Engage Voice | Editing phone numbers
There may be times when you’d like to make changes to one or more phone numbers associated with your account(s). When you’re ready to make the changes, you can do so via the Phone numbers tray setting under Channels.
You can make changes to individual numbers or multiple numbers simultaneously — including changing the associated account, assigning number(s) to a different product (e.g. an inbound queue or IVR), and more.
Please note that to edit your numbers, first you must view a list of numbers via the Phone numbers page. If you’d like to learn how to view, filter, and export your number lists, visit Viewing and exporting phone numbers.
After you enter your search criteria your numbers will appear in a filtered list. Next you select the numbers for editing by selecting the accounts and numbers you want to edit. Once you see your list of numbers highlighted in blue in the first column on the left, you’re ready to edit. You can edit individual numbers one at a time or you can edit more than one number simultaneously.
Editing phone numbers
To edit your phone numbers, follow these steps:
1. Navigate to Channels > Phone numbers via the left-hand navigation bar
2. Filter and view your number list via the search and filter criteria
3. If you’d like to edit an individual number, click on that number
4. If you’d like to edit multiple numbers simultaneously, follow these steps:
a. Check the box at far right of each of the accounts and numbers in those accounts you’d like to edit. If you’d like to select all numbers in the list, select the checkbox at far right in the table header. The bulk edit indicator at lower left shows the total number of numbers selected
b. Select the Edit button at bottom right
5. Use the available fields under the General, Assignment, and/or Media codes tabs to make changes to your number
6. Click the Save button at bottom right to close the modal window
Editing configuration settings
When you pull up the Phone numbers configuration page, you’ll see three tabs — the General tab, the Assignment tab, and the Media codes tab.
Under the General tab, you’ll see many fields. Let’s review each of these below.
- Account: This field indicates which account is associated with your number(s). If you have more than one account, you can use this field to assign your number(s) to a different account
- Originating Number: If you have an external number that is forwarded to a number in the platform, this field can indicate the external number. Keep in mind that any number you enter here will only be for reporting purposes. This field does not in any way affect the number(s) you edit
- Answer Type: This field determines whether a call will ring indefinitely or return a busy signal when a queue is closed or no agents are available. Options include the following:
- 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
- Standard Answer: This option allows you to search for numbers that ring indefinitely and do not return a busy signal
- Description: This field allows you to add any descriptive information you like. This field can be useful for categorizing or filtering your numbers (as discussed in Viewing and exporting phone numbers)
Editing call assignments
The next tab in the Phone numbers configuration page is the Assignment tab. In this tab, you can edit settings related to the assigned products and product items.
The number of fields you see under the Assignment tab depends on whether or not the number has already been assigned. If it is unassigned, you’ll only see one field — Product Type.
Once you choose a product type, additional fields will appear. See below for all the field options.
- Product Type: This field specifies which product is associated with your number(s). Options include the following: Unassigned, Inbound, Cloud, and IVR
- Item: This field allows you to select a particular product item. For example, if you choose Inbound for the product type, the Item field will allow you to choose any of the inbound queues you’ve created for the specified account(s)
- Start Date and End Date: These fields allow you to create a time frame within which your numbers will be considered active. You can type a date directly into each field or use the calendar icon at far right of each field to select a date. Please note that you are not required to enter an end date, but you are required to enter a start date
Media codes
These fields are rarely used and only apply to specific account types. Your CSM will let you know if this applies to your account.
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