The Phones editor allows you to view all platform owned phone numbers within the platform and easily identify, assign, modify and disassociate any phone numbers from one service to another. Phones editor compiles all client assigned phone numbers (Agent Dial-In numbers, Extensions, Agent Direct Lines, Inbound numbers & Caller ID numbers, etc.) in a single view.
To populate phone numbers within the Phone editor (except for extensions), contact Client Services. You can create extensions when adding or updating agents (Configure>ACD>Agents).
Expand below to learn more:
Search for, view and edit inbound phone numbers and their mappings. Search options include:
Filter - Options available are All, City, Inbound Number, State.
Search By - Options available are Starts with, Contains, Ends with, Regex.
Number Type -Options available are Agent at ready in, Agent Direct Line, Callback, Caller ID, Extension, Group voice mail, Inbound, Other, Personal voice mail.
LCID Package - Allows user to select an LCID package from the drop down list. The package contains a list of local caller ID numbers, any one of which (depending on geography) is designed to be displayed on a call recipient’s caller ID.
Status - Active or Inactive.
The Phone Column grid displays the details of the Inbound numbers. You can customize the fields that are displayed within the Phone Column grid. Click the cog icon at the top right of the panel to bring up the Customize Phone Column Grid screen. The following fields are presented in the Phone Column Grid:
Inbound Number - Displays the phone number listed as Inbound number.
Inbound Service - Displays the inbound service assigned to the phone number.
Number Type - Displays the number type for the phone number.
Number Usage - Displays the usage of a phone number. The usage of a phone number type can be associated to Email, Mail, SMS, or Voice.
Agent - Displays the Agent assigned to either the Extension or Agent Direct Line number.
Inbound Message - Displays the assigned inbound message.
LCID Package - Displays the CID package that lists the number.
City - The city registered to the primary address of the contact.
State - The state registered to the primary address of the contact.
Description - Optional field allowing users to add notes/description.
Activity Date - Displays the last activity date.
Provisioned Date - Displays the date, the phone number was assigned to the service.
Created By - Displays the platform resource that created the number.
Last Modified By - Displays the Last resource that adjusted a setting in the Phones Column grid.
Active - Displays the active status of the number.
Double-clicking on the inbound phone number row opens the Edit Phone screen which allows you to update the associated inbound service, direct line for agents, number usage, status and description, city and state of the inbound phone number. The Edit Phone screen displays the following options:
Number - Displays the phone number listed as Inbound number.
Description - Optional field allowing users to add notes/description.
Direct Line for Agent - Displays the inbound phone number associated as direct line for an Agent. The associated Inbound number populates when the option is set up by Client Services or you can search and assign the Inbound number as Direct Line by using the drop down.
Number Type - Displays the number type for the phone number.
Number Usage - Displays the usage of a phone number. The phone number usage can be associated to the following:
Email - Select the Email option to assign the phone number for email campaign.
Mail - Select the Mail option to assign the phone number for mail campaign.
SMS - Select the SMS option to assign the phone number for SMS campaign.
Voice - Select the Voice option to assign the phone number for voice campaign.
Only callback numbers with a number usage type of email are displayed during an email campaign export within Contact Manager.
Inbound Service - Select to assign inbound service to the phone number. Select the magnifying glass icon next to the Inbound Service drop down menu to select a service.
State - The state registered to the primary address of the contact.
City - The city registered to the primary address of the contact.
Status - Editable field for the current status of the phone number. Possible values include Active and Inactive.
Activity Date - Displays the last activity date.
Provisioned Date - Displays the date, the phone number was assigned to the service.
Associated Entities - Displays the entities if an inbound number is part of an LCID package, Call-In Group, Agent Audio Path, Service Caller ID, Message template, or Agent Phonebook. The entities cannot be edited.
Filter- Filters the list of displayed entities by type.
Extension type numbers can not be edited from the Phone editor.
Contact Client Services if you require a new phone number added to use as agent's direct line.
You can re-assign Caller ID package to a different Inbound Service by clicking Associate Service.
Select the inbound phone number row and click Disassociate Service to disassociate services from a number.
The Change History tab tracks and displays the changes made to the Phones editor.