Phone Number

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Phone Number Purchasing and Configuration Guide

Follow the steps below to purchase and configure phone numbers for your workspace.

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Step 1: Access the Phone Numbers Section

1. Log in to your dashboard.
2. Navigate to the Channels section from the left-hand menu.
3. Select the Phone Numbers tab.
4. Click on the Buy Number button to start the purchasing process.

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Step 2: Purchase a Phone Number

1. After clicking Buy Number, a pop-up modal will appear with the following fields:
   • Country: Select the desired country for the phone number.
   • Provider: Choose between Twilio or Vonage.
   • Area Code: (Optional) Enter a specific area code for the phone number.
2. Click Search to list the available phone numbers based on your criteria.
3. Browse the list of numbers and select a suitable option.

4. A confirmation modal will appear. Review the details and confirm your selection.
5. Once purchased, the phone number will appear in the Phone Numbers table.

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Step 3: Phone Numbers Table

1. Navigate back to the Phone Numbers tab. All purchased phone numbers will be listed here.
2. The table includes the following columns:
   • Number: Displays the purchased phone numbers.
   • Assigned To: Indicates whether the number is assigned to an agent. If unassigned, it will show Unassigned.
   • Active Channels: Shows the active communication channels (e.g., Phone call, SMS).
   • Configure Button: A button to configure each phone number.

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Step 4: Configure a Phone Number

1. Click on the Configure button for any phone number in the table.
2. A new page will open with two tabs:
   • Settings
   • Handling

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Settings Tab

1. Configure how the phone number will function during call routing.
2. Options include:
   • Name your phone number: Add a label for the phone number (e.g., Support Line).
   • Ring Time: Set the duration the system will ring before redirecting.
   • Waiting Music: Choose the music that callers will hear while waiting.
   • Transcriptions: Enable and select the transcription language for live call transcriptions.

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Handling Tab

1. Assign the phone number to an agent:
   • Use the dropdown menu to select an agent for this phone number.
   • Save the configuration.
2. Set up call routing rules:
   • Route calls to AI Agents, Human Agents, or specific Teams.
   • Define Trigger Conditions for each routing rule.
   • Save the routing configuration.

For more details, click here to read about advanced call routing setup

By following these steps, you can easily purchase and configure phone numbers in the system, ensuring seamless call management and routing.