Phones Pro administrator permissionsLast updated on 03/22/2022

• To see calls in the Monitor All Call Centers section in the Dialpad app, an office administrator should grant themselves administrator permissions for each call center they belong to.

• In Phones Pro, you can find different types of administrators, such as company, office, department, and call center. Each type of administrator has different privileges.

• Go to the navigation bar and click Phones Pro to open the embedded dialer. Note: If you don’t have the embedded dialer enabled, sign in to your Dialpad account and skip to step four.

• In the Phones Pro embedded dialer, click the Wrench icon.

  Phone Preferences opens.

• Click View Dialpad Settings.

  Your Dialpad profile opens in a new tab.

You automatically become a company administrator when you first sign up your company with Phones Pro. You can add more Phones Pro company administrators in ServiceTitan settings.

To assign company administrator permissions:

1. Go to the navigation bar and click Settings . In the side panel, go to Settings > Phones Pro > Account Setup.

2. Click Yes next to the employee’s name in the Admin Access column

3. Click Save.

A company administrator can assign any individual employee to become an office administrator. If multiple offices are being managed under one company, a company administrator can assign a user as a specific regional administrator who has administrative permissions across multiple offices.

Note: You can share a Phones Pro account if all users belong to the same customer in ServiceTitan.

To assign office administrator permissions:

1. From your Dialpad Settings, go to Office > Office Settings > Office Administrators.

2. Select a user from the dropdown to become an administrator.

A company or office administrator can assign an individual user to become a department administrator. As a department administrator, you can assign operators and phones, add and remove phone numbers, and much more.

1. To assign department administrator permissions:

2. From your Dialpad Settings, go to Departments > Assigned Operators & Phones.

3. Click Options.

4. Select Add admin privileges.

Assign call center administrator permissions

A company or office administrator can assign any individual user to become a call center administrator.

To assign call center administrator permissions:

1. From your Dialpad Settings, go to Call Centers > Agents & Admins.

2. Select an agent and click Options.

3. In the dropdown, select Make Admin.

A company, office, or call center administrator can assign any call center agent to become a call center supervisor.

As a call center supervisor, you can do the following for your call centers:

• Listen in on calls

• Take over calls

• Set agents to available or unavailable

Note: Supervisors monitor all agents and calls in call centers. Call center supervisors can view the live sentiment and purpose of calls while they're taking place.

To assign call center supervisor permissions:

1. From your Dialpad Settings, go to Call Centers > Agents & Admins.

2. Select an agent and click Options.

3. In the dropdown, select Make Supervisor.

• Administrators can’t remove users in Dialpad, they should contact ServiceTitan Support team

• Administrators can upgrade a user from a standard seat to an advanced seat, but they can’t downgrade a user from the advanced seat to the standard seat

• Administrators can buy devices, for example, user phones and room phones

Note: Users buy their own devices from a third party or from ServiceTitan.

• Visit ServiceTitan Academy to enroll in Phones Pro Essentials for Admins

• See Setup Phones Pro