Number Assignment

Number Assignment in AVA ensures that phone numbers are effectively utilized for both Inbound Agents and Outbound Campaigns.

Overview

This feature offers flexibility, allowing businesses to tailor their communication strategies while maximizing the utility of their phone numbers. Assigning, reassigning, and managing numbers is a straightforward process that integrates seamlessly into agent and campaign configurations.

Details

Inbound Agents

Assigning phone numbers to inbound agents is straight forward and is available in two places within the Inbound Agent experience. Let’s take a look.

• During Agent Creation:

  • When creating an inbound agent, you must select an available phone number for the agent
  • If a phone number is already in use by another agent, this will be indicated in the selection menu

• Reassigning Numbers to Existing Agents:

  • Navigate to the Agent Configuration settings
  • Scroll to the bottom of the page where it says “What number will calls be received at?”
  • Select a different available phone number and save the changes

• Important Notes:

  • Inbound agents require a phone number to exist. If the phone number assigned to an agent is deleted, the agent will also be deleted
  • Reassigning numbers allows for easy adjustments as business needs evolve, ensuring seamless communication continuity

Outbound Campaigns

Assigning a phone number to a Campaign is easy, and is accessible via the “Settings” button in the Campaign view. Let’s take a look.

• Assigning & Reassigning Numbers to Campaigns:

  • Navigate to the Campaign View
  • Click Settings, then select a phone number from the available options
  • You can change this number at any time

• Multiple Campaigns on One Number:

  • You can assign multiple campaigns to a single phone number for consistency and simplicity
  • Alternatively, assign unique numbers to different campaigns for tracking purposes or targeted strategies

Cross-Functional Assignments

Shared Numbers for Inbound and Outbound Use:

• A single phone number can be assigned to both an inbound agent and outbound campaigns simultaneously
• Advantage: If a contact misses a call from a campaign and calls back, they will reach the assigned Inbound Agent instead of an outbound-only number

FAQs & Troubleshooting

General Questions

Can I assign the same phone number to multiple agents?

No, each inbound agent must have its own unique phone number. The system will notify you if a number is already in use.

What happens if I delete a phone number assigned to an agent?

The agent will also be deleted since inbound agents require a phone number to exist. If you want to keep the agent, ensure that you assign it a different number before deleting the desired number.

Can I assign the same phone number to multiple campaigns?

Yes, multiple outbound campaigns can share the same phone number. Alternatively, unique numbers can be assigned for tracking or strategic purposes.

Cross-Functional Use

Can I use the same phone number for both inbound agents and outbound campaigns?

Yes, and it is highly advantageous, e.g. if a contact calls back after receiving an outbound call, they will reach your inbound agent, ensuring a seamless experience.

What if I want to switch a phone number assigned to an inbound agent or campaign?

• For Inbound Agents: Go to the agent’s configuration settings and select a different available number.
• For Outbound Campaigns: Navigate to the campaign’s settings and reassign a new phone number.

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