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 an AI-powered admin portal at dialpad.com/admin. Call routing is managed through Business Hours settings, Call Routing rules, and Departments (Dialpad's version of ring groups). Dialpad also supports Press-1 Confirmation for external forwarding to prevent voicemail loops.
Call Flow
Open Hours
Caller
Main Number
Desk phones ring
Staff answers
After Hours
Caller
Main Number
Forward
PupPilot answers
Setup Steps
1
Log in to Dialpad Admin
Go to dialpad.com/admin and sign in with admin credentials.
2
Navigate to Office Settings
Go to
Your Office → Office Settings.3
Set Business Hours
Under Business Hours, define your clinic's hours (e.g., Mon–Fri 8 AM – 6 PM). This enables separate routing for off-hours calls.
4
Configure After-Hours Call Routing
Under After Hours Call Routing, select Forward to another number and enter your PupPilot phone number.
5
Enable Press-1 Confirmation
If prompted, enable Press-1 Confirmation. This prevents the call from landing in PupPilot's voicemail instead of being answered live.
Press-1 requires the receiving party to press 1 before the call connects. This is standard for external forwarding on Dialpad.
6
Save and Test
Save your changes. Call your main number after hours to verify PupPilot answers.
Important Notes
- Dialpad uses Press-1 Confirmation for external forwards. PupPilot supports this — the call connects after the confirmation.
- You can set holiday hours separately under Business Hours for special closures.
Troubleshooting
| Issue | Fix |
|---|---|
| Calls don't reach PupPilot | Check that forwarding is enabled under Office Settings → 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. |