Phone Number Settings Explained
Are you unsure about the intricacies of phone number settings within ? Don't worry, mastering these settings isn't as daunting as it may seem. In this guide, we'll explore the various phone number configurations available within , ensuring you have complete control over your communication channels.
To view the phone number settings Navigate to Settings > Phone Numbers and click on the pencil icon.
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Number Name
The Number Name serves as the internal identifier for the phone number. It could be something like ‘main marketing number’ or the name of the employee assigned to the number.
Forwarding Number
This is the phone number to which inbound calls to this new number should route. When someone calls the new number, the call will be redirected to the number you save here.
Pass Called Number As Caller ID
By default, the caller's number is displayed in Caller ID. Checking this box passes the purchased number as the Caller ID, ensuring clear identification.
Enable Call Connect
If this box is not checked, incoming calls will function as normal so that the call immediately connects when you answer. If we check this box, however, you’ll hear a whisper message prompting you to push a button on your phone to accept the incoming call. This helps prevent confusion betwenn connected calls and voicemail recordings.
Why activate this feature?
This setting enables powerful automations, such as the Missed-Call Text-Back feature, ensuring accurate call status recognition.
To execute automations like that, the system needs to know if a call is connected, and often it can get confused by thinking that a voicemail recording is actually a person. When that happens, the call is categorized as connected even though it really didn’t connect to a human.
We can eliminate the possibility of confusion by checking the checkbox. By checking the box, the receiver of the inbound call must press a key to connect. That way, the system always knows whether or not a call was actually answered by a human, which is why we recommend turning this on.
Whisper Message
The Whisper Message is played to the person answering the call when Call Connect features are enabled. It informs the receiver about the call source and prompts them to press a key to connect. So we would put something like “ call” or “Call from your account name, press a key” so that you know you’re about to hop on a call from the system and that you need to press a key to connect.
Call Recording
Enabling call recording not only records calls but also publishes the recordings into the conversation stream of each contact. Be sure to enter a whisper message, such as “this call will be recorded for quality purposes,” to inform callers.
Call Timeouts:
Inbound timeout:
This setting determines the time (in seconds) the system allows inbound calls to ring before being dropped or forwarded to a voicemail (personal voicemail or pre-recorded voicemail within the CRM). Adjust this based on your preferences.
- If you want the lead to reach your cellphone voicemail, leave this field blank or add 60 seconds.
- For a pre-recorded voicemail within , set the timeout to 1-4 seconds. Ensure you've uploaded a voicemail (MP3/WAV file) within the Business Info tab or the assigned user's profile settings.
If you want the line to ring and the lead to reach a pre-recorded voicemail set within , add the inbound call timeout to around 20+/- seconds. Setting a short timeout will ensure the line doesn't ring long enough to reach your personal voicemail recording.
Outbound timeout:
This setting determines the time (in seconds) the system lets outbound calls ring before dropping the call. Set a shorter outbound timeout (around 30 seconds) for voicemail drop campaigns or when agents want to speak only to readily available leads. This is ideal if you run voicemail drop campaigns or your agents have large lists and only want to speak to readily available leads.
For more advanced settings and personalized configurations, feel free to explore further within the Phone Numbers section under Settings. If you have any questions or need assistance, our support team is here to help.