Operators assigned to a Department are able to interact with callers in real-time, answering questions and offering assistance efficiently.
Let's take a look at working as an Operator in Dialpad.
Answer a Call
To answer a Department call, you'll need to be available in Dialpad with Do Not Disturb mode turned off.
Answer calls from within the Dialpad app, or by using the floating notification — simply click Answer and you'll pick up on behalf of the Department.
Departments ring out to Operators based on the routing rules set by the Department's Admin(s). If no Operator answers, the call gets moved into the hold queue or a fallback option.
Keep in mind that you cannot block a number as an Operator; only an Admin may block a number for a Shared Line.
If enabled by your Department Administrator, Department lines can feature call waiting. All Operators must be busy in order for a call waiting to appear. You'll have the following options:
- Answer: Puts the first caller on hold while you interact with the second
- Merge: Joins both first and second caller on an active call
- Decline: Sends your second incoming call directly to your voicemail
Click the desired option and Dialpad will take care of the rest.
Place a Call
Operators can place calls using the Department's number instead of their own direct number.
To call from a department number:
- Select Make A Call (that's the phone icon)
- Click the drop-down menu beside your name
- Select the desired Department's number
- Both primary and secondary numbers belonging to this Shared Line can be used to place outbound calls
That's it, you're good to go! Enter the phone number and complete the call.
Your caller ID will remain set as that department until you change it again.
If enabled by the Admin, Operators in a Department can stop and restart a call recording.
If the call is automatically being recorded, you'll see a note at the top of your call screen stating 'THIS CALL IS BEING RECORDED BY ADMIN'
- To stop the recording, select 'CLICK TO STOP' in the call recording banner
- To restart the recording, select 'CLICK TO RESTART'
Operators can transfer calls to another Shared Line or person.
Select Transfer and enter a name or number to transfer the call to. Once the recipient of the transfer is chosen, select Ask First or Transfer Now.
Recipients of a transferred call will have the option to answer or decline.
When a call is transferred between multiple Departments, the incoming transfer will display only the Department name that the call is being directly transferred from, not the details of previous transfers.
Send a Message
Operators can send and receive messages from the Department they're assigned to.
Select View Conversation during an active call and enter the message you'd like to send using the Department's number.
Search for a known caller who's contacted your Department.
From the Dialpad app, select Search
Enter a name or number and you'll see a color tag and department name.
Department inbox displays the hold queue, live calls, Operators, new notifications, missed calls, voicemails, all notifications, recordings, interactions flagged as spam, and faxes.
Operators can see a list of all calls awaiting an Operator to pick up and how long callers have been on hold for.
From the Dialpad app, select Hold Queue.
Select Refresh to updated the view at any time.
Ask your Department Admin to customize the hold queue.
Enable Email Notifications
To enable your Department email notifications, head to your Admin Settings from Dialpad.com
- Select Departments
- Select the desired Department
- At the top of the page, choose how you'd like to receive notifications in addition to the types of notifications this Department shares with you.
Operators must enable or disable email notifications manually; the setting depends on each Operator, not what a Department Admin selects.
Global DND Status
Set your Global Status to DND to prohibit inbound calls on your Department’s line.
When enabled, Global DND updates your status to Unavailable and you will not receive calls on the Shared Line. You can still set yourself to DND within a department, Global DND is used only when you want to prevent inbound calls to your individual line, mainline and departments.
Personal Working Hours
Set your Personal Working Hours to ensure that you don’t accidentally receive a call on your Department’s line outside of your work day. When enabled, your status automatically updates and prohibits inbound calls to your individual line, your mainline, and any Departments that you are assigned.