Contact Center FAQs

What happened to Contact Center Free and Standard?

We have now migrated away from the Contact Center Free and Standard plans. The features that were offered on those plans are now available for departments. Learn more.

How are agent licenses consumed?

When you purchase a Contact Center agent license, that license is tied to the individual user. That means that individual user can be assigned to any other Call Centers within your Office without consuming additional licenses.

How do I remove a Contact Center?

To remove a Contact Center, just navigate to the specific Contact Center in the Admin portal and select Delete Contact Center.

If you've purchased any local or toll-free lines for your specific Contact Center, they'll be placed in your Reserved Numbers.

How do I remove Contact Center licenses?

Contact Center licenses are assigned per Agent, so you'll need to remove that Agent from their assigned Contact Centers to free up a license and reach out to our Support Team to permanently remove the license from your billing. 

Need help knowing which Contact Centers they've been assigned? Try exporting your Team list and running a search for the Agent's name.

Are there any usage limits for the Call Centers?

Usage limits do not apply to Contact Center users that are charged per minute for inbound and outbound calls.

How many Contact Centers does my plan support?

Depending on your Contact Center plan (contact our support team if you're unsure), the number of Contact Centers per plan varies:

Ai Voice with Contact Center Standard Add On: 3 Call Centers max (Legacy Plan)

Ai Voice with Contact Center Pro Add On: 25 Contact Centers max (Legacy Plan)

Ai Contact Center and Ai Sales Pro: 25 Contact Centers max

Ai Contact Center and Ai Sales Enterprise: Unlimited Contact Centers

What Agent routing options do I have?

Fixed Order, Round Robin, and Longest Idle. You'll find these options under Agents & Admins from your Contact Center in the Admin portal.

Does Dialpad support circular call routing between Call Centers?

While you are able to route callers from one Contact Center to the next, circular call routing is not currently supported in Dialpad.

But what do we mean when we say circular call routing? Let's take a look at the example below:

• John calls Contact Center A
• No Agent answers the call
• Secondary call handling option is set to forward to another Contact Center: Contact Center B
• John is routed to Contact Center B
• No Agents answer the call
• Secondary call handling option set to forward to another Contact Center: ContactCenter A
• John is routed back to ContactCenter A

Since this isn't supported in Dialpad, once your caller is routed to your second Contact Center and no Agents answer, they'll be routed to your Contact Center's voicemail (another reason to make sure you've set that up before sharing the number).

What happens if a caller hits my queue during closed hours?

We'll default to whatever closed business hours routing that the Contact Center Admin has set up.

Why am I not seeing Live Calls under the Monitor All tab when I'm in the Office Admin?

To see all calls in 'Monitor All,' an Office or Company Admin must specifically grant themselves the Admin permission in each ContactCenter they belong to; otherwise, they will not see calls in this view.

Why am I automatically being set to Off Duty when setting myself to Available?

If you are assigned as an Agent to only one Contact Center, make sure you are not set to DND for that Contact Center.

If you are assigned as an Agent to only one Contact Center and set to DND for that Contact Center, when you try to set yourself to Available, you will automatically be set to Off Duty because you are on DND for that Contact Center. You would first need to toggle DND off for that one Contact Center, and then you would be able to set yourself to Available.

Learn more about DND and Off Duty toggling.

What number will be displayed if I place an outbound call using a Contact Center without a number as a caller ID?

If a Contact Center doesn't have a direct number, outbound calls will default to using the mainline number.

Why am I suddenly hearing a sound when I miss or decline a call?

If you miss or decline a call, you are automatically placed in an off-duty state. In March 2023, Dialpad added the option for your Contact Center Admin to enable an audible notification to help ensure Agents are aware that they have moved into an off-duty state.