Configure Receiving Numbers
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What is a Receiving Number?
A receiving number is a phone number that we will forward calls to when someone calls your tracking number. It can be a mobile number, a landline, or the number for your call center. If you have a phone number that people are calling today, it can be a receiving number.
Add Receiving Number
1. Go to Numbers → Receiving Numbers.
2. Select the “New Receiving Number” button in the upper righthand corner.
3. Choose the country code from the dropdown, then enter your Receiving Number in the field.
4. Label the Receiving Number with a name you will recognize.
5. Click Save & Continue to continue configuring this receiving number.
Edit an Existing Receiving Number
1. Select the “click to add a custom dial extension” link.
2. Enter the extension you want us to dial and the delay before dialing the extension (if applicable).
Advanced Whisper Settings:
1. Select the Click to configure advanced whisper settings link.
2. Skip the Receiving Whisper if this number is routed from a tracking number with a receiving whisper configured within the Call Settings page.
3. Click Save & Edit.
No-Answer Routing: This is where you can control what happens to the call if the receiving number is busy or isn’t answered.
1. Indicate how long you want to let it ring before you go to “no answer routing.“
2. Choose a phone number, call queue, smart router, or voice menu in the drop down.
3. Click Save & Edit.
You need to already have the secondary phone number entered as a receiving number in CTM for it show up an option in the dropdown. The same applies for call queue or voice menus. You need to set them up and then come back to this page to set them as the no-answer option.
Tagging Hours: Tagging hours are useful to allow auto call tagging based on your hours of operation. Tagging hours are also used to control when a receiving number can receive calls from a FormReactor.
1. Select any Tagging Hour options.
2. Click Save & Edit.
Configure Your Tracking Number Call Forwarding
1. To configure the routing pattern for a particular tracking number, go to Numbers → Tracking Numbers
2. Click “Edit” next to the tracking number you want to update. You can also click directly on the tracking number in the list.
3. Click “Dial Routing” on the left menu.
4. The dropdown asks “How would you like to route your calls?” To route to a receiving number, choose “Dial Receiving Numbers” in the dropdown.
Additional Call Routing Options:
- Dial a Voice Menu: Presents callers with keypress options. To create a voice menu, go to Numbers > Voice Menus, then come back to this page to route the tracking number to the voice menu.
- Dial a Call Queue: Calls a group of agents in a specific pattern. To create a call queue, go to Numbers > Call Queues and then come back to this page to route the tracking number to the call queue.
- Geo-route Calls: Route calls to your closest location or agent. To set up a Geo-router, go to Numbers > Geo Routing.
- Conditionally Route Calls: Route calls based on a pattern of behavior. To set up a conditional router, go to Numbers > Conditional Routing.
- Dial Agent: This allows you to route calls to an agent on whatever phone they are using. This could be their receiving number or their soft phone. Routing to an agent gives you the flexibility to have the call go wherever the agent is accepting calls. To add the agent and their phone number, go to Settings > Account Users. Add the agent as a User. Be sure to set their inbound number in their profile.
5. After choosing “dial receiving numbers,” click the “add receiving number” button.
6. Use the magnifying glass to search for the receiving number to route calls to, or type in a new one.
7. You can add multiple receiving numbers by clicking the “add receiving number” button again and entering additional numbers.
8. If you are routing to multiple receiving numbers, you will see a dropdown to choose your dialing pattern:
- Simultaneous: ring all receiving numbers at once. *note that if you choose this then the no answer routing will NOT work. *
- Round Robin: Evenly distributes calls between receiving numbers.
- Sequentially: dial the list of receiving numbers in order. First call goes to the first receiving number second call goes to the second receiving number etc.
- Least Connected: dial the receiving number that does not have a busy signal.
9. Save your selections.
We also recommend adding a Fail-safe number. This is the backup receiving number where calls will go if CallTrackingMetrics is down and cannot follow advanced routing options. Failsafe numbers are set up at the tracking number level. To configure, go to Numbers > Tracking Numbers. Go to the Fail-safe Number area of the page. You can choose to save your Fail-safe number to multiple tracking numbers.
For countries outside of the U.S. and Canada, the per-minute rate can vary based on the routing pattern you are using, as some receiving numbers use more expensive rate centers. Once you have set up your routing pattern, go to Numbers > Tracking Numbers and look in the renewal date column to see the per-minute rate for your calls based on this configuration.