Phone Number Settings

Modified on Wed, 3 Jan at 9:47 AM

Do you want to understand your CRM's different phone number settings but feel uncertain about it? Don't worry. It's easier than you think to grasp these settings. 

Below is the breakdown of the phone settings.

Where to access the phone number settings:

Head into your Settings tab > Phone Numbers > Click on the "pencil" icon.

Number Identification

This refers to the specific name given to a phone number, such as 'main marketing number,' or it could be named after an employee who is assigned this number.

Call Forwarding Number

This is the number to which calls made to the newly acquired number will be redirected. In essence, when someone dials the new number, the call will be forwarded to the designated number set here.

Caller ID Option

By default, the caller's phone number appears on the Caller ID. However, if this option is selected, the newly purchased number will be displayed instead. This feature is useful as it indicates that the incoming call is through this specific sub-account.

Call Connect Feature

If unchecked, incoming calls connect immediately upon answering. If checked, a prompt (a 'whisper message') will be heard, requiring a button press to accept the call.

Advantages of Enabling Call Connect:

This feature helps differentiate between actually connected calls and voicemail recordings within the CRM, which is crucial for automations like sending text messages to unanswered calls (Missed-Call Text-Back). Without this feature, the system may misinterpret a voicemail as a connected call.

Whisper Message

This is the message played to the recipient when the Call Connect feature is enabled. It serves as a prompt, such as “LeadConnector call” or “Call from [sub-account name], press a key,” indicating the need to press a key to connect the call.

Call Recording

Enabling call recording is highly beneficial as it not only records calls but integrates these recordings into each contact's conversation stream, alongside emails, texts, and social media messages. Note: In most states, it's mandatory to inform the caller of the recording, often through a whisper message.

Call Timeout Settings

Inbound Timeout:

Defines how long (in seconds) an incoming call rings before being dropped or sent to voicemail. This setting can be adjusted to ensure calls reach either a personal voicemail, a pre-recorded voicemail in the CRM, or go straight to the CRM's voicemail, depending on the timeout duration set.

Outbound Timeout:

Determines the ring duration (in seconds) for outgoing calls before being dropped. A shorter timeout is beneficial for voicemail drop campaigns or when agents have extensive lists and prefer to connect with immediately available leads.

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