Working as an Operator

Answer a Call

Just like your personal calls, you’ll receive an incoming call alert in the right and left corners of your screen. You'll see the name of your caller and the Department they called.

Operators are rung based on the routing option set up by their Department Admin.

Decline a Call

If you decline a call and there are no other operators available your caller will go to whatever Fallback options your Department Administrator has set up.

Call Waiting

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

Answer-Merge is currently only available through your desktop app.

Search

When searching for a caller that’s contacted your Department, you can toggle to Department Contacts after you search and you'll see a color tag for each department they've contacted.

Place a Call

Just like your personal calls—the only difference is you’ll need to select your Department caller ID from your New Call drop-down menu.

Transfer a Call

Just like your personal calls:

• Ask First
• Transfer Now
• Transfer to Voicemail
• Transfer to Hold Queue

Department Inbox

Your Department Inbox displays:

• Operators - shows a list of all operators assigned to that Department and if they are available to set to DND.
• New notifications
• All notifications
• Voicemails
• Recordings (Administrators only)
• Faxes (if enabled)

All Notifications

Looking to dive into past calls? This section includes information like:

• Caller IDs
• Call direction (inbound/outbound)
• Call duration
• Last handled Operator
• Timestamp of call

Click on a caller to view call history, as well as any messages exchanged.

Enable Email Notifications

To enable email notifications for voicemails or faxes, an agent must navigate to Dialpad.com > Admin Settings > Departments or Office > Main Line.

Operators must enable or disable email notifications themselves; the setting depends on each individual, not what the admin selects.

Toggle DND

Heading out for the day? Toggle your Do Not Disturb on in your Department Inbox to stop receiving Department calls to any of your connected devices.

Answer a Call (Mobile)

For the most part, call handling features on your desktop and mobile device work the same way.

There are a few key differences, however. Let’s take a closer look at what those are.

HD Inbound Call

1. Notification displays incoming Department call
2. Tap Accept

Carrier Inbound Call

1. Default incoming call notification
2. Caller ID will display # based on your Forwarding Number Advanced Settings
3. Tap Answer
4. Press 1 to connect the call

If you don’t press 1, the caller will be sent to your Department's Fallback Options.

Transfer a Call (Mobile)

On our iOS and Android apps, you have the option to:

• Transfer Now (Direct)
• Ask First (Warm)
• Transfer to Voicemail (must be within Organization)

Department Inbox (Mobile)

Your Department Inbox displays:

• New notifications
• All notifications
• Missed notifications
• Voicemails
• Recordings (Administrators only)