Streamline your customer service operations with Dialpad's self-onboarding guide, covering key aspects like main line business hours setup, operator assignment, and open/closed hours routing.
Dialpad Ai Voice is a powerful cloud-based communication solution that enables businesses to streamline their customer service operations and enhance their overall communication capabilities. To fully leverage Dialpad Ai Voice, it's essential to configure various settings, including business hours, user licenses, operator assignments, and open/closed hours routing. This comprehensive guide will walk you through the process of setting up these crucial aspects of Dialpad Ai Voice.
Setting Up Business Hours
Navigate to the Main Line or Department: Access the Dialpad Admin by going to Dialpad.com/officesettings console and select the main line or department for which you want to set business hours.
Choose Business Hours: Locate the "Business Hours & Call Handling" section and click "Edit Hours."
Select Business Hours Type: Choose between "Always take calls (24/7)," "Only during specific hours," or "Normal business hours."
Set Timeframes: For specific hours, define the opening and closing times for each day of the week. For normal business hours, specify the standard work hours.
Save Changes: Click "Update" to apply the business hour settings.
Assigning Licenses to Users and Adding Operators
Access User Management: In the Admin console, navigate to "Users."
Add New Users: Click "Add User" and enter the user's email address, name, and other relevant details.
Assign Licenses: Select the appropriate license plan for each user, ensuring they have the necessary access to Dialpad Ai Voice features.
Add Operators: For users who should handle calls, locate the "Main Line" or "Department" section and select "Operators" and add users to be assigned.
Configuring Open/Closed Hours Routing
Navigate to Call Routing Rules: Access the "Business Hours & Call Routing" section for the main line or department.
Edit Call Routing: Click "Edit Call Routing" to configure the routing rules.
Set Open Hours Routing: Define how calls should be handled during open hours. You can direct calls to specific queues, operators, or voicemail.
Set Closed Hours Routing: Determine how calls should be handled during closed hours. You can direct calls to voicemail, an automated message, or an alternative number.
Additional Configuration Options:
Call Analytics: Access detailed call analytics to gain insights into call volume, average call duration, and other metrics.
By following these comprehensive setup steps, you'll have Dialpad Ai Voice configured to effectively manage your business hours, assign licenses and operators, and route calls efficiently. This will empower you to optimise your customer service operations and enhance overall communication within your organisation.