Technology Support for Dialpad VoIP System

Overview

Frequently Asked Questions

Questions Pertaining to Phones

Questions Pertaining to User and Voicemail Accounts

Questions Pertaining to Admin Settings

Answers

What model desk phone do I have?

There are four different model desk phones which we have deployed:



A new notes about the phones:

Where can I learn more about how to use the phone?

The phones are made by Polycom. Polycom has been a leading manufacturer of business phones since 1990 and in 2018, it was acquired by Plantronics and the combined company was renamed to Poly. Because Polycom phones can be used with many different types of phone systems, you won't be able to find much info on how to use them on the Polycom website - because their use differs depending on the system to which they are connected.

The Dialpad phone system supports multiple different phones and can be used in a variety of deployment scenarios; therefore, any information you find on Dialpad's website might not apply to our environment.

DeSales Media created three video tutorials which provide instructions on using the majority of feature on the phones:

How do I transfer a call? What is the difference between a warm transfer and cold transfer?

A warm transfer (also known as a consultative transfer) is when you speak with the transfer recepient to let them know you are transferring a call prior to sending the call; a cold transfer (also known as a blind transfer) is when you transfer the call without speaking with the transfer recepient.

Note: the four buttons below the display are softkeys; their function changes depending on the situation.

    On the VVX-411
  1. Cold Transfer: while on an active call, press the Transfer softkey, dial the number, press the the Transfer softkey again.
  2. Warm Transfer: while on an active call, press the Transfer softkey and then press Consultative softkey, then dial the number.
    On the VVX-601
  1. Cold Transfer: while on an active call, tap the Transfer button on the touchscreen, dial the number, or tap the name on the recently called list which displays. Then press the the Transfer softkey again.
  2. Warm Transfer: while on an active call, tap the Transfer button on the touchscreen and then tap the Consultative button in the upper right corner and then dial the number. After you speak with the transfer recepient tap Transfer again to transfer the call.
    On the VVX-250 or VVX-450
  1. Cold Transfer: while on an active call, you can either press the Transfer softkey or the physical button.
  2. Warm Transfer: while on an active call, press the More softkey and then press that same softkey button again.

How do I conference in two calls?

When conferencing calls, you can have a maximum of three parties on the call and any party can initiate the conference - it doesn't matter who initiated the call or if it is an internal or external call.

Can I use features like Call Park or Call Pick with Dialpad?

Unfortunately, Call Park and Call Pick not features supported on the Dialpad phone system.

Can I use a headset with my phones?

The Polycom phones support wireless headsets which connect to the phones via a USB dongle. Here are examples: DeSales Media does not provide headsets or other accessories for the phones.

Can I change the ring tone on my phones?

Can I configure a custom ring tone for one of my contacts?

No. We have requested that Dialpad add support for this feature in the future, but they have not provided us with a date when this will be available.

How do I add a speed dial button to my phone?

Click here if you do not know which model phone you have.

What is the ten digit phone number on my phone?

This is the direct dial number assigned to you (if this phone is assigned to your user account), or to this phone (if the phone is a Room Phones). You can optionally give this number out to people if you would like for them to be able to call your phone directly without having to call the main line.

What does it mean if I see a yellow exclaimation mark or red X icon in the upper right corner of the phone display?

This indicates that the phone does not have connectivity to the network.


If the phone is connected to a wired Ethernet port, ask the network administrator to check the configuration of the switchport to which the phone connects. If the phone connects via Wi-Fi, try the following steps:

  1. Verify that the Wi-Fi "dongle" is inserted into the USB port on the phone (see picture above). Note: the picture above is of a VVX-250 phone which only has one USB port on the side; the VVX-450 has one USB port on the side and one on the back.
  2. Unplug and reconnect the Wi-Fi dongle, then unplug and reconnect the power cable to the phone to reboot it
  3. Press the Home button, choose Settings, Wi-Fi, then press the Scan softkey button and reconnect to the Wi-Fi network.
  4. Temporarily move the phone to a location where you can connect it to a wired Ethernet cable. It is possible the phone needs to download a software update which can only be done with wired connectivity.

Is there a way I can see the extension that is assigned to this phone on the display?

Unfortunately, no. We have requested this feature from Dialpad, but they have not provided us with an estimated date when it will be available. Your principal or office manager should have a list of all phone and user extensions. We recommend you use a label maker to print a label with the extension and affix it to the phone.

Could I get a list of all extensions at my school, parish, or office?

First ask your principal, office manager, or receptionist if they have one. If not, you can email dialpad@desalesmedia.org and we will create one for you.

What is the Do Not Disturb feature? How can I enable or disable it?

When enabled, all of your calls will go to voicemail; if you are part of a department ring group, you will be skipped from the ring sequence. Please be aware that when you enable Do Not Disturb, there is no indicator on the desk phone display to let you know when it is enabled, so it can be easy to forget that it is enabled. If you are using the Dialpad app, there is a clear indication when you are in Do Not Disturb mode.

Can I have two lines on my phones?

Yes, as long as one line is your line and the other line is associated with another User Account (not a Room Phone). This will allow you to make and receive calls on both lines, view line presence on both lines, and optionally listen to voicemail messages on both lines. If you would like this setup on your phone, please send an email to dialpad@desalesmedia.org and copy your principal or office manager. In the email, please provide us with the email address associated with the other line you would like on your phone.

How can I prevent unwanted solicitation calls to my phone?

Unfortunately, there is not an easy way to prevent them entirely, but there are some things we can do to reduce them. The options are different depending on if this is a User Phone or Room Phone.
  1. For a User Phone, go to https://dialpad.com, click Login (upper right) and log into your account. Click Call Handling & Voicemail and you can optionally check the boxes for any or all of the different options. You could also change your phone number by calling Dialpad Support 844-636-4244 (they are available 24x7).
  2. For a Room Phone, there are only two options: you could change the phone number (which can only be done by calling Dialpad Technical Support), or you could block all inbound calls from external callers (this can be done by your Office Admin). On 12/28, I opened a ticket with Dialpad to ask if this is possible.

I am not receiving calls from a particular external number.

If you enable the feature on a User Phone to "Block callers who are not already in my Contacts list" and also select the default option of "Send to voicemail and directly to spam folder - no notification", calls from unknown numbers will go straight to black-hole voicemail box. To allow a number, go to Dialpad.com, click LOG IN, then Use Dialpad Online. Once the Dialpad user interface displays, click Spam, hover the mouse over the caller you want to unblock and click the drop-down arrow to the right of the time and choose Not Spam.

I need to clean this up and add additional details here.

Could I prevent a phone from making external calls?

This is possible for Room Phones, but not for User Phones. It might be useful for phones in a classroom where you want to be able to dial other internal extensions, but not make outside calls. Even if you block external calls, you will still be able to dial 911. This configuration change can be done by anyone with Offie Admin privileges on their Dialpad account (typically a principal, office manager, or receptionist). From the Admin Settings, click Desk Phones, Room Phones, click Options next to the phone and choose Edit and scroll down to the Outbound Calling section.

Could I configure a phone to forward to another phone in the event not one answers?

Yes. If the phone is assigned to a User Account, then that user can configure this by logging in at https://dialpad.com, clicking on Call Handling & Voicemail and then Advanced Options and then selecting an options under Advanced missed call routing.

If this is a Room Phone, it can only be changed by an Office Admin. Login at https://dialpad.com, click on Admin Settings, then select Desk Phones, and then click Room Phones, click Options next to the phone and choose Edit.


We have two phones in the same area (such as a library or gym); could we have one extension that rings both of them?

Yes. Please send an email to dialpad@desalesmedia.org and we can configure that for you. Include in the email the ten digit phone number of the phones and also what you would like for the shared extension to be. Also let us know if you would like there to be a voicemail on the shared extension and what email address(es) should receive the notification when a voicemail is left. Note: when a voicemail is left for a shared voicemail account, it cannot be checked from the phone - it can only be checked from an email.

Could I change the ring duration (before rolling over to voicemail or another person/extension) for a phone?

Yes. If the phone is assigned to a User Account, then that user can configure this by logging in at https://dialpad.com, clicking on Call Handling & Voicemail and then Advanced Options and then moving the slider under Ring Duration.


If this is a Room Phone, it can only be changed by an Office Admin. Login at https://dialpad.com, click on Admin Settings, then select Desk Phones, and then click Room Phones, click Options next to the phone and choose Edit.

Why does it take so long to connect a call when I dial an extension?

The phone doesn't know if you are dialing an external number or an internal number, so it is waiting for additional numbers. You can force it to dial immediately by:

Is it possible for the receptionist to put the current call on hold in order to answer a second incoming call?

This is not possible when using a Polycom desk phone. If all operators are on a call and a new call comes into the Main Line, it will either be answered by the auto attendant or go to voicemail depending on your call routing settings. However, this is possible when using the Dialpad app on a smartphone, tablet, desktop, or laptop computer - and it is very easy to do.

What is the small number (1-4) in the upper left corner of the VVX-250 and in the upper left and right corners of the VVX-450?

The number indicates which column of speed dial sotfkeys are being displayed. There are four columns of speed dial softkeys which can be configured (numbered 1 through 4). Press the left arrow physical button (on the cursor wheel) to scroll through the four columns on the left.

The VVX-450 phone also has four columns on the right which you can scroll through using the right arrow physical button. Column 1 on the left side displays your line number and name.

On the VVX-250, you can have up to 15 speed dial buttons; on the VVX-450, you can have up to 35 speed dial buttons (using all four columns).

Can I use a Group Paging or Intercom feature with Dialpad phones?

Yes! This feature was introduced in May of 2021. Here are some operations notes:

Could I get a wireless desk phone?

We haven't found a wireless desk phone which worked very well. However, two other options are: you could get a wireless headset for your desk phone (just make sure it has an RJ9 connector) or you could install the Dialpad app on your smartphone (assuming you have a Dialpad user account).

Could I get a conference room phone?

We tested several models of conference room phones and found that unless you were willing to buy a very expensive system, the conference room phones were not any better than the speaker and microphone built into each desk phone. Any conference room phone which supports VoIP systems should work with Dialpad, so you can purchase one, but DeSales Media Group will not provide one.

Why can't I dial 311, 711, or 811?

These are city-specific services. Because Dialpad is an Internet-based phone system (and the phones will work anywhere in the world) the system does not know what city you are in and thus those phone numbers will not work. Here are the alternatives for New York City: As a reminder, dialing 911 will connect you to emergency services for NYC.

How can I change the time format from 24HR on my phone to display in a traditional AM/PM format?

This cannot be changed in the Dialpad Admin Settings or the User Profile Settings; it can only be changed on the deskphone.

How do I connect my phone to the Wi-Fi network?

The call quality over Wi-Fi will never be as good as with a wired Ethernet connection, but it is typically fairly good. Be aware that the call quality may be acceptable for a period of time (months or even years) and then one day it deteriorates without explaination. Here are some tips on troubleshooting Wi-Fi call quality issues.

If you ever see an icon of a yellow exclaimation mark or red X in the upper right corner of the phone, most likely it is not connected to the Wi-Fi network. Assuming nothing changed on the Wi-Fi network, try removing the USB dongle from the phone, reconnecting it, and rebooting the phone. Some users have reported that they need to reboot their phones about once per month.

The phone display looks different than I have seen on other phones.

If your phone display looks something like this, you will need to update the software (aka firmware):



  1. Obtain the IP address from the phone: Home > Settings > Status > Network > TCP/IP Parameters (it will be something similar to 172.16.20.27 or 10.1.1.55)


  2. Open a web browser from a device on the same data network as the phone and enter https://172.16.20.17 (replacing the numbers with the IP address from phone). You might get an error messages related to the certificate saying the connection is not secure. Just click Accept, Allow, or Continue to view the page.


  3. Select Admin and enter the password 456.
  4. Hover your mouse over Utilities and choose Software Update. Most likely the Current software version will be prior to 6.3 (which is the required minimum).


  5. Select Custom Server, enter https://www.obitalk.com/skyline/upgrade/beta.xml into the Custom server address box and then click Check for Updates.
  6. Click the drop-down field next to Software available at custom server and select the latest version (it should be version 6.3 or later) and click Install.
  7. The phone will reboot two or three times. Give it 5-6 minutes to complete.

How can I learn more about Dialpad User Accounts?

Every Dialpad account is associated with an email address. We typically require that organizations use G-Suite domains (with a few exceptions) because this simplifies the logon process by not requiring the user remember a separate password. Here are some additional benefits and notes related to user accounts. We created a 12 minute tutorial on using and configuring a Dialpad User Account: https://vimeo.com/369728318/797b194a12

How do I login to the Dialpad website?

You can login to https://dialpad.com to view or change configuration parameters associated with your user account or phones assigned to you. Although you can use any web browser, certain features are only supported when using the Chrome web browser. When you go to https://dialpad.com you should LOGIN near the upper right, or the three horizontal bar icon in the upper right and then click Login.

After you click Login, for most people you will click Sign in with Google (there are a few exceptions to this).


Then choose the email address associated with your Dialpad account.

Can I re-record my voicemail greeting from home?

Yes. There are two ways to do this:

Can I change the name displayed on a phone?

Yes. The procedure to change it is slightly different depending if it is a User Phone or a Room Phone. One thing to remember in either case is that the phone displays are not very big and any name longer than about 12 characters will be truncated on the display.

For a User Phone, the user can configure this by logging in at https://dialpad.com. Once you are at the Your Profile page, click Edit Personal Information. After you make the change it will take about 12-24 hours before your phone display is updated. To force it to update immediately, reboot your phone.


For a Room Phone, this can only be changed by an Office Admin. Login at https://dialpad.com, click Office Settings, and click Desk Phones, then Room Phones, then click Options next to the phone you want to change and choose Edit. Enter the new name at the top and then click Done. After you make the change it will take about 12-24 hours before your phone display is updated. To force it to update immediately, reboot your phone.

What is the red light on my phone? Why won't it go out?

This is called a Message Waiting Indicator (MWI) light and it lets you know you have an unopened voicemail message. When you listen to your voicemail messages from your desk phone, you may notice that there is no option to delete a message - you can only press 7 to archive a message. In this case, archive is nearly the same as delete and once you have archived all messages, the MWI should go out.

Occationally, after you have listened to all messages, the MWI is still illuminated. If this happens, you probably need to open the Dialpad app to clear them. This can be done from a web browser or by installing the app for desktops, smartphones, or tablets - or by searching for Dialpad in your device's App Store.
If you have trouble clearing the unread messages, you can also call Dialpad support at 844-636-4244 (they are available 24x7 and typically you will wait less than two minutes before you speak with an operator).

Why does my phone or app say I have missed so many calls, when I know I have not missed them?

This happens when you have multiple devices from which you answer phone calls (one or more desk phones, smartphones, tablets, desktops, or laptops). When you login to the Dialpad app on from a computer, smartphone, or tablet, that devices will be "registered" with your account and by default, all devices will ring when you receive a call. Even if you answer the call on one device, the devices will register the call as missed.

If you want multiple devices to ring simultaneously when you get a call, then there is no way to avoid this. However, you can easily configure any device to not ring when you receive new calls. To do that, login at https://dialpad.com. Once you are at the Your Profile page, scroll down and click Your Devices and uncheck the box in the Ring This Device column or click the three dots on the far right to delete the device.

Can I have my calls ring my cell phone even if I do not install the Dialpad app on my phone?

Yes as long as you have a Dialpad user account. Login at https://dialpad.com, scroll down and click Your Devices, then click Add New and then select Add a forwarding number. Once you enter the number, Dialpad will call that number and ask that you confirm it being added.

Can I change the Caller ID number that outside call recepients see when I call them?

Yes. The procedure to change it is slightly different depending if it is a User Phone or a Room Phone, but in either case, you can choose to use the direct number (for the user or phone), the main office number, or you can block your Caller ID information from being displayed to anyone outside the office.

For a User Phone, the user can configure this by logging in at https://dialpad.com, and click the Caller ID dropdown menu near the top of the page.

For a Room Phone, this can only be changed by an Office Admin. Login at https://dialpad.com, click Office Settings, and click Desk Phones, then Room Phones, then click Options next to the phone you want to change and choose Edit. You may not see a scrollbar on the window that pops up, but you need to scroll down to the Outbound ID section and click the dropdown menu.

When another person at my office transfers an external call to me, my phone only displays the internal person's Caller ID info. Is it possible for me to see the external party's Caller ID info?

Yes, although changing this will mean that you will not know who is transferring the call to you.

Login at https://dialpad.com, scroll down and click Your Devices, and then click Advanced Settings.


The Advanced Settings window will open and within the Calls to your departments/office main line section, click the button to select the option for Display the caller's number.


Click Save Changes (at the bottom) and the change will take effect immediately.

What is the Dialpad app?

The Dialpad app is supported on iOS and Android mobile devices as well as Mac and Windows desktops and laptops. The app has all of the features as a desk phone plus many more. With the app, you can: Click here to install the app on a desktop or laptop; to install on a mobile device, search for Dialpad in your device's App Store.

One warning about installing the Dialpad app on your smartphone - whenever you are on your phone (even if you make a normal call not using the app), Dialpad will know you are on the phone. So if you call your Dialpad phone number from your smartphone it will immediately ask you for your PIN to check your voicemail (it will not ring your desk phone). This can be confusing if you are ever making a call to test your number.

Can I make and receive calls using my desktop or laptop computer instead of my physical phone?

Yes. The best way would be to install the Dialapd app on the computer, but if you prefer to not install that, you can still use the web-based app by clicking here: https://dialpad.com/app. Note: this is only supported when using the Chrome web browser.

Can I have a conference call with multiple people? Can we share video or someone's screen?

From any desk phone (User Phone or Room Phone) you can initiate or participate on a conference call with three people. If you have a Dialpad User Account then you also automatically have an account in UberConference (which is Dialpad's Audio/Video Conferencing Tool). By default, each user has the free version of UberConference which allows for a max of 25 users in a conference and conferences can last up to 45 minutes. Also, you will be allowed to share your desktop, but not video conferencing.

The paid version of UberConference allows up to 100 users per conference with no maximum duration. Also, each user will have their own dedicated 10 digit phone number for conferencing (no PIN required), and you can video conference as well.

To configure settings related to your UberConference account, login at https://dialpad.com, scroll to the very bottom and click Your UberConference Settings.

You do not need to do anything to schedule a conference - just tell all attendees to call into your conference phone number and enter the PIN (it is active 24x7). To make scheduling easier, you can optionally install the UberConference plugin for Google Calendar.

If you would like to upgrade your UberConference account, please email dialpad@desalesmedia.org.

What is my voicemail PIN? Can I change it?

You PIN is a four digit number that is used anytime you check your voicemail from a desk phone or by calling your Dialpad phone number. You can view or change your PIN by logging in at https://dialpad.com and finding the section for User & Voicemail PIN.


Many people never use their PIN, because they read or listen to their voicemail in their email. Although, checking your voicemail in your email will not clear the Message Waiting Indicator light.

When I check my voicemail from my desk phone, why doesn't it tell me the date and time the message was left?

I agree, it is strange that it doesn't tell you the date and time the message was left. I called Dialpad support and they said there is no way to force it to give you the "message envelope" information. However, you can still view that information by looking at the message in your email, in the Dialpad app, or on the Dialpad website.

I have a question that isn't answered on this page. Where can I get help?

Anyone who has a Dialpad user account can call Dialpad technical support at 844-636-4244. Support is available 24 hours per day, 7 days per week.

The time on my phone is incorrect. How can I fix that?

Most likely, the timezone for your Dialpad user account is incorrect. To change that, login in at https://dialpad.com and finding the dropdown menu for Timezone.


What street address will be sent to an emergency service operator in the event I call 911?

For a User Phone, the user can view or change this by logging in at https://dialpad.com, scrolling nearly to the bottom, and clicking For Your Safety. This will always be the address sent to an emergency service operator regardless of where you are physically located when you call 911. Be sure to update this address if you ever move your desk phone. Also, we recommend that you NEVER dial 911 using the app on your smartphone or tablet, because it will always send the address that is configured in your profile regardless of where you are.


For a Room Phone, this can only be viewed or modified by an Office Admin. Login at https://dialpad.com, click Admin Settings, and click Desk Phones, then Room Phones, then click Options next to the phone you want to change and choose Edit. You may not see a scrollbar on the window that pops up, but you need to scroll down to the Registered Emergency Services Location section.



You can make a test 911 call from any Dialpad phone by dialing 933. This will NOT connect you to an emergency services operator; instead you will hear a recording of the address that would have been sent to an emergency services operator in the event you had dialed 911. In addition, the Emergency Notifications will be sent, so be sure to notify those individuals prior to dialing 933 that the subsequent notifications are only a test.

I plan to be working from home for a while; will my desk phone work if I connect it to my home network?

Yes, it will work, but you should get permission from your principal, office manager, or supervisor first. Your phone will work anywhere in the world as long as it has Internet connectivity. You will get the best call quality if you connect the phone using an Ethernet cable; connecting via Wi-Fi works also, but you may experience intermitten choppy audio (because wireless signals are never perfect). If your phone doesn't have a Wi-Fi dongle and you would like one, send an email to dialpad@desalesmedia.org and we can probably get one for you.

I logged in at Dialpad.com, but I can't find how to configure the settings for my account.

If your browser window looks like the image below, then you have accidentially entered the app which is only used for making and receiving calls from your desktop.


To get to your Settings, click the down-arrow in the far upper right corner and choose Account Settings.

When I tried to login, I received a message "Your new office number". What happened?

You must have accidentially clicked Sign Up, because it is trying to create a new account for you. Enter https://dialpad.com/login in the URL bar of your browser, or click here.

When I make a call using the dialpad app, a message pops up asking me to confirm placing a call to a different number.

I agree this is a little strange, but it is just part of how the app works. When you make a call from your smartphone, it needs to first dial into a Dialpad phone number to get into Dialpad's network; from there it places a call to your destination - that is how it is able to hide your personal phone number from being seen on the Caller ID of recepient.

Sometimes people who call my Dialpad phone number end up leaving a voicemail in my personal voicemail box instead of my Dialpad voicemail box.

This happens when you have the Dialpad app installed on your smartphone and a call comes into your Dialpad number and while it is ringing, you tap the "Dismiss" or "Reject" button on your smartphone (on the iPhone, this looks like a red phone hangup icon). There are three ways to avoid this:

Why do I sometimes receive a call that requires I press 1 to verify I am not an answering service? How can I prevent this?

This happens when you have your account configured to forward calls to your cellphone. If you have a smartphone, it is recommended that you use the Dialpad app instead of forwarding calls to your cellphone. But if you would like to keep the forwarding in place, you can disable it by logging into your Dialapd account, click Your Devices to expand that section, click Advanced Settings on the far right, and uncheck the box to Include a verification prompt....

Who can make administrative configuation changes to the phones at my school/parish/office?

Each user can make changes to configurations related to their own account or devices (phones). To change other settings, such as Room Phone names, or recording a Main Line Greeting, your account must have Office Admin privileges.

In most schools, parishes, and offices, there is at least one person who has Office Admin privileges - typically a principal, office manager, or receptionist. You can determine if your account has Office Admin privileges by logging in at https://dialpad.com, and looking in the blue bar on the left side; if you see a cog wheel icon, then you have Office Admin privileges. Click that icon to access the Admin Settings for your office.


If you are logged into the Admin Settings and you click Users, any user name in the list that has a green Admin icon next to their name has Office Admin privileges.


How can I learn more about modifying Dialpad Admin Settings?

We created a 34 minute tutorial on configuring Dialpad Admin Settings: https://vimeo.com/371301847/f46ddfcdc7

What is the difference between a user phone and room phone?

The short answer is that a User Phone is assigned to a user account and a Room Phone is not assigned to a user account. We recommend that you assign a desk phone to a user if that user will be the only person using that desk phone. Here are some additional details:

Who will receive voicemail messages left for the Main Line voicemail box?

There are two types of voicemail mailboxes: individual mailboxes and shared mailboxes. And individual voicemail mailbox is assigned to one person and is directly linked to that person's email address (most likely in the G-Suite domain which is associated with their school or parish). Users can check their voicemail by pressing the voicemail button an a desk phone which is assigned to them and they will also receive an email with a transcription of the message and a link they can click to listen to it.

Shared mailboxes (such as the Main Line or Departments) cannot be listened to from a desk phone. They are only delivered via email to each user who is configured as an Operator on the mailbox.

Only an Office Admin can configure who are Operators on a shared voicemail mailbox.

For the Main Line click Main Line, then click Assigned Operators & Phones.


For a Department, click Departments, then click the Department name, then click Assigned Operators & Phones.

How can I change the Main Line Auto Attendant Greeting, Welcome Greeting, or Voicemail Greeting?

There are three different types of Greetings which you could potentially use on the Main Line; these can only be recorded by a user with Office Admin privileges using the Chrome web browser on a desktop or laptop computer. To record each of these three greetings, click Office Settings, then click Main Line, then click Business Hours & Call Routing then click the blue button on the right side which says Edit Call Routing.

When I record a greeting using Chrome, it cuts me off after 45 seconds.

Unfortunately, that is the normal behavior. The maximum duration of a message you can record in Chrome is 45 seconds. To record a longer greeting, use your smartphone or any other recording device and save the audio file in MP3 format and upload it in the web browser.

I am unable to record a greeting on my computer; could I use my smartphone instead?

Yes, but it will be a few more steps. On an iPhone, open the Voice Memos app. Android phones will almost always have a built-in voice recorder app, but the name can vary by manufacturer. After you record the greeting, tap Share and email it to yourself. Open your email and download the file - it will most likely be in an audio format called m4a, but you will need to convert it to mp3. There are MANY ways to convert this file - feel free to use whichever method you like. You could do a Google search for convert m4a to mp3 and use one of several websites who offer this service. Just a word of warning: these websites generate revenue by users clicking on their ads; therefore, they might try to trick you into clicking something. Read the instructions on the page carefully, and be cautious about where you click. If you see a popup message saying your computer is infected with a virus or needs to be optimized, you can ignore it. You should NOT need to enter your email address, so if the page is forcing you to, then go back to the Google search results and try a different page.

Once you have the audio file in an mp3 format, login to https://dialpad.com click Office Settings, then click Main Line, then click Business Hours & Call Routing then click the blue button on the right side which says Edit Call Routing. Find the greeting which you want to use and click Upload.

Is it possible to reboot a phone from the Dialpad Admin Settings interface?

No, you cannot reboot a phone remotely. You can reboot a phone by unplugging and and plugging it back in, or from the display, choose:

Can I change the phone number (DID) or name for a User Phone?

Yes. Phone numbers for User Phones can be changed by any user with Office Admin privileges. Login to https://dialpad.com, click Admin Settings, then click Users, then click Options (next to the user you want to change), click to expand Calling, then click Swap Phone Number. You can optionally enter an area code and press Enter to search for numbers within a specific area code. Choose the number you want and click Select. You will need to reboot the phone(s) assigned to the user for the new number to take effect.

A few notes and tips related to finding a new number:

Can I change the phone number (DID) or name for a Room Phone?

Yes. Phone numbers for Room Phones can only be changed by calling Dialpad Support 844-636-4244 (they are available 24x7). Anyone who has a Dialpad user account can call Dialpad support, but to change the name of a room phone, your account must have Office Admin privileges.

What is an Auto Attendant?

An Auto Attendant is sometimes called an Interactive Voice Response (IVR) Menu or a Voice Response Unit (VRU). It is a menu that allows callers to choose which person, phone, or department they will be transferred to by pressing an option (Press 1 for the receptionist, Press 2 for the Finance Department, etc.).

Click here for instructions on how to configure it.

Could I put an image (such as a logo) on the phone display?

Yes, although it may take a bit of trial and error to format the picture so it looks nice on the phones. Also, you can only choose one image and that image will be deployed to all phones in your office - you cannot select which phones get the image. We recommend saving your logo as a transparent PNG, 144px wide and 56px tall.

It can be configured by any user with Office Admin privileges. Login to https://dialpad.com, click Admin Settings. You will probably be in the Office Settings section by default; if not, click Office Settings. Scroll down about a quarter of the way down the page and look for the Logo display section (right above the Office Holidyas section).

What is a Department (aka Ring Group or Hunt Group)?

A department is a group of users and/or room phones that share a common phone number, extension, and voicemail. Phones can be rung simulatneously or consecutively (round-robin). You could also optionally use an Automated Response Menu to allow callers to choose which person or phone to be routed to. A department can contain up to 25 users (operators), and allow a max of 50 callers in queue. It offers historical reporting, but no real-time reporting. You can create an unlimited number of departments.

Any Office Admin can create a department, but if you need help, please email dialpad@desalesmedia.org.

If the Department features are not sufficient, the Dialpad Support license provides: There will be an additional cost for the Dialpad Support licenses. If you would like additional information, please email dialpad@desalesmedia.org.

Can I assign an extension to a department?
Yes, but this can only be done by Dialpad support. You can reach them 24x7 at 844-636-4244.

What is a Welcome Greeting? How can I record one?

It is an optional greeting that you could record and callers will hear it before the Auto Attendant Greeting or before any Operators' phones ring. This is useful for any important announcement that you want every caller to hear - for example, if the school, office, or services will be closed or cancelled due to inclement weather.

Click here for instructions on how to configure it.

Can I change the extension on a Room Phone or User Phone?

Yes. Extensions for either Room Phones or User Phones can be changed by any user with Office Admin privileges. Login to https://dialpad.com and click Admin Settings.

How can I request that international calling be enabled for my phone(s)?

By default, international calling is disabled for every office. Please send an email to dialpad@desalesmedia.org and copy your principal or office manager, and we can enable it for you. Once enabled, it will automatically allow international calling from every phone in your office, but you can individually disable it on any phone which you do not want to have that ability.

Anyone with Office Admin privileges can enable or disable international calling for any User or Room Phone. Login to https://dialpad.com and click Admin Settings.
Users and room phones which have international calling enabled are identified in the list with a globe icon (see image below).

Will phones in my office be allowed to dial premium-rate numbers (900 or 976 numbers)?

By default, access to premium-rate numbers is disabled for every office. If you would like it enabled, please send an email to dialpad@desalesmedia.org and copy your principal, pastor, or office manager.

One of our phones doesn't seem to be working.

DeSales Media will replace a non-working phone, but first please follow these basic troubleshooting steps and gather the following information: Please send an email to dialpad@desalesmedia.org and provide us with as much information as possible and we will help you troubleshoot or replace the non-working phone.

Can I change the Caller ID number that outside call recepients see when calls are made from a Room Phone?

Yes. This can be changed by anyone who is an Office Admin. Login at https://dialpad.com, click on Admin Settings, then select Desk Phones, and then click Room Phones, click Options next to the phone and choose Edit. Scroll down to the Outbound Calling section and select

Who is notified if someone from my office dials 911?

If you are an Office Admin, you can view and configure who will receive the 911 notifications. Login to https://dialpad.com, click Admin Settings, then click Office Settings, and scroll down nearly to the bottom to the section called Registered Location for Emergency Calls.


Click the View/edit link.


Add the name(s), phone number(s), and email address(es) of the person(s) who would like to receive notifications when 911 is dialed by any phone in the office. Each person can receive notifications in one or more of three different notification methods: email, text message, and a phone call.

You can make a test 911 call from any Dialpad phone by dialing 933. This will NOT connect you to an emergency services operator; instead you will hear a recording of the address that would have been sent to an emergency services operator in the event you had dialed 911. In addition, the Emergency Notifications will be sent, so be sure to notify those individuals prior to dialing 933 that the subsequent notifications are only a test.

Can we configure our Main Line to only ring during business hours?

Yes, the call routing for the Main Line and also for Departments allows you to create two profiles: Open Hours and Closed Hours. You can specify the days and times for open hours; you can also specify holidays when the office is closed all day. For example, when someone calls the main line, you might have it ring the receptionist's phone during Open Hours and go to an Auto Attendant or directly to voicemail after hours.

One word of warning: although this feature sounds great, it often causes more trouble than it is worth. Inevitibly, someone will be waiting for an important call near the end of the day and will miss that call, because they forgot that the call routing changes after 5pm (or whatever time you configure).

You must be an Office Admin, in order to configure the call routing for the Main Line and Departments. Login at https://dialpad.com, click on Admin Settings, then click Office Settings, then click Main Line, then click Business Hours & Call Routing then click to select the option for Only during specific hours. Then you will have the ability to specify your open hours and optionally scroll down to add Holidays.


Once you have configured the open hours and holidays, click the blue button on the right side which says Edit Call Routing. At the top of the window that opens, you will see options for OPEN HOURS ROUTING and CLOSED HOURS ROUTING - be sure to configure both of these scenarios.

How can I prevent unwanted solicitation calls to a Room Phone?

If you are an Office Admin, you can configure this for any Room Phones. Login at https://dialpad.com, click on Admin Settings, then select Desk Phones, and then click Room Phones, click Options next to the phone and choose Edit. Scroll down to the Outbound Calling section and select either Enabled or Disabled. On 12/28, I opened a ticket with Dialpad to ask if this is possible.

One of our Wi-Fi phones is experiencing poor audio quality. What can we do to fix this?

The call quality when using a phone connected via a physical Ethernet cable will be nearly perfect "toll" quality (as long as you do not have any underlying problems with your internal network or Internet connection). The call quality when using a phone connected via Wi-Fi could range from "very good" to "unusable". The call quality is dependent on both the Wi-Fi signal strength (how close the phone is to the Wi-Fi antenna and the strength of the antenna) and also the signal quality (how much interference there is between the phone and the antenna).

Before we implement any Dialpad system with Wi-Fi phones, we do our best to test the Wi-Fi signal strength and quality and we will not deploy a Wi-Fi phone to a location which has low strength or poor quality. Also we test all phones at the time of deployment. However, signal strength and quality can change dramatically even when minor events occur such as moving a small piece of furniture.

We have deployed many Wi-Fi phones which have been used every day for over a year with very good call quality. However, on rare occasions, people have told us that the call quality of a particular Wi-Fi phone changed dramatically for no apparent reason.

If you are experiencing poor call quality from a Wi-Fi phone, typically one or more of these options will be needed to resolve the situation: DeSales does not offer any type of warranty or guarantee related to the call quality of your Wi-Fi phones. Nor can we offer troubleshooting assistance in the event of poor call quality. We can only offer advice for what troubleshooting steps you can perform yourself or recommendations of a local technology support vendor you could hire to help you resolve the issue.

How can I test our Wi-Fi signal strength and quality?

You can find a lot more information on Wi-Fi signal testing online, but here is a very basic introduction.

In order to help with Wi-Fi testing, you could download the AirPort Utility on your iPhone or iPad. https://apps.apple.com/us/app/airport-utility/id427276530. Once you install the app (and before you open it), go into Settings and scroll down and tap on AirPort Utility and enable "Wi-Fi Scanner". Then open the app and tap "Wi-Fi Scan" (upper right); then tap Scan. In about 5 seconds, you will see a list of available Wi-Fi network and the RSSI (signal strength) of each. The value of the RSSI is a negative number and the closer to zero, the better. You can also see the RSSI on an Apple Mac systems by holding down the Option key while clicking the Wi-Fi logo in the Menu Bar at the top. There is also a Wireless Diagnostics utility (located in the /System/Library/CoreServices/ folder).

When evaluating the signal noise, the further away from zero (as a negative number) the lower the noise and the better the signal quality. If the signal strength is very good, you can tollerate more noise (and vice versa).

Can this phone system be used to record calls?

If you look on Dialpad's website or advertisements, you may see the Call Recording feature mentioned as a significant advantage of using the Dialpad system. However, the Diocese of Brooklyn has decided that it is best to globally disable the call recording feature (except for voicemail messages). It is not possible for anyone in the Diocese of Brooklyn to record any internal or external calls.

You may see options in the office or user settings which appear to give you the ability to record calls; in reality, these options have no effect, because call recording has been disabled for all offices.

Could I run a report to see all of the call to/from one number?

If you are an Office Admin, you can view some call details and call analytics. DeSales Media will not provide training or assistance with these features, but you are welcome to use them at your leisure. Login at https://dialpad.com, click on the icon that looks like an upward pointing graph arrow in the blue menu bar on the far left. To filter the data based on day, time, user, phone, call duration, or status, click the link for View calls with these features.

Be aware that features such as Keywords (which require that Call Recording be enabled) will not show any results.

When a Room Phone calls another phone internally, why does the Caller ID displays only the school/parish/office's main number?

This is an unfortunate "feature" of the Room Phones. If you change the Caller ID to be Main Office, it shows the main office line for internal calls as well.

NEED ADDITIONAL DETAIL HERE

Can we use a fax machine with Dialpad?

Yes, you can migrate the analog line used for your fax machine to Dialpad at no additional cost; and in most cases, your existing fax number can be ported (moved) from your current phone provider to Dialpad. In order to do this, we will need to order an Analog Adapter for you; please send an email to dialpad@desalesmedia.org and provide us with details so we can begin that process.

If you send and receive faxes frequently, you might want to consider an e-fax solution which integrates with your email and eliminates the need to have a fax machine. These services typically cost about $20 per month and would typically require that you get a new fax number (you will probably not be able to keep your existing fax number.)

Does Dialpad support Guest Login or Hot Desking?

Yes! And it works for all types of phones and the phones can be configured either as a User Phone or as a Room Phone. An Office Admin must enable it by logging in at https://dialpad.com, clicking on the cog wheel icon (in the blue navigation bar on the far left), (you should be in the Office Settings section by default), then scroll down and check the box next to Guest Login.

    To use the Guest Login feature:
  1. Press or tap the More button on the phone
  2. Press or tap Login
  3. Enter your ten digit Dialpad phone number
  4. Enter your voicemail PIN as the password
To logout, just press or tap the More button and then choose Logout.

Can we use a modem or other analog device with Dialpad

Yes, although depending on the type of device, there may be other things you should consider before converting your analog lines to Dialpad. One thing to consider is that some organizations prefer to keep one analog phone line to use in the event that a network or Internet outage causes their Dialpad phones to be unusable. Most people choose to have employees use their personal cell phones in the event of a Dialpad phone outage, but some still prefer to use an analog line.

Modem: although this might work with Dialpad, it is very likely that whatever services are are using the modem for can be modified to accept a communication over the Internet. Send an email to dialpad@desalesmedia.org with as much information as possible about how you are currently using your modem and we will help you either migrate it to a solution which does not require a modem or migrate the modem to Dialpad.
Door phone: if you have an exterior "call box" outside one or more doors, we can most likely convert this to Dialpad.
Alarm system: if you have an alarm system which uses an analog line to "phone home", there is a good chance we could convert this to Dialpad, but most alarm system support using the Internet to "phone home" instead of using an analog phone line.
Credit card terminal: if you have a credit card terminal connected to an analog phone line, most likely this is a very old credit card terminal. Modern terminals communicate over the Internet. It might be a better idea to upgrade your credit card terminal which would eliminate the need for the analog line.
Other system: please send an email to dialpad@desalesmedia.org if you have another type of system using an analog phone lines that you would like to convert to Dialpad. We want to make sure it will work on the Dialpad system before converting. When you send that email, be sure to tell us if you will need inbound and/or outbound calling and if the calls will be internal and/or external.

What is the Executive Assistant feature? What are the limitations?

This feature is configured by assigning one user account as the Executive and another user account as the Assistant (both users must have a Dialpad account). The Assistant will be able to place and receive calls on behalf of the Executive and also see when the Executive is on the phone. You can optionally allow the Assistant to also listen to the Executive's voicemail messages. You can view more info here or here.

This can only be configured by an Office Admin. From the Admin Settings, click Office Settings and scroll down to the Executive Assistant section and click Add a new executive-assistant pair.

As an administrator, can I add a Speed Dial to a Room Phone or to all phones?

Yes. To configure a speed dial for a Room Phone (as long as it is a VVX-250 or VVX-450 phone), login to the Admin Settings, click Desk Phones and then click Room Phones. Click Options next to the phone and select Configure Deskphone (if you do not see the option for Configure Deskphone, then most likely this is not a VVX-250 or VVX-450 phone).

To configure a speed dial which will be applied to all phones in your office, login to the Admin Settings, click Desk Phones and then click Deskphone Settings. You can only configure one Speed Dial to be applied to all phones. It will automatically be assigned to the last available softkey button on the first tab of the phone screen. Once you apply the configuration, it may take up to 24 hours for it to appear on the phones, although if you reboot a phone, it will appear right away.

What is the max number of speed dial buttons I could have on a phone?

If you use spped dial buttons frequently for calls for transfers, you might want to consider using the Dialapd app either on a desktop, laptop, or tablet computer. But on the desk phones:

I deleted a user or phone and I want to assign the number or extension to another user or phone, but it is not available.

When you delete a user or phone, the number and extension associated with it go into a "holding" state and are therefore cannot be re-assigned to another user or phone. They will be released from the "holding" state within 2-3 days, but if you don't want to wait, you can call Dialpad Support at 844-636-4244 and they can release the number or extension from the holding state immediately. Note: although Dialpad Support is available 24x7, you will probably need to call during normal business hours (PST) for someone to help you with this particular issue.

You could also change the extension or phone number before deleting the user or phone to something which will not be needed soon. Then you could use the extension or phone number which had previously been assigned right away.

Why does it go to voicemail after one ring when I call a user?

There could be several reasons why this is happening. One possibility is that the user is currently on the phone. Assuming you have ruled that out, it is likely due to a problem or a configuration setting. Most of these configurations can only be viewed by the user (not by an administrator), however, you can also call Dialpad support at 844-636-4244 (they are available 24x7) and they can help you.

Is it possible for an administrator to see if a user is in Do Not Disturb (DND) status? Can I disable it for them?

There are three ways for a user to view or change this setting:
  1. From the Dialpad app installed on a smartphone, tablet, desktop, or laptop
  2. From the website https://dialpad.com/app
  3. From a deskphone
If you want to disable this feature, but the user is unavailable, you can go to their deskphone, tap More and then choose the option for Do Not Disturb.