Virtual Numbers

Toll-Free and Local Numbers

Virtual numbers are phone numbers without directly associated telephone lines. CINNOX offers toll-free and local virtual numbers to let your customers from anywhere across the globe call you at lower costs.

 

To view available Virtual Numbers:

  • From the navigation menu, go to Channels > Numbers, then click on the Virtual Numbers tab.

Requesting for Virtual Numbers

To request virtual numbers, contact our Sales Team at [email protected].

To know more about virtual numbers and how to manage them, click on the tooltip (ℹ) located at the Virtual Number page's top-left corner.

Virtual Number pageVirtual Number page

Virtual Number page

 

View and Edit Virtual Number Details

To view details of a Virtual Number:

  • From the navigation menu, go to Channels > Numbers, then click on the Virtual Numbers tab.
  • From the list of Virtual Numbers, click on the number you wish to view the details of.
    • You may also click on the vertical ellipsis icon ( ) on the rightmost side of the number, then click on Virtual Number Details.

The Virtual Number Details Page provides the following:

  • Basic Information
  • Routing Setting
    • Voicemail
    • Routing Rules
  • Sticky Routing
  • Engagement
  • Caller ID
Virtual Number DetailsVirtual Number Details

Virtual Number Details

 

Basic Information

The Basic Information section contains the following details:

  • Number: the assigned phone number that your visitors need to dial to reach you
  • Display Name (Optional): the nickname or descriptor of the virtual number
  • Type: the type of virtual number, i.e., whether it is toll-free or local
  • Country/Region: the country/region location of the virtual number
  • City: the city location of the virtual number
  • Expiry Date: the date will deactivate your virtual number
  • Last Updated Time: the date and time the details or settings of the virtual number were last updated
  • Last Updated By: the name of the staff member who last updated the details or settings of the virtual number
Virtual Number Basic InformationVirtual Number Basic Information

Virtual Number Basic Information

To edit a Virtual Number’s basic information:

  • Click on the Edit button. You can only edit the details in the Display Name field.
  • Click on Save after you’ve made the necessary changes.

 

Routing Settings

The Routing Settings section indicates how enquiries will be directed or distributed to the Destinations identified to handle the said enquiries. These rules apply if there is more than one Destination associated with a virtual number. They help your staff members provide customer support 24/7 effectively or according to your hours of operations.

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If Voicemail is enabled on any virtual numbers, you can only have one destination and select either "Alternative" or "Time" routing.

 

Voicemail

The voicemail feature in the Routing Setting section lets your visitors leave a voice message in cases where your agents are unavailable to attend to their enquiry. It is disabled by default.

Enabling Voicemail
To enable voicemail:

  • On the Virtual Number Details page, on the Routing Setting section, click on Edit.
  • Toggle the Voicemail button ON. A set of additional options will then appear.
Enable VoicemailEnable Voicemail

Enable Voicemail

Voicemail Greeting
CINNOX provides simple default voicemail greetings to select that you want to use from the dropdown box. This is the recording your visitors will hear before they can leave a message.

  • Under Voicemail Greeting, select to the voice greeting you want to use. By default, voicemail-greeting-english.wav is the chosen greeting that will play when the voicemail is enabled.
Default Voicemail GreetingDefault Voicemail Greeting

Default Voicemail Greeting

  • You can listen to the available greetings and select which one will fit in your voicemail.

Besides, CINNOX allows you to add your voicemail greeting via uploading an MP3 file or using Text-to-Speech powered by Google.

  • In the Voicemail Greeting pane, select (+) Add new greeting
Add New Voicemail GreetingAdd New Voicemail Greeting

Add New Voicemail Greeting

A pop-up window will display to upload a new greeting.

A. Audio File

  • Type the file name of the greeting to upload, a file name can be of any name but should not exceed 50 chars as the maximum limit.
  • Drag and drop the MP3 file or browse and select the location of the MP3 file to upload.
  • The MP3 must not exceed 10 MB as the maximum limit.
  • You may click the play button to listen to the uploaded audio file.
  • You may upload a different file to replace the current file if necessary.
  • Click the Create button to complete the steps of uploading an audio file greeting.
MP3 File Voicemail GreetingMP3 File Voicemail Greeting

MP3 File Voicemail Greeting

B: Text-to-Speech

  • Type the file name of the greeting to upload. A file name can be of any name but should not exceed 50 chars as the maximum limit.
  • Type or paste the text you want to convert to a voice message. It must not exceed 700 characters as the maximum limit.
TTS Voicemail GreetingTTS Voicemail Greeting

TTS Voicemail Greeting

  • You may click the play button to listen to the voice message.
  • To select the preferred language and Voice Name, click the settings gear icon to expand the page and display the Language and Voice Name drop-down list.
  • Select the language in the drop-down list
  • Select Voice Name in the drop-down list
  • You may click the play button to listen to the selected language and voice name
  • You may refine the text message to fine-tune the message if necessary.
  • Click the Create button to complete the steps of uploading a TTS greeting.
TTS Voicemail GreetingTTS Voicemail Greeting

TTS Voicemail Greeting

Once new call recording greeting uploaded, they will be available in the voicemail greeting dropdown list to be selected.

Updated Voicemail GreetingUpdated Voicemail Greeting

Updated Voicemail Greeting

Voicemail Files Automatic Deletion

  • Under Auto file deletion, select how often you want the voicemail files to be automatically deleted. The frequency can be any of the following:
    • Every week
    • Every two weeks
    • Monthly
    • Quarterly
Voicemail Files Automatic DeletionVoicemail Files Automatic Deletion

Voicemail Files Automatic Deletion

  • Click on Save. A pop-up message will appear, asking you to confirm the action.
  • Click on Confirm.
Update Virtual Number DetailsUpdate Virtual Number Details

Update Virtual Number Details

Disabling Voicemail
To disable voicemail:

  • On the Virtual Number Details page, on the Routing Setting section, click on Edit.
  • Toggle the Voicemail button OFF. A pop-up message will appear, asking you to confirm the action.
Disable VoicemailDisable Voicemail

Disable Voicemail

  • Click on Disable.
Disable VoicemailDisable Voicemail

Disable Voicemail

  • Back on the Routing Setting section, click on Save. A pop-up message will appear, asking you to confirm the action.
  • Click on Confirm.

 

Routing Rules

Routing rules may be any of the following:

  • Alternative routing
  • Percentage routing
  • Time routing

Alternative Routing

Alternative routing distributes incoming enquiries based on the order of Destinations. Using this rule, you can have up to five Destinations per Virtual Number. The order they are listed from top to bottom indicates their routing priority and succession (i.e., if a preceding Destination is unavailable or has timed out).

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If Voicemail is enabled on any of your Virtual Numbers, you can only have one Destination for that number as an alternate.

To view alternative routing rules:

  • On the Virtual Number Details page, on the Routing Setting section, click on Edit.
  • On the Routing rules dropdown box, select Alternative Routing. It will then display the list of Destinations associated with the Virtual Number.

To add a Destination:

  • Click on (+) Add Destination at the bottom of the list.
  • On the pop-up window that will appear, select the Destination you wish to add to the virtual number, then click on Add.
  • Back on the Routing Setting section, click on Save. A pop-up message will appear, asking you to confirm the action.
  • Click on Confirm.

To remove a Destination:

  • Click on the Trash icon beside the right side of the Destination. A pop-up message will appear, asking you to confirm the action.
  • Click on Remove.
  • Back on the Routing Setting section, click on Save. A pop-up message will appear, asking you to confirm the action.
  • Click on Confirm.

To rearrange the order of the Destinations:

  • Click on the dots on the left side of a Destination to drag and drop it up or down to your preferred order.
  • Click on Save. A pop-up message will appear, asking you to confirm the action.
  • Click on Confirm.

Percentage and Time Routing

Percentage routing distributes incoming enquiries at percentage value, while time-based routing distributes incoming enquiries using time allocation.

Please refer to the Percentage and Time Routing section of this Guide for more details.

 

Sticky Routing

Sticky Routing is a relationship established between a visitor and a specific staff agent. The open enquiry from the same visitor directly routes to the same staff agent.

Enabling Sticky Routing

To enable Sticky Routing:

  • On the Virtual Number Details page, on the Sticky Routing section, click on Edit.
  • Toggle the button ON. A set of additional options will then appear.
  • You may turn the second toggle button ON if you wish to forward the enquiry to a Destination when there are no staff members available to pick up the call.
  • On the dropdown box, select the number of days for the Sticky Routing binding period between the visitor and the staff member through this number. If there are no interactions between the two after the set number of days will remove the binding.
  • Click on Save. A pop-up message will appear, asking you to confirm the action.
  • Click on Confirm.

Disabling Sticky Routing

To disable Sticky Routing:

  • On the Virtual Number Details page, on the Sticky Routing section, click on Edit.
  • Toggle the first button OFF.
  • Click on Save. A pop-up message will appear, asking you to confirm the action.
  • Click on Confirm.

 

Engagement

Engagement lets staff members set the virtual phone number they are using as their Caller ID in Engagement mode when making outbound calls to customers or visitors.

Engagement is a CINNOX call feature that creates an engagement binding between a visitor and the staff member who called them using a virtual number. The next time the visitor calls using the same number, they will be directly routed to the same staff member who called them the first time.

When a staff member calls a visitor while in Engagement mode, the staff member will also have the option to save the visitor's contact details and create an enquiry room.

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The engagement mode feature only applies to local virtual numbers.

Enabling Engagement Mode

To enable Engagement Mode:

  • On the Virtual Number Details page, on the Engagement section, click on Edit.
  • Toggle the button ON. A set of additional options will then appear.
  • You may turn the second toggle button ON if you wish to forward the enquiry to a Destination when there are no staff members available to pick up the call.
  • On the dropdown box that will appear, select the number of days for the Engagement binding period between the visitor and the staff member through this number. If there are no interactions between the two after the set number of days will remove the binding.
  • Click on Save. A pop-up message will appear, asking you to confirm the action.
  • Click on Confirm.

Disabling Engagement Mode

To disable Engagement Mode:

  • On the Virtual Number Details page, on the Engagement section, click on Edit.
  • Toggle the first button OFF.
  • Click on Save. A pop-up message will appear, asking you to confirm the action.
  • Click on Confirm.

 

Caller ID

The Caller ID section lists the staff members who use the Virtual Number as the Caller ID when making outbound calls to visitors or customers.

You may allow staff members who are identified as Destination endpoints for a virtual number to automatically use the number as their Caller ID. Alternatively, you may also add or remove other staff members to the Caller ID allowlist.

Enabling Caller ID for Destination Staff Members

To enable Caller ID for staff members identified as Destination endpoints for the virtual number:

  • On the Virtual Number Details page, on the Caller ID section, click on the first Edit link beside the following option: Let Destination staff members use this Virtual Number as Caller ID.
  • Toggle the button ON.
  • Click on Save. A pop-up message will appear, asking you to confirm the action.
  • Click on Confirm.

Disabling Caller ID for Destination Staff Members

To disable Caller ID:

  • On the Virtual Number Details page, on the Caller ID section, click on the first Edit link beside the following option: Let Destination staff members use this Virtual Number as Caller ID.
  • Toggle the button OFF.
  • Click on Save. A pop-up message will appear, asking you to confirm the action.
  • Click on Confirm.

Adding and Removing Staff Members in the Caller ID Allowlist

You may edit the virtual number’s Caller ID list to add or remove staff members:

  • On the Virtual Number Details page, on the Caller ID section, click on the second Edit link beside the following option: Manage staff members using this Virtual Number as their Caller ID.
  • To add a staff member, select their name from the dropdown list that will appear.
    • If you wish to add all staff members, select All staff from the dropdown list.
  • To remove a staff member, click on the (X) button beside their name.
  • Click on Save. A pop-up message will appear, asking you to confirm the action.
  • Click on Confirm.

Updated about a month ago


Virtual Numbers


Toll-Free and Local Numbers

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