Problem
Configuring specific phone numbers in Dialpad to direct calls to desired branches of the company, such as the Call Center or a particular department, should be easily manageable and efficient.
Solution
Note: The most common reason to move a phone number from the Main Line to a call center or department is to have contractor numbers, such as Home Depot, vendors, or technicians skip any IVR menu or greetings that are on the Main Line, especially if they use GLS which requires the call to ring to someone with no menu.
The solution introduces the ability to run multiple workflows simultaneously, which allows for more complex and efficient workflows. For example:
As a solution, be sure to add a technician first before you can edit a profile. To add, see Remove the number from the main line. Then Reassign the number to a Call Center or Department.
If the solution uses only one workflow, there is no need for this summary. Omit and use the workflow itself to introduce the steps to solve this issue.
Remember: You can have multiple phone numbers to contact your agents. We recommend you add these numbers to your Main Line in Dialpad and make sure that all calls originate from a centralized location.
Remove the number from the Main Line
Go to Dialpad and click Admin Settings.
Click Office > Main Line.
On the Main Line page, locate the number you want to move, click Options, then select Remove.
The Remove number window opens, where you can click Confirm to officially remove this number from the Main Line.
Reassign the number to a Call Center or Department
Click Call Center or Department you want to reassign the number to, and on the relevant page, you can see an Add number prompt, which you can click.
From the Pick a number window that opens, locate the number you just removed from your Main Line, select the number, and click Select.
Your number is officially assigned to this Call Center or Department.