Copilot phone setup series: this is part 4 of 6.

1. Before You Connect Copilot to Your Phone System
2. Set Up Copilot Phone Settings
3. Connect Copilot to RingCentral
4. Connect Copilot to Dialpad (this article)
5. Send Missed or After-Hours Calls to a Voice Agent (RingCentral and Dialpad)
6. Test and Troubleshoot Copilot Call Routing

Overview

This article shows how to send calls from Dialpad through Copilot and back to your team.

Before you start, you need:

• A Dialpad admin login (Admin Settings).
• A Copilot call queue with no members and a fallback number (see Set Up Copilot Phone Settings).
• A Dialpad Department or Contact Center for your team to answer, with its own phone number. This is your Copilot fallback number.
• Dialpad's permission to route calls to numbers outside Dialpad (see Step 1).

In this article, you'll learn how to:

• Turn on routing to outside numbers
• Route your main line (or a department) to Copilot
• Set up the department or contact center your team answers

How the call flows

Main Line → auto-attendant (Press 1) or department → Supermove queue number → fallback number (Dialpad department or contact center) → your team answers.

Dialpad uses different names for the same ideas:

Step 1: Make sure Dialpad can route to outside numbers

Dialpad's routing option To a team member / room phone / number can send calls to a number outside Dialpad, such as your Supermove queue number. Dialpad's help center says you must contact Dialpad Customer Care before you can use numbers outside Dialpad. If you only see To a team member or room phone, ask Dialpad to turn this on.

Step 2: Route your main line to Copilot

1. In Dialpad, go to Admin Settings → Office → Main Line (or open the department under Departments).
2. Open Business hours and call routing, then click Edit Call Routing.
3. On Open Hours Routing, choose how calls should reach Copilot:
   • With a menu: choose No operator → To an automated response menu, and set the sales key press to your Supermove queue number.
   • Without a menu: choose No operator → To a team member / room phone / number and enter your Supermove queue number.
4. Dialpad saves routing changes as you make them. Watch for Changes Saved!

Note: Dialpad saves routing changes right away. Make changes outside busy hours and test immediately.

Step 3: Set up the department or contact center your team answers

1. Open the Department or Contact Center whose number is your Copilot fallback number.
2. In Edit Call Routing, choose Operators and a routing type (for example, Simultaneous), and add the people who should answer.
3. Make sure this department or contact center does not route back to the Supermove number.

Best practice: If more than one call can come in at a time, use a Contact Center. Dialpad Departments don't queue calls, so a second call at the same moment can go straight to voicemail.

Step 4: Test

Call your main line from a phone outside Dialpad. You should hear Copilot's recording notice, your team's Dialpad apps should ring, and the call should appear in Copilot under In-Progress Calls. See Test and Troubleshoot Copilot Call Routing.

Other Dialpad setups

• Business hours: set Open Hours Routing through Copilot and Closed Hours Routing to voicemail or a Voice Agent.
• Straight to one person: go to Admin Settings → Users, open the user, and set forwarding on their personal line.

⚠️ Important Notes

• Dialpad doesn't loop calls endlessly like RingCentral. If routing points back on itself, Dialpad sends the call to that department's voicemail instead. If calls go to voicemail unexpectedly, check for a second forward rule.
• Calls you start from Copilot don't go through Dialpad, so your Dialpad status won't change to "On a call" and managers can't listen in from Dialpad.
• Exact menu names can differ by Dialpad plan.

FAQ

I can't find an option to enter an outside number.
Contact Dialpad Customer Care to allow routing to numbers outside Dialpad (Step 1).

Should my team's Copilot forwarding numbers be their Dialpad numbers?
Yes. Use each person's own Dialpad direct number, not a department number.

Next: Send Missed or After-Hours Calls to a Voice Agent

Related articles: Dialpad: Set Call Routing Rules for Departments

Need Help?

Reply to your support conversation, or email help@supermove.com.