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Working as a Contact Center Agent

  • Updated

Agents assigned to a Contact Center are able to interact with callers in real-time, answering questions and offering assistance efficiently.

Let's take a look at working as a Contact CenterAgent in Dialpad.

Answer a Call

In order to receive any calls, you'll need to adjust your availability status to Available and turn off Do Not Disturb mode.

  1. Click the 'Off Duty' button beside Call Centers
  2. Select Available
  3. Slide the Do Not Disturb toggle to off


Answer a call from the Dialpad app, or by using the floating notification — simply press 'Answer'


While you're being rung, and during an active call, Dialpad disables the ability to change your availability status. As soon as the call ends, you can modify your availability status again.

Call Centers ring out to Agents based on routing rules, which are set by the Call Center's Admin(s)If no Agent answers, the call gets moved into thehold queue or a fallback option.

Declined and Missed Calls 

When you decline or miss a call, and Dialpad automatically sets your availability status to Off Duty.

We'll alert you via pop-up and push notification, so you can decide whether to stay in that state or return to Available. Depending on your Call Center's settings, you may also hear an audible notification to signal that you have been placed into an off-duty state. 


Keep in mind that Agents cannot block a number; only Admins can block a number for a Shared Line.

Call Recording

Many Call Centers will enable automatic-call recording. If a call is being recorded, you'll see a notification at the top of your active call.call_is_being_recorded.png

Place a Call

Agents can place calls using the Call Center's number rather than their own direct number.

From the Dialpad app, select Make A CallNew Call From and choose the Call Center's number from the drop-down. Both primary and secondary numbers belonging to this Shared Line can be used to place outbound calls.

The selected number will remain as your caller ID until changed again.

Wrap-Up Time

Wrap-up time is the period between the end of an Agent's last call and an open opportunity to receive a new call; it must be enabled by your Supervisor.

You'll see the banner at the top of your screen disappear after the designated wrap-up time expires, or when you change your availability status.

Transfer a Call

Call Center agents can transfer calls to another Shared Line or person. 

  1. While in the call, select Transfer and enter a name or number to transfer the call to.
  2. Once the recipient of the transfer is chosen, select Ask First (warm transfer) or Transfer Now.

Recipients of a transferred call will have the option to answer or decline.

When a call is transferred between multiple Call Centers, the incoming transfer will display only the Call Center name that the call is being directly transferred from, not the details of previous transfers. 

Send a Message

Agents can send and receive messages from any lines they've been assigned.

Select View Conversation during an active call and enter the message you'd like to send using the Call Center's number.

Call Center Inbox

Call Center inbox displays the hold queue, live calls, Agents and their statuses, new notifications, all notifications, voicemails, and recordings.


Hold Queue

Agents can see a list of all calls awaiting an Agent from the Call Center Inbox.

From the Dialpad app, navigate to your Call Center Inbox and select Hold Queue.

You can select Refresh as well to get an updated view of the hold queue at any given time.



Callers are redirected to the hold queue only if no Agents aren't available (such as they're already on active calls).

The caller will hear hold music until they connect to an Agent, or can be configured to allow callers to press a key to leave a voicemail.

If all Agents are listed as Off Duty, they'll be routed to the secondary handling option set by the Call Center's Supervisor.

Enable Email Notifications

Choose how you'd like to receive notifications in addition to the types of notifications this Call Center shares with you.

From, navigate to Admin Settings

  1. Navigate to Call Centers
  2. Select the Call Center
  3. Navigate to Dashboards and Alerts
  4. Select Edit Alert 
  5. Update your preferences
  6. Select Close


Assigned Calls

Supervisors and Call Center Admins assign calls to Agents based on skill sets, call volumes and individual preference. When a call is assigned, whether you’re in wrap up, on a call, or break, you will receive a notification that you’ve been assigned a call.  

When using Chrome, a notification will indicate a call has been assigned, from what queue and by which supervisor. Chrome notifications must be enabled in order to receive the alert. 

When using the Desktop App, a message will be pushed, alerting you a call has been assigned.

Global DND Status vs Off Duty Status

Setting your Global Status to DND does not impact the ability to receive Contact Center calls, it only impacts individual, department, and mainline calls. 


To disable the ability to receive inbound Contact Center calls, Agents must put themselves in an Off-Duty state, or set themselves to DND for that specific call center.

The Off-Duty toggle disables an Agent's ability to receive calls to any Contact Center they are assigned to, regardless of their DND settings for that call center.

Contact Center Personal Working Hours

Personal Working Hours do not apply to Contact Centers. Even if you have determined your Personal Working Hours, and present as Unavailable for personal, department and mainline calls, you will still be able to receive Contact Center calls as long as you are On- Duty. 

When set as On-Duty, your status displays as Available in the Contact Center, and you can still receive Contact Center calls.  

To prevent inbound Contact Center calls, Agents must set themselves to an Off-Duty status or DND for that specific call center.

Interested in learning more about Call Centers? Visit this Help Center article with questions frequently asked about the topic.