What is the process for setting up new contact centers with individual phone numbers in Dialpad and how can user licenses be updated for this setup?

Problem

You need to create additional contact centers with unique phone numbers. You also need to update employee licenses for these new setups.

Solution

Duplicate a contact center and change the assigned phone numbers and operators. Update the user license from Settings > Phones Pro > Account Setup.

Set up new contact centers

1. In Dialpad, go to Admin Settings > Ai Contact Centers and select a contact center.

2. In the contact center page selected, click Duplicate. This copies everything except the assigned phone numbers.

3. Rename the new contact center to match its purpose (for example, Plumbing).

4. Under Phone number(s) click Add a number if you already have a specific number available or create one by going into ServiceTitan and adding a new tracking number.

5. Edit the Agents & Admins section. Assign each agent to the correct contact center.

Note: If you duplicate a contact center, you don't need to change call routing or business hours.

Update employee licenses

1. Go to the navigation bar and click Settings > Phones Pro > Account Setup.

2. Next to the employee names, select Standard or Advanced.

3. Note: Standard seats can be added to departments only and do not have access to the same features as advanced seats. Advanced Seat includes an embedded phone and provides the benefit of not having to click Call Bubbles and other features. We recommend this for your customer service representatives, call center managers, and other front office staff.

4. At the bottom of the Account Setup page, click Save. For more, see Add new user as a phones pro user: recommended workflow.

Note: You can only upgrade employee seats. To downgrade a license, an Admin user needs to contact ServiceTitan Technical Support for further assistance.