Multi-number feature
What is the multi-number feature?
The multi-number feature gives you the possibility to use multiple phones for a single contact.
In addition to the primary phone, it is possible to have additional phones and categorize them.
Let’s see how to configure it!
How to configure the multi-number feature
Configure Contact Item Types.
Add additional phones to a Contact.
Associate Additional phones to specific contact item type.
Use multi-number feature for Motion Bull Campaigns.
Contact Item Types
Configure Contact Item Types to define the categories of the additional phones associated to the Contact and to set their priority for the outbound calls (Order by).
Add additional phones to a Contact
Add as Admin
From the Contacts Manager menu, select Contacts
Click on the button to add a new contact
In the Additional phones field, insert the additional number → Tap the Enter key on your keyboard to continue (To add more than one number, repeat)
Associate Additional phones to specific contact item type:
Click on the drop-down menu and select the contact item type (previously set) to match with that additional phone.
Based on the contact item type, the additional phone background will be colored.
You can add a description.
Add with Import as Admin
From the Contacts Manager menu, select Contacts
Click on the button to import contacts
You can choose the columns from which additional phone will be retrieved, indicating the different Contact item type.
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 “Office” and “Holiday Home”, in .csv file you need to have these columns for additionalPhone fields:
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, insert the additional number → Tap the Enter key on your keyboard to continue (To add more than one number, repeat)
Associate Additional phones to specific contact item type
Add/Edit as User
User Profiles must be enabled to access the Contact Item Type section:
From the Staff Menu, select User Profile
In the Permission section, open the Tools
Enable Contact Item Types as you need
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 on the specific contact line and select Edit
In the Additional phones field, insert the additional number → Tap the Enter key on your keyboard to continue (To add more than one number, repeat)
Associate Additional phones to specific contact item type:
Click on the drop-down menu and select the contact item type (previously set) to match with that additional phone.
Based on the contact item type, the additional phone background will be colored.
You can add a description.
Use multi-number feature for Motion Bull Campaigns
When using Contact with additional phones in a Motion Bull Campaign, the dialer calls the primary phone first.
If the Contact hasn't been reached through the primary phone, after X minutes (value set in the Additional phones Retry Settings), the dialer will call the additional phones sequentially, according to priorities.
The priority of the additional phones is based on the value Order By assigned to the contact item type associated. That is, the Order By decides the sorting in the hopper_additional_phones
You can have the same Order by value for more than one contact item type. For the same Order by value, the priority will set by Name value.
Additional phones that have not associated to a contact item type will be called last by the dialer.
If the the Contact hasn't been reached through additional phones, the Contact will be rescheduled as established in the Retry Settings, based on the call status of the last additional phone called.
The Contact will be closed if the Contact has been reached or if the Retry Settings value is exceeded by one of the phones (primary or additional phones).
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
We have set a Motion Bull Campaign with:
1 Contact with a primary phone and 2 additional phones
1 additional phone (Office) associated to contact item type with 1 as Order By
1 additional phone (Holiday) associated to contact item type with 2 as Order By
Retry Settings (any state) : 2 min
Retry Settings Call additional phone after: 1 min
In the Campaign History:
The dialer calls the primary phone first.
Since the Contact hasn't been reached through the primary phone, after 1 min, the dialer will calls the additional phones sequentially, according to priorities: Office phone and then, after 1 min, Holiday phone.
Since the Contact hasn't been reached through additional phones, the Contact will be rescheduled as established in the Retry Settings, based on the NoAnswer of the last additional phone called (Holiday phone): the Contact has been rescheduled 2 min later.
Since the Contact hasn't been reached through the primary phone, after 1 min, the dialer will calls the additional phones sequentially, according to priorities: Office phone and then, after 1 min, Holiday phone.
Since the Contact hasn't been reached through additional phones, the Contact will be rescheduled as established in the Retry Settings, based on the NoAnswer of the last additional phone called (Holiday phone): the Contact has been rescheduled 2 min later.
The Contact has been closed because the NoAnswer Retry Settings value is exceeded by Holiday phone.
In the Campaign Final:
The Contact appears with the Holiday phone and the respective attempts (3 NoAnswer).
Retry Settings
From the campaign Retry Settings, go to Additional phones section:
Call additional phone after (min): time in minutes between the call to the primary phone and the call to the additional phone AND between the calls to different additional phones.
Multi-number feature on Preview Strategy
If you have a Queue Campaign with Preview Stategy, when the agent looks the Contact Preview List and a contact has additional phones, a message warns that the number to call is chosen by the strategy of campaign (it is not the agent who chooses the number to call)