Overview
Now that you've finished the account setup for Phones Pro, learned how to manage your Dialpad account, and understood the basics of working as a CSR for a contact center, learn how to manage your team with Dialpad Admin privileges.
Learn how to:
Who uses this feature
Administrators and Customer Service Representatives (CSRs)
Applies to all business types
Feature configuration
To get started with Phones Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.
Account configuration is required to use this feature. Please contact Technical Support for details.
Multiple permissions are required to use this feature. Please contact the account administrator on your team.
Things to know
Phones Pro experience is different for Customer Service Representatives (CSRs) and Administrators. Administrators manage call center operations, and CSRs handle incoming and outgoing calls for the company.
After switching to Phones Pro, the Set Forwarding Number option changes to Set Call Continuity Number in Phones Pro Settings. While both forwarding and call continuity numbers are external third-party numbers, the call continuity number is a backup phone number in case of an outage and is not part of the call routing during normal functioning hours.
Step 1: Assign Admin permissions in Dialpad
As an administrator, you can manage who has administrative access to advanced ServiceTitan Phones Pro features.
To assign office administrator permissions:
From Dialpad, go to Admin Settings > Office > Office Settings.
In the Office Administrators section, click + Add people from your team.
Search by name and select a user from the dropdown to become an administrator.
To assign department administrator permissions:
From Dialpad, go to Admin Settings > Departments.
Select a department and click Assigned Operators & Phones.
Click Options next to the operator you want to assign admin privileges to.
Select Add admin privileges.
To assign contact center administrator permissions:
From Dialpad, go to Admin Settings > Ai Contact Centers.
Select a contact center and click Assigned Operators & Phones.
Click Options next to the operator you want to assign admin privileges to.
Select Add admin privileges.
Step 2: Set call routing rules for the Main Line, Contact Centers, and Departments
Set rules on how to route calls during and outside of business hours. For example, you can send calls to voicemail when your business is closed and route calls directly to agents when your business is open.
To set call routing rules for the main line:
In Dialpad, go to Admin Settings > Office > Main Line.
Click Business Hours & Call Routing.
In the Call Routing section, click Edit Call Routing.
In the Call Routing screen that opens, choose the appropriate Routing Options for Open Hours and Closed Hours Routing. For more, see Set routing options.
To set call routing rules for a contact center:
In Dialpad, go to Admin Settings > Ai Contact Centers.
Select a contact center and click Business Hours & Call Routing.
In the Call Routing section, click Edit Call Routing.
In the Call Routing screen that opens, choose the appropriate Routing Options for Open Hours and Closed Hours Routing. For more, see Set routing options.
To set call routing rules for a department:
In Dialpad, go to Admin Settings > Departments.
Select a department and click Business Hours & Call Routing.
In the Call Routing section, click Edit Call Routing.
In the Call Routing screen that opens, choose the appropriate Routing Options for Open Hours and Closed Hours Routing. For more, see Set routing options.
Set routing options
Ensure calls are routed to the right team every time. Select a routing option to fit your business needs. In Dialpad you can route the calls to agents in a specific order or use other routing options.
To set options for routing calls to agents:
Depending on the routing rules you want to set, click the Open Hours Routing or Closed Hours Routing tab.
In the Routing Options section, select Agents.
Select how you want calls to agents routed:
Longest idle: Calls are routed to the agent who has been idle for the longest amount of time.
Fixed order: Calls are routed to agents in the same fixed order. Click View and edit order to set the call order.
Round robin: Calls are routed to agents individually based on a rotating fixed order. The system looks at all calendars and if there's something in that time slot it doesn't allow you to book.
Skills-based: Calls are sent to the available agent with the highest skill rating. Click Rate your agents to assign skill ratings.
Random: Calls are routed randomly to agents.
Note: Skills-based and Random routing types are available for contact centers only. Simultaneous ring is only an option for departments.
To set other routing options:
Depending on the routing rules you want to set, click the Open Hours Routing or Closed Hours Routing tab.
In the Routing Options section, select Other routing options.
Select from the following options:
Directly to voicemail: Agents receive email notifications when voicemails are left.
To a message (no voicemail): Callers receive a recorded message without the ability to leave a voicemail. Select one of the message options:
Click the dropdown to select a prerecorded message.
Click Record a greeting to record a new message.
Click Upload to upload an MP3 file to use as a message.
To another department: Click the dropdown to choose another department to route calls to.
To a team member / room phone / number: Use the search field to find a team member, room, or phone number to route calls to.
To an automated response menu: Select this option to route callers through an automated response menu where a system greeting reads off the preset menu options you choose. If you prefer, you can record or upload your own greeting to play for your callers.
To an IVR workflow: Select this option if you want to create automated voice prompts based on the customers' needs and let clients answer their questions through self-service. For more, see Enable IVR workflows in Dialpad.
Step 3: Enable hold queues
You can set up a hold queue where callers are placed on hold until a CSR is available to take their call. You can also choose a fallback option if the hold queue limit is reached or if no agents are available during business hours.
Note: Hold queue is optional for departments but required on contact centers. Department hold queue options are more limited compared to those available for contact centers.
To set up hold queues for departments:
In Dialpad, go to Admin Settings.
Click Office > Departments, and select a department of your choice.
Click Business Hours & Call Routing.
In the Call Routing section, click Edit Call Routing.
Under Hold queue size in the Maximum queue size field, enter the limit of callers you want waiting in your hold queue.
Note: When you reach your queue limit, calls are routed to your fallback option.
In the Maximum queue wait time field, enter the longest time in minutes and seconds you want callers to wait in your hold queue.
Go to the Hold greeting dropdown and select the greeting message you want callers to hear while they wait in your hold queue. This greeting plays entirely before the hold music starts and then the call can be answered.
You have three options to set a hold greeting:
Select an existing MP3 from the dropdown list
Record a greeting from your computer
Upload a greeting from your computer
To set up hold queues for contact centers:
In Dialpad, go to Admin Settings.
Click Office > Ai Contact Centers, and select a contact center of your choice.
Click Business Hours & Call Routing.
In the Call Routing section, click Edit Call Routing.
Under Hold queue size in the Maximum queue size field, enter the limit of callers you want waiting in your hold queue.
Note: When you reach your queue limit, calls are routed to your fallback option.
In the Maximum queue wait time field, enter the longest time in minutes and seconds you want callers to wait in your hold queue.
In the Hold announcement interval field, enter the call duration time when the caller hears the hold greeting message.
Go to the Hold greeting dropdown and select the greeting message you want callers to hear while they wait in your hold queue. This greeting plays entirely before the hold music starts and then the call can be answered.
You have three options to set a hold greeting:
Select an existing MP3 from the dropdown list
Record a greeting from your computer
Upload a greeting from your computer
Note: You are also able to enable delay greeting that is played every configured amount of minutes while callers are in the hold queue.
Advanced hold queue settings for contact centers
In the Hold Queue section of a contact center, scroll down to Advanced hold queue settings to configure the advanced hold queue settings based on your business needs.
When you enable the Allow callers to be placed in your hold queue when no agents are available option, callers are waiting in your hold queue even if no agents are on duty. Remember to set a hold queue limit to avoid long wait times.
When you enable the Allow existing calls to stay in queue after call center has closed option, agents can answer calls that were in your queue before the call center closed. Remember that callers still respect the maximum queue wait time defined earlier.
When you enable the Let callers know their place in the queue option, callers know their order in the hold queue.
Note: This option is not available when you select a maximum queue wait time of less than 2 minutes.
When you enable the Allow callers to exit the hold queue to voicemail by pressing option, the callers can enter the number from the dropdown menu to exit the hold queue.
When you enable the Allow callers to request a callback when the queue has…or more calls by pressing option, you can set a threshold to request a callback and define the number the caller presses for a callback. The caller receives an automated call if they confirm they are connected to the available agent. The first thing the caller hears is a recorded voice.
When you enable the Connect to agents before calling back customer option, when an agent becomes available they receive a call which then calls the customer. The first thing the caller hears is the agent.
Set up hold music
You have two options to select hold music:
Select an existing MP3 from the dropdown list
Upload an MP3 from your computer
To upload a music in MP3 format from your computer:
Click Upload (mp3).
Select an mp3 file from your computer to upload.
After the upload is successful, you can see it in the list of music.
Step 4: Set fallback options
Set fallback options that determine what happens to calls when no agents are available or on duty during business hours.
Note: You can only see fallback options if you select to route the calls to Agents as the Other Routing Options option does not display it.
To set fallback options:
In Dialpad, go to Admin Settings.
Select Office > Main Line, Departments or Ai Contact Centers based on your preference.
Click Business Hours & Call Routing.
In the Call Routing section, click Edit Call Routing.
Scroll down to the Fallback Options section and select from the following options:
Directly to voicemail
To a message (no voicemail)
To another department
To a team member / room phone / number
To an automated response menu
To an IVR workflow
Step 5: Adjust call recording settings
Dialpad allows you to manage your call recordings. You can create personalized greetings to inform callers that their calls might be recorded. The recording plays when the call is answered, audible to both the agent and the caller. To avoid this, we suggest adding the recording disclosure to the welcome greeting.
Note: Call recording settings are limited for departments. You don't have the option to specify Inbound and Outbound call recording configurations.
To adjust call recording settings for a contact center:
In Dialpad, go to Admin Settings > Ai Contact Centers.
Select a contact center and click Advanced Settings.
Under Automatic Call Recording and Transcription, choose which calls are automatically recorded.
Note: Recordings are only available to the call center's administrators. Call recordings are located in your Call history or in the Recordings tab in the Dialpad app.
Select Inbound Calls.
Select your inbound call options:
Record all: Records all calls.
Record all except those on the exception list: Records all calls except calls received from area codes added to your exception list.
Also record Agent's screen(s): Automatically turns on Agent Screen Capture for the agent taking the call.
Set up your inbound Call recording greeting to let callers know that the call may or will be recorded before your agent answers the call.
Select Outbound Calls.
Select your outbound call options:
Record all: Records all calls.
Record all except those on the exception list: Records all calls except calls received from area codes added to your exception list.
Also record Agent's screen(s): Automatically turns on Agent Screen Capture for the agent taking the call.
Set up your outbound Call recording greeting so callers hear the greeting when connecting with an agent.
Select Pause Recordings, if needed. This allows agents to stop and restart a recording during a call. When an agent stops and restarts a recording, the corresponding company level recording (if enabled) also stops and restarts for the call.
Note: While you have the option to pause the recordings in DialPad, recordings should only be paused in ServiceTitan. Pausing the recordings in Dialpad won't pause them in ServiceTitan.
Step 6: Create real time assist cards
The Real Time Assist feature automatically suggests talk-tracks and key details to representatives during a call based on user-defined trigger words.
To create your assist cards:
Go to Admin Settings > Dialpad Ai > Real Time Assist cards.
Click Create.
Select the Create from scratch or Start from a template option.
In the Create Real Time Assist card screen that opens, give a name to the card.
Add a talk track in the Rep Response field. You can add links to assist CSRs with their calls.
In Trigger words/phrases, enter the specific words and phrases that prompt the assist card to display.
Specify which side can trigger the card to appear.
Click Assign groups to assign the card to call centers or coaching groups.
Click Create card.
A newly edited, deleted, or added Real-Time Assist card is available after the next 10-minute period.
Note: There is a limit of 100 cards per call center or coaching group.
Step 7: Analyze CSR performance
You can pinpoint specific calls that require attention with real-time sentiment and transcription analysis of CSR calls. Based on sentiment analysis, Dialpad labels calls as Neutral, Positive, Negative, or, if a call needs special care, Attention.
To conduct sentiment analysis:
Go to your DialPad app.
Select the departments or the contact centers you'd like to monitor.
Go to Live Calls.
Note: Calls show up with real-time sentiment analysis. You can see the sentiment label under the Sentiment column.
Click View Call for a call marked as Attention or Negative.
You can also Listen to live calls from a Department or Contact Center and Listen to live calls from Coaching Teams to evaluate how well the agents are performing in their daily service.
Step 8: Review post-call summary reports
After a call ends, view the post-call summary to analyze your CSR's performance on the call.
In Dialpad settings, click Call History.
In the All calls page, click the Users or groups dropdown and enter the CSR name.
Click Apply and then View call summary next to the call you want to monitor.
Select the Transcript tab.
Now that you've learned the fundamentals of Phones Pro, you are ready to start using it.