Managing Inbound Numbers for In-Queue Callbacks

Purpose of this Document

This page describes the steps of maintaining the inbound numbers registered for in-queue and out of hours callbacks. These numbers are assigned to different IVR menus, which belong to different service queues. The calls are transferred over these numbers, so the customer calling the call center is able to reach the Buzzeasy IVR. Customers are offered a callback and scheduling options via the Buzzeasy IVR.

Inbound Numbers are provisioned by the Service Provider and being leased to the customers.

Inbound Numbers are created by Geomant personnel.

Creating a New Inbound Number

1. Navigate to IVR → Inbound Numbers.

2. Use the +New Inbound Number button to create a new entry.

3. Specify the details described below.

4. Click Submit to save the changes.

An inbound number has the following specifications:

Number	Specify the inbound number that is assigned to a specific company's IVR line.
Region	Specify the associated region with the inbound number.
Company	Choose the related company that takes the number in lease.
Number Type	Select the type of the newly created inbound number. It can either be a Cloud number or a Hybrid one.
Active	Check this box to enable the number.

Only distinct phone numbers can be saved.

Please be aware that Announcement Group and Custom Announcement Override options are disabled in case of Hybrid numbers. The announcement files has to be managed and configured locally, because it is not possible to upload and change the audio files through the portal if the IVR is at the customer's site.