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What it is for

To choose which numbers make and receive calls, who can call from them and how calls ring for the team.

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Who can do it

Owner and Admin change numbers, routing, hours, recording and redial. The Supervisor only gets into Teams and breaks. Numbers and Voicer are contracted through the agency: if the number is not enabled, the Ask your agency button appears in the list. It appears if the agency has enabled the Voice module for the organization.

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Where to click

Call Center › Numbers and Voicer opens the Settings. The tabs are Numbers, Routing, Hours, Teams and breaks, Recording and access and Redial. Receiving can also be turned on in Settings › Channels › Calls.

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Step by step

1

Connect the number

Under Numbers, the Add number button takes you to Settings › Channels. If the list shows “No connected number.”, start there.
2

Turn on Voicer

On the number’s row, click Open. Under Voicer for this number, use Turn on Voicer. The Voicer column shows Active or Not active.
3

Turn on receiving

Under Number receiving, turn the number on for the whole team. Anyone who does not want calls to ring in their own tab uses Ring calls in this tab.
4

Define who can call

Under Who can call from this number, use Manage members. Managers can always call; Operators only from the numbers where they are members.
5

Choose how calls ring

Under Routing, choose Everyone rings at the same time or Directed offer (one person at a time, with an offer time you set). Under If nobody accepts, choose Ring everyone or Record as missed.
6

Save

Each card has its own Save button.

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Other number settings

Under Open, the number has the tabs List dialing, Recordings, Widgets, Coach and analysis, Voice broadcast and Advanced.
  • Recordings: listen, download and ask to Analyze. Who can listen: Owner, Admin and Supervisor.
  • Widgets: a call button to paste on your website. You can limit the Allowed domains.
  • Coach and analysis: tell us about your business so the tips make sense, and choose emails to receive the Email summary.
  • Recording and access (in Settings): the text of the recording notice to the customer and the retention period. After the period, audio and transcript are deleted; date, duration and result stay.
  • Redial: when turned on, the system tries again by itself if the call fails or nobody answers. It comes turned off.
  • Teams and breaks: create teams and set the limits for each break reason (Lunch, Break, Meeting).
  • Hours: the team’s days and hours and the operation’s time zone.

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What happens next

With Voicer on and receiving turned on, the number rings in Call Center › Now. Turning Voicer off makes the number stop making and receiving calls; recordings and settings are kept.

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Common errors

  • “Not confirmed”: the system does not yet report whether the number receives calls. Use Refresh and try again in a few minutes.
  • “This number is not released for you” Ask the Owner or an Admin to add you under Who can call from this number.
  • “All channels in use” with no open call: use Release channels. This ends all open calls on the number, even real ones.
  • “This number does not make calls yet.” On the Official WhatsApp, calling depends on Meta validating the number. See Official WhatsApp.

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Next step