To provide a clear and comprehensive guide for team members to effectively set up and configure phone numbers within the phone system, ensuring proper functionality and compliance with regulations.
Key Steps
Access Phone Settings
Navigate to the phone settings by selecting "Settings" from the left menu, then click on "Phone."
Set Emergency Address
Enter the emergency address required for phone number registration. This is mandatory for compliance with US regulations.
Note: Update this address if you move.
Purchase a Phone Number
Click on the "+" icon to add a new phone number.
Determine the type of phone number you need (voice enabled, SMS, MMS, fax).
Decide the placement of the desired number (last part, first part, or anywhere in the number).
Enter the desired number or area code and click "Search."
Select the appropriate phone number from the list.
Assign a friendly name to the phone number for easy identification (e.g., "Main Phone Number").
Click "Buy" to purchase the selected phone number.
Configure Phone Number Settings
Once the phone number is created, access its settings.
Set the Call ID if you want the same number to display for outgoing calls.
Optionally, select "Default Notifications" to ensure notifications are sent from this number.
Upload Voice Prompts
Navigate to the "Voice Prompts" section.
Upload recordings for voicemail messages and any required call recording notifications.
Preview and listen to recordings to ensure quality.
Set Up IVR (Interactive Voice Response)
Go to the IVR section and select the desired prompt.
Name the IVR and specify the message to be played.
Set the number of repetitions before hanging up if no input is detected.
Define actions for user inputs (e.g., pressing "1" to go to voicemail).
Optionally, tag properties or assign calls to specific teams.
General Settings
Ensure call recording and transcription settings are enabled by default.
Set up any music or messages for callers in the queue.
Configure default voicemail prompts as necessary.
Final Review
Review all settings to confirm accuracy and completeness.
Ensure that the phone number is correctly linked to any campaigns if applicable.
Cautionary Notes
Ensure that the emergency address is accurate and up-to-date to avoid compliance issues.
Double-check the phone number selection to avoid purchasing incorrect or unwanted numbers.
Be aware of local regulations regarding call recording notifications.
Tips for Efficiency
Create a checklist based on these steps to streamline the process.
Use consistent naming conventions for phone numbers and IVRs to enhance clarity.
Regularly review and update voice prompts and IVR settings to keep them relevant.
Train team members on the importance of compliance with call recording laws to avoid legal issues.