Incoming: Incoming Configuration

If you are an admin user, you can configure your incoming queue settings and manage your numbers in Incoming Configuration.

Please note that new incoming phone numbers must be provided by Outbound Support.

Navigation

Incoming Configuration can be found under the Incoming menu.

In the Navigation, you will see a list of all the incoming phone numbers in your organisation.

Double click on a phone number to be taken to the editing wizard.

Click a heading in the navigation to jump to that section of the wizard, or scroll through to configure all the settings.

Setting up a call queue

Types of numbers

There are two types of numbers you can use when working with incoming calls: Incoming and Direct Incoming.

A standard incoming number will allow you team to receive calls placed to that number.

Direct incoming numbers are a type of number that you can tie directly to a specific team or agent. These numbers are ordered directly from Outbound support, and are great for ensuring your incoming calls are going to only the right people.

Configuring a direct incoming number is exactly the same as an incoming number, but with the added step of Bind to Team or Agent.

Note that when a direct incoming number is bound to a team, each member of that team will be able to view missed calls to that number in Missed Incoming Calls.

General Settings

Under General Settings, configure the following settings (mandatory fields are marked with a red asterisk):

Name: the name of the Incoming phone number
Select phone number: If you are creating a new incoming phone number, select it from the list. If you need more numbers, please contact support
Project: select which project the incoming phone number will be used for
Campaign used for cloned and new leads: if you choose to clone or create a new lead in lead handling, select a Campaign it will be cloned or created in
Campaign search scope: select which campaigns will be used to search for a lead that matches an incoming phone number. These will be used in the lead handling settings below.

Opening Hours

Under Opening Hours, configure when the incoming phone number will be open and closed, and when calls should be transferred.

To add more opening hours rules, click the + to the right of the wizard to select a day of the week.

In the Status column, expand the drop-down menu to set the status of the opening hours between Open, Closed, and Transfer.

If you choose to transfer calls, the transfer number can be configured in Lead Handling below.

Enter the correct hours in the From and To columns.

If you need to configure any exceptions to the opening and closing hours, for instance reduced opening hours during public holidays, click Show opening hours exceptions and click the green plus

Enter the settings as above.

Lead Handling

Under Lead Handling, configure how to handle incoming calls:

Action on found Lead: if the incoming call is matched to an existing lead, choose between the following connection options: Connect only open leads, Connect open and closed leads, Connect open and clone closed leads, and Always clone and connect
On Clone: Result data?: if you have chosen to clone a lead, choose if you also want to close the result data
On Clone: Close original Lead?: if you have chosen to clone a lead, choose if you want to keep the original lead, or close it and reduce duplicates
Action on no A-number: if you receive a call with a hidden number, choose between the following connection options: Message and disconnect, Direct transfer, and Connect as new
Action on no agent: if there aren't any available agents ready to receive the call, choose between Message and disconnect, or Direct transfer. If you select Message and disconnect, the caller will hear the general fail message chosen under Sound Settings
Action on no Lead found: if the incoming phone number is not matched to any registered leads, choose between Message and disconnect, Direct transfer, and Connect as new
Queue policy: decide how incoming calls to this number are queued. If an incoming call is received when an agent is not in the contact page with an active agent line, the call will appear in incoming notifications in the top bar:

Dialback queue options: for unanswered incoming calls, decide which should be placed in the Dialback queue, to be prioritised and called as soon as an agent is available.

Click Copy Settings to copy the Lead Handling settings from other incoming phone numbers.

Click Share Settings to share the Lead Handling settings to other incoming phone numbers.

Note! If you choose to transfer a call after timeout, then you have to disable DialBack for Timeout calls. Reach out to Support to make sure this setting is disabled.

How is a lead matched with an Incoming call?
When you receive an incoming call, Outbound will check to see if there are any leads with that phone number in the system.
If multiple leads are found with the same phone number, for example cloned leads in several different campaigns, then Outbound will select the lead that has been most recently called: the campaign this lead belongs to will be displayed on the contact page.
If the incoming number is not matched to a lead in the system, then what happens depends on which setting you choose in Action on no Lead found.
Connect as new will connect the lead to the agent. The agent can then save the details as new lead
Direct transfer will transfer the call to number specified in the field for this (there's a field to specify which number)
Message and disconnect will play "General fail" message and disconnect the call.

Wait Settings

Under Wait Settings, configure the sounds that leads will hear while waiting to be connected to an agent in the queue (mandatory fields are marked with a red asterisk):

Sounds and messages in Wait Settings can be uploaded in Incoming Call Sounds.

Connecting sound: the sound the lead will hear when being connected to an agent
Loop sound: the sound the lead will hear looped while waiting in the queue. This sound should be short, no longer than 3 seconds
Timeout sound: if the call doesn't connect and reaches the Maximum wait time, choose what the lead will hear
Action after timeout: choose what action to take after a call reaches timeout. Select between Message and disconnect, and Direct transfer.

If you need to configure any exceptions to the Wait Settings while the call is in the queue, click Show Wait Settings exceptions and click the green +.

In the image below, after the Lead had waited for the maximum wait time, configured under Finish, the first message will be played after 20 seconds, the second message after 40 seconds, and the third message after 60 seconds.

Sound Settings

Under Sound Settings, configure which sounds will be played in a variety of situations:

General Fail Message will be played whenever the option Message and disconnect is chosen
We are closed: if the lead calls during closed hours, they will hear this sound
Lead is closed: if the incoming call is from a lead that has already been closed by an agent, then this sound will be played when the option Action on found Lead is set to Connect only open Leads
Agent notification sound: this is the browser notification sound that will be played when the next lead an agent is connected to is an incoming call. This setting is configured in Administration > Settings when Incoming Connection Mode is set to Immediately
Incoming call notification sound: this sound will be played to an agent on the contact page when an incoming call is placed in the queue
Enable Incoming call notification: choose whether to enable the incoming call notification sound.

When you have finished configuring the settings, click Save changes.