This guide is intended to assist and guide our Customers through the Deployment and Migration process with Dialpad. For those who don’t want to leverage our Professional Services team during their deployment can utilize this document for information and guidance throughout the process. It will identify what order to go through the various steps as well as additional information on each task in the process. It will also identify what functions are able to be completed through the Dialpad web portal and which will require assistance from Dialpad Support.
1 - Network Testing
Dialpad will run over your existing wired and wireless network, it is critical that your network is set up for Voice Quality and that ample Bandwidth is available. As well, you should ensure that all ports necessary for Dialpad communication are open and that the proper QoS rules are in place.
This article will go through what you need to check to ensure that your network is in ideal condition - Adjust Your Network.
It is recommended that before you deploy Dialpad, you take a few moments to do a quick network test to ensure that no issues will be encountered with your Dialpad calling.
Within a Chrome browser session, navigate to http://nmt.ubervoip.net/myspeed/dialpadbot.html
Note: You may have to load a plugin first in order for the test to be able to be launched
Click on the “Click to start test” Button
Use the format Customer Name_Site Name_(Connection Type) when naming your test
While the test is running you can observe it’s progress and real time results. The test will be focused on looking at
- Network Capacity
- Route Hops
- Firewall rules / QoS
Once the test finishes, the summary will be displayed. You can click through the various links to find more detailed results.
MOS or Mean Opinion Score gives VoIP testing a number value as an indication of the perceived quality of received voice after being transmitted and compressed using codecs. This measurement is the result of underlying network attributes that act upon data flow and is useful in predicting call quality and is a good VoIP test tool in determining issues that can affect your VoIP quality and your conversations.
Tip: VoIP calls are often in the 3.5 to 4.2 range.
ACTION: If the MOS score is below a 4.0, it is recommended that you reach out to the Dialpad Support team so that further testing can be done and recommendations can be made.
2 - Supported Headsets
When it comes to your call & audio quality through the Dialpad application, what the headset you are using is a major factor along with the speed and reliability of your network.
Dialpad suggests Plantronics headsets, which support the use of the command button when used in conjunction with Plantronics' third-party software.
Please note, the use of the Plantronics command button feature is only available to users using our Native app.
Voyager 8200 UC
Voyager 6200 UC
Voyager 5200 UC
Voyager Focus UC
With these Bluetooth devices, you should have the Plantronics Hub Software installed on your computer and have the USB adapter connected.
Plantronics USB Blackwire Models (either mono or dual ear) should also work but must be the UC model and not the MS version.
Other supported Headset options
Models from other headset manufacturers, such as Logitech and Sennheiser, are usable as long as they do not have a custom driver, and are USB.
3 - Supported Deskphones
Dialpad supports a number Polycom and Obihai SIP IP desk phones which may be obtained from a Third-party or purchased directly from Dialpad. The main difference between devices that are purchased from Dialpad directly versus those from a third party is that when hardware comes from Dialpad it is already pre-configured with our specific firmware, configuration and is programmed to look to Dialpad for provisioning.
Below is a list of IP Desk Phones and Firmware versions supported by Dialpad:
Polycom VVX 201
Polycom VVX 311
Polycom VVX 411
Polycom VVX 501
Polycom VVX 250
Polycom VVX 350
Obi for Dialpad 300 ATA
*Dialpad service is also compatible with many other SIP based IP Phones, Clients and Adaptors which may not be listed or provided by Dialpad. To ensure that equipment will work with you Dialpad service, please reach out to your Dialpad Support who will be able to assist you with more information.
4 - Ordering Hardware
For customers located in the US and CA, you can easily order desk phones and other desk phone related accessories right through your Dialpad portal. This is a 100% automated process. For customers located outside of the US and CA, please contact your Dialpad Sales representative in order to purchase hardware.
What can be ordered from Dialpad?
All supported desk phones listed above can be purchased directly from Dialpad and ordered through our self-service portal.
To order hardware, go to your Dialpad web portal (must be an office admin) and go to the Deskphones option on the left-hand menu located beneath the Office heading.
At the top, click on the Buy phones or learn more about compatible devices to begin the order process for any of the supported desk phone options.
Additional Information on ordering Hardware from Dialpad can be found on our here.
5 - Communication Plan
Perhaps the most overlooked step in the migration and deployment process, however the most critical to ensuring for a smooth transition is to have good communication and change management plan. Being able to alert your users of the upcoming change, provide them with all the necessary details and have a smooth go-live period can easily be assisted by these Email Templates that were built by our Dialpad Customer Success Team.
Some key times when communication should be sent out to your users
- In advance of the migration process beginning
- To alert them when they will be having an account provisioned
- Information regarding the upcoming training sessions being hosted
- Official Go Live
You can also send out specialize more focused emails to the department and mainline operators, or to Executive Assistants as those users will most likely need additional training.
From what we’ve seen in successful deployments it would also be good to host Dialpad information page on your internal wiki, that can be used as a reference for users as they get onboard. Content can be pulled from our Help Center which will be covered in the Support section later on in this document.
For user onboarding, it is also ideal to identify some power users. Those users who will be heavy phone users, and are tech savvy, easily able to embrace the Dialpad application. With regards to onboard and initial account setup, you can also leverage this guide that was built by our Professional Services team that will assist and initial user setup.
6 - Creation of Additional Dialpad Office
A Dialpad office is a simply a grouping of users within your Dialpad account. It is commonly used that there is an individual office set up within Dialpad for each physical site or location that you have.
At the same time when the Account is created, it will also create the first office, this will be associated with the country that you entered in as part of your account setup process. This office will also be labeled as your Primary office associated with your Dialpad account.
Before you begin deploying, you will want to create all the additional offices that will be needed. It’s best to create them all upfront, but if you’d like to have them created one at a time as needed that would be fine as well.
Depending on how your account billing is set up, you may have the option to create the offices yourself through the Dialpad portal. If you don’t see the option to do so, all you need to do is reach out to our Dialpad Support team with the name of the Office that needs to be created and the office address and they will create it for you.
Creating a New Office through the Dialpad Portal
When logged into the Dialpad portal, your Company Admin will need to go to Admin Settings from the top menu bar, then select the Company Settings option.
The top section will display the information about all existing offices currently set up
Click on the Add a New Office button there on the right side, and then follow the steps there to input all of the office details.
7 - Number Porting
The number porting process is the most critical part of the deployment process. This allows you to retain your current numbers that are in service with your current provider and get them migrated over to be used with Dialpad going forward.
While you are planning to deploy Dialpad within your Organization, you should record all details about your current telecom accounts. Who your service provider(s) are? Account details, and all numbers needed to be ported.
- You can expect the porting process to take 7-14 days (for US/CA numbers, international numbers are a bit longer), however, this is dependant upon the losing carrier and how responsive they are to complete the request.
- In the US/CA, you can easily port landline numbers, mobile numbers, google voice, etc
- For international number porting eligibility check with the Dialpad support team
- Necessary Forms to submit the Port Request (can be obtained from your Sales rep, or the Dialpad support team
- LOA Form - country/carrier specific authorizing the Port process
- Porting Spreadsheet to record all numbers being ported
- It is also good to include a recent copy of your invoice with the existing provider to submit along with the port request.
For more information on the number porting process and details please take a look at this Porting FAQ
How to Submit a Port request
Through the Dialpad web portal, you can use the self-service porting interface to submit a port request for US & CA local and mobile numbers.
For toll-free numbers, and international numbers outside of the US & CA, the port request needs to be processed and submitted by the Dialpad support team.
- You should first email the Support team to check on porting eligibility and to obtain the necessary forms
- Then once they are filled out and completed, send the info back to the support team, they will submit the request and update you through the process on the completion date.
Porting DID’s through the Self Service Portal
- When logged into the Dialpad portal, click on the Admin Settings from the top menu, then select the office you want to port the numbers for.
- Then on the left-hand side menu, under the Office option, click on Number Porting
- Next, click on the New Port Request button in the upper right corner to begin the process
- Enter in all of the numbers you’d like to port, then click on the Batch Numbers button
- You will see the porting entry show up, with the status on the right-hand side as “Batching”. If the numbers come from multiple carriers you will see multiple lines displayed there.
- On the left-hand side of the request where it shows the blue highlighted numbers, click on that blue link. This is where you will specify where the number will port to. Keep in mind that the user account, room phone, department or main line needs to be created first with a temporary number before you can have the porting in number port to that location.
- The last step is to enter in the information about the service provider/carrier account for the numbers. Click on the line itself that lists, this will expand out below a form where you can fill out all of the necessary information.
- Lastly, in the lower right select a date and time when you’d like to request that the port complete and click on the request port button.
8 - Ordering New DID’s
Another important part of the deployment process is to make sure that all necessary DID’s are on hand and ready for us. This is important when new numbers are going to be assigned rather than ported.
Dialpad does keep an inventory of numbers ready for use by our customers, but if there are specific area codes or regions you’d like to have a set quantity of numbers for. Or if you find that we don’t have numbers available for the particular country where you will be deploying our Support team can easily arrange for new numbers to be ordered. That process could take as short as 24 hours to a week or more. Depending on the country and particular carrier in that region.
In order for us to submit a request and obtain new numbers all that is needed is:
For numbers in the US/CA
- The specific area code or city
- Count of numbers needed
For International numbers
- Provide the country and particular city or region of that country.
- Service address where the numbers can be registered too
- Count of the numbers needed
- **if additional information is needed it would be requested at that time.
Send that information to Dialpad support in an email and numbers will be obtained and allocated to your account.
9 - Deployment Timeline & Steps (task list)
When it comes time to start with the deployment steps you can either break it up into phases or deploy your entire organization at once. Which option you choose would depend on how many users, locations and countries you have in your organization. The other important factor would be if you will be provisioning physical desk phones as those do take some time. No matter if you are deploying Dialpad to your organization all in one phase or broken out into multiple phases the tasks below should be followed. (Repeated in each phase)
- Run Network Testing
- Order Hardware & DID’s
- Provision User Accounts
- Provision User Deskphones and Room Phones
- Configure the Main Line Routing
- Set up Departments & Call Centers (if needed)
- Submit Port Request
- Additional Office Wide Settings
- Enable Voice AI (if needed)
- Enable International Dialing & add Call Credits (if needed)
- Configure Integrations (if needed)
- Set up PSTN Failover
- Conduct User Training
- Port Completion and Go Live
Keep in mind that through the entire deployment process you should be focused on change management, user communication & user adoption.
Run Network Testing
Refer back to section 1 - Network Testing regarding details about how to run and analyze the network test. It is recommended that you run the test from both a wired and Wi-Fi connection at each location where Dialpad will be deployed.
For further investigation into your network results, best practices and guidance contact the Dialpad support team.
Ordering Hardware & DID’s
Refer back to section 3 - Supported Deskphones to see the details about official supported desk phone models. Deskphones can either be purchased from Dialpad, from a 3rd party or leveraging hardware you already have in place as long as it meets the recommended specs.
Provisioning User Accounts
As a Dialpad admin, you can control the provisioning and de-provisioning of user accounts right there from the Dialpad portal.
**Make sure that you are creating the new user(s) in the correct office.
On the left side nav menu, click on the Team option, right beneath the Office section.
Then select the Add Team Members button.
You can either add users to Dialpad right from your Office or G-Suite directory or use the text input box to manually add them via email
Once you start adding users they will open up in the bottom section. There you can change the number that will be assigned to the user before you click the ADD button at the bottom to finish the user creation process.
From the Team page, you can also control user access and functions pertaining to each user account.
For more information, reference the Your Team section for the Admin Support portal
Provision User Deskphones and Room Phones
Depending on where the phones came from the process to provision will differ slightly. They can all, however, be easily provisioned right from the Dialpad web portal. It’s always important when you provision a new room phone that you are creating it within the correct Dialpad office (if you have multiple phones set up).
To get started, once you are navigated into the correct office, click on the Desk Phones tab, beneath the Office section from the left-hand menu.
From there you can either add a user phone which is provisioned to an active user account. Or create a new room phone which will be allocated to a location. A room phone is simply a phone is a location with a dial tone. It does not have a client application, voicemail, or any of the user functionality.
Check out this article that goes through how to provision and Obihai or Polycom VVX device. Some keys to focus on and pay close attention to:
- Make sure you choose the correct option, from Dialpad or from a 3rd party
- For Polycom VVX’s you should always factory reset the phone prior to attempting to provision it on Dialpad. Also, make sure that the firmware version is running 5.6.1.x or higher.
If you have a 3rd party SIP device to configure, you should always check with the Dialpad support team to see if it is first able to be registered to Dialpad through open SIP protocols. They can also provide documentation regarding what will be required to get it set up
Configure the Main Line Routing
Each Dialpad office you have set up will have their own office main line. This main line is most commonly used as your Front Desk number or published number.
To get started setting up your Main Line go to Dialpad.com and click on the Admin Settings → Select the Office → Main Line.
Within the Main Line Configuration, you have options for -
Operators & Phones
These are those users and phones set to receive calls that come into the Main Line. The operators will also receive notifications and voicemails on the Main Line.
Business Hours and Call Handling
The business hours & call handling section isn't just responsible for when calls come into your Main Line, but how those calls are handled once they're received.
More information from our Help Center on Setting up your Main Line
Setting up Departments & Call Centers
When it comes to setting up your Departments and Call Centers, the configuration options are basically the same. Your main line is typically just the “primary” department for the office.
- The Limit for Departments that can be set up depends on your Dialpad SKU. (if you see a prompt where you are not able to create any additional departments please reach out to your Sales Rep)
- Call Centers do require additional user licenses that are call center specific
The Call Center options are a bit more advanced, for more information on setting up a Call Center use this article as a reference - Setting up a Call Center
Other Helpful Info
Submitting a Port Request
The porting process is typically the most time-consuming part of the deployment since it takes the approval of the losing carrier for the port to complete and your phone numbers to be live on Dialpad. Depending on the type of port, the process will be a bit different.
For US and Canada local numbers (not including Toll-Free), these can be submitted right through the Dialpad portal. Follow the steps outlined in Section 7 - Number Porting regarding the step by step process for submitting port requests through the Self Service Dialpad Portal.
For all other number ports (international numbers, and all toll-free numbers) these need to be submitted and processed through our Dialpad Porting Team. The process for these ports would be as follows:
- Contact the Dialpad Support Team, and let them know what type of numbers you are looking to port. They will need to know the specific country, toll-free type and any other information about your current account. It would also be helpful here to provide a copy of your invoice and a list of numbers you want to port.
- The Support Team will then send you over the necessary LOA (authorization forms) and any other details needed to port the numbers to Dialpad.
- Once you have them fill out all documents and attached the other supporting documents, send them back to the Support team through the Ticket that was created.
- The Dialpad Porting Team will submit the request and provide updates throughout the porting process. You will be given a FOC date/time (this will be the exact time the port will complete)
Additional Office Wide Settings
Through the Office → Office Settings section, you can control and manage specific settings for the Dialpad office.
- General Office Settings (applied to all users in that office)
- Executive Assistant Pairings
- Emergency Services registered Address (US/CA only)
Enable Voice AI (optional)
By enabling VoiceAI, Dialpad’s real-time voice transcription you can gain access to
- Live transcription
- Sentiment Analysis (Call Center)
- Action Items
- Post Call Summary
Once VoiceAI is enabled at both the Company level and for the Dialpad office, you can then set VoiceAI active on all or individual lines.
- Individual Users
- Main Line
- Call Center
In order to first enable VoiceAI for your Company, log into the Dialpad portal and go to the Admin Settings → Company Settings → VoiceAI. Then Toggle the VoiceAI button ON
This will now expose the VoiceAI toggle to all your individual users of your Offices as well as the Main Line, Departments, or Call Centers associated with the Office.
For each office you want to enable or disable VoiceAI for, this is controlled from the Office Settings for the specific Office. Go to the Office → Office Settings for the particular office and make sure the CheckBox for VoiceAI is checked off to be enabled.
There will now be settings for users and Main Line/Department/Call Center configurations to enable VoiceAI as well.
At the user level, for individual users, each can choose to enable or disable VoiceAI of their own user account. Within the User Web Portal, at the top, there is a Toggle where the user can either enable or disable VoiceAI on their own line.
For each Main Line, Department and Call Center through the Advanced Settings section you can enable or disable VoiceAI on each of those lines as well.
For additional information on the VoiceAI functionality, you can reference these articles from the Dialpad Help Center
Enable International Dialing & add Call Credits
With Dialpad, you have a free local calling within your local country, to the US/CA, and to any other Dialpad number. Anything outside of that will be an international call. To find out what the calling rates they are listed at dialpad.com/rates
To enable International Dialing, go to the Billing tab on the left side menu and click on the Credits option.
Use the ENABLE INT’L SERVICE button to enable the setting for that office, if you don’t see that option listed reach out to our Support Team to request that the enable the functionality for your office.
While enabling international dialing, you will also need to add a set amount of calling credits. This will be the balance of funds that will be deducted from when international calls are made.
Once International Dialing is enabled for the Dialpad Office, by default all users and room phones within that office will be enabled for international dialing. You can then manually enable or disable that feature on/off on an as-needed basis.
For User accounts, Navigate to your Team page to reveal the option to select enable/disable international services from each team member's drop down.
For Room Phones, go to the Deskphones -> Room Phones tab and for the particular phone use the options, Edit function. There you will see the option to Enable or Disable International Dialing for the room phone.
For more information on International Dialing with Dialpad, use this Help Center Article as a reference - Enable International Services
Along with the International Dialing FAQ
Set up PSTN Failover Options
By adding a failover number, callers can still access your business' lines and/or team members in the rare case of a Dialpad outage.
This can be done for all Office Main lines and Department lines through the Advanced settings section.
For more information please reference this article - Adding a Failover Number.
Configure Integrations (optional)
All integrations with Dialpad are managed through the Office → Integrations page within the Admin Portal.
For questions regarding a particular integration, you should contact the Dialpad Support Team
Here are some helpful guides that can be used as resources:
Conduct User Training
Ensuring that your users are fully trained on Dialpad, along with all change management tasks are the #1 key to a smooth and seamless rollout for Dialpad. Different users might need different types of training.
- Between user guides, recordings, live training, etc it would be up to your admins to decide what training works best.
- There could be also different pieces of training delivered for different types of users (general user, executive assistant, department or call center operators.
These guides can be used to assist in your training and onboarding procedures
The various content, articles, videos, FAQ’s on the Dialpad Help Center can also assist in the training process
Port Completion and Go Live
Once ports are confirmed to complete and are given a FOC date, that can be viewed as your official Go Live. Prior to that date, you should
- Ensure that all Dialpad User Accounts, Room Phones, and Departments are set up
- Communicate to your team the Go Live and any particular instructions you’d like them to have
- Test your Call Routing in advance
- Put recorded voicemails and greeting in place
Once the ports complete, if you had selected the remove temp number feature you would not need to go manually remove any old temporary DID’s that were in place. If you did not use that option then you should go through the Team page for all users and remove excess DID’s
You should also do some post-Go-Live testing or your call routing and DID’s, especially for your main lines and critical departments to ensure that there are no issues routing calls.
10 - Dialpad Support SOP
When it comes to post Go-Live support, the first place you should look to is the Dialpad Help Center. There you will find a ton of great content, short videos, tutorials, FAQ’s and knowledge base articles covering a wide range of topics.
The Help Center is intended for both end users as well as admins. You can either browse through the various sections or use the Search function and search for a keyword, topic or question.
Submitting a Ticket with Support
From the Help Center, you can click on the Contact Us button in the upper right corner and use the web form to submit a ticket or you can find what live channels are available to you based on your company SKU.
Providing the right information to the Support team
In order to assist in the best manner possible, and to ensure that your issue is resolved as quickly as possible it is best that you include all necessary information in your first message.
For call quality, audio or any call related issue, it is best to provide:
- User first name, last name, and phone number who experienced the issue.
- Along with a few call examples. These would be the caller's number (either inbound or outbound) and date/time the call occurred. This will allow the Telephony team examples to investigate into. Please be aware that recent examples are needed (within the past 48 hrs).
For a product related issue, it is best to provide:
- A summary of the issue
- Information about the affected user's environment (as detailed as possible)
- Application Logs - right-click anywhere in the Dialpad app and click on the send logs option. Include the date/time when you did so in the support ticket so that the Support rep could locate them.