Departments

I've set my business hours but I'm not receiving calls—what gives?

Make sure that you've checked your timezone—by default, this is set to Pacific time. You'll also want to double check that your Operators haven't set themselves on DND

To check what Operators are available, navigate to your Department screen via your desktop app and click on the Operator icon at the top of your screen.

 

Why are Dept. recordings ending up in my Operator's inboxes?

If call recording isn't enabled on your Dept's line (contact our sales team to upgrade) inbound and outbound recorded calls will route to the inbox of the Operator who handled the call, rather than directly to the Admin.

Here's how you can get recordings to route to your Dept. Admins only:

  1. Dept. Admin navigates to Dialpad.com>Department>Advanced Settings>Call Recording
  2. Check 'allow call recording' option and select custom recording automated response

Now, when a call is recorded, the Dept. Admin will see the recording displayed under their Dept. Inbox>Recordings.

How does setting my Dept.'s timezone affect calls?

Setting your Dept.'s timezone will affect the timestamp of incoming calls to your Dept. This will not, however, reflect in your Dept.'s analytics. By default, analytics use your Office's timezone to keep reporting consistent across the board.

By default, analytics use your Office's timezone to keep reporting consistent across the board.

Can I send a group message to a Main Line or Department?

No, group chats can only be sent to/from your primary Dialpad number. 

In addition, you'll see that Dept. chats do not display the name of the Operator—this is the default setting as these chats are meant to be used for external communications rather than between team members.

Why am I getting a Press 1 Prompt on Dept./Main Line calls?

By default, Dialpad will ask for a Press 1 Prompt for any Dept. or Office calls that fan out to Operators answering on their mobile devices. If you prefer, our support team can turn this setting off.