Configuring Phone Number Settings
Overview of Phone Number Configuration
Each phone number in your CRM can be customized with specific settings that control how it handles both incoming and outgoing calls. These configurations help optimize call routing, improve lead handling accuracy, and ensure professional communication standards.
Accessing Phone Number Settings
To configure a phone number:
- Navigate to Settings > Phone System
- Under the Manage Numbers tab, locate your available numbers
- Click the three dots next to the number you wish to configure
- Select Edit Configuration from the menu
Configuration Options
Name Your Number
Assign a descriptive label to help your team identify the purpose of each number (e.g., "Sales Hotline" or "Support Line").
Pass Called Number As Caller ID
When enabled, this setting displays the dialed number instead of the caller's actual number on caller ID. This is particularly useful in call forwarding scenarios.
Forward Calls To
Route incoming calls to external numbers, mobile phones, or other departments. When someone calls your configured number, the system automatically forwards the call to your specified destination.
Use Verified Number as Caller ID for Outbound Calls
Display your verified business number on outgoing calls to enhance professionalism and recognition. This option only applies to numbers that have completed verification.
Call Connect
Adds an automated prompt requiring the recipient to press a key before connecting the call. This ensures only human-answered calls are marked as connected, which is ideal for triggering missed-call automations.
Whisper Message
Customize the message that plays when Call Connect is enabled. Example: "Call from [Your Business] - press any key to connect." Note: Whisper messages use text-to-speech technology which incurs additional costs.
Call Recording
Automatically record calls for training, quality assurance, or compliance purposes. You can enable an optional recording announcement to inform participants that the call is being recorded.
Incoming Call Timeout
Control how long an incoming call rings before being directed to voicemail. You can configure this to route calls to your personal voicemail, CRM voicemail, or directly to a recorded message without ringing.
Outgoing Call Timeout
Set how long outbound calls ring before timing out, helping avoid unnecessary voicemail connections.
Ring Incoming Calls to Users
Enable simultaneous ringing to multiple users to ensure calls are answered promptly.
Important Considerations
Some features may incur additional costs, including text-to-speech messages and call recording services. Always check current pricing in your CRM dashboard. Additionally, ensure compliance with local regulations regarding call recording announcements and caller ID display.