[ACD] Number Management for Campaigns

The content in this article is appropriate for: Supervisors and Administrators

Step-by-step instructions for creating and configuring the components necessary for managing phone numbers as part of the end-to-end setup practice.

This article assumes that a voice program and campaign have already been created.

The complete end to end process is made up of the following steps:

1. Create the Program

2. Configure the Campaign

3. Number Management

4. Configure the IVR

5. Add the Script Wrapper(s)

6. Assign Attributes and Agents

The following article covers-

• Creating the Number Group

• Assigning a Phone Number

Please be advised that the creation/maintenance of Number Groups is only for Inbound campaigns, or Outbound campaigns that have Followup or Callback capabilities. This step is not required for Outbound Only campaigns.

Create the Number Group:

• Click # Numbers in the left-hand navigation bar

• Click Number Groups

Open

If you are creating a new group:

1. Click New

   Open

   

2. On the Number Group Details tab:

   Open

   

    

   1. Name: type in a name for your Number Group

   2. Program/Client: click the dropdown to select the name of the program that was created earlier🛑 Before moving ahead, click Update at the bottom on the page. This allows the SC ACD to recognize the program you selected and will populate the Campaign dropdown list.

   3. Campaign: click the dropdown to select the name of the campaign that was created in the previous article

   4. Description: [optional]

   5. Extended Description: [optional]

   6. SingleTrack: [defaults to No] This option is only for clients using the SingleTrack API call for web/app which collects information about the inbound caller to be displayed to the agent taking the call.
      This feature requires a separate configuration. For more information, please contact your Account Executive.

   7. Suspended: [defaults to No] leave as-is, this option is used to take the number group out of service

   8. Click Update to save the Number Group details

3. On the Workflows tab:

   Open

   

    

   1. Click the Select Integration dropdown and select your organization

      • This will populate the Deployment list

   2. Click the Select Workflow dropdown and select the Workflow that is being used

   3. Start Date/End Date: [defaults to 00:00:00/23:59:59 (always)] This allows for the Number Group to be active for a set amount of time, and can be edited here.

   4. Click Update to save

      • Once you Update and save this tab, the Actions column will populate, allowing you to Edit/Delete the selections on this tab

Assign a Phone Number:

1. Click # Numbers in the left-hand navigation bar

2. Click Numbers

   Open

   

   🛑 Numbers can not be assigned to more than one campaign!
   Before choosing a phone number, make sure it is currently not in use by any other campaign.
   
   

3. Browse to an unused number

   Open

   

   The image above shows unused numbers, all with the name "Spare" to indicate they are not in use.
   💡A naming convention like this is helpful when numbers are decommissioned and ready to be reused.

4. Click the blue number button in the Number column

5. On the Number Details tab:

   Open

   

   1. Phone Number: [this will auto populate, do NOT make any changes]

   2. Name: rename the number to match with the Program/Campaign you are assigning it to 

   3. Program/Client: click the dropdown to select the name of the program you created earlier

   4. Group: click the dropdown to select the name of the number group you just created

   5. Description: [optional]

   6. Extended Description: [optional]

   7. Marketing Program:*

   8. Roll Out Destination:*

   9. DialBack CallerID:*
      *The above three attributes are optional. For more information on them or for more ways to specialize a campaign, refer to the other articles in our Help Center or contact your AE.

   10. Suspended: [defaults to No] leave as-is, this option is used to take the number group out of service

   11. Click Update to save the number details

For details on the next step, Configuring the IVR, click here.