5. Onboarding: Managing Phone Numbers
Table of Contents
This is the 5th article in the Creation Onboarding Series. Learn how to add numbers, assign devices, and manage these users.
Adding Phone Numbers
Let's start this course with the process of manually adding a Phone Number to the client portal.
Requirements
Before following the steps below, you need to have already moved a DID in Salesforce from the Inventory to the Customer's account. If you are porting a number in, you must follow all the steps associated with that process and add the DID to the Customer's account in Salesforce. You must also add a 911 address to the number.
Adding a Phone Number
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Make sure you are not on any Domain in the client portal and clickon the Phone Numbers tab.
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Click on the Add Phone Number button.
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Fill out the following fields:
Phone Number: Enter the 10-digit number without spaces or characters.
Domain: Choose the Domain for the Account you are working with.
Treatment: Choose Available Number if you are not yet sure of the Number's destination or User if you do know. If you pick User, make sure to enter a destination in the field below Treatment.
Enable DID: Pick Yes.
Language: Choose English or French based on the Customer's preference.
Notes: Enter the Account Name.
- Click Save.
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Filter for your number to confirm it is added properly.
- Place a test call to the Number from an external device such as your cell phone to ensure it functions without errors.
Importing Phone Numbers
Now that you are familiar with the process of adding numbers in the client portal let's go over the steps required to import numbers. This will simplify your life if you are working with a Customer that is either purchasing a big block of numbers or porting in a list.
IMPORTANT!!
You must not rename, remove or re-order any of the templates' columns as it will cause issues with the import process. Please also ensure that you have no typos in any of the numbers, as this could override existing numbers on other accounts.
Importing Phone Numbers
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Make sure you are not already on a Domain and click on the Phone Numbers tab.
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Click on the Import button.
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Click on the Download Template button.
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Fill out the .csv file you just downloaded:
Phone Number: Enter the 11-digit number (including the 1 in front)without spaces or characters.
Domain: Enter the Domain of the account you are working with.
Treatment: Enter User.
Destination: Enter the extension number of the User.
Notes: Enter the Account name.
Enable: Enter enable.
- When you have finished adding all the numbers to the spreadsheet, save it and go back to the client portal.
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Browse for your .csv file and click Upload.
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Double-check that everything looks good and make any finalchanges. Click Import when you are done.
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Go in your Domain, click on the PhoneNumbers tab, and make sure all the numbers are correctly showing here.
Managing Phone Numbers
To wrap up the content portion of this course, we will go over the different ways you can manage Phone Numbers.
Editing Phone Numbers
From the Phone Numbers tab of a Domain, you can click on the Phone Number on the left or the Edit button on the right to open a configuration popup.
From here you can do the following:
- Change the Treatment.
- Underneath Treatment, you can change the Destination. The title of the field will change based on which treatment is selected.
- Add a Caller ID Prefix. Anything that you add here will show on the phone's display in front of the Cailler ID we receive from the far end. We recommend using shortcodes followed by a "/."
- Enable or Disable the DID.
- Change the default Language. Asa reminder, the Language setting affects all the system prompts that can be heard. For example, voicemail prompts after a user's greeting plays.
- Modify the Notes. It is always recommended to have short notes that indicate which account/user the DID belongs to.
Here are all the available Treatments:
Available Number: Keeps the number in the list but it will not route anywhere if the number is dialed.
User: Sends the call to the answering rules of the destination User.This User can be any regular extension, including Auto Attendants and CallQueues.
Conference: Sends the call to a Conference Bridge extension.
Call Queue: Sends the call directly to a Call Queue, bypassing any answering rules in place. You can also choose to have no announcement before queuing the call or announce the number of callers waiting in queue/announce the average expected wait time.
Voicemail: Sends the call directly to an extension's voicemail box, bypassing any answering rules in place on that User. You can also enable enhanced voicemail (our default option), triggering the prompt to allow the caller to dial another extension or leave a voicemail. If this feature is not checked, the caller will hear a beep after the greeting.
Auto Attendant: Sends the call directly to an Auto Attendant, bypassing any answering rules in place.
The main takeaway from treatments is that it might be tempting to choose Call Queue or Auto Attendant if your DID needs to be associated with one of those items, but you must think about the impact of that decision. Did you or will you put different answering rules on those objects? If the answer is yes, you have to choose the User treatment to follow the answering rules.
Deleting Phone Numbers
If you are canceling a DID, you must first follow the correct Salesforce process to move the number back in the inventory or properly mark it as ported out if the Customer is moving the number to a different provider. Then you can:
- Navigate to the Phone Numbers tab in the client portal while not on any Domain.
- Filter for your Number.
- Click on the Delete button to remove the number.
- Click on Yes to confirm.
