Dialpad FAQs

Who can use this feature?

The below steps teach Dialpad Talk and Dialpad Support admins how to Add and/or Remove Team Members.

Add Team Members

Admins can invite team members by navigating to Dialpad.com > Admin Settings > Office > Team > Add Team Members.

Here's where you can either manually add team members individually ( must be the same domain ) or if you're a G Suite or Office 365 Administrator, you can add them straight from your directory.

Set up your Main Line & Departments

Don't forget to check the # of available team licenses (every Dialpad user requires a user license).

Once you've assigned all your numbers, click onAdd to confirm the Billing Update.

Dialpad Tip:

Did you know that every Dialpad account comes with an UberConference Free account ?

We'll send confirmation emails to your team members which they'll use to verify their email address and start their Dialpad account. Ready to start adding user permissions?

Remove Team Members

Admins can remove a team member by:

Navigating to Dialpad.com > Admin Settings > Office > Team

Find the team member and click the drop-down menu to select Delete Account

Confirm that you want to delete this account

Tip:

Keep in mind that with license billing, deleting a user account does not remove a license. If you need to remove a license, contact our support team.

Have more questions about your team? Check out our FAQ.

What's Next?

Add User Privileges

Set up your Call Center OR

Desktop App

Android

iOS

To add another caller:

Click on Add Caller on your active call screen

Manually enter a number or search for a team member

Select Confirm to ring out to that contact (your other caller will hear ringing)

If your contact answers, click Done to add them to your active call. If no one answers, click Hang Up to disconnect them from your active call.

Added contacts are listed under Active Calls individually. From here you can toggle between either call screen to access controls like Hold, Mute, Transfer, or Hang Up.

Tap More > Add a Caller

On your search screen, type in your recipient's name or number

Both you and your other caller will hear ringing

Once the additional caller is connected, you'll have the same active call options for either caller

Tap More > Add a Caller

On your search screen, type in your recipient's name or number

Both you and your other caller will hear ringing

Once the additional caller is connected, you'll have the same active call options for either caller

Before diving into your iOS app, take a look at these getting started tips.

Calling

Place a Call

To place a call in the iOS app, tap on the plus sign on your screen > New Call or tap on the phone icon in the upper right-hand corner in any contact.

For more information on how to place a call within the Dialpad app in our Make Your First call article here.

Receive a Call

To receive a call in the iOS app, tap on the blue "Accept" checkmark on the right side of the screen.

For more information on how to receive a call within the Dialpad app in our Receive Your First call article here.

Transfer a Call

To transfer a call follow the steps below:

Tap More > Transfer Caller

On your search screen, type in your recipients name or number

Choose one of your available transfer options

For a more visual view of how to transfer a call in the iOS mobile app check out our Transfer Call article here.

Add a Caller

Tap More > Add a Caller

On your search screen, type in your recipient's name or number

Both you and your other caller will hear ringing

Once the additional caller is connected, you'll have the same active call options for either caller

Note:

You can add a max of 3 callers to your active call.

For a more visual view of how to add a caller in the iOS mobile app check out our Add a Caller article here.

Calls with iOS Dialer (Call Kit)

Place and receive calls with your native iOS dialer using your Dialpad number (i.e. a CallKit). Before reading on, make sure that you have upgraded to iOS 10.

Place a Call

Navigate to your iOS Contacts > Choose a Contact

Click on the Call icon

Select Dialpad

HD or Carrier Call is placed with your Dialpad # (depends on your Dialpad settings)

Just like your desktop app

Keep the following in mind:

This is your default option for native dialing unless you revert back

Your call records will be stored in Dialpad

Receive a Call (Locked)

You can receive an HD call through your native dialer when your iOS device is locked.

Inbound call displays on your iOS lock screen

Inbound call will displayDialpad Audio and your Caller's ID

Answer the call then tap the Dialpad icon

After unlocking your phone, you'll be redirected to the Dialpad app

Receive a Call (Unlocked)

Inbound call displays on your iOS device

Inbound call will displayDialpad Audioand your caller's ID

Answer the call to be automatically pulled into your Dialpad app

In either case, you must enable HD calling inbound within your mobile Dialpad settings to use these options.

Call Waiting

When you're on an active HD call and a second carrier call comes in, you'll have the option to:

Decline the carrier call

End the HD call and accept the carrier call

When you're on an active carrier call anda second HD call comes in, you'll have the option to:

End the carrier call and accept the HD call

Reject the HD call

Hold the carrier call and accept the HD call

Record a Call

To record, Tap More > Record This Call

To stop recording, tap More > Stop Recording

You can access your recordings straight from your iOS app. Just navigate to Inbox > Recordings. To download, head back over to your desktop app.

Manage Contacts

Search Contacts

You can search for either a contact or a specific term/phrase:

Search a Contact

Tap the Search icon (magnifying glass) to pull up the search field

Type in your contact's name/number

Tap on their name to pull up your conversation thread

Search a Term/Phrase

Tap the Search icon (magnifying glass) to pull up the search field

Tap onHistory, then type in your term/phrase

Tap on a result to be pulled into your conversation

From the conversation thread, you can:

Send a message

View their Profile

Place a Call

Add a Contact

Tap + then Add Contact

Enter in your contact's info

Tap Done to save contact info

You can also add unsaved numbers as new contacts. Just open up the conversation thread with the new number and tap eitherNew Contact orAdd to Existing.

View your Contact's Profile

Just like your desktop app, you can view your contact's profile on your iOS device, including any G Suite or Office 365 integrations.

Just tap on your contact's name when you're in a chat to pull up their profile. If you haven't connected these integrations on your desktop app first, then this area will appear blank.

Dialpad Tip:

When a contact has multiple #s, tap on the star next to the # you want to make their primary contact option.

Caller IDs

Adjust your caller ID for a specific caller or for all calls.

To adjust your caller ID for a specific call, you can select one of the following options:

Long press on the call icon when you're in a conversation thread

Tap on your name in the upper left-hand corner of the app>Settings>Outbound Caller ID

Tap onNew Call From drop-down when you're viewing the New Call screen

To adjust your caller ID for all calls, you'll need to navigate to your global caller ID settings.

Keep in mind that any interactions with your Department lines will default to the Department ID.

Block a Caller

Blocking a call on your iOS works the same way as your desktop app.

Toggle DND

Tap on your photo/initials at the top left of your screen

Tap on the DND toggle to turn it ON

Set a Custom Status

Just like your desktop app, you can set a custom status straight from your iOS. Just tap into your profile to see the option to pick from our defaults or create your own (and why not throw an emoji in there?).

Check your Inbox

Just like your desktop app, your Inbox displays:

New notifications

New calls

Missed calls

Voicemails

Recordings

Tap on a voicemail to display options to:

Play (via earpiece of speaker)

Reply (conversation thread)

Call Back

Delete

Pro or Enterprise user ? Voicemail transcriptions will automatically appear under each of your voicemails.

Archive a Thread

, you canArchive past conversations in your Recent list. Just swipe left and tap X to Archive.

Bonus: Swiping right gives you the option to place a call to that contact.

Messaging

Send a Message

Tap + then New Message

Type your contacts name or number

Once youre pulled into the thread, start typing your message

Tap on the camera icon to upload an image or video

You'll have the option to upload three photos to send via Dialpad. Don't forget, you can share photos from your native gallery straight to Dialpad.

Just select Dialpad from your share options and then either select a frequent contact or search for one of your Dialpad contacts.

Receive a Message

You'll receive a banner notification on your screen, a badge notification on the app's icon, and a notification within the appin other words, we got your back.

Plus when you have multiple messages, we'll give you the option to dismiss all in a single tap (talk about productive).

Dialpad Tip:

Did you know you can flag a message for later? Long press on a message to flag for later, then navigate toInbox > Flagged.

Group Messages

Need to grab the attention of the group? On your new message screen, tap after your recipient's name to add more contacts.

Once you've started your conversation, you can tap on the Profile within the conversation thread to view individual group members, add another contact to your group, leave the group, or mute notifications.

Tap on any individual group member to pull up options like:

View Profile

Send Message

Call

Remove From Group

iPhone Settings

Not only is your outbound caller ID and HD Calling options nestled under your Settings, but also the ability to adjust the type of notifications you receive as well as how you receive them.

Receive Notifications For

By default, these options are toggled ON, but you can always opt to turn one or all three off.

Advanced Settings: SMS Forwarding& Ring this Device

By default, this is turned off to avoid having you receive notifications twice (once from the app and once from your native device).

SMS Forwarding is only available with carrier service. By default, Ring this Device is toggled ON to ensure that you're receiving incoming calls to your forwarding device. If you want, you can opt to turn this off so only calls to your other connected devices ring.

Keep in mind that this is not the same thing as enabling Do Not Disturb from your profile drop-down.

Automatic call recording is available on Pro and Enterprise plans.

Admins can enable automatic call recording for their Main Line, Department, and Call Centers as well as enable the option for team members to record their own calls (or even turn off the audio prompt).

Enable User Call Recording

Before enabling call recording across your office, keep in mind that users will still need to selectRecord with calls made or received on their direct lines.

To allow your team members to record their calls, follow these steps:

Navigate toAdmin Settings > Office > Office Settings > Office-Wide Settings

Under Making Callscheck the option toAllow Team Members to Record their Calls

Main Line, Department, or Call Center Inbox

If you'd like, you can even check the option to turn the audio prompt off so callers won't hear "this call is being recorded".

Once enabled, your team will find their future recordings displayed in theirDialpad Inbox.

Enable Call Recording on Shared Lines

Automatic call recording is available on Pro and Enterprise plans.

To enable automatic call recording (inbound and outbound) on your Main Line, Department, or Call Center, follow these steps:

Navigate to theAdvanced Settings of the shared line

CheckAutomatically record calls

Only the Main Line/Department/Call Queue Adminwill have access to these recordings which will be stored and displayed in the.

If you don't check this option and your Operators or Agents record the call, the recording will be stored and displayed in your Operator or Agent's Dialpad Inbox.

Dialpad Tip:

Automatic call recording won't apply to calls that have been transferredin other words, it'll be up to the recipient receiving the transferred call to selectRecord.

Select an Automatic Recording Prompt

Dialpad Admins can select one of the available messaging prompts to alert their callers they're being recorded or can opt to upload or record their own.

While it's important to record calls, sometimes having a recording prompt play at the beginning of a call can disrupt the natural flow of conversation.

In those cases, Admins can selectNo Message from the drop-down to have no recording prompt play when calls are answered on that line.

Dialpad Tip:

Selecting No Message will require you to confirm that you will be responsible for alerting your caller's that the call is being recorded.

Who can use this feature?

The feature described below is available to all Vi users.

At this time, Vi is only available for US and CAN offices

Speech Coaching pops-up suggestions during a call to remind Dialpad users to speak clearly.

In particular, Speech Coaching will remind users when they:

Use too many filler words such as "um", "er", and "like"

Speak too quickly

Speak too much without allowing space for others in the conversation Create a Call Center

Turn On Speech Coaching

To turn on Speech Coaching for your direct, user calls, navigate to Dialpad.com > Your Profile > Voice Intelligence.

Speech Coaching can also be activated for Coaching Groups and Call Centers. To learn how, see the articles below:

Coaching Groups

Our Dialpad Support and Dialpad Sell products or Call Centers give teams more flexibility when it comes to customer support and call routing. Call Center features include:

Flexible routing options

Real-time dashboard and service alerts

Real-time coaching via listen-in, barge, and take over

Customizable Hold Queue rules & limits

Let's take a quick look at how you'd create a new Call Center in Dialpad Support and Dialpad Sell.

Create a Call Center

To get started, navigate toDialpad.com > Admin Settings > Call Centers > Add a Call Center

Manage Call Center Alerts

After creating your Call Center, you'll be able to add local or toll-free numbers as well as add a fax number (additional charges apply).

Purchase Call Center Licenses

Before you can assign users as Agents or Reps to a Call Center, you'll need to purchase Call Center licenses for each user.

You'll see this option underBilling as well as underAdmin Settings > Office > Licenses > Buy Licenses

Just purchase the number of licenses you'll need for each active agent that you plan on adding to a Call Center.

Dialpad Tip:

You'll assign an individual Call Center licenses to a user, so users can work more than one Call Center.

Add Agents and Admins

Next, you'll need to assign team members as Agents or Reps to make and receive calls on your Call Center. Here's how:

Add people from your team by typing in the search field

If desired, select eitherMake Supervisor orMake Admin from the drop-down

Call Center Supervisors have all the access as an Agent or Rep with the ability to utilize coaching metrics like Listen In, Barge In, and Take Over, as well as access the dashboard and set alerts.

Call Center Admins have all of the above-mentioned access in addition to being able to edit Call Center settings.

Set Business Hours & Call Handling

Normal Business Hours

This section includes areas to:

Set business hours for your Call Center

Set call routing rules for your Open and Closed Hours

Upload or record your Welcome Greeting

Select the language of the IVR menu language that callers will hear

Set Your Ring Duration

Set your Hold Queue rules and limits

Set up your Fallback Options

Upload or record your Call Center voicemail greeting

Holiday Hours

Open different hours during the holidays or company events? No problem! You will also have the option to set up Holiday hours for how calls are handled on those specific days during the year your business hours change for holidays or company events.

Voice Intelligence

Set up Voice Intelligence for your Call Center, including Real Time Assist with Speech Coaching.

Integrations

Enable and Configure any Integrations available for your Call Center.

CSAT Surveys

If your Company or Office Admin has created a Customer Satisfaction Survey in the Office Settings, you can apply the survey to your call center here.

Dashboard and Alerts

Keep tabs on the health of your call center with managed alerts. Visible from the dashboard, alerts can also be sent via Dialpad message or email to the Call Center Admin as well as a custom list of fellow team members.

Admins can set alerts for activities like:

Service Level (calls received, threshold, etc.)

Agent Duty Status

Queue Size & Hold Time

Advanced Settings

Your advanced settings give you more control over your Call Center. Scroll through this section to:

Set the Call Center Caller ID

Call Center Failover Number

Automatically record inbound calls, outbound calls or both

Customize your call recording

Allow agents to stop/restart recording during a call

Add a post-wrap-up time for Agents

Let Agents know Supervisor is listening in

Call waiting for agents (only applies if an agent is on an outbound call)

Send email notifications for voicemails and faxes to additional email addresses

Have more questions about Call Centers? Check out FAQ.

What's Next?

Set Business Hours

Set Your Call Routing Rules

Dialpad supports the following IP desk phones, whether purchased directly from Dialpad or not

Polycom

VVX x50 Series - 250, 350, 450

Firmware - 6.3.0.19348

VVX Series:201, 300/310, 301/311, 400/410, 401/411, 500, 501, 600, 601,

Firmware 5.6.1.1740+ or5.8.2.4732

Soundstation IP 6000

Soundation IP 7000

Trio 8800

Obi300(ATA)

Firmware 3.1.2

Obihai

Obi1000 Series IP Phones - 1032, 1062

Firmware - 5.1.5

Who can use this feature?

The Real Time Assist feature is available on our Dialpad Support and Sell Plans.

The Real Time Assist feature will automatically pop-up suggestions to reps during a call based on user-defined trigger words.

Creating Cards

To create your assist cards, follow these steps:

For Call Centers, Navigate to Admin Settings > Call Centers > Voice IntelligenceFor Coaching Groups, Navigate to Your Settings > Voice Intelligence

2. Click on "Create New Card"

Fromhere you will define trigger words that will prompt a pop-up during your agent's calls. The pop-up will show display recommendations and links to assist Agents with their calls.

here

The blue text to the above the trigger shows how many times that trigger was mentioned on calls for that call center or coaching group in the last week.

Note:

There is a limit of 100 cards per Call Center or Coaching Group.

Assist pop-ups

When one of the defined trigger words is mentioned on a call center call, a pop-up with the helpful information will appear for your agent.

Note:

If a trigger word is mentioned twice on a call, the assist card will only pop up the first time the word is mentioned.

Speech Coaching

Real Time Assist can also coach your team members on good speaking behaviors like using fewer words and not speaking too quickly. You can learn more about that capability.

Who can use this feature?

Coaching Groups is available to those customers on our Dialpad Sell plan.

Coaching Groups allows Admins to set up groups within Dialpad to give managers the ability to monitor users direct calls that someone on their team is currently conducting, in real-time.

Create a Coaching Group

To create a coaching group, have your Office Admin follow these steps:

Navigate to Admin Settings > Coaching Groups

Add a Coaching Group

Select the coach for the group you are creating

automatically remind trainees

From here, either the Office Admin can continue setting up the group or the Coach can do it themselves.

Note:

When an Office Admin adds a Trainee to a Coaching Group, the pairing will happen automatically. When a Coach adds a Trainee to their Coaching Group, the Trainee will need to accept the invite in order to confirm the pairing.

Admin Adds Group

The Office Admin can choose the trainees to the coaching group by clicking on "Add Trainees"

Coach Adds Group

The newly appointed coach can create their own group by following the steps below:

Navigate to Your Settings > Your Coaching Group

Add Trainees

Note:

A trainee cannot be an Executive in an executive/assistant pairing at the same time. If you are a trainee of a coaching group your Executive Assistant pairing will not work.

Call Recording

Office Admins can choose to automatically record trainees outbound and inbound calls by navigating to Admin Settings > Coaching Groups.

In addition to being able to choose to automatically record all outbound calls, Office Admins can go one step further and pick and choose which outbound calls get recorded based on area code.

Other settings available include

Allowing Trainees to stop/restart a recording in the middle of the call

Choose from a list of options for the Call Recording message before connecting to the training or disable that message completely.

Tip:

Have trainees in a different office than the coach? In order to have those calls recorded the recording settings will need to be managed in the office that the trainees are in. For example:

Coach A is in Office 1

Trainee B and Trainee C are in Office 2

Coach A has Trainee B and Trainee C part of their coaching group. In order for Coach A to have Trainee B and C's calls recorded, Coach A would need to go into Office 2 and enable the call recording settings.

Coaches can access their trainee's recordings to listen or download in the Calls List or in the Coaching Groups tab on the desktop app. Coaches who want to delete any call recordings cando so in the desktop app.

Trainees do have the ability to access their own call recordings in the desktop app, however, that is only if the call was manually set to record.

Enable Voice Intelligence

If Vi is enabled for your the Company, Admins can turn Vi on or off for coaching groups by navigating to Admin Settings > Coaching Groups:

Note:

If Vi is enabled for coaching groups, trainees' personal Vi settings will be overridden for their calls.

Activate and Configure Real-Time Assist

Real-Time Assist will automatically pop-up suggestions during calls to make calls smoother and more effective.

You can set up Real-Time Assist cards by navigating to Your Settings > Your Coaching Group > Create New Card

From here, you can define your trigger words that will prompt a pop-up during your trainees calls. You can configure the pop-up to include tips, information, and links to assist with their customer interactions.

Real Time Assist can also to speak slowly, use fewer filler words, and make room for their customers to speak. To activate that function, check the box labeledShow Real Time Assist hints during your calls.

Working as a Coach

Once a group has at least one trainee, the Coach will see a "Coaching Group" section in their Dialpad app. Here they will be able to see the active calls of their trainees.

Any active calls that are occurring, the Coach will have the ability to View the live transcript or Listen In/Barge by clicking on "Listen In".

Dialpad Tip:

Only the Trainees calls from their direct line will appear. Department or Call Center calls will not appear here.

Analytics

Coaches can see analytics for their trainees right from the web portal, just select Analytics from your main navigation.

By default, your analytics will display your own personal data. To review your Coaching group's analytics filter the Quick Links toggle toCoaching Group: First_Name Last_Name

Note:

Administratorshave the ability to toggle between all Coaching groups. If you are not an Admin, you can only view your own Coaching Groups stats.

FAQs

Can a Coach have multiple Groups?

No, each Coach will have just one group. However, Trainees can appear in more than one Coachs group.

Note:

Trainees can have a max of 30 coaches.

Will the Coach always see their trainees in the Active Calls list?

No, youll only see your trainees if they are on a live call. So if no one is on a call, youwon'tsee anything in the Coaching Groups tab.

Does the Trainee see anything different in their App?

No, the trainee experience is no different to using Dialpad as normal. They will not see a Coaching Group section in the app.

Will the Trainee know their calls can be monitored?

Yes, the Trainee receives an email that informs them when they are added or invited to the Group.

Does the Trainee need to accept the Invitation email?

Yes, if added by the Coach, the Trainee must accept the invite. If added by the Admin, this step is not necessary.

Dialpad gives you a number of ways to make your first call from search results to chat history. Let's take a look at all the ways you can place a call in Dialpad, starting with dialing a number.

Looking to make calls on your other devices? Check out our guides for iOS, Android, or desk phones.

Place a Call

Desktop App

Android

iOS

ClickMake a Call to manually dial in your contact's number. Once you start using Dialpad, your frequent contacts will automatically appear for quick access.

Confirm Audio Settings

Tap New Call to manually dial a number or search for a contact. Or, if you're within a conversation thread you can tap right on the Phone icon.

Click to Call: From a Web Page

In a web page and want to place a call to a number on that page? Click on the phone icon > Open with Dialpad > Call

Tap + then New Call to manually dial a number or search for a contact. Or, if you're within a conversation thread you can tap right on the Phone icon.

Learn how to place a call straight from your native iOS dialer.

Call from Search

Maybe you don't know your contacts number off the top of your head (who does these days?). With search, pull up your contact's info based on any of the followingsearch criteria:

First Name

Last Name

Email address

Company name

Dialpad phone number (if they have one)

Forwarding number (like their cell)

Note:

If the contact you are searching for is a Shared Contact or a contact only saved in Dialpad. You can only search by name, email or phone number.

If you're searching by name, the contact will either need to be a member of your team, a previouslysaved contact, or a synced contact.

In the case of duplicate names, hover over theContact icon to view associated information like:

Job description

Company name

Email address

Call from Chat

Started a chat but need to switch over to the phone? No problem. Just click the phone icon in your chat window to initiate a new call with your contact.

Even while you're on a call, you'll still be able to continue to message back and forth by selectingView Conversation on your active call screen.

Dialpad Tip:

Did you know that you can switch calls from your laptop to your cell ?

What's Next?

Receive Your First Call

Record Your Voicemail Greeting

With Dialpad you get the freedom to work from anywhere on the iOS devices you use every day.At this point, you've already downloaded the iOS app and are ready to connect and launch the app for the first time.

Let's take a look at your first steps in getting started with the iOS app.

Step 1: Verify Your Number

Once you launch the app, you'll be asked to verify your phone number. You may have already done this in your Profile settings. If so, once you hitVerify Number, we'll let you know that you're good to go onto the next step.

Transfer a Call with iOS

If not, we'll ring out to you. Just tap 1 to confirm your number.

If you opt to Skip for now, you'll only be able to place/receive calls when you have an internet connection.

Step 2: Navigating the App

Once you're logged into the app, your Recentscreen will display things like:

Your Profile

Your Favorite Contacts

Recent conversations (including notifications)

Quick action (+) menu (add contact, new message, new call)

Search

Inbox

Contacts

Assigned Departments / Call Centers

Inbox

Just like your desktop app, your Inbox displays:

New notifications

New calls

Missed calls

Voicemails

Recordings

Messages

Flagged Items

Spam

Tap on a voicemail to display options to:

Play (via earpiece of your phone's speaker)

Reply (conversation thread)

Call Back

Delete

Note:

Pro or Enterprise user ? Voicemail transcriptions will automatically appear under each of your voicemails.

Contacts

Tap on Contacts to view:

Frequent

Directory

Department

Dialpad (contactsyou'veconnected with through Dialpad)

Device (personal contacts from your iOS device)

Departments

Tap on Departments to display all the Departments that you've been assigned as an Operator or Administrator.

Your Department Inbox displays categories like:

New - new interactions from a contact

All - timeline of events to that department and shows weather the interactions were a message, call, or voicemail

Missed notifications

Voicemails

Recordings (Administrators only)

You'll also have the ability to toggle your Department DND from this screen.

Call Center

Tap on Call Centers to display all the Call Centersthat you've been assigned as an Agent or Administrator.

Here you can manage your Available/Off Duty status and set any custom off duty status'.

Your Call Center Inbox Displays:

Hold Queue

Agents - shows all agents assigned to that Call Center and their status' (Call Center Admins and Supervisors can toggle agents on and off duty)

New -new interactions from a contact

All -timeline of events to that department and shows weather the interactions were a message, call, or voicemail

Voicemails

Recordings (Call Center Admins ONLY)

Profile Settings

Here's where you'll come if you're looking to:

Set a Custom Status

Toggle your DND on/off

Change your outbound caller ID for all iOS calls

Toggle notifications on/off

Enable/disable HD calling

Step 3: Enabling HD Calling

Empowering you to work from anywhere takes strong call quality. That's why we suggest enabling HD calling when you're connected to a trusted, strong WiFi connection (like at the Office, airport, or even at home).

Traveling? Navigate back here to disable HD calling and make calls with your carrier network.

Better yet, consider opting forChoose before each call, giving you the flexibility to pick the best option for wherever work takes you.

What's Next?

Place a Call with iOS

Record a Call with iOS

Transfer your calls directly to another person, or Department. Looking to transfer on your Obihai ?

To transfer an active call:

Click Transfer

Search for a contact, manually type in a number, or select one of your most frequent contacts

If a team member/Department has more than 1 #, click on the drop-down to select

Numbers outside your Organization

Depending on who youre transferring to your options include:

Ask First (Warm)

Transfer Now (Direct)

Transfer to Voicemail

Transfer to Hold Queue (Transfer to Hold)

Diapad Note:

In order to transfer a call to a department, that department must have a phone number assigned to it.

Ask First (Warm)

Ask First (Warm) is available for:

Team members

Numbers outside your Organization

Departments (includes Main Line)

Call Centers

Desktop App

Android

iOS

When you opt for Ask First:

Your active call is put on hold

New call is placed to team member/Operator to confirm the transfer

Once your team member/Operator answers, you'll have options to finalize the transfer, send the caller to voicemail, or even hang up the call.

Introduce a Warm Transfer

Looking to introduce your callers before finalizing your transfer? You can merge the calls once both are active. Here's how:

Navigate to the call on hold

Click onMerge

Now all three of you are on an active call, where you can introduce your caller to your recipient before handing off the call.

When you're ready, clickTransfer on your initial caller's screen to finalize.

Andriod

Tap More > Transfer Caller

On your search screen, type in your recipients name or number

Choose Ask Now

Your current call will be placed on hold while the new call is being made

Once the new call is connected you can select Transfer

iPhone

Tap More > Transfer

On your search screen, type in your recipients name or number

Choose Ask Now

Your current call will be placed on hold while the new call is being made

Once the new call is connected you can select Transfer

Transfer Now (Direct)

Transfer Now (Direct) is available for:

Team members

Departments (includes Main Line)

Call Centers

Desktop App

Android

iOS

When you opt for Transfer Now:

Your active call is temporarily put on hold

Your active call is thendirectly transferred

Android

Tap More > Transfer Caller

On your search screen, type in your recipients name or number

Choose Transfer Now .

The call is transferred and you are then disconnected.

iPhone

Tap More > Transfer

On your search screen, type in your recipients name or number

Choose Transfer Now

Your call will be transferred and you will be disconnected right away

Transfer to Voicemail

Transfer to Voicemail is available for:

Team members

Departments (Includes Main Line)

When you opt for Transfer to Voicemail:

Your active call is put on hold

Your active call is then transferred directly to your partys voicemail greeting

Transfer to Hold Queue

Transfer to Hold Queue (Transfer to Hold) is available for:

Team members

This feature is ideal for times when you know your team member can take the call in a minute or two (like if they just got up to grab a quick cup of coffee).

When you opt to Transfer to Hold Queue:

Active call is put on hold

Active call is transferred over to team members line (still on hold)

Team member receiving call sees it under their Active Call sidebar (on hold)

Team member selects Switch Call to This Device to accept

How do I clearmessage notifications?

Sometimes your app may display notifications even if you've already checked them. To clear these out, click on theMark All as Read icon in your Recent list for recent messages and Inbox for all other calls/messages.

How do notifications work?

Nobody wants to spend their entire day clearing messagesthat's why we try to keep it simple when it comes to notifications. Whichever client you're using to send/receive notifications (desktop app / mobile app) is considered your "active client".

Once that active client is set, you'll only receive notifications to that client. And if you switch clients (so from your desktop app to your mobile app) or you don't interact with any client in 5 minutes, the "active client" status is cleared.

The only time you'll receive notifications to more than one client is when you haven't set an active client (limitations apply per your device settings).

Who can use this feature?

Company Admins can access analytics for all Offices, Departments and individual team members in their company.

Office Admins can access analytics for their Office, Departments and individual team members they are the admin of.

Department Admins and/or Call Center Admins can access analytics for Departments and/or Call Center they are the admin of.

Individual Team Members can access analytics for their personal calls and messages.

Individual Team Members granted analytics access can review analytics for the Office they are in, including departments/call centers and other team members.

If you are a Dialpad Talk Admin with our Call Center Add-On or a Dialpad Support Admin and are looking for information on the additional Call Center analytics available, check out this article.

Administrators and team members can access analytics straight from the web portal. In this article, we'll take a look at the data available.

Basic Structure

Analytics FAQs

Filter Drawer - where you set your filters

Summary of applied filters

Toggle between Charts and Calls List

Tabs for different types of metrics available with those chosen filters

Filter Data

The following filters are available:

Users & Targets

Quick links - allow you to scroll through a list of your groups, i.e. departments, call centers, office mainlines. Note, Individual team members will default to their own analytics will display your own personal data.

Users & Groups - allows admins to search for users or groups by typing in the name

Dialpad Tip:

Did you know? If you are in the Calls List only, you can search for a user within a group. For example, if you are filtering your Finance Department group, you can filter for agent Jon Doe as well.

Call Types

Department Calls

Users Calls

When you select User Calls, youre looking at all the calls your Operators or Agents handled regardless of where the call came from or went to (so even if it went to another Department or Call Center). Think of it as a way to see the total amount of activity that your Operators or Agents are handled across all their lines. If you just want to see the activity on a specific Department or Call Center, select Department

Date and Time range

Preset ranges

Today

Yesterday

Last Week (i.e. Sun-Sat)

Last Month

Last 7 Days

Past 30 Days

Past 90 Days

Custom Date Range

User's on a Dialpad Talk Standard Plan can access data for up to 3 months

User's on a Dialpad Talk, Support, or Sell Pro or Enterprise plan can access data for up to 3 years.

Note:

Preset range selections will simply auto-fill the start and end date. For example, if you choose "Past 30 days" from the preset dropdown, and today is April 1st, you will see data for March 2nd - 31st.

If you go back to the exact same URL the next day, the preset dates will stay the same, as it is not a rolling filter - so back to our example, youwon'tsee April 1st data, you will still see March 2nd - 31st. Just reset your filters to update the data.

Call duration

Min & Max

Keywords ( Voice IntelligenceData )

Agent side - meaning the operator or your Dialpad Team Member said the keyword/s

Customer side - meaning the customer or your external contact said the keyword/s Both

Note:

If you search for two keywords it will return calls where BOTH keywords were mentioned on the same call.

Moments ( Voice Intelligence Data )

Agent side - meaning the moment/s occurred on the operator or your Dialpad Team Members, side of the conversation

Customer side - meaning the moment/s occurred on the customer or your external contacts side of the conversation

Both

Note:

If you search for two moments it will return calls where BOTH moments occurred on the same call.

The following filters permit multiple entries:

Keywords (5 max) - use a comma to separate them

Moments - you can select up to five from the moment's list

Charts and Tabs

Total Calls Tab

When viewing the total calls tabs, if you have not filtered for specific keywords or moments, the data available to you is:

# of placed calls

# of received calls

# of missed calls

# of abandoned calls

# of canceled calls

Admins will also see a leaderboard of operators whose calls met your filter criteria.

If you have filtered any specific Moments or Keywords the data shown here will only include calls with that meet those specific criteria.

For these searches, data will be broken down by Customer Calls and Agent Calls, which refers to the side of the call on which the filtered Keyword or Moment occurred.

Admins will also see a leaderboard of operators whose calls met your filter criteria.

Moments Tab

When you have not explicitly searched for a moment, this tab will show the top moments (by occurrence count) within the sample of callsyou'vefiltered for.

Admins will also see those moments occurrence trends plotted over time and a team member leaderboard for moment occurrence counts of the top moments.

Whenyou'vesearched for a specific moment/s, this tab will show you occurrence counts overtime for those specific moments only, as well as occurrence count totals.

Keywords Tab

Note:

The keywords tab is only available when the filter target is not your company or an office.

When you have not searched for specific keywords, we graph the top three Notable Keywords and display a corresponding table of data for those keywords.

What is a Notable Keyword? Obviously, youdon'tcare how many times common words like um and or hello are said on your calls, so our algorithm looks for words within your filtered set that seem to be unique to your calls and shows you data on the top three.

For Admins, we also display a team leaderboard for those Notable Keywords.

Similar to the Moments tab, when you have searched for specific keywords, the occurrence count over time for those keywords will be graphed on this tab.

A corresponding leaderboard will also be displayed, as well as a list of related keywords.

Call Minutes and Text Messages

Both of these tabs will appear only if you have not filtered for a specific Moment or Keyword. The following data will be included:

Call Minutes

# of outbound minutes

# of inbound minutes

Average call duration

Text Messages

# of texts

Inside Office: # of texts inside the company (Dialpad to Dialpad)

Outside Contacts: # of texts outside the company (to an external or non-Dialpad number)

Dialpad Tip:

Did you know? Messaging within a Department to another internal user will also count towards your Inside Office metrics. However, if your Department operators are messaging a Department Contact (i.e. someone outside of your Office) then that would count towards the External Contacts instead.

Call Lists & Summaries

Found a set of interesting calls you want to investigate further?

Toggle to the Calls List view on any page to view the list of calls that constitute the charts you are currently viewing - our call history.

Admins can also click on a team member in any leaderboard to view the relevant calls specific to that team member.

For calls that have a Voice Intelligence transcript, meaning Voice Intelligence was enabled, you can view the full call summary right from the Calls List.

Dialpad Tip:

Did you know? If a given call does not have a Voice Intelligence call summary but does have a recording, it can be played or downloaded.

Calling Habits

Here's where you can get a general sense of how calls are placed/received throughout your office. These stats include:

% of calls internal vs external

% of missed calls

% of team using specific devices (desktop, mobile, desk phone)

Note:

For admins, Calling Habits displays when you are looking at an entire offices' analytics, not a single department.

Additional metrics surrounding calling habits that are available to individual team members only or when an Admin is looking at their personal analytics are:

Average Call Length

Busiest Day of Calling

Team Member Leaderboards (Admins Only)

Note:

Team Member Leaderboard displays when you are looking at an entire offices' analytics, not a single department.

Need to review individual team member metrics? This section displays the following stats for the top 100 users of your team:

Total Calls

Total Call Minutes

Avg. Call (Min.)

Total Placed Calls (outbound)

Total Received Calls (inbound)

Total Missed Calls

Total Cancelled Calls

Select a team member from this list to view their own individual metrics.

Department/Call Center Leaderboards

When viewing a specific Call Center or Department, in addition to seeing Team Member stats, Admins can also see DID usage for those shared lines that have more than one number.

Please note, Admins will not be able to see call metrics across all of the associated Department and Call Center phone numbers - Department Call Types only.

Additional Resources

Read your Usage Reports

Analytics Glossary

If you've placed a call through our mobile app and noticed a different number coming up than the one you called, don't worryit's supposed to do that.

We call that arelay number and its purpose is to route calls through Dialpad to display your Dialpad caller ID over your mobile phone. We'll assign a relay number to each of your contacts and use the same one every time you place a call.

Here are just a few benefits to using relay numbers:

Calls made from your forwarding device use your Dialpad caller ID rather than your device's personal number.

Even when you don't have data coverage, your calls will display your Dialpad number.

For international calls, because the relay number is an in-country number you'll only be charged a domestic call by your mobile carrier while the international leg of the call will be charged by Dialpad at our low rates.

Dialpad Tip:

You'll only see relay numbers if you've opted to use your carrier to place outbound Dialpad calls.

Calling

Place a Call

To place a call in the Android app, tap on the plus sign on your screen > New Call or tap on the phone icon in the upper right-hand corner in any contact.

For more information on how to place a call within the Dialpad app in our Make Your First call article here.

Receive a Call

To receive a call in the Android app, tap on the blue "Accept" checkmark on the right side of the screen.

For more information on how to receive a call within the Dialpad app in our Receive Your First call article here.

Transfer a Call

To transfer a call follow the steps below:

Tap More > Transfer Caller

On your search screen, type in your recipients name or number

Choose one of your available transfer options

For a more visual view of how to transfer a call in the Android mobile app check out our Transfer Call article here.

Add a Caller

Tap More > Add a Caller

On your search screen, type in your recipient's name or number

Both you and your other caller will hear ringing

Once the additional caller is connected, you'll have the same active call options for either caller

Note:

You can add a max of 3 callers to your active call.

For a more visual view of how to add a caller in the Android mobile app check out our Add a Caller article here.

Before diving into your Android app, take a look at these getting started tips.

Call with Android Dialer

Decide whether your personal device's number or your Dialpad number is shown when placing calls through your native dialer. By default, we'll use your personal device's number.

To make an adjustment to this, navigate to Settings > Outbound Caller ID > Calls from the Android Dialer and select your preferred number.

Just like your desktop app,

1. Use Dialpad Caller ID

Select this if you want all calls from your native dialer to use your Dialpad phone number over your personal. You'll see the Calling with Dialpad overlay when placing calls, and a record of the call will display in Dialpad.

2. Use Mobile Number

Select this if you want all calls from your native dialer to use your personal number. A record of the call will display on your native call log and not in Dialpad.

3. Ask Before Each Call

Select this if you always want the option to choose between using your Dialpad number or personal number on individual calls. You'll also have the option to set your choice for "Just Once" or "Always"

Note: Using your mobile number will require carrier service.

Record a Call

To record, Tap More > Record This Call

To stop recording, tap More > Stop Recording

You can access your recordings straight from your Android app. Just navigate to Inbox > Recordings. To download, head back over to your desktop app.

Manage Contacts

Search a Contact

You can search either a contact or a term/phrase. Here's how:

Tap the Search icon (magnifying glass) to pull up the search field

Type in your contact's name/number or term/phrase

Tap on their name to pull up your conversation thread

From the conversation thread, you can:

Send a message

View their Profile (tap theInfo icon)

Place a Call

Favorite a Contact

Have contacts you're always chatting with? Why not favorite them and keep them close by?

Navigate to any contact in your Dialpad Android app > Click on the on the right-hand side of your screen to display a symbol. Select that to add your contact to your favorites.

Add a Contact

Tap + then Add Contact

Enter in your contact's info

Tap Done to save contact info

You can also add unsaved numbers as new contacts. Just open up the conversation thread with the new number and tap on either New Contact or Add to Existing.

Add New Contact from a Group

When there are unknown numbers in group conversations, you can easily add them as contacts.Just tap on theInfo icon to pull up the group profile > press thenext to that contact.

View Your Contact's Profile

Just like your desktop app, you can view your contact's profile on your Android device, including any G Suite or Office 365 integrations. Just tap on theInfo icon to pull up their profile.

If you haven't connected these integrations on your desktop app first, then this area will appear blank.

Caller IDs

To adjust your caller ID for individual calls, select one of these options:

Long press on the call icon when you're in a conversation thread to select an available ID

Tap on your name in the upper left-hand corner of the app > Settings > Outbound Caller ID

Tap on the New Call From drop-down when you're viewing the New Call screen

To adjust your caller ID for all calls, you'll need to navigate to your global caller ID settings.

Keep in mind that any interactions with your Department or Call Queue lines will default to the respective ID.

Block a Caller

To block a caller:

Navigate to their profile (tapInfo on the conversation thread)

Tap the pencil icon (edit) to edit their profile

Tap the three-dot menu to selectBlock Contact

DND and Custom Status

Toggle DND

Tap on the three bar menu at the top left of your screen

Tap on the DND toggle to turn it ON

If you need, you can opt toSet a Timer

Set a Custom Status

Just like your desktop app, you can set a custom status straight from your Android. Just tap into your profile to see the option to pick from our defaults or create your own (and why not throw an emoji in there?).

Check your Inbox

Just like your desktop app, your Inbox displays:

New notifications

New calls

Missed calls

Voicemails

Recordings

Tap on a voicemail to display options to:

Play

Play through Speaker

Reply (conversation thread)

Call Back

Delete

Pro or Enterprise user ? Voicemail transcriptions will automatically appear under each of your voicemails.

Messaging

Send a Message

Tap + then New Message

Type your contacts name or number

Once youre pulled into the thread, start typing your message

Tap on the camera icon to upload an image or video

Dialpad Tip:

Android N and above users can direct reply to a message notification.

Messaging Options: Send with Dialpad

Android users can select Diapad as their preferred messaging option when using outside apps.

If the app allows you to tap a number to either call or message, select Dialpad to launch a new conversation thread.

We'll prompt you to either add this number as a new contact or add it to an existing contact.

Receive a Message

You'll receive a banner notification on your screen, a badge notification on the app's icon, and a notification within the appin other words, we got your back.

Once you open the app, you'll see any unread messages at the top of your Recent screen marked with a blue dot.

Worried you'll miss something in the shuffle? We display a colored bar at the bottom of your screen alerting you of the # of unread notifications.

Dialpad Tip:

Did you know you can flag a message for later? Long press on a message to flag for later, then navigate toInbox > Flagged.

Group Messages

Need to grab the attention of the group? On your new message screen, tap and scroll to keep adding recipient's names.

Once you've started your conversation, you can tap on Infowithin the conversation thread to view individual group members, add another contact to your group, mute group notifications, or simply leave the group altogether.

Tap on any individual group member to pull up options like:

View Profile

Send Message

Call

Archive a Thread

you canArchive past conversations in your Recent list. Just long press to Archive.

Archived too quickly? You can undo any Archive by pressingUndoon the bottom of your screen.

Android Settings

Not only is your outbound caller ID and HD Calling options nestled under your Settings, but also the ability to adjust the type of notifications you receive as well as how you receive them.

Receive Notifications For

By default, these options are toggled ON, but you can always opt to turn one or all three off.

Notification Settings

Select whether you want your Android to vibrate when you receive notifications (or silence them on an active call), as well as your notification sounds and ringtones for HD calls.

Advanced Settings

By default, this is turned off to avoid having you receive notifications twice (once from the app and once from your native device). This feature is only available with carrier service.

By default, Ring this Device is toggled ON to ensure that you're receiving incoming calls to your forwarding device. If you want, you can opt to turn this off so only calls to your other connected devices ring.

Keep in mind that this is not the same thing as enabling Do Not Disturb from your profile drop-down.

The in-app notification is the colored bar that appears at the bottom of your app when you have unread notifications. By default, this option is turned ON.

Dialpad Tip:

If you are on an Android 8 (Oreo) or newer and you are looking to disable push notifications for shared lines you can do this by navigating to your Android Settings > App & Notifications Settings > Dialpad > Notifications.

Connect Salesforce to Dialpad

Similar to our G Suite, Office 365, and LinkedIn integrations, Salesforce can be integrated within Dialpad. A few things to note:

You must have either Enterprise or Unlimited editions of Salesforce

You must enable API access

Your Salesforce Admin must enable the Dialpad for Salesforce integration

Note:

Dialpad does not store Salesforce activities. It only does a real-time fetch to display information using Salesforce APIs.

Looking for our other Salesforce integrations? Learn more about Classic and Lightning.

To connect Salesforce:

Scroll to the bottom of your contacts profile

Click Connect to Salesforce

Enter your credentials to authenticate the connection

FAQ

Just like our LinkedIn integration, onceyou'veauthenticated this connection you should see a Salesforce match populate on your contacts sidebar whenever you have a match.

In the case where multiple matches appear:

Click on the # of matches

Select the right contact from the populated list

This contact will now sync with your contact in Dialpad

Once you connect, your Salesforce panel will display the following:

Salesforce Record Info

View Contact (in Salesforce)

Log Activity

Open Activities

Activity History

Salesforce Record

This section displays:

Title & Company associated with the Record

Record Owner

Opportunity Stage (if applicable)

Log an Activity

No need to toggle between Dialpad and Salesforce. Click on Log Activity to enter a subject line and any notes. Lets take a closer look at logging an open activity vs logging a completed activity.

Looking to log an activity on your iOS or Android device?

Desktop App

Android

iOS

Log an Open Activity

You can log an open activity by following the steps below:

Navigate to your contact

Click Log Activity before you place a call

Log a Completed Activity

To log a completed activity:

Navigate to your contact

Place a call to your contact

On your active call, start typing in your notes

After youre done, click Save

Dialpad Tip:

Until you navigate to another contact, you can still enter subject/notes and well associate it with the right call info.

Just like your desktop app, you can view Salesforce activity for your contacts including an option to log activity and to select the right matchwhen multiple appear. Just tap on theInfo icon to display your Salesforce sidebar.

And if you enter notes during a call (or long-press on a past call), we'll automatically log them as closed activities.

Just like your desktop app, you can view Salesforce activity for your contacts including an option to log activity and select the right match when multiple appear. Just "Tap to View Profile" and scroll to the Salesforce section.

Log a Call

As long asyou'vematched the right contact in Dialpad to Salesforce, all active inbound and outbound calls will automatically log in Salesforce as completed activities.

The activity will be listed with the default title Dialpad Call and basic call info (call duration, call type).

Record a call or leave a voicemail in Dialpad and we'll automatically log it back to the associated record in Salesforce.

Note:

If you receive a call from another Dialpad user in your same company, that call will not log in your Salesforce.

Activity History

Under Activity History, completed tasks will include:

Assigned To: Dialpad user who received/placed the call

Subject: Dialpad Call, inbound/outbound, and call duration

Call Type: Records call direction

Call Duration: Records call duration (in seconds)

Start Date/Due Date: Date the call was received/made

We do not currently log againstType.

Have more questions about Salesforce for Dialpad? Check out our .

How do I edit my account info (name, photo, phone number, email)?

Team members can change their name, photo, and phone number on their own.

Changing a team member's email will need to be handled by your Office Administrator, check out this article for more information.

Change Your Name

Log into the web portal

Click onEdit Name to change your first and last name

support team

Change Your Photo

Log into the web portal. By default, we display the first initial of your first name as your profile photo.

If you have already set your photo, you'll see an option to "Use Google Photo" or "Use Office 365 Photo" (if you're using either productivity suite).

Opting for this will automatically upload your Google+ or Office 365 photo. If you don't have one, you'll just see the first initial of your first name.

If you want to swap out the default or use something other than your Google+/Office 365 photo, hover over your profile photo to display theEdit option.

From here you can upload a new image. Once you've uploaded it, the image should automaticallydisplay on your desktop and/or mobile apps.

Change Your Language

Log into the web portal

Go to Language and choose from the list of available languages

After choosing your preferred language, you will need to restart your Dialpad app or log out and log back in to see the change go into effect.

Change Your Phone #

To change your phone number, either you or your Dialpad Administrator will need to submit a request to our . Just let us know the number that you'd like to change and any preference you have for area codes.

How It Works

With licensed billing, your Dialpad Administrator will purchase licenses for actions like:

Adding user accounts

Adding room phones

Adding direct lines for your Depts. or Main Line (including local and toll-free)

Adding fax lines

Once a license is purchased, you'll be able to complete one of the above-mentioned actions. Keep in mind that we charge for the number of purchased licenses, even if they're not "active" (meaning regardless of whether or not a team member is currently using the license).

Additional licenses can be purchased mid-billing cycle (pro-rated to the next billing date month).

Tip:

Looking to purchase UberConference licenses? Check out this article.

For non-recurring charges:

Calling Credits:Default cap of $250/month. Companies can accrue costs up to this cap. Charges will then be due by the next billing date. If usage caps are reached, your Office Admin will need to reach out to our support or sales teams.

Obihai devices: Purchases will appear on the next monthly invoice.

Dialpad Tip:

You'll only be able to create the same # of users that you have available licenses (during your set up and after). To make sure you don't over-invite, be sure to check your available licenses before inviting users.

Purchase Licenses

Navigate toDialpad.com > Admin Settings > Billing > Buy Licensesor Admin Settings > Office > Licenses to be taken through the purchase flow.

support team

Remove Licenses

To remove a license, have your Office Administrators reach out to our .

April 2019

April 23, 2019

Native App (Mac or Windows) & Chrome App v17.109.1 updates include:

Various Bug & Stability Improvements

April 9, 2019

Native App (Mac or Windows) & Chrome App v17.107.0 updates include:

Various Bug & Stability Improvements

April 5, 2019

Native App (Mac or Windows) & Chrome App v17.106.2 updates include:

Holiday Hours & Custom Holiday Hours | Switch up your call routing for a company outing or observed holiday. Learn More.

Office 365 | If you've connected your Office 365 calendar with Dialpad we'll now change your presence icon for when you're in a meeting.

Various Bug & Stability Improvements

March 2019

March 26, 2019

Native App (Mac or Windows) & Chrome App v17.105.1 updates include:

Integrations | Salesforces activity settings: Admins can now control whether they want direct line voicemails to be logged to Salesforce.

Various Bug & Stability Improvements

March 21, 2019

Native App (Mac or Windows) & Chrome Appv17.104.3 updates include:

Call Center | Custom Off Duty Statuses: Get more insights into why your agents are off duty! Learn More.

Various Bug & Stability Improvements

March 14, 2019

Native App (Mac or Windows) & Chrome App v17.103.5 updates include:

Get faster Support with our live chat widget now available in your account settings at dialpad.com!

Various Bug & Stability Improvements

March 8, 2019

Native App (Mac or Windows) & Chrome App v17.102.3 updates include:

Voice Intelligence | Call Summary: Find key coachable moments for your team using Voice Intelligence's new Call Summary!

Voice Intelligence | Voice Intelligence Everywhere: Voice Intelligence Live transcription has been added to Dialpad Everywhere so you can see your transcripts outside of the desktop apps.

Various Bug & Stability Improvements

February 2019

February 13, 2019

Native App (Mac or Windows) & Chrome Appv17.100.2 updates include:

Voice Intelligence | Company Dictionary: Addkeywords to Voice Intelligences dictionary to ensure that those words are transcribed correctly. Learn More.

Various Bug & Stability Improvements

February 8, 2019

Native App (Mac or Windows) & Chrome App v17.99.1updates include:

Analytics | Call Center & Departments: Placed (outbound)and Received (inbound) are now part of call metrics in Analytics for Departments and Call Centers.

Various Bug & Stability Improvements

Q4 2018

January 2019

January 29, 2019

Native App (Mac or Windows) & Chrome App v17.98.3updates include:

Call Center | Supervisor view of all active calls: Supervisors now have the visibility to view their team's active calls across all call centers. Learn More.

Recordings | Display Agent: For Departments and Call Centers the agent who was involved in the recorded call now shows in the Recordings tab.

Various Bug & Stability Improvements

January 22, 2019

Native App (Mac or Windows) & Chrome App v17.97.9updates include:

Various Bug & Stability Improvements

January 16, 2019

Native App (Mac or Windows) & Chrome App v17.96.4updates include:

Analytics | Call Center: We've added the Agent's "Speed to Answer" calls to the Leaderboard. Learn More.

Analytics | Custom Date Range: Pro and Enterprise users can now select an all-timedate selection >3mo.

Authentication | SAML, SCIM, and API Key authentication settings have been moved to Company Settings

Various Bug & Stability Improvements

December 2018

December 20, 2018

Native App (Mac or Windows) & Chrome App v17.95.1updates include:

Various Bug & Stability Improvements

December 14, 2019

Native App (Mac or Windows) & Chrome App v17.93.9 updates include:

Dialpad Support | In-queue callback:Queue Callback is a new Call Center feature that allows callers to request a callback rather than sit in a queue. Learn More.

Dialpad Talk | Department Queues: Hold Queues are now available in Departments! Learn More.

Various Bug & Stability Improvements

December 13, 2018

Native App (Mac or Windows) & Chrome App v17.92.2 updates include:

Dialpad Everywhere: Integrations stay hidden until you click on them for a less cluttered desktop.

Various Bug & Stability Improvements

December 6, 2018

Native App (Mac or Windows) & Chrome App v17.91.2 updates include:

Dialpad Support:Introducing Dialpad Support for Call Centers - Dialpad's own Call Center standalone product!

Analytics: Ability to chose a specific date instead of manually entering one in.

Billing: Warning banner will display when your credit card will expire in 30 days.

Various Bug & Stability Improvements

November 2018

November 21, 2018

Native App (Mac or Windows) & Chrome App v17.89.5 updates include:

Introducing Web Call History:Gain access to the full catalog of conversations happening across your organization. Learn more.

New Web Navigation: We updated the horizon navigation bar to the left sidebar to keep your job more intuitive, be more organized, and better scaling!

Integrations | Salesforce: Log auto recorded calls to Salesforce

Various Bug & Stability Improvements

October 2018

October 30th, 2018

Native App (Mac or Windows) & Chrome App v17.86.5 updates include:

Call Center | Custom Call Recording: Pick and choose by area code which outbound calls get automatically recorded.

Various Bug & Stability Improvements

October 23rd, 2018

Native App (Mac or Windows) & Chrome App v17.85.4 updates include:

Warm Transfer: We added a dial pad in the warm transfer view so that when a caller is to an IVR menu that they are allowed to select the option with the dial pad

Business Hours & Call Handling: Our business hours and call handling flow got a new look!

Various Bug & Stability Improvements

October 17th, 2018

Native App (Mac or Windows) & Chrome App v17.84.3 updates include:

Dialpad Free | Minute Usage Warning: Worried about running out of minutes when you're on a call? No need! Dialpad will now warn you when you make an outbound call that you have 10 minutes or less left on your monthly usage.

Contact Support: Have an issue? Feel free to let our Support Team know through our new and improved Contact Us page! Learn More.

Various Bug & Stability Improvements

October 4, 2018

Native App (Mac or Windows) & Chrome App v17.82.2updates include:

Departments | Welcome Greeting:Play a greeting for your callers before fanning out to operators.

Various Bug & Stability Improvements

Q3 2018

September 2018

September 26, 2018

Native App (Mac or Windows) & Chrome App v17.81.4updates include:

Managing Unknown Numbers:Have unknown contacts in your Dialpad? Now you can manage them easily to block, add, or create a new contact. Learn More.

Various Bug & Stability Improvements

September 12, 2018

Native App (Mac or Windows) & Chrome App v17.79.3updates include:

Search Call History/Transcripts:Get insight into how many times keywords are said on your calls by searching for them across your transcripts. Learn More.

Various Bug & Stability Improvements

September 4, 2018

Native App (Mac or Windows) & Chrome App v17.78.0updates include:

Add a Label Field: When adding a number to your Department or Call center, you can now add a label to avoid any confusion. Learn More.

Various Bug & Stability Improvements

August 2018

August 23, 2018

Native App (Mac or Windows) & Chrome App v17.76.4updates include:

Call Center | On/Off Duty Push notification: We are now displaying a push notification for an agent to stay on or off duty when they miss a call. Learn More.

Various Bug & Stability Improvements

August 16, 2018

Native App (Mac or Windows) & Chrome App v17.75.4updates include:

Departments | Added a quick link to a department:We've added a quick link to the Department Settings for the Department selected in the IVR menu options

Voice Intelligence | Forwarding for Transcriptions:User's now have the option to forward feed items from their post-call summary transcriptions. Learn More.

Various Bug & Stability Improvements

August 10, 2018

Native App (Mac or Windows) & Chrome App v17.74.1updates include:

Various Bug & Stability Improvements

July 2018

July 31, 2018

Native App (Mac or Windows) & Chrome App v17.73.2updates include:

Call Center | Allow Agents to Pause/Start Recordings: Admins can give agents the ability to stop/start the CC recording. Learn more.

Messaging | International SMS (from US/CA numbers): SMS messaging from US and Canadian Dialpad numbers to international mobile numbersis now supported. Learn More.

Integrations |Azure Active Directory 2.0 for O365: AD 2.0 allows for more granular permissions to be provided. Giving users more control on the access provided to O365 apps in Dialpad.

Various Bug & Stability Improvements

July 25, 2018

Native App (Mac or Windows) & Chrome App v17.72.3updates include:

Individual Hold Queue:We now have the ability to enable hold queue for personal call and room phone in settings. Learn more.

Call Center| Call Take over IVR:When a call has been taken over by the supervisor, the agent will now hear an IVR, "This call has been taken over. Goodbye."

Various Bug & Stability Improvements

July 18, 2018

Native App (Mac or Windows) & Chrome App v17.71.0 updates include:

Customize Recording Prompt: Now you have the option of uploading or recording your own call recording message prompt on your shared lines. Learn more.

Various Bug & Stability Improvements

July 5, 2018

Native App (Mac or Windows) & Chrome App v17.69.4 updates include:

Call Recording Toggle (Call Center): Now you can choose between automatically recording all inbound calls or outbound calls (or check both). Learn more.

Various Bug & Stability Improvements

Q2 2018

June 2018

June 26, 2018

Native App (Mac or Windows) & Chrome App v17.68.3updates include:

Expanded Operator Routing: We've added new routing options to your Main Line or Departments including Fixed Order, Round Robin, and Longest Idle. Learn more.

Various Bug & Stability Fixes

June 18, 2018

Native App (Mac or Windows) & Chrome App v17.67.6 updates include:

Refresh button: Refresh your app at any time to ensure you are always up to date and see your latest conversations and messages with the new refresh button located at the top.

Reserve Pool Management: Company admins can now see and manage their reserve pool for all offices by going to Admin Settings > Company Settings > Reserved numbers. Learn more.

Live Voicemail Transcription: Powered by Voice Intelligence your voicemails are now transcribed live.

Various Bug & Stability Fixes

June 13, 2018

Native App (Mac or Windows) & Chrome App v17.66.7 updates include:

Block Anonymous Callers: Block one anonymous caller and Dialpad will block all future anonymous callers when you selectBlock All Communications. Learn more.

Additional #s as Outbound ID (Room Phones): If your room phones have additional lines assigned to them, you can now select those as outbound ID (beyond your Main Line, Dept., or Call Center IDs). Learn more.

Post Wrap Up Time (Zendesk): We now display your post wrap up time within the Zendesk widget. Learn more.

New API Features: We've added new APIs for changing a users email, adding a forwarding number, add/remove SIP phones (retrieve username/PW), Agent Duty Status. Learn more.

Various Bug & Stability Fixes

May 2018

May 30, 2018

Native App (Mac or Windows) & Chrome App v17.64.1 updates include:

Voicemail Forwarding: Now you can forward your voicemails to other team members or people completely outside your Organization. Learn more.

Call Summary and Transcript Forwarding (Voice Intelligence): Need to forward over your post call summary or transcripts? Now you can with a handy link share. Learn more.

APIs and Developers: Enterprise Dialpad plans now have access to our developer portal via dialpad.com/developers. Learn more.

Data Protection & Processing Addendum (GDPR): In compliance with GDPR, we have now exposed aPrivacy and Legal tab within the Admin Settings for you to review and approve our Data Protection & Processing Addendum. Learn more.

Log Voice Intelligence calls to Salesforce: If you've enabled Salesforce on your account, your Voice Intelligence calls will now automatically log (similarly to your voicemails, recordings, and notes).

Various Bug & Stability Improvements

May 16, 2018

Native App (Mac or Windows) & Chrome App v17.62.3 updates include:

Introducing Voice Intelligence: Every conversation counts. Learn from them with live transcriptions, sentiment analysis, and action items. Learn more.

Connected Callsin Analytics: We've addedConnected Calls as a new metric in your Analytics report. Learn more.

Various Bug & Stability Improvements

May 9, 2018

Native App (Mac or Windows) & Chrome App v17.61.6 updates include:

Toggle between additional numbers: Now users can toggle between additional numbers for their contacts, including the TO number and the FROM number. Learn more.

Additional Export Fields: We've added new fields to your exported call logs, including call types (Missed, Voicemail) and date_queued (Call Center). Learn more.

View/Played Recordings in Enterprise Support Portal: If you're using our Enterprise Support Portal, you'll now see an area for Admins to view whether a user played or downloaded a recording.

May 2, 2018

Native App (Mac or Windows) & Chrome App v17.60.2 updates include:

Various Bug & Stability Improvements

April 2018

April 24, 2018

Native App (Mac or Windows) & Chrome App v17.60.2 updates include:

Dialpad Everywhere: Introducing the intuitive, mini-app that follows you from program to window to email with quick access to call controls, customer info, and integrations. Learn more.

Additional Numbers for Users: Admins can now add additional numbers for their individual team members. Learn more.

Recorded Message on Automated Greeting: Now you have the option of selecting a pre-recorded message to play within your Automated Response Menu for your Main Line, Departments, or Call Centers. Learn more.

Various Bug & Stability Improvements

April 17, 2018

Native App (Mac or Windows) & Chrome App v17.59 updates include:

Porting Size Increased: We've increased the number of local number ports you can submit from 100 numbers to 500. Learn more.

Various Bug & Stability Improvements

April 10, 2018

Native App (Mac or Windows) & Chrome App v17.58.1 updates include:

Various Bug & Stability Improvements

April 3, 2018

Native App (Mac or Windows) & Chrome App v17.57.0 updates include:

Select Day and Time for Local Ports: Now you can select the day and time of your local ports. Some restrictions apply. Learn more.

Alerts by Day Analytics: Navigate to your Call Center analytics to view Alerts by Day metrics like Service Level or No Agent on Duty. Learn more.

Various Bug & Stability Improvements

Q1 2018

March 2018

March 28, 2018

Native App (Mac or Windows) & Chrome App v17.56.0 updates include:

Mark VM as Unread: Now you can mark an already listened to voicemail as unread for later. Learn more.

Dialpad Sandbox: Using our Admin API? Now you can access a sandbox environment to test functionality without affecting users. Learn more.

Various Bug & Stability Improvements

March 21, 2018

Native App (Mac or Windows) & Chrome App v17.55.3 updates include:

Flag a Message: Need to come back to a message later? Now you canjust flag the individual message in your conversation thread to view it later. Learn more.

Domo + Dialpad: Actionable insights at your fingertips with Dialpad + Domo. Learn more.

Various Bug & Stability Improvements

March 13, 2018

Native App (Mac or Windows) & Chrome App v17.53.4updates include:

Add a Line Break: Now you use Shift+Enter to create a line break in your messages. Learn more.

Various Bug & Stability Improvements

March 6, 2018

Native App (Mac or Windows) & Chrome App v17.53.3updates include:

Call Centers, Reinvented: Say hello to the modern age of call centers, powered by Dialpad. Learn more.

Add Favorite Contacts: Now when you a contact, they'll appear in a newFavorite Contacts sidebar. Learn more.

ServiceNow + Dialpad: Build stronger IT management from anywhere with ServiceNow + Dialpad. Learn more.

Various Bug & Stability Improvements

February 2018

February 27, 2018

Native App (Mac or Windows) & Chrome App v17.52.1 updates include:

API Key Access: Admins can now generate API keys within the web portal. Learn more.

Add Additional Offices: We've exposed a new option to add additional Offices to your account straight from the web portal. Learn more.

Export Voicemails and Recordings: Admins with Analytics access can now export voicemails and call recordings from the Analytics dashboard. Learn more.

Various Bug & Stability Improvements

February 20, 2018

Native App (Mac or Windows) & Chrome App v17.51.1updates include:

Various Bug & Stability Improvements

February 13, 2018

Native app (Mac or Windows) & Chrome App v17.50.5updates include:

Frequent Contacts Update: Now we display your 10 most frequently contacted users when you click into your search field.

Dialpad Free Goes Nationwide: Dialpad Free is now available in the US (excludes HI & AK). Learn more and sign up today.

Department/Queue Numbers in Zendesk: Navigate to your settings in the Dialpad for Zendesk app and you'll see your Departments/Queue numbers displayed for better insights into the line your callers are dialing. Learn more about Dialpad for Zendesk.

Various Bug & Stability Improvements

January 2018

January 26, 2018 Native App (Mac or Windows) & Chrome App v17.49.1 updates include:

Dialpad FREE Open Sign Up:Now teams of 5 or less can sign up for Dialpad FREE using their personal email provider (Hotmail, Yahoo, etc.) outside of G Suite or Office 365.

Switch Call to Polycom: We've made it easier to switch your active call to Polycom. Learn more.

Various Bug Fixes & Stability Improvements

January 15, 2018

Native App (Mac or Windows) & Chrome App v17.48 updates include:

Zendesk CTI: Dialpad now lives inside Zendesk, unlocking click-to-call access plus new ticket creation. Learn more.

Various Bug Fixes & Stability Improvements

January 09, 2018

Native App (Mac or Windows) & Chrome App v17.46.1 updates include:

Dialpad FREE Office 365 Expansion: Now Office 365 teams can join and invite their team into Dialpad FREE. Learn more.

Better insights on Google Events: Now we'll show them meeting your contact is currently in, in addition to any upcoming shared meetings. Learn more about syncing with Google.

Video Calls Between Offices: We've expanded video calling to include all your associated Offices. Learn how to launch your first video call.

Presence for Dialpad Users: For Dialpad users outside your Company, we'll display a blue presence dot next to their name to quickly identify them as fellow Dialpad users.

Various Bug Fixes & Stability Improvements

Learn more about the terms we use in your Analytic reports.

General

Average Call Duration:Includes both Placed and Received calls in the average and is based on the connected date and end date of the call.

The connected date is when a caller starts talking to a user (meaning we don't count the ring time).

Connected Calls:When viewing a Department or Call Center and selectingDepartment Calls as the filter, you'll see a breakdown of different call categories including Connected, Missed, Abandoned, Cancelled, and Voicemails. Connected Calls in this scenario represents successfully placed and received calls to your Operators and/or Agents.

Canceled Calls:A canceled call is when a Dialpad user initiates an outgoing call but hangs up before anyone picks up. This is different from an abandoned call since abandoned only reflects inbound.

Device Usage:

Desktop App: Either the Native App (Mac or Windows) or the Chrome App

Forwarding Number: Placed or received a call on another PSTN number

Mobile HD Calling (VoIP): Used HD Calling (VoIP) on iOS (iPhone or iPad) or Android

Desk Phone: Any form of SIP desk phone (Obihai, Polycom, and any SIP device)

Internal vs External:Internal calls are any calls between Dialpad users of the same Office. External calls are any calls between a Dialpad user and non-Dialpad user OR any calls between an internal Dialpad user and external Dialpad user (someone outside of your Office).

Dialpad Tip:

For best results, make sure that you are placing and receiving calls with your Dialpad number.

Minute Stats:Total, Outbound, and Inbound all have the same logic as Calls, Placed, and Received respectively.

Placed Calls:Outbound calls that were connected. If a user hangs up while the call is ringing and before anything picks up, then it's recorded as a Canceled call and not included in this section.

Received Calls:Inbound calls that were answered by a user. Even if the caller is routed from an IVR menu to a user, as long as they answer the call, it will be considered a Received call.

Timezone:Determined by your Office's timezone, not individual users. This helps keep your Analytics consistent across all users within your Office.

Total Calls:Total calls are all calls that have been received or placed, including missed, abandoned, and canceled.

Voicemails:An inbound call where the caller left a voicemail. Voicemails will also be included in Missed Calls if Dialpad attempted to ring a user that did not answer, and in Abandoned Calls, if the call was transferred straight to a user's voicemail.

Call Center

Abandoned Calls: An inbound call that did not end up ringing your Agents. We'll mark an inbound call as abandoned in the following scenarios:

Caller was in the hold queue but hung up before they reached an Agent

Caller was routed directly to your Call Center voicemail (so either your Call Center was closed or no Agents were currently toggled On Duty)

Caller tries to call in during your Call Center closed hours

Service Level:Your Service Level stats display the total number of calls received on your Call Center and what number has been answered within the Service Level your Admin has set. You'll see a pie chart beneath your stats that gives the total % of calls meeting your Service Level. Short Abandoned calls are excluded from this metric.The answer time is calculated as the difference between the moment the call arrives, (date_started) and when it connects to an agent (date_connected).

Short-abandoned: Short Abandoned calls happen when your callers hang up after entering your Hold Queue (meaning no Agents were rung out) within a specific time frame. These are excluded from service level calculations.

Missed Calls:Inbound call where we rang out to your available Agents but they didn't accept the call. The difference betweenamissed call and anabandoned call is that with a missed call, there are available Agents who have been rung out to (and they simply missed the call).In anabandoned call, Dialpad never rung out to any Agent because no Agents were available (or the other scenarios outlined under Abandoned).

Departments and Main Line

Abandoned calls: Any inbound calls that did not end up ringing an Operator. This means the caller was either sent directly to voicemail, was routed to an IVR menu where the menu options are set up to forward to a different department, or was routed to an IVR menu where they hung up before selecting any of the options from the IVR menu.

Missed Calls:Inbound calls where Dialpad attempted to ring an Operator, but the Operator didn't answer. When reviewing user stats, the total number of missed calls will include calls to the direct user's line as well as any lines that they've been assigned to as an Operator.

FAQs

What is the difference between missed call stats for Department vs Call Centers?

Missed Calls (Call Centers)

Inbound calls where rang out to your available Agents but they didn't accept the call.

Missed Calls (Departments and Main Line)

Inbound calls where Dialpad attempted to ring an Operator but the Operator didn't answer.

What is the difference between and Abandoned Call vs Missed Call?

The difference between a missed call and an abandoned call is that with a missed call, there are available Agents who have been rung out to and they simply missed the call.

In an abandoned call, Dialpad never rung out to any Agent because no Agents were available (or the other scenarios outlined under Abandoned)

By default, your outbound ID is set to your primary, direct Dialpad #. That doesn't mean you can't tweak it for one-off calls, or even globally. Admins can, however, limit certain caller ID features office-wide.

First, let's take a look at how to adjust your caller ID for individual calls.

Adjust Your Caller ID

You can adjust your caller ID for individual calls by either:

Selecting an available ID from theNew Call From drop-down

Clicking the drop-down arrow next to theCall icon within a conversation thread

To select an ID from theNew Call From drop-downyou'll need to be:

An Operator of your Main Line/Department

An Executive Assistant

An Agent of a Call Center

you've been assigned as an Assistant

To select an ID from theCall icon within a conversation thread, you'll only have two options:

Call with my personal ID

Block my caller ID

Once your call completes, your caller ID will automatically toggle back to your global setting.

Now let's take a look at making a global change to your ID.

Global Caller ID

If you need to select a specific ID across all your devices, opt for setting your global caller ID from the web portal rather than within your individual apps.

Plus, if your Admin has added additional numbers to your user line, this is where you'll be able to toggle between your primary and any secondary numbers to use for outbound calls.

To get started, navigate toDialpad.com > Your Settings > Caller ID to select one of your available options.

Keep in mind the following feature details:

Global ID is only applied to outbound calls

Global ID only applies to external calls

Global ID does not apply to SMS

Global ID doesn't take the place of handling calls as an Operator or Agent, in other words, your Department or Call Center settings don't apply here (automatic call recording for instance)

Global ID displays across all devices (desktop, desk phone, mobile)

Whichever option you choose should now display as the new ID. You may need to refresh your browser for the changes to display.

Dialpad Tip:

Want your global ID to apply to internal calls, too? Reach out to our support team to make this change.

Block your Caller ID

If you're looking for a little privacy from a specific caller, you can opt to block your caller ID. Note that this is different from your global caller ID setting as this is a one-call option.

Here's how:

Open a conversation thread with your intended contact (outside your Company)

Click on the drop-down arrow next to yourCall icon to selectBlock my caller ID

Your call history will remain under the personal contact. Keep in mind that just with global caller ID, this feature is onlyreflected on contacts outside of your Company.

Dialpad Tip:

You can always opt to dial *67 before your recipient's # to block your caller ID or *87 to unblock it.

Toggle Between Secondary Numbers

If your Admin has added additional numbers to your account, you have the option of toggling between those to place calls to your contacts.

You'll see the option to choose one of your secondary numbers from either:

Search

Conversation Thread

After selecting your preferred number, we'll default to this option for that specific contact until you come back to make changes.

Don't worry though -- calls placed from your Main Line, Departments, or Call Centers will still default to whatever caller ID your Admin has set.

Incoming Caller ID

Need to adjust how inbound calls appear on your Dialpad forwarding devices?

You can find this option within the web portal by navigating toYour Profile > Your Devices > Advanced Settingsfor either your desk phones or mobile devices.

Here's where you can decide how incoming caller IDs appear on your desk phone or mobile device for:

Calls received on your direct line

Calls received on a Main Line, Department, or Call Center that you've been assigned as an Operator or Agent

Calls received to any Executives that

You'll have the choice of either displaying your caller's number or the number that your caller is calling into (i.e. your direct line, Main Line, etc.).

Dialpad Tip:

To ensure your changes take effect on your mobile devices, make sure that inbound HD calling is turned off.

Before adding a desk phone, make sure the phone is powered and connected to the internet.

If you'd like to give your team member's ability to set up their own phones, just navigate toDialpad.com > Office > Office Settings > Office-Wide Settings > Deskphones.

Your team members will see the option to provide their own device under Dialpad.com > Your Connected Devices.

Polycom x50 Series (OBI Edition)

Admins can set up a Polycom x50 series phone whether it was purchased through Dialpad or a third-party right from the web portal. Here's how:

Admin Settings > Office > Deskphones > Add a User Phone > Polycom x50 Series (OBI Edition)

Name the phone and enter the name of the team member

SelectPurchased from Dialpad

Pick up the handset, dial in the activation code, and hang up

restrictions apply

Once you enter the activation code, you'll hear a message confirming thephone is ready and connected to the account.

Polycom VVX

Some with Polycom devices.

Admins can set up a Polycom phone whether it was purchased through Dialpad or a third-party right from the web portal. The steps will be slightly different, so let's take a look a closer look at each.

Purchased from Dialpad

Admin Settings > Office > Deskphones > Add a User Phone > See Other Options > Other Polycom Phones

Name the phone and enter the name of the team member

SelectPurchased from Dialpad

Pick up the handset, dial in the activation code, and hang up

Once you enter the activation code, you'll hear a message confirming thephone is ready and connected to the account.

Purchased from Third Party

Admin Settings > Office > Deskphones > Add a User Phone >

Select See More Options > Other Polycom Phone

Name the phone and enter your name

On your Polycom, navigate to Menu>Status>Network>TCP/IP Parameters

Copy the IP address from your Polycom into a new web browser

Enter the Admin password displayed on the pop-up

Navigate to Settings>Provisioning Server

On the Provisioning Server website, enter the following information:

Change Server Type to HTTPS

Paste the link provided from the Dialpad pop up into Server Address

Remove Server User and Password Information

Change Boot Server to Static

Click Save to have your changes take effect

Once you click save, you should be ready to start using your Polycom as a Dialpad phone.

Obi1000 Series

Admins can set up an Obi1000 series phone whether it was purchased through Dialpad or a third-party right from the web portal. Here's how:

Admin Settings > Office > Deskphones > Add a User Phone > See More Options > Obi1000 Series Phone

Name the phone and enter the name of your team member

Select eitherPurchased from Dialpad or Purchased from 3rd party

Pick up the handset, dial the number displayed, and enter the activation code

Once you enter the activation code, you'll hear a message confirming your phone is ready and connected to the account.

Obi300

Admins can set up an Obi300 series phone whether it was purchased through Dialpad or a third-party right from the web portal. Here's how:

Admin Settings > Office > Deskphones > Add a User Phone > Obi300 + your current phone

Name the phone and enter the name of your team member

Select either Purchased from Dialpad or Purchased from 3rd party

Pick up the handset, dial the number displayed, and enter the activation code

This guide is intended to assist and guide our Customers through the Deployment and Migration process with Dialpad. For those whodon'twant to leverage our Professional Services team during their deployment can utilize this document for information and guidance throughout the process. It will identify what order to go through the various steps as well as additional information on each task in the process. It will also identify what functions are able to be completed through the Dialpad web portal and which will require assistance from Dialpad Support.

1 - Network Testing

Dialpad will run over your existing wired and wireless network, it is critical that your network is set up for Voice Quality and that ample Bandwidth is available. As well, you should ensure that all ports necessary for Dialpad communication are open and that the proper QoS rules are in place.

This article will go through what you need to check to ensure that your network is in ideal condition - Adjust Your Network.

It is recommended that before you deploy Dialpad, you take a few moments to do a quick network test to ensure that no issues will be encountered with your Dialpad calling.

Within a Chrome browser session, navigate to http://nmt.ubervoip.net/myspeed/dialpadbot.html

Note: You may have to load a plugin first in order for the test to be able to be launched

Click on the Click to start test Button

Contact Us

Use the format Customer Name_Site Name_(Connection Type) when naming your test

While the test is running you can observe its progress and real time results. The test will be focused on looking at

Bandwidth

Network Capacity

Route Hops

Ports

Firewall rules / QoS

Once the test finishes, the summary will be displayed. You can click through the various links to find more detailed results.

MOS or Mean Opinion Score gives VoIP testing a number value as an indication of the perceived quality of received voice after being transmitted and compressed using codecs. This measurement is the result of underlying network attributes that act upon data flow and is useful in predicting call quality and is a good VoIP test tool in determining issues that can affect your VoIP quality and your conversations.

Tip: VoIP calls are often in the 3.5 to 4.2 range.

ACTION: If the MOS score is below a 4.0, it is recommended that you reach out to the Dialpad Support team so that further testing can be done and recommendations can be made.

2 - Supported Headsets

When it comes to your call & audio quality through the Dialpad application, what the headset you are using is a major factor along with the speed and reliability of your network.

Dialpad suggests Plantronics headsets, which support the use of the command button when used in conjunction with Plantronics' third-party software.

Please note, the use of the Plantronics command button feature is only available to users using our Native app.

Bluetooth Options

Voyager 8200 UC

Voyager 6200 UC

Voyager 5200 UC

Voyager Focus UC

With these Bluetooth devices, you should have the Plantronics Hub Software installed on your computer and have the USB adapter connected.

Note:

The only supported Bluetooth options currently are the Plantronics models listed above.

Wired Options

Plantronics USB Blackwire Models (either mono or dual ear) should also work but must be the UC model and not the MS version.

Other supported Headset options

Models from other headset manufacturers, such as Logitech and Sennheiser, are usable as long as they do not have a custom driver, and are USB.

3 - Supported Deskphones

Dialpad supports a number Polycom and Obihai SIP IP desk phones which may be obtained from a Third-party or purchased directly from Dialpad. The main difference between devices that are purchased from Dialpad directly versus those from a third party is that when hardware comes from Dialpad it is already pre-configured with our specific firmware, configuration and is programmed to look to Dialpad for provisioning.

Below is a list of IP Desk Phones and Firmware versions supported by Dialpad:

Polycom

Firmware 5.6.1+

Polycom VVX 201

Polycom VVX 311

Polycom VVX 411

Polycom VVX 501

Firmware 6.3.1+

Polycom VVX 250Polycom VVX 350Polycom VVX450

Obihai

Obi for Dialpad 300 ATA

*Dialpad service is also compatible with many other SIP based IP Phones, Clients and Adaptors which may not be listed or provided by Dialpad. To ensure that equipment will work with you Dialpad service, please reach out to your Dialpad Support who will be able to assist you with more information.

4 - Ordering Hardware

For customers located in the US and CA, you can easily order desk phones and other desk phone related accessories right through your Dialpad portal. This is a 100% automated process. For customers located outside of the US and CA, please contact your Dialpad Sales representative in order to purchase hardware.

What can be ordered from Dialpad?

All supported desk phones listed above can be purchased directly from Dialpad and ordered through our self-service portal.

To order hardware, go to your Dialpad web portal (must be an office admin) and go to the Deskphones option on the left-hand menu located beneath the Office heading.

At the top, click on the Buy phones or learn more about compatible devices to begin the order process for any of the supported desk phone options.

Additional Information on ordering Hardware from Dialpad can be found on our here.

5 - Communication Plan

Perhaps the most overlooked step in the migration and deployment process, however the most critical to ensuring for a smooth transition is to have good communication and change management plan. Being able to alert your users of the upcoming change, provide them with all the necessary details and have a smooth go-live period can easily be assisted by these Email Templates that were built by our Dialpad Customer Success Team.

Some key times when communication should be sent out to your users

In advance of the migration process beginning

To alert them when they will be having an account provisioned

Information regarding the upcoming training sessions being hosted

Official Go Live

You can also send out specialize more focused emails to the department and mainline operators, or to Executive Assistants as those users will most likely need additional training.

From what weve seen in successful deployments it would also be good to host Dialpad information page on your internal wiki, that can be used as a reference for users as they get onboard. Content can be pulled from our Help Center which will be covered in the Support section later on in this document.

For user onboarding, it is also ideal to identify some power users. Those users who will be heavy phone users, and are tech savvy, easily able to embrace the Dialpad application. With regards to onboard and initial account setup, you can also leverage this guide that was built by our Professional Services team that will assist and initial user setup.

6 - Creation of Additional Dialpad Office

A Dialpad office is a simply a grouping of users within your Dialpad account. It is commonly used that there is an individual office set up within Dialpad for each physical site or location that you have.

At the same time when the Account is created, it will also create the first office, this will be associated with the country that you entered in as part of your account setup process. This office will also be labeled as your Primary office associated with your Dialpad account.

Before you begin deploying, you will want to create all the additional offices that will be needed. Its best to create them all upfront, but if youd like to have them created one at a time as needed that would be fine as well.

Depending on how your account billing is set up, you may have the option to create the offices yourself through the Dialpad portal. If youdon'tsee the option to do so, all you need to do is reachout to our Dialpad Support team with the name of the Office that needs to be created and the office address and they will create it for you.

Creating a New Office through the Dialpad Portal

When logged into the Dialpad portal, your Company Admin will need to go toAdmin Settings from the top menu bar, then select the Company Settings option.

The top section will display the information about all existing offices currently set up

Click on the Add a New Office button there on the right side, and then follow the steps there to input all of the office details.

7 - Number Porting

The number porting process is the most critical part of the deployment process. This allows you to retain your current numbers that are in service with your current provider and get them migrated over to be used with Dialpad going forward.

While you are planning to deploy Dialpad within your Organization, you should record all details about your current telecom accounts. Who your service provider(s) are? Account details, and all numbers needed to be ported.

You can expect the porting process to take 7-14 days (for US/CA numbers, international numbers are a bit longer), however, this is dependant upon the losing carrier and how responsive they are to complete the request.

In the US/CA, you can easily port landline numbers, mobile numbers, google voice, etc

For international number porting eligibility check with the Dialpad support team

Necessary Forms to submit the Port Request (can be obtained from your Sales rep, or the Dialpad support team

LOA Form - country/carrier specific authorizing the Port process

Porting Spreadsheet to record all numbers being ported

It is also good to include a recent copy of your invoice with the existing provider to submit along with the port request.

For more information on the number porting process and details please take a look at this Porting FAQ

How to Submit a Port request

Through the Dialpad web portal, you can use the self-service porting interface to submit a port request for US & CA local and mobile numbers.

For toll-free numbers, and international numbers outside of the US & CA, the port request needs to be processed and submitted by the Dialpad support team.

You should first email the Support team to check on porting eligibility and to obtain the necessary forms

Then once they are filled out and completed, send the info back to the support team, they will submit the request and update you through the process on the completion date.

Porting DIDs through the Self Service Portal

When logged into the Dialpad portal, click on the Admin Settings from the top menu, then select the office you want to port the numbers for.

Then on the left-hand side menu, under the Office option, click on Number Porting

Next, click on the New Port Request button in the upper right corner to begin the process

Enter in all of the numbers youd like to port, then click on the Batch Numbers button

You will see the porting entry show up, with the status on the right-hand side as Batching. If the numbers come from multiple carriers you will see multiple lines displayed there.

On the left-hand side of the request where it shows the blue highlighted numbers, click on that blue link. This is where you will specify where the number will port to. Keep in mind that the user account, room phone, department or main line needs to be created first with a temporary number before you can have the porting in number port to that location.

The last step is to enter in the information about the service provider/carrier account for the numbers. Click on the line itself that lists, this will expand out below a form where you can fill out all of the necessary information.

Lastly, in the lower right select a date and time when youd like to request that the port complete and click on the request port button.

8 - Ordering New DIDs

Another important part of the deployment process is to make sure that all necessary DIDs are on hand and ready for us. This is important when new numbers are going to be assigned rather than ported.

Dialpad does keep an inventory of numbers ready for use by our customers, but if there are specific area codes or regions youd like to have a set quantity of numbers for. Or if you find that wedon'thave numbers available for the particular country where you will be deploying our Support team can easily arrange for new numbers to be ordered. That process could take as short as 24 hours to a week or more. Depending on the country and particular carrier in that region.

In order for us to submit a request and obtain new numbers all that is needed is:

For numbers in the US/CA

The specific area code or city

Count of numbers needed

For International numbers

Provide the country and particular city or region of that country.

Service address where the numbers can be registered too

Count of the numbers needed

**if additional information is needed it would be requested at that time.

Send that information to Dialpad support in an email and numbers will be obtained and allocated to your account.

Note:

Please keep in mind that there is a small monthly fee per number to hold them in your reserve pool when they are not associated with a user/room phone or department line.

9 - Deployment Timeline & Steps (task list)

When it comes time to start with the deployment steps you can either break it up into phases or deploy your entire organization at once. Which option you choose would depend on how many users, locations and countries you have in your organization. The other important factor would be if you will be provisioning physical desk phones as those do take some time. No matter if you are deploying Dialpad to your organization all in one phase or broken out into multiple phases the tasks below should be followed. (Repeated in each phase)

Run Network Testing

Order Hardware & DIDs

Provision User Accounts

Provision User Deskphones and Room Phones

Configure the Main Line Routing

Set up Departments & Call Centers (if needed)

Submit Port Request

Additional Office Wide Settings

Enable Voice Intelligence (if needed)

Enable International Dialing & add Call Credits (if needed)

Configure Integrations (if needed)

Set up PSTN Failover

Conduct User Training

Port Completion and Go Live

Keep in mind that through the entire deployment process you should be focused on change management, user communication & user adoption.

Run Network Testing

Refer back to section 1 - Network Testing regarding details about how to run and analyze the network test. It is recommended that you run the test from both a wired and Wi-Fi connection at each location where Dialpad will be deployed.

For further investigation into your network results, best practices and guidance contact the Dialpad support team.

Ordering Hardware & DIDs

Refer back to section 3 - Supported Deskphones to see the details about official supported desk phone models. Deskphones can either be purchased from Dialpad, from a 3rd party or leveraging hardware you already have in place as long as it meets the recommended specs.

Provisioning User Accounts

As a Dialpad admin, you can control the provisioning and de-provisioning of user accounts right there from the Dialpad portal.

**Make sure that you are creating the new user(s) in the correct office.

On the left side nav menu, click on the Team option, right beneath the Office section.

Then select the Add Team Members button.

You can either add users to Dialpad right from your Office or G-Suite directory or use the text input box to manually add them via email

Once you start adding users they will open up in the bottom section. There you can change the number that will be assigned to the user before you click the ADD button at the bottom to finish the user creation process.

From the Team page, you can also control user access and functions pertaining to each user account.

For more information, reference the Your Team section for the Admin Support portal

Provision User Deskphones and Room Phones

Depending on where the phones came from the process to provision will differ slightly. They can all, however, be easily provisioned right from the Dialpad web portal. Its always important when you provision a new room phone that you are creating it within the correct Dialpad office (if you have multiple phones set up).

To get started, once you are navigated into the correct office, click on the Desk Phones tab, beneath the Office section from the left-hand menu.

From there you can either add a user phone which is provisioned to an active user account. Or create a new room phone which will be allocated to a location. A room phone is simply a phone is a location with a dial tone. It does not have a client application, voicemail, or any of the user functionality.

Check out this article that goes through how to provision and Obihai or Polycom VVX device. Some keys to focus on and pay close attention to:

Make sure you choose the correct option, from Dialpad or from a 3rd party

For Polycom VVXs you should always factory reset the phone prior to attempting to provision it on Dialpad. Also, make sure that the firmware version is running 5.6.1.x or higher.

If you have a 3rd party SIP device to configure, you should always check with the Dialpad support team to see if it is first able to be registered to Dialpad through open SIP protocols. They can also provide documentation regarding what will be required to get it set up

Configure the Main Line Routing

Each Dialpad office you have set up will have their own office main line. This main line is most commonly used as your Front Desk number or published number.

To get started setting up your Main Line go to Dialpad.com and click on the Admin Settings Select the Office Main Line.

Within the Main Line Configuration, you have options for -

Operators & Phones

These are those users and phones set to receive calls that come into the Main Line. The operators will also receive notifications and voicemails on the Main Line.

Business Hours and Call Handling

The business hours & call handling section isn't just responsible for when calls come into your Main Line, but how those calls are handled once they're received.

Hold Music

Advanced Settings

More information from our Help Center on Setting up your Main Line

Setting up Departments & Call Centers

When it comes to setting up your Departments and Call Centers, the configuration options are basically the same. Your main line is typically just the primary department for the office.

The Limit for Departments that can be set up depends on your Dialpad SKU. (if you see a prompt where you are not able to create any additional departments please reach out to your Sales Rep)

Call Centers do require additional user licenses that are call center specific

The Call Center options are a bit more advanced, for more information on setting up a Call Center use this article as a reference - Setting up a Call Center

Other Helpful Info

Department FAQs

Call Center FAQs

Submitting a Port Request

The porting process is typically the most time-consuming part of the deployment since it takes the approval of the losing carrier for the port to complete and your phone numbers to be live on Dialpad. Depending on the type of port, the process will be a bit different.

For US and Canada local numbers (not including Toll-Free), these can be submitted right through the Dialpad portal. Follow the steps outlined in Section 7 - Number Porting regarding the step by step process for submitting port requests through the Self Service Dialpad Portal.

For all other number ports (international numbers, and all toll-free numbers) these need to be submitted and processed through our Dialpad Porting Team. The process for these ports would be as follows:

Contact the Dialpad Support Team, and let them know what type of numbers you are looking to port. They will need to know the specific country, toll-free type and any other information about your current account. It would also be helpful here to provide a copy of your invoice and a list of numbers you want to port.

The Support Team will then send you over the necessary LOA (authorization forms) and any other details needed to port the numbers to Dialpad.

Once you have them fill out all documents and attached the other supporting documents, send them back to the Support team through the Ticket that was created.

The Dialpad Porting Team will submit the request and provide updates throughout the porting process. You will be given a FOC date/time (this will be the exact time the port will complete)

Additional Office Wide Settings

Through the Office Office Settings section, you can control and manage specific settings for the Dialpad office.

Administrators

General Office Settings (applied to all users in that office)

Executive Assistant Pairings

Emergency Services registered Address (US/CA only)

Enable Voice Intelligence (optional)

By enabling Voice Intelligence, Dialpads real-time voice transcription you can gain access to

Live transcription

Sentiment Analysis (Call Center)

Action Items

Snippets

Notes

Post Call Summary

Once Voice Intelligence is enabled at both the Company level and for the Dialpad office, you can then set Voice Intelligence active on all or individual lines.

Individual Users

Main Line

Departments

Call Center

In order to first enable Voice Intelligence for your Company, log into the Dialpad portal and go to theAdmin Settings Company Settings Voice Intelligence. Then Toggle the Voice Intelligence button ON

This will now expose the Voice Intelligence toggle to all your individual users of your Offices as well as the Main Line, Departments, or Call Centers associated with the Office.

For each office you want to enable or disable Voice Intelligence for, this is controlled from the Office Settings for the specific Office. Go to the Office Office Settings for the particular office and make sure the CheckBox for Voice Intelligence is checked off to be enabled.

There will now be settings for users and Main Line/Department/Call Center configurations to enable Voice Intelligence as well.

At the user level, for individual users, each can choose to enable or disable Voice Intelligence of their own user account. Within the User Web Portal, at the top, there is a Toggle where the user can either enable or disable Voice Intelligence on their own line.

For each Main Line, Department and Call Center through the Advanced Settings section you can enable or disable Voice Intelligence on each of those lines as well.

For additional information on the Voice Intelligence functionality, you can reference these articles from the Dialpad Help Center

Dialpad and Voice Intelligence

Enabling Voice Intelligence for User and Shared Lines

Enable International Dialing & add Call Credits

With Dialpad, you have a free local calling within your local country, to the US/CA, and to any other Dialpad number. Anything outside of that will be an international call. To find out what the calling rates they are listed at dialpad.com/rates

To enable International Dialing, go to the Billing tab on the left side menu and click on the Credits option.

Use the ENABLE INTL SERVICE button to enable the setting for that office, if youdon'tsee that option listed reach out to our Support Team to request that the enable the functionality for your office.

While enabling international dialing, you will also need to add a set amount of calling credits. This will be the balance of funds that will be deducted from when international calls are made.

Once International Dialing is enabled for the Dialpad Office, by default all users and room phones within that office will be enabled for international dialing. You can then manually enable or disable that feature on/off on an as-needed basis.

For User accounts, Navigate to your Team page to reveal the option to select enable/disable international services from each team member's drop down.

For Room Phones, go to the Deskphones -> Room Phones tab and for the particular phone use the options, Edit function. There you will see the option to Enable or Disable International Dialing for the room phone.

For more information on International Dialing with Dialpad, use this Help Center Article as a reference - Enable International Services

Along with the International Dialing FAQ

Set up PSTN Failover Options

By adding a failover number, callers can still access your business' lines and/or team members in the rare case of a Dialpad outage.

This can be done for all Office Main lines and Department lines through the Advanced settings section.

For more information please reference this article - Adding a Failover Number.

Configure Integrations (optional)

All integrations with Dialpad are managed through the Office Integrations page within the Admin Portal.

For questions regarding a particular integration, you should contact the Dialpad Support Team

Here are some helpful guides that can be used as resources:

Use Salesforce for Dialpad

Integrate Dialpad with Salesforce Classic

Integrate Dialpad with Salesforce Lightning

Using Dialpad with Zendesk

Dialpad and ServiceNow

Using Slack + Dialpad

Conduct User Training

Ensuring that your users are fully trained on Dialpad, along with all change management tasks are the #1 key to a smooth and seamless rollout for Dialpad. Different users might need different types of training.

Between user guides, recordings, live training, etc it would be up to your admins to decide what training works best.

There could be also different pieces of training delivered for different types of users (general user, executive assistant, department or call center operators.

These guides can be used to assist in your training and onboarding procedures

Dialpad Onboarding Guide

End User Guide for the Dialpad Application

The various content, articles, videos, FAQs on the Dialpad Help Center can also assist in the training process

User Related Support

Port Completion and Go Live

Once ports are confirmed to complete and are given a FOC date, that can be viewed as your official Go Live. Prior to that date, you should

Ensure that all Dialpad User Accounts, Room Phones, and Departments are set up

Communicate to your team the Go Live and any particular instructions youd like them to have

Test your Call Routing in advance

Put recorded voicemails and greeting in place

Once the ports complete, if you had selected the remove temp number feature you would not need to go manually remove any old temporary DIDs that were in place. If you did not use that option then you should go through the Team page for all users and remove excess DIDs

You should also do some post-Go-Live testing or your call routing and DIDs, especially for your main lines and critical departments to ensure that there are no issues routing calls.

10 - Dialpad Support SOP

When it comes to post Go-Live support, the first place you should look to is the Dialpad Help Center. There you will find a ton of great content, short videos, tutorials, FAQs and knowledge base articles covering a wide range of topics.

The Help Center is intended for both end users as well as admins. You can either browse through the various sections or use the Search function and search for a keyword, topic or question.

Submitting a Ticket with Support

From the Help Center, you can click on the button in the upper right corner and use the web form to submit a ticket or you can find what live channels are available to you based on your company SKU.

Providing the right information to the Support team

In order to assist in the best manner possible, and to ensure that your issue is resolved as quickly as possible it is best that you include all necessary information in your first message.

For call quality, audio or any call related issue, it is best to provide:

User first name, last name, and phone number who experienced the issue.

Along with a few call examples. These would be the caller's number (either inbound or outbound) and date/time the call occurred. This will allow the Telephony team examples to investigate into. Please be aware that recent examples are needed (within the past 48 hrs).

For a product related issue, it is best to provide:

A summary of the issue

Information about the affected user's environment (as detailed as possible)

Application Logs - right-click anywhere in the Dialpad app and click on the send logs option. Include the date/time when you did so in the support ticket so that the Support rep could locate them.

Who can use this feature?

The instructions below are for Dialpad users whose accounts are on Open Sign-up only.

If you are using Google or Office 365, you will need to reset your password via your productivity suite and we'll automatically mark the change the next time you try our login authentication.

Change Your Password

To change your password, navigate to Your Settings > Change Password

Forgot Your Password

If your team member signed up with Other Providers (i.e. not G Suite or Office 365) but forgot their password, we can send you a link to reset it.

Just have them click on Forgot Passwordbeneath your login screen then enter your account email to have a reset link sent your way.

With our MSI & PKG Installers, deploying Dialpad to your entire team just got a whole lot easier. MSI (Windows) and PKG (Mac) files create a scalable option for large organizations managing hundreds, or even thousands of user devices at any given time.

IT Admins can use MSI or PKG files to automatically install Dialpad for new users immediately, without having to push the responsibility to each team member.

MSI Installer (Windows)

Download the MSI Installer.

This installer allows you to deploy Dialpad to your organization via Group Policy/Microsoft System Center. A few things to keep in mind:

If Dialpadisn'tinstalled when a user logs into their computer, it will be on each users local profile*

Dialpadwon'tlaunch automatically after installation

If you choose to uninstall the MSI, Dialpadwon'tautomatically be removed from user accounts

*The MSI Installer runs on user login because the intended user account may not exist during imaging.

If Dialpad is updated after the MSI is installed, will users be able to get the update?

Yessince this is an option is part of our regular release cycle, after each release the base MSI file will be updated to the latest version.

PKG Installer (Mac)

Normal Package

Distribution Package

This installer allows you to deploy Dialpad to your organization via Group Policy. A few things to keep in mind:

If Dialpadisn'tinstalled when a user logs into their computer, it will be on each users local profile*

Dialpadwon'tlaunch automatically after installation

If you choose to uninstall the PKG, Dialpadwon'tautomatically be removed from user accounts

Who can use this feature?

The Post Wrap-Up Time feature part of Call Centers which are available on our Dialpad Support, Dialpad Sell and Dialpad Talk with Call Center Add-On plans.

Need to give your Agents some breathing room between calls? Call Center Admins can adjust how much time Agents have in betweenreceiving a new call. Here's how:

Navigate to theAdvanced Settingsof your Call Center

Check the option toInclude a Post Wrap-Up Time

Choose from one of the pre-populated time allowances

Agents will see a banner displayed on their desktop app

Once this is enabled your that counts down their wrap-up time and includes an option to dismiss this early. The wrap-up time will apply to agents for inbound and outbound calls who are set to "Available". If your agent is set to "Off Duty" when an outbound call has placed the wrap-up time will not apply.

Need to know the last email you sent a contact? Or the last time you called? Dialpad displays all that info, and more, in your contact's profile.

For Office 365 or G Suite users, open a conversation thread to view your contacts:

Dialpad number(s)

Conversation record (last time you had a phone call)

Shared upcoming calendar events

Shared emails

Shared documents

Shared LinkedIn connections

Shared Calendar Events

If you and your Dialpad contact have any shared events, they'll be listed here. In addition, each event will display the event name, date, and time.

Click View Calendar to launch your calendar in a new window. If you navigate over to your own profile, the only events that will appear there will be shared events.

And if one of your contacts is currently in a meeting, we'll display that right next to their photo (like when they're on DND or on a call).

For this to appear on your contacts:

Contact must have meeting scheduled through G Suite

Meeting must be public

Contact must be associated with your Company

Shared Emails

If you and your Dialpad contact have any shared emails, they'll be listed here. Each email will display the subject line and date. Click on View All to launch your emails in a new window.

Emails are retroactive (so you'll see emails from before you had signed up for Dialpad). If you navigate over to your own profile, the only emails that will appear there are ones that have been sent from you.

Shared Documents

If you and your Dialpad contact have shared any documents, they'll be listed here. We display the three most recent files including the title and date of last edit (G Suite) or date of upload (Office 365).

Docs are retroactive (so you'll see docs from before you had signed up for Dialpad). If you navigate over to your own profile, you'll see your three most recently updated files either shared or private.

Keep in mind that 'shared' can mean either shared by you or shared to you. Click on View All to launch your shared documents in another window.

Dialpad Tip:

Don't want a G Suite or O365 integration to appear? Contact our support team to have a specific feature (calendar, email, etc.) removed.

Drag & Drop Integrations

Dialpad users can drag their most important integrations to the top of their contact's profile.

This is client specific, so reorganizing your contact's profile in your desktop app won't reorganize it in the mobile app.

The Edit Last Contact and Last Interaction sections are static and can't be rearranged.

Your Call Center Dashboard gives you real-time insights into today's performance of your Call Center with metrics likeCall Durations andWait Times. For more historical data, we suggest switching over to Analytics.

Access your Dashboard

Your Call Center dashboard lives on the Dialpad web portal. As a Supervisor, you'll be able to access the dashboard for your specific Call Center by either:

SelectingDashboard from your Call Center screen on your desktop app

SelectingDashboard from your Call Center page on the web portal

Check out FAQ

All Call Centers Dashboard

Supervisors and Call Center Admins also have the ability to review all of their Call Centers at once. To do so, simply click on "All Call Centers" and the below view will appear.

This view includes a peek into the following for each Call Center:

Live Hold Queue: # callers currently on hold including those waiting for callbacks

Wait Time: # minutes callers have been waiting

Agents Available: # agents currently in "available" status

On A Call: # agents currently on a call

Wrapping up: # agents in the wrap-up time

Calls Completed: # calls for that day

Abandoned: # abandoned calls for that day

Missed: # missed calls for that day

Voicemails: # voicemails for that day

Avg length: average length of calls for that day

Time Toggle & Summary Metrics

On your Call Center Dashboard, you'll notice a timeframe toggle that allows you to adjust the timeframe you're viewing, from last hour to all day.

Your summary metrics display the general overall activity on your Call Center and include inbound and outbound metrics for:

Completed Calls

Total Minutes

Missed Calls

Abandoned Calls

Dialpad Tip:

You can toggle between Call Centers by selecting it from the drop-down menu at the top of your screen.

Call Volume & Duration

TheCall Volume widget breaks down both inbound and outbound calls by type, likeAnswered vsVoicemail. Just selectInboundorOutbound to toggle between.

TheCall Duration widget displays the day's averages in hourly increments (dark blue line) as well as a trendline for comparing the day's data against the last 7-days (light blue line).

Agent Status & Service Level

YourAgent Status widget offers a liveview of the total number of Agents assigned to your Call Center and their respective statuses.

Next, your Live Calls widget shows you the total number of live calls happening at that moment and how many callers are waiting in the queue.

The Customer Service Level calculates the percentage of calls answered within 60 seconds of entering your hold queue. You can configure the service level in the Dashboard and Alerts section of your Call Center's settings.

Hold Queue Metrics

At the bottom of your dashboard is your hold queue metrics, that include stats likeWait Time, Abandon Rate, andAgents:Callers ratio.

Wait Timedisplays the average wait for callers in your hold queue, as well as the shortest and longest hold times.

Abandon Rate displays the percentage ofinbound callsabandoned during the timeframe you selected above and include the shortest and longest time before abandoning. The average number represents the average abandon time.

Agent: Callers Ratio provides you with an idea of how overall call volume compares to your call handling capacity.

Agent Leaderboard

Your Agent leaderboard gives you a better idea of specific Agent stats on your Call Center. These stats include things like:

Current Agent status

# of calls taken

# of total minutes

Avg. call time

Have more questions about Call Centers? .

Who can use this feature?

The In-Queue Callbackfeature is currently available to those existing Dialpad Support, Dialpad Sell and Dialpad TalkCall Center Add-On customers.

Rather than waiting in a hold queue, in-queue callback allows your callers to press a button to request a return phone call once an agent becomes free.

Enabling In-Queue Callback

Navigate to your call center'sBusiness Hours & Call Handling >Hold Queue>Allow callers to request a callback.

Support Team

Select the # of calls and the button callers can press to request a callback

Dialpad Tip:

If offering callbacks, we recommend disabling the exit to the voicemail feature.

How it Works

Once enabled, the in-queue callback workflow will work like this:

When a caller is in the queue they will hear a message offering them a callback.

After choosing that option, the caller hears a confirmation message. Call ends.

The callers position in the queue is held for them and once they reach the head of the queue, Dialpad will call them back.

The caller will hear a message prompting them to either:

Press 1 to connect to an agent

Press 2 to cancel the request

If the caller selects 1 they will be connected to the next available agent. Please note, if a callback is placed and the call goes missed or unanswered by an agent the caller won't lose their place in the queue, they will be next in line for the next available agent.

Tip:

If the caller selects 1 they will be placed at the top of the queue and connected to the next available agent. Please note that while we trigger the callback, available agents will continue to be served other calls, this is to ensure the queue is handled as efficiently as possible.

FAQs

Can callers submit multiple callback requests?No. A caller can only request one callback at a time.

Can a caller input a different number to be called back on?

Yes. Please reach out to our and they will be able to activate this feature for you.

Will Dialpad retry an unsuccessful callback (where no one picked up)?

Not yet, but this is something we are planning to add in the future.

Will callback requests adhere to the Maximum Wait Time defined and Fallback Options?

Not currently.

Does callback work internationally?

No. Only callers from the same country will be offered a callback.

Will the agent know when they answer a callback call?

Not yet, but coming soon. We will soon show an agent that the call was a callback before they answer the call.

Why do callers have to make a selection when called back?

In order to ensure your agents timeisn'twasted, we check that your caller is still available for the callback before completing the call.

Who can use this feature?

The Voicemail Drop is available to customers on our Dialpad Sell plan only.

All day long your reps make outbound calls to prospects that end up going to voicemail.

Voicemail Drop makes your outbound reps more efficient by letting them drop off a call and play a pre-recorded message, allowing them to move on to their next call.

Enable Voicemail Drop

Navigate to dialpad.com > Your Profile > Voicemail Drop

Once you have enabled Voicemail drop, you can use the default greeting, upload your own .mp3 file, or record your own right there on your profile page.

Using Voicemail Drop

When making an outbound call, if it goes to voicemail, the Rep can press the VM Drop button in their call controls after they hear the beep from the other side.

If the rep has multiple VM greetings recorded they have the ability to choose which VM they would like to leave.

This will play the pre-recorded message, and drop the Rep from the call, allowing them to immediately move on to the next phone call.

I disabled the 'Answer Forwarded Calls' prompt, but I'm still being asked to press 1 on my forwarding device - what gives?

If you pick up an incoming call on your forwarding device within 5 seconds, you will still be required to press 1 to verify that it's really you answering and not your voicemail.

Since you're picking up so quickly, it's hard for our system to know for sure that it's you answering and not your voicemail.

How soon after I upgrade from my free trial will I see a charge?

If on a credit card:

Charge immediately on first payment

Pro-rated charges are charged immediately

Requested changes are charged at the next billing date

If on invoicing:

Send invoice on the next 1st of the month (with 30 days to make a payment)

Pro-rated charges made in the first month will accrue and be included on the 1st of the month bill

I'm a resellerdo I follow the same process outlined?

Yes, except that resold accounts will not have the ability to purchase more licenses from the app.

Instead of being prompted to purchase licenses, resold account holders will see an overlay message asking them to reach out to their reseller contact.

team

How do I tell how many user licenses I have?

Admins can navigate to Dialpad.com > Admin Settings > Office > Licensesto review the number of currently purchased licenses and the number of unused team licenses.

I didn't end up using this licensecan I get a refund?

Unfortunately, we don't offer refunds for unused licenses. As stated in our ToS, we have a no-refund policy on annual purchases.

If you purchased a license by mistake (it happens) and reach out to us within 3 days, we're happy to issue you a refund.

Can I downgrade my account?

Of course. Just submit a request to our support team so we can start making the changes to your account.

How do I receive a tax-exempt status?

You'll just need to send our your tax exemption certificate. We'll review the certificate and make a determination.Please note, certificate 501(c) 3 doesn't apply to the taxes we charge, which are sales tax (in some jurisdictions) and telecom taxes. If we were ever get audited by a state the letter alone is not considered valid support to not charge you tax. We need the actual sales and use tax exemption certificate, granted by the state, to process an exemption.

Admins have the ability to add a number of permissions to their individual team members like fax lines, analytics access or international calling.

Before adding user permissions, make sure that your users have:

Accepted their emailed Dialpad invites

Logged into Dialpad at least once

As long as those two steps are checked off,navigate toAdmin Settings > Office > Usersand either bulk select a few to add Analytics or Admin permission too or select any of the available privileges displayed in the drop-down menu.

add a Regional Admin

These options include permissions like:

Admin Privileges

This will create another Office Admin

You can also add this fromAdmin Settings > Office > Office Settings > Office Administrators

Add UberConference Business

Allows you to purchase and createa UberConference Business account

Analytics access

Allows the user the same analytics permissions as a Company Admin

You'll need to be aCompany Admin in order to grant this permission

International Calling

Available on Pro and Enterprise plans

Allow your team to place international calls from their Dialpad devices

Requires adding Calling Credits to your Office account

Add a desk phone

Allows you to add a desk phone to their managed devices

You can also add this fromAdmin Settings > Office > Desk phones

Fax line

Allows your individual user to send and receive faxes

Note:

First 100 pages are free (inbound and outbound) per month, anything after that will be $0.10 a page. At the beginning of your billing cycle, we'll refresh your account back to 100 pages.

Add Extension

Available on Pro and Enterprise plans

Allows you to assign a 4or 5 digit extension to your user

Need to remove certain privileges you've added? Just navigate back to your Accounts page and click on the drop-down next to your user.

Dialpad Tip:

Did you know that if you have more than one Office, you can from your team?

Receiving unwelcome calls and/or messages? With call blocking, you can take back control of who contacts your line (includes fax numbers too).

To block a number:

Navigate to the Conversation Thread>Profile>Edit and scroll to the bottom of your screen and select Block Contact

Select Block or mark as Spam at the top of the Conversation thread

You'll be presented with two options: block and allow voicemails or block all communications.

Blocking applies to both calls and messages, so a message sent from a blocked contact/number won't display on your end.

Note:

You will not be able to block your team members. Additionally, you will not be able to block any numbers associated with your account (Main Line, Depts., etc.).

Block & Allow Voicemails

Your caller will be sent directly to your voicemail

The call will be displayed in your call log

The caller moves to the top of your Recent list

If a voicemail is left, you'll receive a notification

The contact will have the words Straight to Voicemaildisplayed beneath their name

Dialpad Tip:

Did you Know? You can still search your blocked contacts in your desktop app, the contact will display as Blocked in the profile.

Block All Communications

Your caller will automatically receive a text to speech message: "Sorry, this number is not in service...Goodbye."

No notifications are triggered

The call is not displayed in your call log

The contact will have the word Blocked displayed beneath their name

Need to unblock a contact? Navigate to back to the edit profile screen and select Unblock Contact.

Note:

If at any time you choose to unblock a number you will NOT see the history of the communication during the time that number was blocked.

FAQs

Can a Department contact be blocked?

Yes, but you will need your Department Admin to do this. Blocking a number on one Department will block that number from the mainline and other Departments within the Company.

Dept. Admins will need to navigate to their Dept. screen via their desktop app, locate the contact, and click 'Edit' to reveal the blocking options.

If block someone on my line, does it block it across the company?

No, it'll just block it for you. If you want it blocked across shared lines, reach out to your Admin to block that number.

Can shortcodes/emergency numbers/special numbers be blocked?

No.

Is there a way to review a list of all Office, Department, or Call Center's blocked numbers?

Not at this time.

What happens if I delete a blocked contact and then re-interact with them?

The contact is recreated and is unblocked.

If there are multiple contacts with the same number, and I block that number, will Dialpad display all contacts as blocked?

No. If you block a contact and then there's another contact with that same number, we will not show that the second contact was blocked. However, calls from that number will still be blocked.

We have Lightning on Sandboxdoes this integration work with that?

Unfortunately not at this time.

Can I use this integration with a custom app?

Third-party and custom apps are not supported for Dialpad for Salesforce Lightning. However, depending on the application, it may still be possible to use the Dialpad app on the utility toolbar usingour setup steps.

Unfortunately, our support team can't help troubleshoot third-party or custom applications.

Our organization has a mix of users on Salesforce Classic and Lightning. Is it possible to enable both integrations?

Yes, your organization can install both Dialpad for Salesforce Lighting and Dialpad Salesforce Classic integrations. However, users can only be enabled for one integration at a time, they can not use both at the user level.

Which Salesforce editions are compatible with this integration?

Enterprise and Unlimited, as well as editions that have API access.

Additionally, automatic call logging is subject to your instances API call limits. As a Salesforce Admin you can go toSetup>Monitor>System Overview to verify current API call limits.

If no notes are added, does the call still log?

Yes. Even if your caller doesn't answer, a Task will still be created to capture your outbound call.

Which browsers are supported?

Right now, Chrome is the only supported browser.

Can I use a call recording system with this integration?

Dialpad actually offers the ability to record your calls at no extra charge. This feature is available for all plan types.

Does Dialpad offer call analytics within Salesforce?

Not at this time.

Does this integration have voicemail capabilities?

Yes. Similarly to call recording, when you leave a voicemail you'll see it added as a .mp3 link in the Notes of your activity.

What can I log a call against?

Currently, you can log a call against:

Accounts

Leads

Opportunities

Cases

Why can't I click to call numbers?

If click to call looks disabled make sure you have selected Connect Dialpad to salesforce.

Click on the Dialpad Phone icon at the bottom of your screen. If you don't see the phone icon check out this article for more information.

Click Connect Dialpad to Salesforce

Whether your contacts automatically sync or if you've had to manually sync them, take a look below at some of the more commonly asked questions when it comes to contacts.

G Suite or Office 365 Accounts

Ifyou'vesigned up with G Suite (including Gmail) or Office 365, your personal contacts automatically sync with Dialpad. But what does that actually mean for managing contacts in Dialpad?

How does the sync work?

When you search for a contact, Dialpad searches through your G Suite or Office 365 directory to find a match. When we do, we pull that contact's info into your search results.

Use the example below. Searching for "Leo" pulled up a company contact (Leo Fink), a group chat with team members (Leo, Renee, Shane, Gemma), and a personal contact from G Suite / Office 365 (Leonard Ciano).

support team

What info is displayed/synced with Dialpad?

The following fields are displayed/synced with Dialpad:

First Name

Last Name

Email*

Phone Number*

*Email/Phone #s removed in G Suite/Office 365 will still display in Dialpad.

Dialpad Tip:

If you want what displays in Dialpad to display in G Suite/Office 365, make your changes in Dialpad. When we push a sync, these details will overwrite your G Suite/Office 365 records.

How often does Dialpad sync with G Suite/Office 365?Every time you open a contact to place a call or send a message, were syncing with G Suite/Office 365.Keep in mind that changes may have a short delay before displaying in Dialpad.

Why is the same person coming up twice in my search results?

If your G Suite/Office 365 contact was recently used, your contact may show up more than once in your search results.

Some examples:

If you created a duplicate contact (meaning you created an account in Dialpad that already existed in your Google/Office account)

If you have a personal Google/Office contact that is also a Dialpad user

This happens because we search both G Suite/Office 365 and Dialpad at the same time to pull your search results.

If I delete a personal contact in Dialpad, will it delete it out of G Suite/Office 365?

Yes (so delete with care!).

If I delete a contact in G Suite/Office 365, will it be removed from Dialpad?

Nope, you'll still see a record of the contact in Dialpad. To completely remove them from Dialpad you'll need to delete the contact from Dialpad directly.

Does Dialpad sync with shared contacts?

No, just your Company Directory (your Dialpad team and invited users) and your personal contacts.

Is this a two-way sync?

For the most part. Here are the scenarios:

Adding a new contact

Edit a contacts First or Last Name

When editing a contacts phone # or email address in G Suite / Office 365, youll see the edited phone # and email address added to their Dialpad profile (in addition to their previous phone # or email address).

The only way to remove this is to edit the contact in Dialpad. That will overwrite the changes in G Suite/Office 365.

What if someone calls me who Idon'thave saved as a contact?

When you receive a call, we search through your contacts to see if we can find a matching number. If we can, well show that name on the caller ID.

If we cant, well create a contact with that number in both Dialpad and in G Suite/Office 365.If you want a name to appear the next time that number calls in, just edit the number to your contact's name within Dialpad.

Don't want unknown numbers syncing to your remote service? Reach out to our to get this disabled.

Which browsers are supported with Dialpad?

The Dialpad app and administrative settings can be downloaded and accessed from any of the major browser platforms (Chrome, IE, Firefox, Safari, Edge, Opera, etc.).

Note:

Please note if you are using IE you will need to be on version 11 or higher and if you are using a Chrome browser will need to be on version 58 or higher.

Click to Call functionality on phone numbers within a web browser is supported in Chrome after downloading our Chrome extension. In addition, the Dialpad web app is also supported via a Chrome browser.

Interested in adding click to call for your team? Learn more here.

Your messaging feature includes more than just send and receive with Dialpad chat you can pull up messages based on search terms, archive certain discussions, or quickly share images or videos from one contact to the next.

Let's take a closer look at all your messaging options, starting with Search. Looking for messaging options on your iOS or Android ?

Search Chat History

Can't quite remember when that meeting was mentioned last? No problemjust start typing your keywords into search and click into the "Messages" tab to pull up any related messages with that term mentioned.

We'll even highlight it in blue to make sure you don't miss it.

Click on the message to pull up the moment this term was mentioned in your chat history.

Archive a Chat

Need to clean up past conversations? Right-click a contact in your Recent list to Archive the conversation.

Keep the following in mind:

Archiving doesn't delete conversation history

Archiving doesn't delete your contact

If you select an archived conversation from your Search screen, it'll reappear in your Recent list.

Copy a Message

See something that needs to be shared right away?

If you're using the native apps, you can right-click on text or an image to copy. Just navigate to your new Dialpad chat and right-click to paste it into the conversation.

If you're using the Chrome app, you'll still be able to copy text from one chat to the next. Just click the drop-down arrow on your text to reveal yourCopy option.

Delete a Chat

Click the drop-down arrow on yourmessage to display options toDelete orDelete Thread.

If you select Delete, the currently selected message will be deleted. If you select Delete Thread, all messages within the conversation thread will be deleted (including call and voicemail notifications).

Mark as Unread

Need a reminder to re-read or go back to a message later? Click on the drop-down arrow on your messages to mark them as UNREAD.

Have contacts you'd like to share across your Company? Just provide us with a CSV file of your existing contacts and our support team will upload them to Dialpad.

Note:

In order for our support team to successfully upload your CSV file, please be sure your file does not contain more than 300 contacts.

Formatting your CSV

Only include the following required fields:

First_Name

Last_Name

Company

Role

Email

Phones*

URLs

Country** (only required for #s outside the US)

*If you're adding more than 1 phone #, just separate them with a |. Ex: 7777777777|5555555555.

We won't be able to accept #s formatted with periods ex: 777.777.7777. Unformatted numbers (4152222222) work the best.

**International numbers require the country code and abbreviation.

Dialpad Tip:

Double check for duplicate contacts. Any duplicate contacts that exist in your CSV file will create duplicate contacts in Dialpad.

Interacting with Shared Contacts

Once the upload is complete, your shared contacts will be searchable by every user within your Company. A few things to keep in mind:

Shared contacts that interact with Depts will display a colored tag and will create a Dept contact

Communication history (calls & messages) with shared contacts that interact with a Dept will be searchable/viewable by Operators

Updates to shared contacts affect every instance of the shared contact in Dialpad (including their listings in your Dept)

Shared contacts are editable by every user in your Company

Updating Contact Info

Edit any of the following fields and Dialpad will update the contact's profile wherever it appears:

Name

Number

Email

Company Role

URLs

Shared contacts can be deleted, however, it will only delete the users specific communication history, text content, etc. The shared contact will still be searchable after deletion.

Lastly, shared contacts don't sync back to G Suite or Office 365.

Searching Shared Contacts

Currently shared contacts can only be searched by the following:

Email

Name

Phone Number

New

Introducing our new logo in our web app and UI!

Dialpad Sell | Voicemail Drop |Reps can now record multiple messages and choose which one to drop on the fly, rather than being tied to one default message.

Analytics | DID Leaderboard for Departments and Call Centers |Admins can see which numbers were used the most for those shared lines with multiple numbers.

Improvements/Fixes

Dialpad Sell and Support | All Call Centers Dashboard | The all-call-centers dashboard and the single CC dash now both show a single metric for queued calls: this includes callbacks as well as calls actively on hold.

With Dialpad by your side, productivity can strike from anywhere. Take a look at the biggest updates and new features hitting your platform.

November 2019

Dialpad has a new look! Introducing Dialpad's New Brand!

Deskphones

Introducing Call Dispositions for Dialpad Support and Sell!

Q3 2019

October 2019

A more in-depth look into your Agents Call Center status' for Call Center Supervisors see who is set to Do Not Disturb.

Got a new phone or computer? Force log yourself out of any old devices that were previously connected to your account before removing them!

Set a custom ringtone for your Dialpad desktop app. Choose from a list of presets, or select an MP3 from your computer for an even more personalized experience. This is great for open office plans, to help you distinguish between calls to you and calls to your desk neighbor! (This feature is only supported on our native apps).

Company and Office Admins weve given your User page (formerly Team) an overhaul. And its more than just a makeoverweve added new features to make managing people, permissions, and numbers easier, too.

Voice Intelligence | Control your real-time and post-call transcriptions separately.

September 2019

New Global Voice Page! It highlights our ability to support global customers and includes details on our split-cloud architecture!

New Cloud PBX Glossary Page | Confused on what Cloud PBX is? Check out this page on our site!

Departments & Call Centers | Send notifications for voicemails and faxes to additional email addresses.

Welcome UberConference Video & Voice Intelligence!

August 2019

Voice Intelligence and Coaching groups | Admins now have the ability to enable or disable Vi for their Coaching Groups!

Q2 2019

July 2019

Introducing Dialpad's Integration with HubSpot!

Group Conversation Search! We've updated the search to allow users to search for their renamed group conversations by the new name, not just the people in the group.

Search, Click, Click!We've updated the design of the current default search view, and also offer tabbed search results that let users essentially filter by result type and see more results of just a specific result type.

Two new languages are now available! Chinese and Portuguese have been added to our default languages list.

June 2019

Chrome Extension users can now select the app they wish calls to be placed through in the Chrome Extension Settings

User-level SPAM blocking settings: Allowsusers mark contacts as SPAM so that future communications get routed to a separate SPAM folder

Zendesk Integration:Handle multiple calls in the CTI!

Need to remember to read your messages later? Now you have the ability to mark them as UNREAD!

May 2019

Introducing Dialpad Sell! Make every Sales call a closing call!

Call Center | Set up call waiting for your agents in your Call Center's advanced settings!

Call Center | A new Routing Option called Random is now available.

Q1 - 2019

April 2019

Your analytics platform now has a new look and feel that makes tracking, analyzing, and acting on data a snap

Check out What's New with Dialpad without leaving your app!

Holiday Hour & Custom Holiday Routing

Need to switch up your call routing for a team offsite or observed holiday? Now you can with holiday hour routing (or make your own holiday with custom routing).

Office 365 Calendar Presence

If you've connected your Office 365 calendar with Dialpad (and made it public to your own organization), we'll now change your presence icon for when you're in a meeting just like we do with G Suite.

March 2019

Call Center | Custom Off Duty Statuses

Get more insight into why your agents are off duty with custom statuses!

Voice Intelligence Call Summary

Find key coachable moments for your team using Voice Intelligence's new Call Summary!

Voice Intelligence Everywhere

Now integrated with our Dialpad Everywhere, see your live transcriptions anywhere on your screen.

February 2019

Polycom x50 Series

When your workforce calls for desk phones, Dialpad has you covered.Dialpad is an official reseller of Polycom VVX x50 series devices.

Voice Intelligence Custom Dictionary

Addkeywords to Voice Intelligences dictionary to ensure that those words are transcribed correctly.

Analytics | Call Center and Departments

Admins can now see the # of Place (outbound) and Received (inbound) calls for their operators/agents for each Call Center or Department.

Q4 2018

January 2019

Call Center | Supervisor view of all Call Centers

Supervisors now have the visibility to view their team's active calls across all call centers.

Dialpad Analytics

Pro and Enterprise customers can now choose our custom date picker and filter their data for up to the last three years!

Dialpad Call Center Analytics

Check out your Agent's "Speed to Answer" in the Leaderboard section of your Call Center analytics.

Dialpad Desktop Apps

Improved flow for updating your Dialpad Apps, making it easier to stay up to date!

App Release Notes

Desktop Apps

Mobile Apps

Deskphones

December 2018

Dialpad Talk | Department Hold Queues

Route your calls to a hold queue when all available operators are busy on other calls.

Dialpad Support | In-Queue Callback

Allow your callers to press a button to request a return phone call instead of waiting in a queue.

Introducing Dialpad Support for Call Centers!

With Dialpad Support, learn from your customer calls and deliver one of a kind service with an AI-powered call center platform.

Dialpad Analytics

Now choose our custom date picker to filter the data in your analytics page!

November 2018

Introducing Web Call History!

Gain access to the full catalog of conversations happening across your organization, with the opportunity to uncover valuable insights on product feedback, pricing, and more.

Voice Intelligence | Search for keywords within the transcript

Search for a keyword or phrase within a single transcript, and then jump directly to that section of the transcript!

Salesforce Logging

Automatic call recordings for departments and call centers are now logged to Salesforce

CallerID preferences on iOS

Select a secondary Dialpad number as your outbound caller ID.

New Web Navigation

We updated the horizon navigation bar to the left sidebar to keep your job more intuitive, be more organized, and better scaling!

Call Center Live Calls

See the number of live calls in your Call Center dashboard.

App Release Notes

Desktop Apps

Mobile Apps

Deskphones

October 2018

Call Center Custom Call Recording

Pick and choose by area code which outbound calls get automatically recorded.

Voice Intelligence Halloween Emoji

Say "Halloween" on any calls and theemoji will be presented in your transcription.

Business Hours & Call Handling

Now, when updating your business hours and call handling preferences for office mainlines, departments and call centers click on Details to reveal the side drawer on the right-hand side.

Real-Time Recommendations Analitycs

See data on the overall volume of recommendations triggered.

Call Center support on Android.

This includes the duty toggle for agents, as well as call monitoring capabilities for supervisors.

CallerID preferences on Android

Select your preferred caller ID for each contact.

Contact Support

A new and improved intake formto let our Support team know the details of your issue and assist you faster! Simply navigate to our Help Center > Contact Us. Learn More.

Incoming Call Notifications

More information is now visible on incoming call notifications, including transfer paths and label for which phone number someone called in the event your Call Center, Department, or Main Line has more than one number.

Department Greeting

Play a greeting for your callers before fanning out to operators.

App Release Notes

Desktop Apps

Mobile Apps

Deskphones

Q3 2018

September 2018

Search Call History/Transcripts

Get insight into how many times keywords are said on your calls by searching for them across your transcripts.

Add a label for each new Main Line, Department, or Call Center number

You can now label your department or call center numbers to avoid confusion!

App Release Notes

Desktop Apps

Mobile Apps

Deskphones

August 2018

On/Off Duty Push Notification

Along with the pop upnotifying an agent that they missed a call and were switched to off duty, a push notification will now appear for an agent to choose to stay off duty or go back on duty.

Forwarding for Transcriptions

Need to forward a piece of your transcription to someone? No problem! We have added the option to forward feed items from your post-call summary transcriptions.

Slack + Dialpad

Get your apps talking. With Dialpad and Slack, your team can ditch app toggling and use one, central platform for their business communications.

App Release Notes

Desktop Apps

Mobile Apps

Deskphones

July 2018

International SMS now available for US or Canada users!

SMS messaging from US and Canadian Dialpad numbers to international mobile numbersis now supported. Like international dialing, users will be charged by calling credits and can monitor their usage in the admin page.

Allow Agents to Pause/Start Recordings (Call Center)

Agents will no longer be able to make personal recordings for call center calls. Admins can give agents the ability to stop/start the recording.

Hold queue's for your personal calls and room phones

We now have the ability to enable hold queue for personal call and room phone in settings. The caller will now hear an IVR and put on the caller in a hold queue. Once a person or room phone is available the caller will get connected.

Automatic call recording? Now you can customize the greeting

If you've turned on automatic recording on your shared lines (Main Line, Departments, Call Centers), we now give you the option to record or upload your own custom call recording message.

Choose which direction you record calls (Call Center)

Call Center Admins can now choose between automatically logging inbound or outbound calls (or both).

App Release Notes

Desktop Apps

Mobile Apps

Why am I not receiving notifications to my app?

Not receiving push notifications? Check the number the messages are being sent to. If they are being sent to a shared line (Main Line, Department, or Call Center) you will not receive a pop-up or push notification depending on the app you are using.

If you are using the desktop or iOS apps,then we won't send a push notification for messages on shared lines (Main Line, Departments, or Call Center) butwe will update the badge count next to your assigned lines.

If you're using theAndroid appthen we will send a push notification for messages on shared lines, in addition to updating your badge count.

Adding UberConference Business to your account is available to Standard plans and above.

Adding UberConference Business to your Dialpad account means giving your team access to anywhere meetings. Let's take a closer look at how the integration works and how you'll manage UberConference vs. Dialpad.

How it Works

When you create Dialpad accounts for your team, we automatically include an UberConference Free seat for them, too. If we find an account that already exists under the same email address as your Dialpad account, we'll automatically link them together, whether it's Free or Business. If not, we'll auto-create a Free account.

While a Free account is standard, Dialpad Administrators can upgrade their team members to a paid UberConference Business plan, instead, if they'd like to unlock features like international dial-in or zero PINs.

Dialpad Tip:

If you haven't transitioned to licensed billing (or aren't sure which type your account is), reach out to our support team to clarify + make the switch.

Purchase UberConference Lines

Just like with your user lines, room phones, or fax lines, adding a paid UberConference Business account requires you to purchase an UberConference license.

Keep in mind that UberConference licenses are per userif 5 team members need to have access to a conference line, you would need to purchase 5 UberConference licenses.

To purchase an UberConference license, Dialpad Administrators can follow these steps:

Navigate to Dialpad.com > Admin Settings > Office > Licenses > Buy Licenses (UberConference)

Choose between purchasing a local number license or a toll-free number license

Confirm the changes and updated billing information to finalize your transaction

FAQ

Dialpad Tip:

Looking for international numbers? Reach out to our sales team directly for this request.

Assign UberConference Lines

Similarly to adding other user privileges, Dialpad Administrators will add UberConference from the same managed team page via Dialpad.com> Admin Settings>Office>Users>Options>Calling>Add UberConference.

You'll have the option to assign a local or toll-free line to your Dialpad team member in addition to selecting the preferred area code (we'll do this automatically unless you specify).

The first team member you assign an UberConference line to will become your UberConference Administrator.This means they'll be able to manage UberConference team settings for your Organization.

Once you add the license to your team member, they'll receive a separate email alerting them of the change to their account.

You can always navigate back to your team page to see who has been granted UberConference access via the UberConference icon next to the team member's name.

Remove UberConference Lines

You can easily remove an UberConference license from your team member just like any other user privilege.

Just navigate back to Dialpad.com > Admin Settings > Office > Users > Options > Callingand selectRemove UberConference from your individual team member's drop-down.

Have more questions about UberConference Meetings? Check out our .

Dialpad Talk is a cloud-based phone system that makes connecting teams easier with voice, messaging, and integrations across your existing devices. Learn More.

Your phone system now works like you dofrom anywhere, anytime. With Dialpad Talk, teams can stay connected no matter where they work, thanks to a 100% cloud-based platform that syncs voice, video, contacts, and more in real-time. Whether its a laptop, desk phone, or cell

phone, weve got you covered. Switch between devices and get work done.

Automatic user provisioning with G Suite, Office365, OneLogin, and Okta.

Bring your native integrations (G Suite, Office365, LinkedIn, Slack, Salesforce, and more)

Transfer calls, forward messages, record calls, and switch between devices

Real-time transcription, automatic note-taking, and conversational analytics

Ready to sign up? Take a look at our Best Practice Guides below for Admins and Users:

Talk Admin Day 1

Talk Admin Month 1

Talk Admin Week 1

Talk User Day 1

Talk User Month 1

Talk User Week 1

API Access is currently available on Enterprise plans.

We've deprecated this API. For the latest API documentation, please visit dialpad.com/developers

All requests are simple HTTP REST type requests sent as content type application/x-www-form-urlencoded. For GET requests all parameters are passed in the query string. For PUT/POST/DELETE requests all parameters are sent in the body of the request in query string format.

For any HTTP API requests, the access token should be generated by your Admin from the web portal. You can pass the access token with the parameter api_key or with the Authorization: Bearer HTTP header (ex: Authorization: Bearer <access_token>).

All endpoints are only accessible via https and are located at dialpad.com. For instance: you can get a list of your Users by requesting the following URL with your access token:

Dialpad Tip:Did you know Enterprise plans have access to a sandbox environment? Just reach out to our support team to enable access.

Access and Create API Key

To access and create your API key, have your Office Admin follow these steps:

Navigate toAdmin Settings > Authentication > API Keys

If you don't see this option, reach out to our support team

SelectAdd Key

Name your key and set your expiry then hitSave

SelectShow Value to reveal your API key

Dialpad.com/accounts

Dialpad Tip: You can edit API keys including deleting them by selectingEdit next to the specific key.

User Management

Add a New User

POST Request

/api/v1/admin/user

Parameters

Field

Value

Required?

Description

email

[email protected]

Required

User's primary email address.

first_name

Adam

Optional

First name

last_name

Johnson

Optional

Last name

This adds a user to your Domain but doesn't specify an Office. To assign them to a specific Office, make sure to navigate back to your Dialpad portal.

Add a User Phone Number

POST Request

/api/v1/admin/did

Parameters

Field

Value

Required?

Description

target_key

<target_key_string>

Required

The user that you want to add a phone number to.

This will add a phone number to a user, not a room or Office. The number will automatically be taken from the company's reserved block if they have reserved numbers else it will auto assign a number from the same area code as the Office. To access the target_key, Admins will need to call the /user to get the user key and pass it as target_key.

Delete a User Phone Number

DELETE Request

/api/v1/admin/did

Parameters

Field

Value

Required?

Description

target_key

<target_key_string>

Required

The user that you want to delete all phone numbers on.

Deletes all the phone numbers that belong to a user. The target_key can be obtained via the GET request to the /user.

Transfer a User to Another Office

PUT Request

/api/v1/admin/user

Parameters

Field

Value

Required?

Description

target_key

<target_key_string>

Required

The target_key that represents the user

office_key

<office_key_string>

Required

Office key of the destination office

Use this API for times when you need to migrate a user to a different Office. The office_key can be retrieved via the /office API call.

For international offices, theuser must have phone/fax numbers removed. Once the transfer is complete, your Admin can add the phone numbers via POST on /did.

Keep the following in mind:

Only for paid accounts and must have enough licenses to transfer a user to another Office (we'll alert you if you don't)

Admin running the API must also be Admin of Target Office for the transfer and adding/removing phone numbers, as well as access permissions to the user itself

Dialpad Tip: Please note that all available licenses will be billed even if they are not used. If you wish to permanently remove the available licenses, let our support team know.

Get Info About a User

GET Request

/api/v1/admin/user

Parameters

Field

Value

Required?

Description

email

[email protected]

Required

The user that you want to delete all phone numbers on.

Get a List of your Users

GET Request

/api/v1/admin/user

Parameters

Field

Value

Required?

Description

limit

<number>

Optional

Number of users

cursor

<cursor_string>

Optional

The pagination cursor used to get the next set of users. If there are more users than the first request returns, a cursor is passed back in the result. Pass that cursor as the parameter to get the next set of users

Edit User Info

PUT Request

/api/v1/admin/user

Parameters

Field

Value

Required?

Description

email

[email protected]

Required

User's primary email address

first_name

ex: Brian

Optional

Change a user's first name

last_name

ex: Anderson

Optional

Change a user's last name

extension

ex: 41000

Optional

The user's new extension number.*

*Extensions are optional in Dialpad and turned off by default. If you want extensions please contact support to enable them.

Suspend a User

PUT Request

/api/v1/admin/user

Parameters

Field

Value

Required?

Description

email

[email protected]

Required

The primary email address of the user.

action

suspend

Required

Reactivate a suspended User

PUT Request

/api/v1/admin/user

Parameters

Field

Value

Required?

Description

email

[email protected]

Required

The primary email address of the user.

action

reactivate

Required

Delete a User

DELETE Request

/api/v1/admin/user

Parameters

Field

Value

Required?

Description

email

[email protected]

Required

The primary email address for the account.

Offices

Get list of Offices

GET Request

/api/v1/admin/office

List all the offices in your domain. Each entry contains akey parameter that uniquely identifies each office.

Create a new user and associate them with a specific office. For theoffice_key parameter, use the value forkey mentioned above.

Parameters

Field

Value

Required?

Description

office_key

(unique to each Office in your domain)

Optional

Include if you want to associate an Office with a user (only when first adding a user)

action

add | delete | suspend | reactivate

Optional

Action to take on given email address (user)

Note: Suspended users cannot log in and cannot accept calls or texts. All other functions (including data retention) remain, including billing for the suspended account.

email

Required

Email address (user) you want to perform the action on

first_name

Optional

Optional first name to associate with the user

last_name

Optional

Optional last name to associate with the user

Departments

Get list of Departments

GET Request

/api/v1/admin/department

List all the Departments and Call Centers in an Office. Each entry contains akey parameter that uniquely identifies each Department or Call Queue.

Parameters

Field

Value

Required?

Description

office_key

(unique to each Office in your domain)

Optional

Default is the primary office. Pass office_key to get Departments for other offices.

Operators

Get list of Operators assigned to a Department/Call Queue

GET Request

/api/v1/admin/operators

List all the Operators assigned to a Departments or Call Queue. This returns a list of User objects.

Parameters

Field

Value

Required?

Description

target_key

<target_key_string>

Required

The target key of the Main Line, Department, or Call Queue

Response

The HTTP request will return a JSON blob. For example, the request:

POST https://dialpad.com/api/v1/admin/[email protected]

returns the following:

{

"office_count": 34,

"pending_user": "[email protected]",

"message": "creating user...check back in a moment please",

# Adding a new user is asynchronous. Check the user status later.

"company_count": 34

}

If the action parameter is not specified, then it will return the status for that user

{

# Company account information

office_count: 34,

company_count: 34,

# User information

user: {

last_name: "",

first_name: "",

primary_email: "[email protected]",

primary_phone: "+14154292691",

# ... etc

}

}

If the user doesn't exist, then there will be no user key. Only the Company account information.

If the request fails for any reason, then it will return an HTTP error code in the 400s or 500s with following JSON.

{

status: 1,

errors: [

"email_conflict"

]

}

Analytics

Get summary stats and call/text logs

GET Request

/api/v1/admin/stats

First request for stats or records will return this:

{ "kind": "stats", "status": "processing"}

Follow-up requests will return processing until it is ready, which shouldnt take more than two minutes for any request. When it is ready it will return this with a link to the CSV download.

{

"download_url": ""

"file_type": "csv",

"kind": "stats",

"status": "complete"

}

Parameters

Field

Values

Required?

Description

stat_type

"calls" or "texts"

Required

Type of stats.

target

<string>

Optional

The target key associated with the user or Department you are requesting analytics for.

is_company

1

Optional

Include if you want to display analytics for your entire Company.

office_id

<string>

Optional

The ID of the selected Office.

Note: If you do not supply target, is_company, or office_id, Dialpad will default to your own Office.

export_type

"stats" or "records"

Optional

"stats" or "records"

is_today

1

Optional

Set if you want today's data.

Note:You cannot combine today's data with historical data. is_today overrides days_ago_start and days_ago_end.

days_ago_start

<number>

Optional

Number.

Ex: 1 = yesterdayNote: The lowest you can set this value is 1. If you want today's real time data, set the is_today parameter instead.

days_ago_end

<number>

Optional

Number.

Ex: Set to 1 as well for yesterday. Setting it to 2 would be two days ago until yesterday if days ago start is set to 1.

Dialpad Tip: The timezone displayed will be the local time of the Office of the user key you're using.

Verification

Open to verify that all accounts have been added correctly. For testing purposes, we'd suggest opening an incognito browser in Chrome.

Can I port out Dialpad numbers?

Before contacting your new service provider you must first get a unique PIN number associated with your number.

This PIN number, along with other pieces of information, will enable your new service provider to port the number over to their system.

If you are a Dialpad Administrator, go to dialpad.com/portout and follow the prompts to get the unique PIN number associated with your number. Note that only numbers within your Company are portable.

support team

If the gaining carrier needs your Dialpad account number, you can go to dialpad.com/billing and review your latest invoice. The account number will be listed as the "Company ID" on your invoice.

If you encounter any issues, please contact our .

Native App (Mac or Windows) & Chrome App v18.24.5 updates include:

New

Contacts |Under your "Contacts" tab in your app, a new section has been added for your group chats called "Group Chats"

Voice Intelligence |Reviewingyour Post Call Summary ?You now have the option to download your Transcripts via CSV

Voice Intelligence |Reviewingyour Post Call Summary ? You now have the option to rate if the moments caught by Vi were helpful or not.

Improvements/Fixes

Various bug and stability improvements

New

Voice Intelligence | The moment "Question" has been changed to "Interesting Question"

Improvements/Fixes

Call Summary | If the audio for the call is not available to the user the audio playbar is now hidden.

Who can use this feature?

Access to this feature is currently restricted to Enterprise plans and can only be accessed domain administrators.

This API provides a call logging endpoint to Enterprise companies. With access to this endpoint, customers candesignate a specific URL that they want to call logging events to be sent to as webhooks.

What we need from you

Specify URL you want us to send the events to

Specify a Secret Object that we will use to decode the JSON object

Objects you get from Dialpad

Field

Description

Notes

internal_number

The phone number internal to your organization

For inbound calls, this is the destination number. For outbound calls, this is the callers number.

external_number

The phone number external to your organization

For inbound calls, this is the callers number. For outbound calls, this is the destination number.

target

This is the target that the Dialpad user dials or receives a call from. It will contain the following pieces of info:

Phone: E.164 phone number

Type: User/Office/Department/Staff/Room/Call Center

ID: Unique Target ID

Email: Associated email

Name: Target name

May appear blank if unanswered.

The target corresponds to the internal_number. Its the Dialpad user or Department or Call Center, regardless of whether the call is inbound or outbound.

proxy_target

Caller ID used by the Dialpad user for outbound calls. It will contain the following pieces of info:

Phone: E.164 phone number

Type: Office/Department/Staff/Room/Call Center

Id: Unique proxy ID

Email: Associated email

If a value appears, the call was placed with an outbound ID other than the user's direct line.

entry_point_target

Where a call initially dialed for inbound calls to Dialpad. It will contain the following pieces of info:

Phone: E.164 phone number

Type: User/Office/Department/Staff/Room/Call Center

Id:Unique entry point ID

Email: Associated email

Inbound calls only.This is populated when an inbound call is fanned out to a Dept/Call Queue.

call_id

A unique number ID automatically assigned to each call

entry_point_call_id

Call ID of the associated entry point call.

This is defined for operator calls (departments, call queues). It can be used to associate an operator call with its entry point call.

group_id

Unique ID of the department, mainline, or call queue associated with the call.

This matches the entry_point_target for a group call.

May appear blank if the call is not a group call.

direction

Call direction. Indicates whether a call was made (outbound) or received (inbound).

contact

This is the contact involved in the call. It will contain the following pieces of info:

Phone: E.164 phone number

Type: User/Local/Nylas/Google/Microsoft

ID: Unique contact ID

Email: Associated email

Name: Contact name

The contact corresponds to the external_number, regardless of whether the call is inbound or outbound.

date_started

Timestamp when the call began in the Dialpad system before being connected

date_rang

Timestamp when Dialpad first detects an inbound call to a mainline, department, or person.

May appear blank if:

The caller hung up before we could detect ringing.

The user has IVR settings that put callers directly to VM.

The call is an outbound call.

date_connected

Timestamp when Dialpad connected the call

May appear blank if:

Dialpad did not detect a date_rang value.

Agent did not answer (Call Queues).

date_ended

Timestamp when the call was hung up.

duration

Duration of the call in milliseconds

May be blank if:

The call is not yet completed. (Before the hangup state)

The call was never connected.

state

preanswer

calling

ringing

connected

merged

hold

queued

voicemail

eavesdrop

hangup

blocked

admin

parked

was_recorded

Boolean indicating whether or not the call was recorded

voicemail_link

URL to the voicemail recording

May appear blank if there was no voicemail left.

The Event Loop

Workflows built using the Dialpad call logging endpoint will follow the same abstract event-driven sequence:

A user creates a circumstance that triggers an event subscription to your application

Your server receives a JSON object, encoded with jwt with the secret you gave us

Your server acknowledges receipt of the event

Your business logic decides what to do about that event

Your server carries out that decision

Dialpad Call Logging Endpoint | Request URLs

Request URLs operate like this:

They all receive an HTTP POST containing data in response to activity.

In the call logging endpoint, your Request URL is the target location where all the events your application is subscribed to will be delivered

Since your application will have only one Request URL, youwon'tneed to do any additional dispatch or routing server-side after receiving event data.

Your Request URL will receive JSON-based payloads containing wrapped event types (described above).

Events Dispatched as JSON

When an event in your subscription occurs in an authorized user's account, we'll send an HTTP POST request to your Request URL. Once you receive the event, you'll want to use a 200-series HTTP status code to indicate success. If youdon'trespond with 200, we will retry once.

Here an example of a decoded JSON response from the call logging endpoint:

{ "internal_number":"14155551001", "target":{ "phone":"+14155551001", "type":"user", "id":2, "email":"[email protected]" }, "date_ended":1494624100265, "proxy_target":{ }, "date_connected":1494624100265, "direction":"inbound", "call_id":7, "state":"hangup", "external_number":"14155556666", "was_recorded":false, "entry_point_target":{ }, "date_rang":1494624100265, "date_started":1494624097927}

FAQs

Are any events/errors passed to the customer when attempting to use the call logging endpoint?

No. The only indication that something is not working is if the customer does not receive any information when a call happens.

Can we support multiple endpoints per company?

No. We only support setting up one endpoint per company at this time.

Are there any rate limits per day?

No. There are no rate limits at this time.