Phones Pro Onboarding Part 2: Manage your Dialpad account

Overview

ServiceTitan Phones Pro is a direct integration with Dialpad. Now that you've completed the account setup for Phones Pro, learn the basics of Dialpad to maximize Phones Pro's potential.

To manage your Dialpad account:

• Step 1: Understand the differences between the Main Line, Contact Centers, and Departments

• Step 2: Choose your phone type

Things to know

• Phones Pro is a direct integration with Dialpad. It offers a cloud-based phone solution delivering voice and messaging services.

• 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.

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

• With Phones Pro, you can use the ServiceTitan Embedded Phone, directly integrating Dialpad into ServiceTitan. This allows you to make and receive calls without leaving the ServiceTitan website.

Step 1: Understand the differences between the Main Line, Contact Centers, and Departments

The main line, departments, and contact centers are used to set call-handling rules and determine call routing. They determine what happens when a call comes in and where it gets directed.

Main Line

The main line is the first point the call is being directed to. The call is then routed to the contact centers or departments based on the call routing rules set by the administrators. The main line usually has all the advertised numbers assigned.

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

Due to the main line limitations, we recommend adding your advertised numbers under the main line and routing calls from there to specific call centers or departments.

Note: Both standard and advanced seat agents can be assigned to the main line.

Ai Contact Centers and Departments

Check the table below to learn the key differences between departments and contact centers.

Step 2: Choose your phone type

When you get started with Phones Pro, you need to decide what app type you and all other Phones Pro users at your business will use.

There are four app types for Dialpad:

• Dialpad desktop application

• Dialpad web application

• Dialpad mobile application

• Embedded dialer in ServiceTitan

Note: We recommend using the Dialpad desktop app and/or the embedded phone for the best experience.

Use the Dialpad desktop application

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.

To download the Dialpad desktop app:

1. Go to Dialpad.com/download/.

2. Based on your device system, click Download 32-bit or Download 64-bit to install the application on your computer.

The Dialpad desktop app interface has the following sections:

• Inbox

• Contacts

• Coaching teams

• Departments

• Ai Contact Centers

• Recents

Set a custom status

Set your status to convey your current activities and availability to others. Inform the team about your tasks and schedule.

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:

1. Go to your Dialpad Application and click Profile.

2. From the Update your status dropdown, select the status of your choice. 

Note: When working in a call center, your status doesn't affect your call center availability. To change your call center status, click the Off Duty toggle next to Ai Contact Center in the side panel.

Set Do not disturb (DND)

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:

1. Go to your Dialpad Application and click Profile.

2. 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.

Use the Dialpad web application

The Dialpad web application allows you to place calls and send messages from Dialpad through your web browser.

Note: The Dialpad web app cannot run simultaneously with the embedded phone.

The Dialpad desktop application interface is the same as the Dialpad web application.

You can access the Dialpad web app in two ways:

1. Go to Dialpad.com/app.

2. Go to Dialpad.com/settings and click Launch Dialpad. 
   Dialpad web app opens in a new tab.

Note: Avoid using the web app, especially for CSRs or regular call handlers. Only use it if you're having issues with the embedded phone or the desktop app.

Use the Dialpad mobile application

The Dialpad mobile app lets employees manage calls from anywhere. With the Dialpad app, you can make calls using WiFi, cellular data (3G, 4G, LTE, or 5G), or regular cellular minutes.

To download the Dialpad mobile app:

1. Navigate to the App Store or Play Market based on your mobile device.

2. Search for Dialpad and tap Get to install the mobile application. 

Enable HD calling

You can control the way you place and receive calls through Dialpad by enabling or disabling the HD Calling function. An HD call uses VoIP (Voice over Internet Protocol), connecting through WiFi when available or using cellular data when WiFi is not detected.

To enable HD Calling on your iOS device:

1. Launch the Dialpad mobile app. You'll be asked to verify your phone number.

2. In the Enter this phone's mobile number field, enter your number.

3. Tap Activate my phone. 

4. Tap your Profile > HD Calling (Beta).

5. Tap Enable HD Calling for Inbound and Outbound calls. 

To enable HD Calling on your Android device:

1. Launch the Dialpad mobile app. You'll be asked to verify your phone number.

2. In the Enter this phone's mobile number field, enter your number.

3. Tap Activate my phone.

4. Tap your Menu > Settings > HD Calling (Beta).

5. Tap Enable HD Calling for Inbound and Outbound calls.

Set your status

To set your status from the Dialpad mobile app:

1. In the Dialpad mobile app, tap Profile.

2. Under Your Status section, tap Set your status.

3. Enter a custom status in the Set custom status field or select a status from the Presets section. 

To enable the Do Not Disturb (DND) mode on the mobile app:

1. In the Dialpad mobile app, tap Profile.

2. Under the Do Not Disturb section, turn on the Do Not Disturb toggle.

3. Tap Set Timer to select the duration for which you want to remain in DND mode.

Use the Embedded Phone

ServiceTitan embedded phone is a direct integration with Dialpad into the ServiceTitan software. You can make, receive, and view your calls through the embedded dialer as well as set your status.

To enable the embedded phone:

1. Go to the navigation bar and click Phones Pro.

2. Click View Phone Preferences, then click Phones Pro again.

3. Turn on the Enable the embedded phone toggle. 

Note: Only Advanced Seat users can use the embedded phone to take and make calls, as well as book jobs.

Set your status

To set your status with the embedded phone:

1. Go to the navigation bar and click Phones Pro.

2. Click the Available dropdown and select the status of your choice.

To enable the DND mode on the embedded phone:

1. Go to the navigation bar and click Phones Pro.

2. Click the Arrow next to your Profile.

3. Enable the Do Not Disturb toggle.

Now that you've completed the account setup for Phones Pro, and learned how to manage your Dialpad account, you're ready to learn the basics of working as a CSR for a contact center using the Dialpad and ServiceTitan integration.

Want to learn more?

• See Use the embedded dialer

• See DialPad mobile app overview and setup