WebRTC in Chrome.

If the red line roughly tracks the blue line, call quality is good. If the blue line is significantly higher than the red line (packets are coming in quicker than they can be buffered) this means dropped packets and a choppy call.

WebRTC Stats  | Delay

The second graph displays the round trip time (RTT) of your packets. RTT is the time a packet takes to travel from the client to our server and back.

The horizontal axis is time during the call, while the vertical axis is the round trip time. From the example above, if we look at the steady state values we can see that at 100 seconds (a min or so in), the RTT is 71 milliseconds.

Here's a quick rundown of RTT values and what they mean in terms of call quality

WebRTC Stats | One-Way Audio

The third graph displays audio levels. The blue line (audio input) is the voice of the Dialpad user. The red line (audio output) is the other person the Dialpad user is talking to. Where you see spikes is where one or both users are speaking.

Take a look at the red line above—callers are experiencing one-way audio, this is how your graph will appear when investigating the call.

Now let's take a look at what a successful call example would look like:

If the call you're looking up is between Dialpad users, make sure to look at these stats from the other user's perspective as well. 

Report Call Issues

During the times when you need to report a call issue, the Call Lookup page will provide you with the right information to send over to our support team.

Here's the most important information to include to our team:

1. User ID - This is the ID from the user experiencing call quality issues. Copy and paste the URL from their User lookup page.
2. Call Examples - The more examples of poor call quality, the better (for troubleshooting purposes). Copy and paste the URL from the Call Lookup pages of the affected calls.
3. To Number - The number that received the inbound call. If this is your user, the To Number is their Dialpad number
4. From Number - The number that initiated the outbound call. If this is your user, the From Number is their Dialpad number. If not, the number will be listed in the Call Summary

Troubleshoot Call Recordings

You can also use the support portal to help troubleshoot and investigate why a user's calls aren't being recorded.

One way to determine why a user's calls aren't being recorded is to first verify when and who enabled call recording. Why might this be helpful? Well, it's possible that call recording was enabled for a particular user after the call in question. Or, another admin may have overridden call recording capabilities for that user prior to the call.

To access the call recording change log in the support portal, scroll down to the bottom of your support portal until you see the Notes section. All admin call recording changes will be listed there.

Call Events

Call events provide details on the state of the call for different moments during the lifecycle of the call. These events can be subscribed to for an entire company, office, or a more granular target (such as a call center or user).

Your Call Events are found at the bottom of the Enterprise Portal.

Supervisors can see reasons for call rejections, providing them with invaluable information on behavioral trends and staffing needs. 

Rejection reasons can be:

• Reserved to another call: When an Agent becomes available for a call center, then at the same time receives another Call Center call fan out
• No Available Endpoints: The operator did not have any ringable app open (ie no registered endpoints) and there was no configured forwarding number. The app includes chrome, native, and mobile app
• Manually Declined: The agent declined the call
• Call Is Assigned To Another Operator: When two operators come available at the same time, but the other operator takes the call 
• Call is After Hours: A call received outside of the Call Center's business hours
• Call is a Spam: The caller was identified as SPAM caller and was blocked 
• On a Call: The call was rejected as the Agent was already on a call
• Do Not Disturb: The call was rejected as the Agent was in a DND state (available only for departments)
• Ringing in Progress: The call was rejected as the Agent was already be rung out for another call