Engage Voice
Viewing and downloading phone numbers
As we discussed in Intro to Phone Numbers, the admin interface allows you to view and download a list of phone numbers added to your account(s) via the Phone Numbers tray setting under Channels.
Once you reach the Phone Numbers page, you’ll see two sections: DNIS Filter Criteria and DNIS Result List. You can use the DNIS Filter Criteria section at the top of this page to filter the phone numbers that will appear in the list that you view or download.
The DNIS Result List section is where you’ll see your numbers when you choose to view them.
How to view and download phone numbers
To view or download a list of phone numbers, follow these steps:
1. Navigate to Channels > Phone Numbers via the left-hand navigation bar
2. Click into the Account field and select one or more accounts
3. Use the remaining fields to select additional filter criteria as desired (we’ll discuss these criteria below)
4. Click the View List button or the Download List button to view or download your results
If you select the View List button, your numbers will appear in a table in the DNIS Result List section. Visit the DNIS Result List columns section below to learn more about what information you’ll find in this table.
DNIS Filter Criteria options
Now that we’ve reviewed how you can view and download your phone number lists, let’s discuss the different filtering options you have access to under the DNIS Filter Criteria section.
- Account: This field allows you to search for numbers associated with one or more accounts. Click on this field to reveal a dropdown list of available accounts
- Product Assignment: This field indicates which product the numbers you are searching for are assigned to. Click on this field to reveal a dropdown menu that lists all the products you can choose from: Inbound Queue, Cloud Profile, Track Number, IVR Studio, and Chat Queue
- Item: This field allows you to search for numbers based on the product item with which they are associated. For example, if you choose Inbound Queue for the product assignment, the Item field will allow you to choose between all the inbound queues that exist in the account(s) you selected in the Account field. Keep in mind the Item field will not be visible until you’ve chosen a product in the previous field
- Exact match (multiple)?: Checking this box allows you to search for multiple exact numbers in the Dnis List field
- Custom App String: A custom app is an application that was custom designed for a customer prior to the current version of the platform. This field allows you to search for numbers that are assigned to a particular custom app
- Notes: This field allows you to search for numbers based on descriptive information associated with those numbers. You can read about how to add notes in Editing phone numbers
- Single Dnis: This field allows you to search for multiple numbers with similar digits or individual numbers that are an exact match. You will only see this field when the Exact match (multiple)? box is not checked
- Dnis List: This field allows you to search for multiple exact phone numbers. You should either insert a comma between each number or use a new line for each number. You will only see this field when the Exact match (multiple)? box is checked
- Answer Type: This field allows you to search for numbers based on whether calls ring indefinitely or return a busy signal. Click on the dropdown menu to choose the answer type you’d like to use to filter your numbers. Options include the following:
- Any: This option allows you to search for numbers with any answer type
- Standard Answer: This option allows you to search for numbers that ring indefinitely and do not return a busy signal
- Busy on Closed/No Agents: This option allows you to search for numbers that return a busy signal when a queue is closed or there are no agents available
- Assignment Status: This field allows you to filter your search based on whether or not numbers have been assigned to a product. This field will not be visible if you’ve chosen a specific product in the Product Assignment field. Options include the following:
- Any: This option allows you to search for numbers with any assignment status
- Assigned Only: This option allows you to search for numbers that have been assigned to products
- Unassigned Only: This option allows you to search for numbers that have not been assigned to products
If at any point you want to reset your search criteria and start over, you can always click the Reset Form button in the bottom left-hand corner of the DNIS Filter Criteria section.
DNIS Result List columns
When you view a list of phone numbers, they will appear in a table in the DNIS Result List section. Descriptions of each column in the table are listed below.
- DNIS: This column indicates the phone number itself
- Created: This column indicates when the number was created
- Account: This column indicates the account associated with the phone number
- Call Assignment: This column indicates the product and item to which the phone number is assigned
- Chat Assignment: This column indicates the chat queue to which the phone number is assigned
- Notes: This column includes information that may have been recorded when the phone number was added to an account or edited
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