Configure Main Line, Ai Contact Center, and Department settings in Dialpad

Overview

Main line, departments, and contact centers set rules for call handling in Dialpad. Set up and manage the main line, department, and contact center features to create the call logic and allow your teams to handle incoming and outgoing calls more easily.

Things to know

• Incoming calls first reach the main line, then route to Ai contact centers or departments per routing rules. For more information, see Understand the differences between the Main Line, Contact Centers, and Departments.

• You must have at least one number assigned to the main line to receive calls through Dialpad.

• You can assign the numbers to departments/contact centers right within your Dialpad account. For more information, see Add and assign tracking numbers in Phones Pro.

Access Main Line settings in Dialpad

The main line serves as the initial point of contact, routing incoming calls to the appropriate departments, extensions, or call centers.

To access main line settings: 

1. Log in to your Dialpad account.

2. Go to Admin Settings and click Main Line. 

Access Department settings in Dialpad

Departments are organized centers within the platform for specific teams, such as Overflow, Accounting, or Afterhours.

To access department settings:

1. Log in to your Dialpad account.

2. Go to Admin Settings > Departments.

3. Select a department of your choice. 

Note: To create a new department, click Add next to the Department section.

Access Ai Contact Center settings in Dialpad

Contact center agents have more privileges, flexibility, and control over the callers' experience for both inbound and outbound calls.

To access contact center settings:

1. Log in to your Dialpad account.

2. Go to Admin Settings > Ai Contact Centers.

3. Select the specific contact center you want to configure. 

Note: To create a new contact center, click Add + next to the Ai Contact Centers section.

Main Line and Department settings

The main line and departments have similar but limited functionalities, while contact centers offer greater control over call flow and provide more detailed analytics.

In the Main Line/Departments tab, you can see the following sections:

• Main Line/Department Info: Displays essential details about the main line or a specific department.        

  • Name and description

  • IVR, Voicemail, and Ai Language

  • Phone numbers

• Assigned operators & phones: Lists the operators and phone numbers designated to handle calls for the Main Line or department.

• Business hours & call routing: Determines when the main line or department is active and configures how incoming calls are directed during those times.        

  • Business hours

  • Call Routing

  • Holiday Hours

• Hold music (specific to the main line only): Displays the music or message that callers hear while waiting on hold for the main line.

• Dialpad Ai: Gives access to AI-driven features that enhance call handling, such as real-time transcription and analytics.

• Integrations: Connects the main line or department with other tools and applications to improve functionality.

• Advanced settings: Offers additional options and settings for better control over call management in the main line or department.      

  • Agent settings

  • Automatic Call Recording

  • Call Blocking & Spam Prevention

Set up Ai Contact Center settings

Contact centers provide enhanced control over the caller experience for both inbound and outbound calls.

In the Ai Contact Centers tab, you can manage different sections, including:

• Contact center info: Shows essential details about the contact center.        

  • Name and description

  • IVR, Voicemail, and Ai Language

  • Phone numbers

• Agents & admins: Lists the agents and administrators responsible for managing and handling calls within the contact center.

• Business hours & call routing: Specifies when the contact center operates and configures how incoming calls are directed during those hours.        

  • Business hours

  • Call Routing

  • Holiday Hours

• Dialpad Ai: Gives access to AI-driven features that enhance call handling.        

  • Transcription

  • Real Time Assist cards

  • Custom moments

  • Playbooks

• Integrations: Connects the contact center with other tools and applications to improve functionality.

• CSAT surveys: Provides a list of Customer Satisfaction surveys that can be chosen for the contact center.

• Dashboard and alerts: Allows you to set up alerts, determining when notifications are triggered and who receives them.        

  • Short Abandoned Call Threshold

  • Service Level

  • No Agents On-Duty

  • Agents Off-Duty

  • Call Queue Size

  • Wait Time

• Advanced settings: Offers additional options and settings for enhanced control over call management in the contact center.        

  • Call Settings

  • Admin and Supervisor Settings

  • Agent Settings

  • Automatic Call Recording and Transcription                

    • Inbound Calls

    • Outbound Calls

  • Call Blocking & Spam Prevention

  • Call Dispositions

  • Retention Policy

Want to learn more?

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

• See Understand the differences between the Main Line, Contact Centers, and Departments