Create & Manage a Department

Create a Department after setting up your Main Line in Dialpad. Departments route callers to a specific group or team, such as sales and customer support.

Create a Department

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

1. Navigate to Departments
2. Select Add a Department (that's the + icon)
3. Name the Department, and add a description
4. Select Create

Dialpad launches an overview of the newly-created Department within your organization.

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

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

Duplicate a Department

As your team scales, easily duplicate existing Departments to speed up the creation process and ensure parity between departments. 

Duplication allows your customizations (think routing settings or custom moments) to be carried over to the new Department without having to manually update it at the time of creation. 

To duplicate a department, head to your Admin Settings from Dialpad.com 

1. Select Departments
2. Choose the desired Department
3. Select Duplicate
   
4. Name the new Department
5. Write a Department description (optional)
6. Choose which office the Department will be located in
   1. Duplications can be done throughout different offices
7. Select which operators you’d like to include
   1. Choose to keep the same operators as the existing Department
   2. Choose new operators
8. Select Duplicate
   

That’s it! Your new Department is created and you’ll be taken to its settings page. 

Delete a Department

Need to delete a department? No problem. 

First, head to your Admin Settings at Dialpad.com

1. Navigate to the Departments section
2. Select the Department name you'd like to delete
3. Select Delete Department
4. Re-confirm by selecting Delete

Assign operators 

Assign Users as Operators to make and receive calls in your Department. Operators can also be granted Department Admin privileges.

Head to your Admin Settings from Dialpad.com

1. Navigate to Departments
2. Select the Department
3. Navigate to Assigned Operators & Phones
4. Enter the name of the User into the text field under Operators
5. Press Enter

You also have the option to add a room phone in environments, such as a reception desk, where you want a shared phone to ring.

Business hours & call handling

In the Business Hours & Call Handling section, define when the Department is open and closed as well as how calls are handled. It also serves as the area for you to set the Department's timezone.

Head to your Admin Settings from Dialpad.com

1. Navigate to Departments
2. Select the Department
3. Navigate to Business Hours and Call Routing
4. Choose for the Department to take calls 24/7, or set it to receive calls only during specific (normal or split) business hours

From there, it's important to set call routing rules.

Dialpad also offers the ability to set holiday hours.

IVR and voicemail language settings

Set the IVR and Voicemail Language settings that callers hear. You can choose between Chinese (China), English (Australia), English (United Kingdom), English (United States), French (Canada), French (France), German, Japanese, Portuguese (Brazil), Spanish (Spain), Italian, or the Office default.

Dialpad Ai

Set your Dialpad Ai preferences for each Department. Choose for it to start automatically, or to be turned on or off at the discretion of Operators, or show real-time transcripts when a call or conference begins.

Integrations

Enable integrations on Dialpad for the Department by heading to your Admin Settings from Dialpad.com

1. Navigate to Departments
2. Select the Department
3. Navigate to Integrations
4. Select Options beside the make any updates to the integration

Advanced settings

Take even more control over the Department by customizing the Advanced Settings. These settings are specific to this Department only. 

1. Head to your Admin Settings from Dialpad.com
2. Navigate to Departments
3. Select the Department
4. Navigate to Advanced Settings

Enable or update features such as:

• Listen In & Barge Calls
  • Available only to users with Admin-level permissions through an Ai Sales or Contact Center license on the Pro or Enterprise plan
• Call Waiting (for Operators)
• Operator Access Settings
  • Allow operators to access their own call recordings and summaries for calls within this department
  • Allow  operators access to all call recordings and summaries for calls within this department
  • Allow  operators to be able to delete calls, recordings, voicemails, transcriptions and other call-related data for their own calls within this department
  • Allow  operators to be able to delete calls, recordings, voicemails, transcriptions and other call-related data for all calls within this department
• Automatic Call Recording

Working as a Department Administrator

Department Administrators are able to monitor calls as they take place,  update their Operator's DND status and more.

Learn all about working as a Department Admin in this Help Center article.