To set up your Inbound phone numbers, you need to do following:
Go to Settings and choose Phone numbers.
Click the phone number you want to set up.
At the top, click Inbound to see the different options for setting up your phone number.
Below, you find a description of the different categories and the settings they entail.
Different categories and the settings
Starting with the settings on the right, you see:
1. Campaigns (inbound)
If you use this phone number for specific campaigns to call out, we recommend adding those campaigns here so agents active on those campaigns can receive inbound calls to this number. Adding campaigns here means that all agents active on this campaign will be able to receive inbound calls.
2. Agents (inbound)
If you want specific agents to answer calls on this number, you can add them in this section. They will be offered inbound calls to this number as long as the agent is active in the dialer.
3. Inbound routings
If you have agents on specific inbound campaigns, you can choose to route any incoming calls from another number towards one specific phone number. This is especially important when using number pools for calling out!
Let’s say you call out with a pool of 20 numbers, people will call back to any of the 20 numbers they are called from. Since you can assign only one inbound number per campaign, inbound routing is the perfect solution for you! Calls towards any of the numbers in your pool will then be directed to this one number, which you have correctly set up with agents or campaigns, so the calls can be answered.
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4. Other settings
Record conversations
If you have permission, you can choose here if you want to record both inbound and outbound calls: Never, Always, If permitted - record from start, If permitted - no recording from start.
You can regulate this permission per agent if needed, by allowing recording permission in the user settings.
If you use snippet recordings on your account, you are able to separately adjust settings on a campaign level via Settings > Campaigns > Recording snippets.
Store recordings
If you record conversations with permission, you can choose how long you wish these recordings to be stored.
If you have a recording that is already on the lead with a certain save duration, changing the duration in these settings will not change existing recording times.
Recording channels
Here you can select whether to record both the agent and the lead, or only the agent.
When should calls be answered
If you prefer to select the right lead before answering the inbound call, you can select ‘Search lead and pick up’ here. If you want the call to be automatically answered when it’s offered in the dialer, ‘Answer automatically’ is the option for you!
Number for call forwarding
If you prefer to answer your calls on an external phone, you can enter the phone number here. It is important to remember that calls outside of Adversus do not adhere to the settings applied here.
If you use a specific number for call forwarding in opening hours, that will affect the number inserted in this field. Here you can read how you can set up opening hours.
Max waiting time in queue
This waiting time applies to the number inserted for call forwarding. If you want the inbound call to ring for 10 seconds to give the agents a chance to answer, then forward it to your external phone, you can add the time in seconds before the transfer here.
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Campaign for missed inbound calls
Will update the existing lead and move to the selected campaign, as long as the lead has an open status. If the lead has a closed status, a duplicate will be created in the selected campaign.
Journey for missed inbound calls
A manual journey can be created to keep the existing lead with an open status in the same campaign and update this lead as desired, or a duplicate lead can be created in another campaign and updated as desired.
Campaign for missed inbound calls (unmatched number)
When you have a missed inbound call from a number that is not yet known in your system, a new lead will be created in the campaign you select here.
Journey for missed inbound calls (unmatched number)
With the 'Campaign for missed inbound calls (unmatched number' field, you create a new lead when a phone number is not yet known in your system. Once this lead has been created in the mentioned campaign, you can create a journey that this lead will follow, for example, if you want to assign the lead as a callback to a specific person, or add a note to the lead.
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Lastly under the section Upload welcome messages, you can upload messages the customers hear upon calling back.
Introductory message that is played before the on-hold dialer tone starts
When there are agents active on the campaign or a number to receive inbound calls, the customer will hear this message upon placing their call, before the call gets offered to the agent.
This message can, for example, include your company name, a thank-you for calling, and that the customer will be connected to an agent as soon as possible.
In Adversus, you can record messages by clicking the box to select audio, which opens a pop-up with a ‘Record’ button in the top-right corner.
Message that is played if there are no active agents on the campaign
When there are no active agents able to receive calls on the campaign or number, this message will be played. This message can, for example, include your company name, a message thanking them for calling, or a message stating that no agents are available to take the call and that they will be called back as soon as possible.
In Adversus, you can record messages by clicking the box to select audio, which opens a pop-up with a ‘Record’ button in the top-right corner.
Please note: The caller cannot leave a voicemail.
Happy calling!