Failover in Dialpad

Failover ensures callers can still reach your business in the rare case of a Dialpad outage. This allows you to maintain business and let customers know when they can reach you.

Who can use this

All Dialpad users can add an individual failover number, and admins can add a failover for shared lines.

Refer to our Pricing Page to see if you have access to this feature. If you have any questions about your plan, reach out to your Customer Success Manager or Dialpad Customer Care.

Let's go over the details.

How you set up failover depends on whether you are configuring it for shared lines or individual user lines.

Note

Available options also depend on your plan.

Admins can configure failover for these shared lines:

• Main Line

• Department

• Contact Center

Enterprise failover numbers

To add a failover number to an office for users on an Enterprise license, go to your Dialpad Admin Settings.

1. Select Office > Failover Settings

2. Choose the desired phone line and select Action > Configure

3. Choose one of the following:

   • Forward to a Number (enter a PSTN number)

   • Send to Voicemail

4. Enter the failover number or voicemail message

5. Select Save

Note

The Failover Number must be a non-Dialpad PSTN number. Dialpad numbers can’t be used.

Test the failover number

To test that the failover number is configured, go to your Dialpad Admin Settings.

1. Select Office > Failover Settings

2. Locate the desired Department, Contact Center, or Main Line and select Action > Test

3. On the test verification page, select Start Test

4. Verify that calls are routed to your configured failover number

Tip

We recommend running tests outside of business hours to minimize disruption.

Stop a failover test

Once you’ve verified that the failover number is configured properly, be sure to end the test.

To end a failover test, go to your Dialpad Admin Settings.

1. Go to Office > Failover Settings

2. Locate the Department, Contact Center, or Main Line being tested (marked with a red X) and select Action > Test

3. On the test verification page, select Stop Test