Dialpad — After-Hours Setup
How to forward after-hours calls to PupPilot on Dialpad.
How Dialpad Works
Dialpad is a general-purpose UCaaS platform with Dialpad Admin Settings, accessed from within the Dialpad app or web app. Call routing is managed through Business Hours & Call Routing settings, Call Routing rules, and Departments (Dialpad's version of ring groups).
Call Flow
Open Hours
Caller
Main Number
Desk phones ring
Staff answers
After Hours
Caller
Main Number
Forward
PupPilot answers
Setup Steps
1
Open Dialpad Admin Settings
Open the Dialpad web app or desktop app, then use Options (three dots) → Admin settings.
2
Navigate to Office Settings
Go to
Office → Office Settings.3
Set Business Hours
Under Business Hours & Call Routing, define your clinic's hours (e.g., Mon–Fri 8 AM – 6 PM). This enables separate routing for off-hours calls.
4
Configure Closed-Hours Call Routing
In Business Hours & Call Routing, click Edit Call Routing and configure Closed Hours Routing. Select the option to route to an external number and enter your PupPilot phone number. (Routing to an outside number may require Customer Care enablement.)
5
Save and Test
Save your changes. Call your main number after hours to verify PupPilot answers.
Important Notes
- Holiday routing is configured under Holiday Hours within Business Hours & Call Routing, after creating office or shared-line holidays.
Troubleshooting
| Issue | Fix |
|---|---|
| Calls don't reach PupPilot | Check that forwarding is enabled under Office Settings → Main Line → Business hours & call routing → Call Routing. Verify the PupPilot number is correct. |
| Press-1 prompt plays but call doesn't connect | Ensure PupPilot is configured to handle Press-1 Confirmation. Contact PupPilot support if the issue persists. |
| Department DID doesn't ring staff phones | Verify the department has members added and a DID assigned. Check at Departments in the admin portal. |
| Calls loop between PupPilot and your system | The department's no-answer routing is forwarding to PupPilot. Change it to voicemail. |