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Overview

After adding DIDs to your account, you need to configure specific settings for your DIDs.

When DIDs are missing settings, the DID Configuration will show as Invalid. 

Invalid DID Configurations occur when a DID is missing a Route To/Destination setting. All DIDs need a Destination to be dialed back.

Without proper configurations, you could be dropping calls. 

For editing multiple DIDs simultaneously, see Mass Edit Inbound Numbers

Contents:

Editing Inbound Number Settings

1.) Click the Account main menu option.

2.) Click the Inbound Numbers option.

The Manage DIDs page will open.

Open Manage DIDs (Newest).png

3.) Find specific DIDs using the Filter By fields.

Filter DIDs By Specific Number.png

  • In the image example, we are filtering to find a specific number:
    • (A) Select Inbound Number from this drop-down.
    • (B) Select With/In from this drop-down.
    • (C) Enter your DID here, ex: 2084489220.

4.) Click the green Search button.

5.) To open the DID's settings, click either the number itself or the Edit option in the Action gear wheel drop-down.

Open DID Settings.png

The Inbound Number page will open.

6.) Configure the fields in the following sections of the page: General, Smart Routes, DNC Handle, Lead Handle, and DDOS Attack Prevention.

General Section

  • (A) Name
    This is the identifier, or name, for the Inbound Number.
  • (B) Status
    Activate or Deactivate Inbound Numbers.
  • (C) Route Call to
    This setting determines the direct destination for Inbound Calls.
  • (D) Route SMS
    This Yes or No toggle controls whether you Route this number for SMS.
  • (E) Route Unknown Calls
    If the phone number is not found in the Account, Route the Inbound Call to another Destination.

Inbound Number Settings - General Section.png

Note: Upon selecting Agents from the Route Call To (A) drop-down, the Route Unavailable Agents (B) and Route Call If Agent Not Found (C) fields will appear.

Route Call to Agents - DID Settings.png

Important: Make sure that the Destination column for an Inbound number is not blank. All DIDs must have a Route To and Destination setting. 

DIDs w:o Destination.png

  • If you do not assign Destinations to DIDs, you will get a notification in the Notification Center via the bell icon in the top banner.

Dropping Inbound Calls Warning.png

  • Otherwise, a modal window will appear titled Please assign destination to DIDs.

DIDs that need Destinations.png

The phone numbers below do not have a destination assigned. Please assign a destination to ensure dropped inbound calls.

Please note: the default list may need to be configured as well.

    • Click the Edit All Above DIDs to easily add a Destination to your DIDs.
    • A new modal window will open titled Edit DIDs.

Edit DIDs window.png

Select the Route Call To and Destination options from the drop-downs that apply to all DIDs listed.

Click the Apply Changes button to save the configuration for your DIDs.

 

Smart Routes Section

This setting allows you to let the system transfer Inbound Calls to different routing options once the condition is met.

Smart Routes Section - DID Settings.png

  • Campaign Route
    If the call is from a Lead that belongs to the Campaign selected, the system will execute the action based on the Route to Destination settings.
  • Status Route
    If the call is from a Lead that has the Disposition selected, the system will execute the action based on the Route to Destination settings.
  • Inbound Route
    If the call is from a Lead and its Inbound Call Count matches any part of the setup, it will follow the Route to Destination settings.
    • Otherwise, it will follow the Default Routing.
  • Outbound Route
    If the call is from a Lead and its Outbound Call Count matches any part of the setup, it will follow the Route To Destination settings.
      • Otherwise, it will follow the Default Routing.
  • State Route 
    If the call is from a Lead that belongs to the State selected, the system will execute the action based on the Route to Destination settings.

To learn more about setting Smart Routes, see Configure Smart Routes for Inbound Calls.

DNC Handle Section

The available settings in this section will depend on the selection made in the Search Method drop-down.

  • (A) Search Method
    Filters Inbound Calls based on the option chosen in this drop-down:
    • Disable
      Inbound Calls will not be filtered against DNC Lists.
    • Global DNC
      Inbound Calls will be filtered against the Global DNC List.
    • Campaign Specific
      Inbound Calls will be filtered against the Campaign Specific DNC List.
  • (B & C) Route Call To
    Inbound Calls that match with DNC are routed directly to the desired destination.
    • The selection in the second drop-down, labeled (C) in the image above, changes based on the destination type chosen in the first drop-down of this field, labeled (B) in the image above.
  • (D) Disposition Status
    Select the Status of the Lead when the call is terminated.
    • This field depends on your Route Call To selection.
      • This field only appears when the Terminate Call option is selected in the Route Call To field.

DNC Handle - DID Settings.png

Lead Handle Section

Lead Handle - DID Settings.png

  • (A) Delay Lead Search
    Enabling this delay ensures Lead Data arrives before the call is transferred to Convoso from the Vendors.
  • (B) List Search Method
    When there is an Inbound Call, the system will do the selected option:
    • Always create new lead
      The system will always create a new Lead for every Inbound Call received.
    • Search entire system, otherwise, create new lead in the Default List
      The system will search for a phone number match in the entire system.
      • If there is no match found, a new Lead will be created.
    • Search Default list, and create the lead in the Default List
      The system will search for a phone number match in the Default List.
      • If there is no match found, a new Lead will be created.
    • Search specific Campaign, otherwise, create new lead in the Default List
      The system will search for a phone number match in selected campaigns.
      • If there is no match found, a new Lead will be created.
  • (C) Number Search
    Below are the options on what phone number the system will look for.
    • Phone
      The system will look for a match in phone numbers.
    • Phone & Cellphone
      The system will look for a match in phone and cellphone numbers.
    • Phone & Cellphone & Work Phone
      The system will look for a match in Phone, Cellphone Numbers, and Work Phone Numbers.
  • (D) Default List
    Select the List that will contain the newly created Leads.
  • (E) Campaign Search
    Select the Campaign, or Campaigns, for the system to check for phone matches.

Campaign Search - DID Settings.png

  • This field is only visible after selecting the Search specific campaign otherwise, create a new lead in the Default List option in the List Search Method field.

Note: Selecting another option in the List Search Method will remove your selected Campaigns in Campaign Search.

DDOS Attack Prevention Section

A DDOS Attack is when someone calls your Inbound Number, to flood your call center, and potentially even bring down that line. Protect yourself by enabling this feature.

DDOS Attack Prevention and Apply Changes.png

7.) When everything is configured properly, click the Apply Changes button.

 

 

 

 

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