Number Assignment (FAQs)

Our Office was assigned a Main Line number during sign up

When you sign up for a Dialpad account, we automatically give you a free Main Line number. That doesn't mean that you're stuck with that number—in fact, you'll have the option after you finish the sign up flow to port in an existing local or toll-free number.

What happens when I remove a number in Dialpad?

That'll depend on your plan type—Standard plans vs Pro and Enterprise plans handle number removals differently because of certain plan features

Here's the process for how number removals are handled with Standard plans:

  1. Admin removes a previously assigned number in Dialpad
  2. Number is placed in a "hold" state for 3 days
    • Admins can reach back out to our support team within those 3 days to reinstate the number 
  3. After 3 days, the number is placed in a cooling pool for 30 days
    • Admins are still able to reassign the # to a user line, Department, or room phone

If after 30 days the team Admin does not reach out to support to reassign that number, the number is released back into the public (where it can be reassigned to a different Company). 

Here's the process for how number removals are handled with Pro and Enterprise plans:

  • Admin removes a previously assigned number in Dialpad
  • Number is stored under Admin Settings > Office > Team > Unassigned Number

If an Admin decides to remove a number from their Unassigned Numbers list, we follow the same process outlined above for Standard plans.

Where can I assign a local number vs a toll-free number?

Local numbers can be assigned to the following:

  • Team Members
  • Main Line
  • Departments
  • Call Centers
  • Room Phones

Toll-Free numbers can be assigned to the following:

  • Main Line
  • Departments
  • Call Centers 
  • Room Phones
     

Do I need to add a number to my Department or Call Center?

Not necessarily—it all depends on how you've set up your call handling options. Keep in mind that if you don't assign a direct number to your Departments or Call Centers your team won't be able to:

  • Transfer calls directly to the Department or Call Center
  • Allow Operators/Agents to use the Department or Call Center caller ID
  • Allow Operators/Agents to message customers with the Department or Call Center caller ID

To route callers to your Department or Call Center without a number, follow these steps:

  1. Navigate to Dialpad.com > Admin Settings > Office > Main Line > Call Handling
  2. Either select To a Dept from your "calls will be sent" options or Automated Response Menu then Forward to Dept to select your Department or Call Center