Create a Contact Center

Contact Centers provide teams with more flexibility and many more advanced features than Departments. 

Features include:

• Flexible routing options 
• Real-time dashboard and service alerts
• Real-time coaching via listen-in, barge, and take over 
• Customizable Hold Queue rules & limits 
• And much more!

Let's take a look at how to create or duplicate a new Contact Center. 

Create a Contact Center

To create a Contact Center, head to your Admin Settings at Dialpad.com

1. Navigate to AiContact Centers
2. Select the + icon
   
3. Name the Contact Center
4. Select Create

Dialpad will create your new Contact Center and take you to its settings.  

You're then able to add an abbreviation representing the Contact Center as well as local, toll-free, and fax numbers and IVR and Voicemail Language settings.

Shared Lines such as a Contact Center can have up to 30 numbers (local or toll-free) each.

Purchase Contact Center licenses

Before you can assign users as agents or reps to a Contact Center, you'll need to purchase either Ai Contact Center or Ai Sales licenses for all users.

From Dialpad.com, head to your Admin Settings 

1. Navigate to Office
2. Select Licenses
3. Select Purchase Licenses
4. Enter the number of Contact Center licenses you'd like to purchase
5. Select Next
   
6. Review your updated billing overview
7. Select Confirm Purchase

You'll also find the option to purchase licenses in the Billing menu. Both will display an overview of licenses on your account.

Purchase the licenses you'll need to cover all agents or reps in the Contact Center.

Add direct number for Contact Center users

Contact Center users can use direct numbers, too.

To add a direct number, head to your Admin Settings from Dialpad.com

1. Navigate to Office
2. Select Licenses
3. Navigate to the Add Ons section
4. Select Purchase licenses
5. Enter the number of desired additional numbers
6. Select Next
7. Review your updated overview
8. Select Confirm Purchase

Next, the number needs to be assigned to a user.

Navigate to your Office Settings:

1. Select Users
2. Select Options beside the name of the User
3. Select Calling
4. Select Manage Phone Numbers
5. Select Add a Number
6. Name the number (optional)
7. Review the overview and select Add Number

Duplicate a Contact Center

Need to create a new Contact Center, with the same parameters as your current Contact Center? Worry not, we’ve made it nice and easy to duplicate a Contact Center.

First, head to your Admin Settings from Dialpad.com

1. Under the Contact Centers section on the sidebar, select the Contact Center that you wish to duplicate
2. Click Duplicate
3. Enter the new Contact Center name
4. Enter a description
5. Choose between copying all agents, or only some
   

Agent selection 

When choosing users for a new Contact Center, you have two choices:

1. Copy all agents and admins
   1. This option will copy the agents, supervisors, and Contact Center admins assigned to the original Contact Center being duplicated.  
2. Select agents and admins 
   1. This option gives you the choice of which agents, supervisors, and Contact Center admins to duplicate to the new Contact Center. 

When selecting agents, a pop-up window will open with the list of all assigned agents, supervisors, and Contact Center admins to the original Contact Center,

It displays the user’s name, email address, and role within the original Contact Center.

Select the agents, then select Duplicate

Once duplication is complete, a Duplication Successful banner will appear and you will be taken to the new duplicated Contact Center.

Depending on the number of agents and admins duplicated from the original Contact Center, it may take a few more seconds to fully bring over the agents and admins after the settings have been duplicated. 

Office parameters

When duplicating a Contact Center within the same office the following settings will not be duplicated:

1. DIDs
2. Fax Numbers
3. Verified Numbers
4. Integration Settings

When duplicating a Contact Center to another office the following settings will not be duplicated:

1. DIDs
2. Fax Numbers
3. Verified Numbers
4. Integration Settings
5. Customer IVRs
6. Applied CSAT Surveys
7. Call Dispositions
8. Timezone
9. Ring type of Operators

For information on managing your Contact Center, be sure to review this article.

Assign Contact Center Settings page access

Use the Global Contact Center Settings page to apply specific settings to every Contact Center in your Office. 

Access to the Global Contact Center Settings page can be given to any user on a Contact Center license. 

To grant this permission set, head to your Admin Settings from Dialpad.com 

1. Navigate to Office Settings
2. Select Users
3. Beside the desired user, select Options
4. Select Privileges
5. Select Allow Contact Center Settings Page Access