Configuring your phone number settings in Enrollio ensures effective communication and enhances customer interactions. Whether it’s setting up call forwarding, managing call timeouts, or enabling call recording, this guide walks you through the essential configurations for your communication channels.
To access phone number settings, navigate to:
Settings > Phone Numbers, and click the three dots next to the number.
Key Configurations for Phone Numbers
1. Number Name
The Number Name serves as an internal identifier for your phone number. Use clear names, such as:
- “Main Marketing Number”
- “Employee John Smith”
This helps streamline management, especially when handling multiple numbers.
2. Forwarding Number
The Forwarding Number routes inbound calls to another number. For instance:
- When someone calls your Enrollio number, the call can be redirected to your personal or team phone number.
This feature ensures no customer call goes unanswered.
3. Pass Called Number as Caller ID
By default, Caller ID displays the caller's number. Checking this box displays your purchased number as the Caller ID. This helps:
- Clearly identify calls routed through your system.
- Enhance call tracking and identification.
4. Enable Call Connect
When enabled, the system prompts the receiver to press a key before connecting the call. This feature prevents voicemail recordings from being misclassified as answered calls.
Benefits of Call Connect:
- Accurate call status recognition for features like Missed-Call Text-Back.
- Eliminates confusion between connected calls and voicemail recordings.
We recommend enabling this option to ensure calls are properly categorized and automations run smoothly.
5. Whisper Message
The Whisper Message is played to the receiver before connecting the call. Use it to provide context about the call, such as:
- “Enrollio call, press any key to connect.”
- “Call from [Your Business Name], press a key to connect.”
This ensures the receiver knows the call source and is prepared to connect.
6. Call Recording
Enabling Call Recording captures conversations and stores them in the contact’s conversation stream.
Important Note:
- Inform callers by using a whisper message like:
- “This call is being recorded for quality purposes.”
This ensures compliance and transparency while providing valuable call data for review.
Managing Call Timeouts
Inbound Timeout
Set the time (in seconds) the system allows inbound calls to ring before being dropped or forwarded to voicemail.
Best Practices:
- Personal Voicemail: Leave the field blank or set it to 60 seconds.
- CRM Voicemail: Set timeout to 1–4 seconds and upload a pre-recorded voicemail (MP3/WAV) in Business Info or the user’s profile settings.
- Balanced Timeout: Use around 20 seconds to balance ringing time and avoid personal voicemail activation.
Outbound Timeout
Set the time the system lets outbound calls ring before dropping the call.
Recommendations:
- Short Timeout (30 seconds): Ideal for voicemail drop campaigns or agents targeting readily available leads.
- Longer Timeout: Suitable for campaigns requiring extended ringing times to maximize connection rates.
Additional Tips
For advanced configurations, explore the Phone Numbers section under Settings. Adjust settings like whisper messages, forwarding, and recording to align with your business needs.
If you need further assistance, reach out to our support team for guidance.