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      Dialpad User Offboarding: Best Practices & Checklist

      Published 19 August 2025

       

      Purpose

      This article provides Dialpad Administrators with clear instructions and best practices for offboarding users while maintaining security, preserving historical call data (if required), and ensuring seamless assignment of licenses to new users.

       

      Tools Required

      • Dialpad Admin Portal access (Company Admin privileges)

      • Internet-connected device

       

      ⚠️ Important: Only a Dialpad Company or Super Admin can add or remove users on a Dialpad Account.

       

      Steps

      1. Log in to Dialpad Admin Portal

      2. Manage Dialpad Users

      2.a. Scenario 1: Transfer User License with Historical Data

      2.b. Scenario 2: Delete User and Assign New License (Clears all Historical Data)

      3. New User Onboarding & Activation Reminders

      4. Additional Notes and Tips

       

      1. Log in to Dialpad Admin Portal

       

       

      Contact our support team via 0480 006 410 or email support@untangled.com.au to gain the proper privileges.

       

      2. Manage Dialpad Users

       

      2.a. Scenario 1: Transfer User License with Historical Data

       

      Objective: Retain historical call data by transferring the old user's license to a new user.

      Swap Email Address


      • Navigate to Users in the Admin Portal.

      • On the far right of the user’s name, click the 3 dots then select Admin and Edit Email Address.

      • Enter the new user’s email, ensuring it matches the company domain.

      • Click Confirm and Save.

       

       

      Proxy Log In to Old User Personal Settings to flush profile

       

      ⚠️ Important: Proxy log in privileges are only available to Dialpad Connect Pro, Dialpad Sell, and Dialpad Contact Centre licenses.



      • Click on the 3 dots across to the name of the user, click on Admin then Proxy Log In 

       

       

      💡 Tip: For Standard licenses, consider swapping to a generic email address to be abe to access Personal Settings.

       

      Educational Note: Proxy logging into the old user’s profile and flushing their devices ensures that any device where the Dialpad app was previously installed can no longer be accessed by the former user. This is critical for maintaining security, protecting company data and confidential contacts, and preventing unauthorised access to call history or personal communications.

       

      Update Personal Settings, Call Handling & Voicemail

      • Update First and Last Name in Personal Settings.

      • Go to Call Handling & Voicemail:

        • Update call routing for the user’s direct number only.

        • Here's a reminder on how to set this up, go to  Dialpad Personal Settings

        • Shared lines (Main Line, Departments, Contact Centres) remain unaffected.

       

      Remove Old Devices

      • Navigate to Your Devices:

      • Click 3 dots across the device on the right

      • Click on Log Out from Device then click on the 3 dots and Delete Device.

      • Repeat for all devices linked to the old user.

       

      💡 Tip: Deleting all old devices ensures no unauthorised access to company contacts or data.

       

      Update Incoming Caller ID

      • Still in Your Devices, click on Avanced Settings then Incoming Caller ID
      • Configure what is displayed on the user's Dialpad app for:

        • Direct Dialpad calls

        • Department/Main Line calls

        • Executive Assistant Pairing (if applicable)

      • If unsure, leave as Display Caller’s Number, for all types of calls to show the incoming caller ID or number.

       

       

      2.b. Scenario 2: Delete User and Assign New License (Clears all Historical Data)

       

      Objective: Start fresh with a new user and assign a new number.

       

      ⚠️ Important: Deleting a User wipes out all historical data: transcripts, call recordings, and SMS messages associated to the profile.

       

      Delete User

      • Navigate to Users then Tick box next to the user then Click Bin Icon.

      • This frees up the license for a new user.

       

       

      Add New User & Assign License

      • Click Add User.

      • Enter the new user’s email (ensure it matches the company domain) and hit enter

       

       

      • The new user will appear below the search box, as seen in the screenshot below. Clicl on Add, you may also click on Edit to change the assigned number.

       

       

      Delete Reserved Phone Numbers (Optional)

      • The old phone number moves to Reserved Numbers:

      • Navigate to Users then Reserved Numbers

      • Tick the number then click Bin Icon to delete.

       

       

      Note: Reserved numbers incur a $2.50/month fee if retained.

       

      3. New User Onboarding & Activation Reminders

       

      License Activation

      • Instruct the new user to click “Get Started” in the activation email.

      • Follow the prompts to complete setup.

       

      Note: Users who have been assigned a license from a previous user can skip directly to Downloading the Dialpad App.

       

      Download Dialpad App

       

      Mobile App Setup

      • When prompted to verify with a phone number, SKIP this part.

      • Skip carrier verification to avoid issues with carrier calling.

      • Carrier calling can route business calls through a personal number, affecting:

        • Call quality

        • Reporting

        • Correct Caller ID visibility

        • Automated message prompting to press 1 to receive phone calls

       

      ✏️ Educational Tip: Learn more about HD Calling here, https://knowledge.untangledict.com.au/dialpad-mobile-enable-hd-calling-fix-issues

      Personal Settings Configuration

      • The new users can confirm and update their:

        • Outbound Caller ID

        • Personal Working Hours

        • Incoming Caller ID for Direct, Departments, and Main Line

      • New users can access their personal settings via Dialpad.com/settings

      • Here's a reminder on how to set this up, go to  Dialpad Personal Settings

       

      4. Additional Notes and Tips

       

       

      Pro Tip: Always ensure old devices are removed and personal settings are updated before reassigning licenses to maintain data security and accurate reporting.

       

      Still having problems?

      Call or text our support team on 0480 006 410, alternatively you can raise a ticket to support@untangled.com.au