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Additional phones configuration - Multi-number feature

Additional phones configuration - Multi-number feature

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Overview

The Multi-number feature allows you to associate multiple phone numbers with a single contact โ€” one primary phone and one or more additional phones.

These additional phones can be:

  • Categorized using Contact Item Types

  • Assigned a priority for outbound dialing (especially in Motion Bull campaigns)

Configuration steps

To use the multi-number feature, follow these steps:

  1. Configure Contact Item Types

  2. Add additional phones to a contact

  3. Associate each additional phone with a Contact Item Type

  4. Use the feature in Motion Bull Campaigns

Contact Item Types

Contact Item Types allow you to:

  • Categorize additional phones (e.g. Office, Mobile, Holiday Home)

  • Assign a priority (Order By) to determine the dialing sequence

  • Add a color label for UI visibility

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Add additional phones to a Contact

Add as Admin

  • Go to Contacts Manager โ†’ Contacts

  • Click on the โž• button to add a new contact

  • In the Additional phones field, type the phone number โ†’ Press Enter key on your keyboard to continue
    Repeat the operation to add more numbers

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  • Associate Additional phones to specific contact item types:

    • For each number choose the Contact Item Type from the dropdown

    • The background color reflects the selected type

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Add Contact with CSV Import

  • Go to Contacts Manager โ†’ Contacts

  • Click the Upload icon to import contacts

The column with the relative Contact item type is required to upload the .csv file and match correctly the additional phones.

So e.g. if you create as contact item type โ€œOfficeโ€ and โ€œHoliday Homeโ€, in the .csv file you need to have these columns for additionalPhone fields:

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Edit as Admin

  • From the Contacts Manager menu, select Contacts

  • From the contacts list, click the on the specific contact line; select Edit

  • In the Additional phones field, type the phone number โ†’ Press Enter key on your keyboard to continue
    Repeat the operation to add more numbers

  • Associate Additional phones to specific contact item type

Add/Edit as User

  • User Profiles must be enabled to access the Contact Item Type section:

    • Go to Staff โ†’ User Profiles

    • In Permissions, expand Tools

    • Enable Contact Item Types

  • Add/edit additional phones as an Admin

Add/Edit as Agent

  • Go to the Contacts section

  • Click on the + button to add a new contact or click the to edit the specific contact

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  • In the Additional phones field, type the phone number โ†’ Press Enter key on your keyboard to continue
    Repeat the operation to add more numbers

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  • Associate Additional phones to specific contact item types:

    • For each number choose the Contact Item Type from the dropdown

    • The background color reflects the selected type

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How to use multi-number feature for Dialer Campaigns

In outbound campaigns, the dialer:

  1. Calls the primary phone first

  2. If not successful, after X minutes (set by Retry Settings), the dialer calls additional phones in order of priority:

    • Based on Order By value of the Contact Item Type (sorting visible in the hopper_additional_phones)

    • If multiple types share the same Order, alphabetical order (Name) is used

  3. Additional phones without a type are dialed last

๐Ÿ”„ Retry Settings Behavior

  • If contact is not reached on primary + additional phones, it is rescheduled, as established in the Retry Settings,

  • Reschedule timing is based on the call status of the last additional phone called

  • The contact is closed if:

    • It is reached successfully

    • Retry limits are exceeded (as per Retry Settings)

Every call generated will be included in the History section. The Contact will appear in the Final section with the last phone reached and the respective attempts.

Example

Campaign Configuration:

  • Retry Settings:

    • Retry after 2 min

    • Call additional phones after 1 min

  • Contact Info:

    • Primary Phone

    • Additional Phone 1 (Office) โ†’ Order By: 1

    • Additional Phone 2 (Holiday) โ†’ Order By: 2

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Call Flow:

  1. Dialer calls Primary Phone

  2. Not reached โ†’ Wait 1 min โ†’ Calls Office number

  3. Not reached โ†’ Wait 1 min โ†’ Calls Holiday number

  4. Not reached โ†’ Wait 2 min

  5. Retry cycle starts again


In the Campaign Final:

  • After exceeding retry settings (3 x NoAnswer), contact is closed

  • In Campaign Final, contact appears with the last number attempted and total attempts made

Retry Settings

From the campaign Retry Settings, go to Additional phones section:

  • Call additional phone after (min):ย time in minutes between the call to theย primary phone and the call to the additional phone AND between the calls to different additional phones.

Multi-number feature on Preview Strategy

If a campaign uses the Preview strategy:

  • Agents preview contact details

  • A message will inform them that the dialing strategy decides which number is dialed

  • Agents cannot manually choose the number to call