Overview
The Dialpad desktop application integrates various communication channels like voice, video, and messaging into your computer and offers a consistent user experience across different desktop operating systems.
Who uses this feature
Office employees, 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.
Access the Dialpad desktop app
To download the Dialpad desktop app:
Go to Dialpad.com/download/.
Click Download to install the application on your computer.
Check out the video for more on how to access the Dialpad desktop app.
Dialpad desktop app sections
The Dialpad desktop app offers a comprehensive platform for managing inbound and outbound calls and organizing departments, and contact centers.
Inbox
In the Inbox section, you can see:
Unread alerts
Calls you have made or received
Missed calls
Voicemails
Call recordings
Messages
Contacts
In the Contacts section, you can see:
Frequent contacts you have made calls to or received calls from
Company directory
Group chats
Blocked numbers
Coaching teams
If you have any coaching teams set up to monitor your trainees, in the Coaching teams section you can see the following:
Current live calls with the coaching trainees
Members of the coaching team and their current status
All calls received by the coaching team members
Call recordings
Departments
If you have any departments set up, in the Departments section you can see:
Current live calls in the department
Operators assigned to the department and their current status
New department-specific alerts
All calls that have come into the department
Missed calls
Messages sent to the department
Voicemails that have been left in the department
Note: Missed calls and voicemails under a department are for department missed calls only. If you have a fallback number setup for the department, missed calls or voicemails don't appear in this section.
Call recordings associated with the department
AI Contact Centers/Call Centers
In the AI Contact Center section, you can see:
Callers that are currently in the call center hold queue
Current live calls
Agents assigned to the call center and their current status
New alerts for the call center
All calls that have come into the call center
Missed calls for the call center
Messages that have come into the call center
Voicemails left for the call center
Call recordings associated with the call center
If you have multiple call centers, you can monitor them all at once by clicking Monitor all contact centers. When viewing all call centers, you can see:
The entire hold queue for all call centers
All current live calls for all call centers
All agents assigned to a call center and their current status
Recents
The Recents section lists all calls that you made or received recently.
Use the Dialpad desktop app
Check out the video on using the Dialpad desktop application, including how to answer a call in the desktop app, and the different features available when on a call.
Change your status in Dialpad desktop app
Your status shows in the upper right corner of the Dialpad desktop app. Default statuses include:
Available
In a meeting
Out sick
Traveling
On vacation
Custom statuses created by your administrator
To change your status in Dialpad:
Go to your Dialpad Application and click Profile.
From the Update your status dropdown, select the status of your choice.
When working in a call center, your status doesn't affect your contact center availability. To change your contact center status, click the Off Duty toggle next to AI Contact Center in the side panel.
Do not disturb settings
Turning on Do not disturb ensures that all of your calls except calls that come into a call center are forwarded to voicemail.
To turn on the Do not disturb status:
Go to your Dialpad Application and click Profile.
Enable the Do not disturb toggle.
You can set individual departments and call centers to Do not disturb by clicking into the department or call center and then clicking the Active toggle.
Administrator functions within the Dialpad desktop app
Dialpad desktop app provides you with the same privileges as the web app ensuring convenient management of your call center operations.
Set individual agents to Do not disturb within departments or contact centers
In the Departments or Ai Contact Centers sections, click a department or contact center of your choice.
Select the Agents tab.
Enable or disable the Active toggle.
Note: You can see the number of departments or contact centers an agent is assigned to on this page under the agent's name. Click the arrow icon to see the names of the contact centers or departments to which the agent is assigned.
Change an individual agent's status within a call center
In the Departments or Ai Contact Centers sections, click a department or contact center of your choice.
Select the Agents tab.
Click the Available dropdown to change the global status of the agent.
Select a status of your choice.
View live calls and listen in on the call
Select the departments or the contact centers you'd like to monitor.
Go to Live Calls and select View Call next to the call you'd like to monitor. The Real-time transcript flyout opens.
Click Listen in to join the call.
Differences between Dialpad desktop and web applications
Check out the video on the key differences between the desktop and web versions of Dialpad and choose the one that best suits your needs for ease of use.