The instructions below will provide some instruction as well as highlight some features available for your Central Department listing in Dialpad.
Please note that these changes will need to be made in dialpad.com and not the Dialpad app. You will also need to have administrator permissions for your department in order to change these options.
Log into dialpad.com where your landing page should be your "Department Info". If not, navigate to that page by clicking departments > your department.
Assigned Operators & Phones:
The operators and phones will already be assigned for your department. If an additional team member needs to be an operator (one who receives calls to your department) IT will need to assign a license after which you may then add them as an additional operator.
Business Hours & Call Routing:
This is where you can change the hours you would like your department to be available for transferred calls. You may not need to make any changes here as calls will only be transferred during office hours from the First Impressions Team.
This is also where you will make changes to Voicemail greetings and how you would like department calls to be handled.
Clicking Business Hours & Call Routing will show you the current Open and Closed hours.
Under Business Hours & Call Routing, click Edit Call Routing
Note the Open Hours Routing and Closed Hours Routing tabs. The one you select will display the behavior for that respective routing option.
Operator routing type:
Simultaneous: This is the only option we currently use in the organization. This allows calls to be transferred to all operators simultaneously. Whomever is available at the time can answer the call.
Open Hours Welcome Greeting - in most cases we do not use this but this will provide the caller with an automated greeting before they reach an operator. "Thanks for calling the production team. Your call will be answered momentarily..." Since calls will have gone through First Impressions before reaching a Central team (unless they have the direct number) this likely won't provide the caller with a great experience. You can leave this field with no greeting.
Ring Duration - how long the call will ring before sent to voicemail
Fallback Options - this is the behavior you want to follow if an operator is unable to answer a call. In most cases this will go directly to voicemail so the caller can leave a message that can then be responded to. Choose the option that best serves your team and the caller.
Voicemail Greeting - this is the greeting the caller will receive if their call is not answered. You will need to upload a personalized .mp3 file into this field. By default a generic message will play that doesn't provide the caller with any information so please upload a personalized greeting for your department.
