Admin Permissions in Dialpad
  • 23 Feb 2024
  • 3 Minutes to read
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Admin Permissions in Dialpad

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Article Summary

Dialpad makes it easy for administrators to set up and manage their teams. 

Share responsibility and configure your team the way you need — Dialpad provides 6 different types of Admin permissions.

  • Company Admin
  • Office Admin
  • Department Admin
  • Contact Center Admin
  • Contact Center Supervisor
  • Coaching Team Coach 

Let's take a closer look at what each permission type means. 

Company Administrator

As the first person to sign up for your company, you're automatically made the Company Admin. Keep in mind that a Google Apps admin or a Microsoft admin also has the same level of access as a Company Admin in Dialpad.

If your plan allows it, you can contact our Sales Team to add additional offices. Afterward, you can add Office Admin privileges to your team members

Company admins can control the following for each of their offices:

Office

  • Adding/Removing team members
  • Buying devices (user phones & room phones)
  • Assigning team members as Co-Admins/Regional Admins
  • Update company CNAM

Main Line

  • Adding/removing phone numbers
  • Adding/removing fax numbers
  • Assigning operators & phones
  • Managing call handling
  • Setting business hours
  • Setting hold music

Departments

  • Adding/Removing phone numbers
  • Adding/Removing fax numbers
  • Assigning operators & phones
  • Managing call handling
  • Setting business hours
  • Setting hold music

Contact Centers (Pro & Enterprise only)

  • Adding/Removing phone numbers
  • Adding/Removing fax numbers
  • Assigning agents & admins
  • Managing call handling/queue Handling
  • Setting business hours
  • Setting hold music

Executive-Assistant

  • Adding/Removing Executive-Assistant pairings

Analytics

Billing

  • Review Billing Summary
  • Manage Payment History
  • Review Billing History

Office Administrator

A Company Admin can assign any individual user to become an Office Admin.

In cases where multiple offices are being managed across Dialpad, a Company Admin can assign a user as a specific Regional Admin (i.e. manager of more than one Office).

Office Admins can control the following for their office(s):

Office

  • Adding/Removing Team Members
  • Buying Devices (User Phones & Room Phones)
  • Assigning Team Members as Co-Admins

Main Line

  • Adding/Removing Phone Numbers
  • Adding/Removing Fax Numbers
  • Assigning Operators & Phones
  • Managing Call Handling
  • Setting Business Hours
  • Setting Hold Music

Departments

  • Adding/Removing Phone Numbers
  • Adding/Removing Fax Numbers
  • Assigning Operators & Phones
  • Managing Call Handling
  • Setting Business Hours
  • Setting Hold Music

Contact Centers (Pro & Enterprise only)

  • Adding/Removing Phone Numbers
  • Adding/Removing Fax Numbers
  • Assigning Agents & Admins
  • Managing Call Handling/Queue Handling
  • Setting Business Hours
  • Setting Hold Music

Executive-Assistant

  • Adding/Removing Executive-Assistant Pairings

Analytics

Billing

  • Review Billing Summary
  • Manage Payment History
  • Review Billing History

Coaching Teams (Pro & Enterprise only)

  • Assigning Coaches & Trainees
  • Setting Call Recording, Transcription and Dialpad Ai features
  • Setting Call Disposition List

Department Administrator

A Company or Office Admin can assign any individual user to become a Department Admin.

As a Department Administrator, you can control the following for your Department(s):

Departments

  • Adding/Removing Phone Numbers
  • Adding/Removing Fax Numbers
  • Assigning Operators & Phones
  • Managing Call Handling
  • Setting Business Hours
  • Setting Hold Music

Analytics

Contact Center Administrator

A Company or Office Admin can assign any individual user to become a Contact Center Admin.

As a Contact Center Administrator, you can control the following for your Contact Center(s):

Contact Centers

  • Assigning Agents & Admins
  • Managing Call Handling/Queue Handling
  • Setting Business Hours
  • Setting Hold Music

Analytics

Contact Center Supervisor

A Company, Office, or Contact Center Admin can assign any Contact Center agent to become a Contact Center Supervisor.

As a Contact Center Supervisor, you can do the following for your Contact Center(s):

  • Listen In
  • Barge In/Take Over
  • Set agents to available/unavailable
  • View the Contact Center's analytics
  • Access your Contact Center's call recordings 
Tip:

To see calls in "Monitor All", an Office or Company Admin must specifically grant themselves the administrator permission in each Contact Center they belong to. Otherwise, they will not see calls in this view.

Coaching Team Coach

A Company, Office, or Contact Center Admin with an Ai Sales license can assign any user as a Coach or Trainee.
As a Coaching Team Coach, you can do the following for your Team(s):
  • Listen In
  • Barge In/Take Over
  • Create/Edit Real Time Assist Cards
  • Create Edit Custom Moments

Frequently asked questions

Can a Dialpad account have more than one administrator?

Yes! The original account admin can also assign admin status to anyone else in the organization.

Do admins have access to individual user settings?

Nope. Admins can do things like assign phone numbers to people and enable integrations, but they can't change your personal profile 





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