HelpDesk
sign in

Dialpad FAQ and Best Practices

Creation date: 3/10/2025 3:34 PM    Updated: 3/11/2025 11:01 AM
Print...

Dialpad Frequently Asked Questions (FAQs)

1. How do I log in to Dialpad?

  • Go to https://dialpad.com and click Sign In.
  • Enter your work email and follow the login prompts.
  • If prompted, use your company login credentials.

2. Can I use Dialpad on my TRU phone or  TRU computer?

  • Dialpad works on Windows computers and iPhones.

3. How do I make a call?

  • Click the Phone icon and type in a contact’s name or phone number.
  • Click the Call button.

4. How do I answer a call?

  • A pop-up will appear when someone calls you. Click Answer to pick up.

5. How do I transfer a call?

  • While on a call, click Transfer.
  • Choose the person you want to transfer to or type in their number.
  • Click Transfer Now to send the call immediately.

6. How do I check voicemail?

  • Click on the Inbox tab to see your voicemails.
  • Click on a voicemail to listen to it.


7. How do I change my voicemail greeting?

8. How do I mute myself on a call?

  • Click the Mute button while on a call to turn off your microphone.
  • Click it again to unmute.

9. How do I put a call on hold?

  • Click the Hold button.
  • Click it again to resume the call.

10. What should I do if I have issues with Dialpad?

  • Try closing and reopening your web browser.
  • Restart your computer or iPhone.
  • Make sure your microphone and speakers are working.
  • If problems continue, email support@trucare.org for help.

11. Why can’t I hear the other person on a call?

  • Make sure your speakers or headset are plugged in and selected in Dialpad settings.
  • Check if your computer’s sound is muted or turned down.
  • If using Bluetooth, make sure it’s connected and set as your audio device.

12. Why can’t people hear me?

  • Check if you’re muted in Dialpad. Click the Mute button to unmute.
  • Make sure your microphone is selected in Dialpad settings.
  • If using a wired headset, unplug and plug it back in.
  • Restart your browser if the issue continues.

13.What happens if I miss a call?

  • Missed calls appear in your Inbox under the Calls tab.
  • If voicemail is enabled, the caller may leave a message.

14. What is a Dialpad Department?

A Department in Dialpad is a shared phone number that multiple team members can answer. It allows calls to be routed to a group instead of an individual.

15. How do I know if I’m part of a Department?

  • Click your profile picture in Dialpad.
  • Under Departments, you will see the ones you are assigned to.

16. How do I answer a Department call?

  • Incoming calls to the department ring all available team members at the same time.
  • Click Answer to take the call.
  • If someone else answers first, the call disappears from your screen.

17. What happens if I miss a Department call?

  • Missed calls go to the department's Inbox.
  • Voicemails will also appear in the department's Voicemail tab.

18. Can I transfer a call to another team member?

  • Yes! While on a call, click Transfer.
  • Search for the person's name or extension.
  • Choose Warm Transfer (introduce the caller first) or Blind Transfer (direct transfer).

19.How do I check voicemails for my Department?

  • Click on the Department Inbox from the left sidebar.
  • Select Voicemail to listen to messages.

20. How do I log in and out of my Department?

  • Click your profile picture → Your Departments.
  • Toggle On/Off to log in or out of the department queue.
  • When logged out, you won’t receive calls for that department.

21. What happens if no one answers a Department call?

  • Calls can be routed to voicemail or a fallback number, depending on company settings.

22. How do I place an outbound call from my Department number?

  • Open the Dialpad app and go to the dialer.
  • Click Your Caller ID (above the number pad).
  • Select your Department’s phone number before dialing.

23. Do Not Text a Desk Phone Line – Texting a coworker's desk line will send the message through Dialpad, but they will not see who sent it or be able to reply.
  • Always send work-related texts to their mobile number, not their desk extension.
  • If unsure, ask if they receive texts on that number before sending.

    • Best Practices for Using Dialpad

    - Use a USB Wired Headset – This improves call quality and reduces background noise.

    - Close Unnecessary Apps While on a Call – This helps avoid slow performance.

    - Set Your Status – Click your profile picture and update your status to "Available," "Do Not Disturb," or "Away" so teammates know when you're free.

    - Use the Search Bar to Find Contacts Quickly – Instead of typing full numbers, search for a name in Dialpad.

    - Restart Your Computer if You Have Call Issues – Many problems can be fixed with a quick restart.

    - Ensure your internet meets the minimum requirements – at least 100 Mbps down / 25 Mbps up

    - Log Out If You’re Unavailable – If you’re away from your desk, log out of the department queue so calls go to an available team member.

    - Restart Modem/Router If Experiencing Call Issues - A simple modem/router restart can often fix network-related call problems.

    - Use a Modern Router – If working remotely, an outdated router may cause packet loss and dropped calls. Upgrade if needed.



    Get help for this page