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.

Requesting for Virtual Numbers

To request virtual numbers, contact your Account Manager or our Sales Team at [email protected].

Manage Virtual Number

To view details of a Virtual Number:

  • Sign in to your CINNOX Dashboard
  • 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.

 

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

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 more than one Destination is associated with a virtual number. They help your staff members provide customer support 24/7 effectively or according to your hours of operations.

Select the Routing Rule and add Destinations based on the operational support to your channel.
Please check our detailed guide Alternative, Percentage, Time and Sticky Routing for more information.

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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.

To enable voicemail on any of your toll-free or local numbers, refer to the Voicemail section of this Guide.

Enable VoicemailEnable Voicemail

Enable Voicemail

 

Engagement (Virtual Local Numbers)

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 (Local Virtual Numbers)

The Caller ID section lists the staff members who use the Local 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.

 

Channel Custom Info

Channel Custom Info allows you to add your channel details that your staff would see in the call screen and enquiry chat room whenever they are serving an enquiry. The custom info can be about the standard procedure or operation details of handling the enquiry.

  • Click on the edit button.
  • Toggle ON to Enable the Channel Custom Info.
  • A blank space appears to add the required basic information about the channel.
  • Click on the Save button, the customised info appear on the Channel Custom Info.
Custom Channel Info SettingCustom Channel Info Setting

Custom Channel Info Setting

The custom info is displayed on the staff side at the call screen's left side window and in the chat room for the call enquiry.

Staff View - Custom Channel InfoStaff View - Custom Channel Info

Staff View - Custom Channel Info

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Important Notes

  • Channel Custom Info can be customised per Number.
  • Channel Custom Info is only available for inbound service.
  • In addition to Directory weblink, Channel Custom Info does not apply to other agent weblink and campaign weblink.
  • The system is limited to 10,000 characters; if exceeded, the chatbot message will not be sent.
  • Channel Custom Info will still be displayed as chatbot messages in the room of missed enquiry.

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