Managing Your Main Line in Dialpad: Settings, Hours & Call Flow

Published 27 May 2025

 

Overview

When you sign up for Dialpad, you're assigned a Main Line number—this is the primary number for your business. It's used for inbound calls and is shared by multiple operators, allowing your team to receive and place calls from a single, unified number.

 

 

 

Steps and What You May Update:

1. Access Main Line Settings

2. Update Main Line Info

• Assign Operators and Phones
• Set Business Hours & Call Routing

3. Edit Call Routing

4. Enable AI Settings

5. Integrations & Advanced Settings

 

1. Access Main Line Settings

• Go to Dialpad.com/officesettings
• On the left panel, navigate to Office and click Main Line

 

 

 

2. Update Main Line Info

• You may rename your main line

 

Tips for Naming Your Main Line

Choosing a clear and consistent name for your Main Line makes it easier to manage your account—especially as your business grows or adds multiple lines and departments.

 

Here are some helpful tips:

• If you have one main line for your business, consider using your business name.
• If your business has multiple branches or offices, include the location in the name to avoid confusion.
  
  

Example: Acme Corp - Sydney or Acme HQ - Melbourne

• Use abbreviations or concise terms to make it easier to identify in call logs and routing menus.
• Steer clear of names like “Main Line 1” or “Phone Line” — these can be confusing later when you have more lines or departments.
• If you plan to scale, use a consistent structure across all lines and departments.
• Dialpad allows you to add an abbreviation that displays in your call interface. Choose something short and intuitive.

 

Example: UNT_MELB and UNT_SYD have been used as abbreviations for the Untangled Melbourne and Untangled Sydney locations

 

Assign Operators and Phones

• Navigate to and click on Assigned Operators and Phones
• Assign team members as operators to handle calls
• Add any room phones that have been configured (eg. Reception Phone)

 

Set Business Hours & Call Routing

• Go to the Business Hours & Call Routing section in your Main Line settings.

• Under Business Hours, click Edit Hours next to any day to set when your Main Line will accept calls.

• Choose from the following options:

  • Open 24 hours

  • Closed all day

  • Custom hours — Set specific open and close times for each day.

 

💡 Tip: You can create split shifts by clicking + Add Hours if your business opens more than once in a day (e.g. morning and evening hours).

 

 

• Once your hours are set, scroll down to customise call routing rules for: Open Hours and Closed Hours by following steps for Edit Call Routing below. 

 

3. Edit Call Routing

Call Routing determines how incoming calls are handled during your open and closed hours. Here's how to configure it.

 

 

 

From Main Line > Business Hours & Call Routing section, click on Edit Call Routing:

Routing Options

Choose how calls are routed when your Main Line is open.

• Operator(s): Route calls to one or more team members.

• Other routing options: Choose advanced settings if needed (like forwarding to another number).

 

Next, decide how you want to distribute calls:

• Longest idle: Sends calls to the person who’s been idle the longest.

• Fixed order: Rings team members in a specific order.

• Round robin: Rotates evenly through your team.

• Simultaneous: Rings everyone at the same time.

 

Open/ Closed Hours Welcome Greeting

Set a custom greeting that callers hear during open hours.

• Use the dropdown to select an existing greeting or record a new one.

• You can upload an audio file or record using your device microphone.

 

⚠️ Important Note: If you want to set up a Closed Hours Greeting, scroll back to the top and click on Closed Hours to set it up.

 

🔈 Tip: A friendly greeting can reassure callers and let them know they’ve reached the right place.

 

 

Ring Duration

Choose how long to ring each team member before moving to the next step.

• Default is 30 seconds. You can adjust it from 10 to 45 seconds.

• 10s = 2 rings
• 45s = 8 rings

 

Hold Queue

Enable this if you want to keep callers on hold until someone becomes available. The Hold Queue is a helpful feature that temporarily places callers on hold only when all available operators are currently on active calls.

 

When do calls GO to the hold queue?

✅ Calls are placed in the Hold Queue if all operators are:

• On another call

 

When do calls NOT go to the hold queue?

❌ Calls will not go to the Hold Queue if:

• Operators are marked as Away, Do Not Disturb, or Offline

• No operators are logged in or available

• You’ve disabled the Hold Queue

 

In these cases, the call will skip the Hold Queue and proceed directly to your Fallback Options (like voicemail, external number, or automated response).

 

⚠️ Important Note: The Hold Queue only activates when all assigned operators are actively on calls — not when they are away or offline.

 

Hold Music

Pick what callers hear while they're on hold.

• Choose from preset music or upload your own track.

 

Fallback Options

Choose what happens to calls when no Operators are available during business hours.

Fallback Options determine the backup action Dialpad will take if no one is available to answer the call—such as when all operators are offline, away, or marked as Do Not Disturb.

 

Available Options:

• Directly to voicemail
  Calls will go straight to voicemail. Operators will be notified when a voicemail is left, so they can follow up.
  (Recommended if you want to ensure every missed call leaves a message.)

• To a message (no voicemail)
  Callers will hear a custom message (e.g., “We’re unavailable right now”) but will not be able to leave a voicemail.

• To another department, office, contact center, or geo-router
  Redirect calls to a different group, location, or route based on caller geography.

• To a team member, room phone, or external number
  Send calls to an individual user, shared phone, or even an external number (like a mobile or landline).

• To an automated response menu
  Give callers options with a simple menu (e.g., “Press 1 for Sales, 2 for Support”) using a basic auto-attendant.

• To an IVR workflow
  Route the call into a custom IVR (Interactive Voice Response) flow, where you can set up multiple layers of routing logic and caller journeys.

 

💡 Tip: Choose the fallback option that best matches your team’s workflow and customer expectations. For example, voicemail works well if you have a small team, while larger teams may benefit from routing to another department or using an IVR.

 

Voicemail Greeting

Set the message callers hear before they leave a voicemail.

• You can record a new greeting or upload a file.

 

This is a good place to thank callers and let them know when they’ll hear back.

 

⚠️ Important Note: Don't forget to set your Closed Hours routing, scroll back to the top and click on Closed Hours to set how your calls route outside of your business hours.

 

4. Enable AI Settings

Dialpad offers built-in AI tools that help teams work smarter—through live transcriptions, call summaries, and conversation insights. These features can be controlled at the Department level, but settings may be inherited from the Office.

Options Explained:

• Allow Dialpad Ai features to improve based on my conversations

Enables Dialpad’s AI to learn from your team’s calls and meetings. This helps improve transcription accuracy and other AI features over time. Dialpad anonymizes and securely processes the data to protect privacy.

 

Note: This setting supports ongoing improvement of Dialpad’s generative AI capabilities. It does not share personal or sensitive content externally.

 

• Automatically start Ai for calls

When enabled, Dialpad Ai will begin running automatically for every call—no manual activation needed. It ensures that transcripts, real-time assistance, and call summaries are captured consistently.

 

• Automatically open Live Transcript panel when a call starts

This setting opens the live transcript view at the beginning of each call so users can see AI-generated captions and summaries in real time—ideal for staying focused or for accessibility purposes.

 

• Allow users to start and stop Ai during calls and meetings

Gives users control to manually turn Dialpad Ai on or off mid-call, depending on their preference or the sensitivity of the conversation.

 

 

5. Integrations & Advanced Settings

 

Integrations

Available on Dialpad Ai Voice Connect Pro and above, CRM integrations must first be enabled at the office level.

 

Once enabled, you'll see a list of supported CRMs (e.g., Salesforce, HubSpot, Zoho). The integration status per CRM will display as:

 

Status	Meaning
Disabled	Not yet enabled at the office level
Enabled – Not Connected	Enabled but not authenticated/linked
Enabled	Active and functioning properly

 

CRM integrations typically allow actions like:

• Syncing call logs to the CRM
• Syncing AI summary and recap to the CRM
• Ticket creation, and more

 

To manage or connect:

• Click on Integrations to expand this section, and click the Options button next to the CRM 

 

 

 

• Explore advanced features:

  • Call Waiting

  • Department Failover

  • Spam Blocking

  • Automatic Call Recording

 

Advanced Settings

These options provide granular control over how your Main Line operates. You'll find these in the Main Line > Advanced Settings section:

 

 

Call Recording Access

• Allow operators to access call recordings and summaries for their own calls
  Enables individual access to call content for accountability and review.

• Allow operators to access call recordings and summaries for all calls within this department
  Grants broader visibility across the department’s call history.

 

Data Deletion Controls

• Allow operators to delete calls, recordings, voicemails, and transcriptions for their own calls
  Empowers operators to manage their own data securely.

• Allow operators to delete calls, recordings, voicemails, and transcriptions for all calls
  Provides elevated permissions—use with caution and ideally restrict to managers or supervisors.

 

Resolution Notes

• Require operators to add fax resolution notes
  Prompts staff to include a reason or outcome for each fax interaction.

• Require operators to add voicemail resolution notes
  Ensures voicemails are followed up with appropriate context or next steps.

 

Call Waiting (for Simultaneous Routing)

• When enabled, all operators will receive incoming call notifications, even if they’re currently on a call.

• When disabled, only available operators (not already on a call) will be notified.

 

Notifications

Email Alerts for Voicemails and Faxes

You can configure notifications to go to additional recipients:

 

Failover Number (Disaster Recovery)

Enter a non-Dialpad (PSTN) number to forward calls to in the rare event of a Dialpad service disruption.

 

Call Blocking & Spam Prevention

Filter unwanted or suspicious calls before they reach your team:

• Send the following to voicemail and spam:

  • Anonymous callers

  • First-time callers

  • Callers with a high spam score

 

Messages from these sources will bypass notifications and appear in the spam tab of your inbox.

 

Frequently Asked Questions

Why do I have two numbers?

• Main Line = Your company’s public-facing number

• Direct Dial = Your personal extension number

 

Can I change my Main Line number?

Yes. You can:

1. Add a new number.

2. Remove the old Main Line.

3. Delete the number from the reserved pool to avoid charges.

 

Contact Us.

If you need more assistance, call or text us on 0480 006 410 or email support@untangled.com.au