Phone numbers

An agent that makes calls needs a number to call from. Future Ready sets up your company’s numbers. You choose which of them each agent uses, and a campaign calls from the numbers of its agent.

Choose an agent’s numbers

1. Open the agent and go to its Settings tab.
2. Under Calls from, tick the numbers it should use.

Each number has a note under it:

• Also used by another agent. Agents that make calls can share a number.
• Not used by any agent yet.
• An agent that answers calls has the number under Number it answers, so no agent can call from it.
• Can’t be used right now. Contact Future Ready.

Number changes save straight away. They don’t pause campaigns, unless you take off the last number.

A few things help you choose:

• Use a number that suits the country you call. A number may not be allowed to call every country.
• Under When someone calls back, enter the direct line for your team. It can’t be a number that rings an agent. If a lead rings back one of the agent’s numbers, an AI assistant says who called and puts them through. Without a direct line, the call doesn’t go through.

The campaign’s numbers

A campaign has no numbers of its own. On the campaign form and the Overview tab, Calls from lists its agent’s numbers. To change them, change the numbers on the campaign’s agent. It is the campaign’s own copy, so changing the original agent doesn’t change it. On the campaign form, a link under Calls from takes you to the right agent.

When no number can call

A campaign can’t start without a number. Before it can start says the agent has no number to call from. Give the agent one in its settings. If your company has no numbers yet, contact Future Ready.

A running campaign pauses if:

• you take the agent’s last number off. You are asked to confirm, and you start the campaign again once the agent has a number.
• none of the agent’s numbers can call. Only Future Ready can turn them back on.
• the numbers aren’t allowed to call the country the campaign calls.
• the phone provider refuses the number it calls from.

The Needs you card on Home says which one. The campaign page says so too, but shows Paused by the system when the numbers can’t call that country. For the last three, contact Future Ready. Then choose Resume calling.