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    Dialpad
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    Dialpad

    • 1 minute read
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    Who can do this? TA_1.png

    Prerequisites

    Your Gong users must also meet the requirements in Dialpad for their calls to be recorded.

    Dialpad automatically records calls made from mainline, department, call center and individual direct lines when the line owner has a Dialpad Sell license and belongs to a coaching team (available on Pro and Enterprise plans).

    Go here for more information on Dialpad coaching teams.

    Set up

    1. Get a Token from Dialpad:

      • Submit a ticket to Dialpad Support

      • Inform Support you are a Gong customer and require API access

    2. Import users to Gong.

      • Note: Set the users to record in Gong before integrating Dialpad in Gong

    3. Click Company settings > Data capture >  Telephony systems.

    4. Click  + Add telephony system.

    5. Select  Dialpad.

    6. Enter the  Token.

    7. To limit the calls brought into Gong to only calls with known CRM contacts, select Import calls only for call participants defined in your CRM.

    8. Click CONNECT.

    Supported dialer features

    This table lists how different features are supported. See Supported dialer features for more details of each feature.

    Feature

    Description

    Supported

    Additional call types

    In addition to regular calls, imports:  

    • Short calls (under 30 seconds)

    • Call attempts

    • Non-recorded calls

    No

    Call disposition

    Imports the call outcome

    No

    Purpose

    Imports the call purpose

    No

    Call direction

    Indicates whether the call is inbound or outbound

    Yes

    Transferred to other people

    Calls that are transferred can be ingested to Gong as

    • One single call

    • Divided into several segments

    The call participants are either:

    • Fully identified for the entire call

    • Partial identification of participants

    Call imported as one single file

    Import past calls

    When setting up the integration, automatically imports the last 90 days of calls

    Yes

    Voicemail

    No

    User matching

    The field in the call used to match the Gong user to the dialer user

    Full name and Email

    Speaker experience

    Indicates if the call is recorded using stereo or mono

    Mono

    Must be connected through a CRM

    Some systems must be connected through a CRM in order to make a call

    No

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