Create a Contact Center
    • 29 May 2024
    • 3 Minutes to read
    • Dark
      Light
    • PDF

    Create a Contact Center

    • Dark
      Light
    • PDF

    Article summary

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

    Features include:

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

    Who can use this feature
    Company and Office Admins on a Ai Contact Center or Ai Sales plan are able to create and duplicate Contact Centers. 

    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 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.

    Note

    Ai Contact Center users do not get a direct Dialpad number to start, only an extension. For them to make or receive calls, those agents will need to call from your Main Line or Contact Center they are assigned to unless additional licenses are purchased (see below).

    Ai Sales users do get a direct Dialpad number and can make and receive calls directly to them. Ai Sales agents also have access to additional features like Voicemail Drop and Coaching Teams.

    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 On 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. Navigate to Ai Contact Centers section
    2. Select the Contact Center that you wish to duplicate
    3. Select Duplicate
    4. Enter the new Contact Center name
    5. Enter a description
    6. Choose between copying all agents, or only some

    Note:
    If you are a Company Admin, you can duplicate the Contact Center across all offices.  

    If you are an Office Admin you will only have the option to duplicate the Contact Center in the office in which you are an administrator.

    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.

    Duplicate_CC_Add_Agents.png

    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.

    Duplicate_CC_sucessful.png

    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 




    Was this article helpful?