Virtual Numbers

Virtual numbers are phone numbers without directly associated telephone lines. CINNOX offers toll-free and local virtual numbers to let your customers from 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

Enabling and disabling Call System

CINNOX Call System aims to enhance the quality of handling call enquiries using Automatic Call Distribution (ACD) and prompts, namely Greeting Prompt, Waiting Prompt, Voicemail Prompt and End Prompt.

When Call System is enabled, the ACD distributes the incoming calls in either simultaneous or fixed order mode with various Destination Types and their Endpoints. At the same time, Prompt Settings is also enabled with Routing Rules.

ACD is wired with Prompt Settings that boost visitors' and customers' interactions and experiences with your call support team.

Enabling Call System

• Navigate to Channels > Numbers > Virtual Numbers tab.
• Click on Enable Call System.

 

• Click on Confirm. The call system is enabled.

 

Disabling Call System

• Navigate to Channels > Numbers > Virtual Numbers tab.
• Click on Disable Call System.

 

• Click on Confirm. The call system is disabled.

 

How to view details of a Virtual Number:

• Sign in to your CINNOX Dashboard.

• Navigate to Channels > Numbers > Virtual Numbers tab > More (...) > Virtual Number Details.

 

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Due to telecom regulations varying from place to place, Virtual and Service Numbers set as a Caller ID or SMS Sender ID are not guaranteed to display to recipients.

Basic Information

The Basic Information section contains the following details:

• Number: the assigned phone number that your visitors need to dial to reach you
• 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: 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: the date and time the details or settings of the virtual number were last updated
• 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 Name (Optional) 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.

 

Using Prompts

Prompts are audio files played at various points within the call process. You can add prompts in the Routing Setting when the Advanced Call System is enabled.

Case 1: When the Advanced Call System is enabled

• Click on Edit for Prompt Setting.

 

• Toggle on Greeting Prompt and Choose Voicemail & Voicemail Prompt / End Prompt as required.
• Click on the drop-down list to choose the required prompt or Add new prompt to upload a new prompt if required.
• Click on Confirm.

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The audio files of Greeting Prompt, Waiting Prompt, Voicemail & Voicemail Prompt and End Prompt available to select in Prompt Settings were added on Prompt page. Refer to Prompt for more details.

 

• Click on Save when all settings are completed.

Case 2: When the Advanced Call System is disabled

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.

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• When the Advanced Call System is disabled, only Voicemail & Voicemail Prompt are still available and inherits the settings done before the Advanced Call System was disabled

 

Engagement (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 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, in 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 no staff members are 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, the binding will be removed.

 

• 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, in the Engagement section, click on Edit.
• Toggle the first button OFF.

 

Caller ID (Local Numbers)

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Due to telecom regulations varying from place to place, Virtual and Service Numbers set as a Caller ID or SMS Sender ID are not guaranteed to display to recipients.

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 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 beside the following option: 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 beside the following option: 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 beside the following option: Manage staff members using this Virtual Number as their Caller ID.

 

• To add staff members, select their names from the dropdown list that will appear.
• If you wish to add all staff members, select All staff from the dropdown list.

 

• To remove staff members, click on the (X) button beside their names.
• 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 adds the required basic information about the channel.
• Click on the Save button, and the customised info appears on the Channel Custom Info.

 

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

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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.