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Company Number

Updated

Introduction

A "Company Number" is a virtual number that is shared by all users on a LoftyWorks account. This is different from what is referred to as a "Personal Number" which is the virtual number that belongs to and is utilised by an individual user. A "Company Number" is simply a virtual number and does not have its own allocated usage. Each accounts can have only one personal number, but it can purchase multiple company numbers and be associated with the numbers it bought.

 

Summary

 

Company Number Settings

The Company Number settings are managed by the Company Owner/Admin by navigating to Settings > Company > Communication > Call & Text and selecting the Company Number tab.

Click Select a Number to pick a virtual number to be used as the Company Number. Click Configure Rule to determine how calls and text messages from phone numbers that do not belong to a contact are routed to users on your account. More information on the configuration logic is here: Unknown Contacts

Purchasing additional Company Numbers

The Account Owner can buy and assign Company Numbers to users within their organisation. 

To purchase, navigate to Settings > Company > Communication > Call & Text > Company Number > Buy New Company Number:

Only one Company Number can be assigned to each agent.

 

Outbound Logic

Outbound Manual Texts

If you have both a Personal Number and a Company Number, you will be able to choose between both options when sending a manual text message by selecting the From or the Sender Number drop-downs:

 

Outbound Auto Texts

Auto texts are those sent by Smart Plans and Welcome Texts. The setting for Sender ID to Display as connected to your dialler licence settings is what determines whether the Company Number or the Personal Number (if you have one) is set to send auto text messages. If you edit this option and choose a "Sender ID to Display", then that is the number that will be used for auto-texts. If you do not choose a "Sender ID to Display", then it will default to use the Personal Number if available and if not, it will use the Company Number as the secondary option.

 

Outbound Calls

You can choose to use any of the following when making an outbound call:

  • (a) Company Number
  • (b) Personal Number (requires upgrade)
  • (c) Bridge Number

 

Inbound Logic

Existing Contacts

Inbound calls/texts from EXISTING contacts will be sent directly to the user listed in the primary "Agent" role of a contact record:

Unknown Contacts

When a phone number that is not associated with a contact in the CRM calls your Company Number, you can set up rules to determine which agent receives the call.

Click Configure Rule to setup the routing.

Three options are available when configuring routing rules:

1. Blast Alert: Unknown inbound calls and texts will be routed to up to 5 selected agents.

Inbound Calls: The call will ring all available users simultaneously until one answers.
Unavailable users, on a busy line, or outside business hours) will not be notified. Once the call is answered, it will stop ringing for the others.
Inbound Texts: The text will be sent to all selected users.

2. [Default Option] Specific User: Routes calls and texts to one selected agent, as in the current online version.

3. Another Number: Routes the call or text to a specific bridge number.

Source & Tag

When a phone number that is not associated with a contact calls the Company Number and is not answered by the Agent, the notification will have the following information:

  • Source: (Source added to Company Number)
  • Phone Number:(Phone number that called)
  • An option to click to add as a new contact or associate with an existing contact
    • If this is being added as a New Contact, the contact's Source will be the Source applied to the Company Number and the Tag will be added to the contact's profile
    • If this is being associated with an existing contact, which already has a Source, the Source applied to the Company Number will be added to the contact's profile as a Tag and the Tag will also be added to the contact's profile as a Tag
      Reminder: A Contact may have many Tags, but only one (1) Source.

Chat->Unknown inbound channel

Call Notification

Scenario 1: If a call is answered, only the agent who picks up the call can see the record.
This agent will be the only one able to perform further actions or communications with the unknown number, such as creating a new contact, calling back, or texting back.

Scenario 2: If a call is not answered by any of the selected agents, all users can see the record of the missed call. At this point, the unknown number is considered "unclaimed".

  • Any selected agents can make further operations or communications with the unknown number.
  • Once any agent takes action, it will be considered a "claim", and the notification will be removed for all other users. This ensures that only one agent follows up with the contact, avoiding multiple users contacting the same contact.

Text Notification

The unknown IB text will be sent to all selected routing agents.
The record will be visible for all of them until anyone takes a 'claim' action.

Call and Text Routing Rule

Company Virtual Number supports customised routing rules for unknown inbound calls and texts. You can add up to 10 custom rules. Working priority: custom→default.

For Active Hours, select a day and time. It is not allowed to choose duplicate time with other rules.

Duplicate Phone Number

There are two different scenarios here:

Scenario 1

  • Multiple contacts have the same phone number
  • The primary agent on the contacts is the same user

If there are multiple contacts with the same phone number and their primary agent is the same, the call/text will be sent to that agent and a timeline record will be made on all the contact records for the contacts with that phone number.

 

Scenario 2

  • Multiple contacts have the same phone number
  • The primary agent on the contacts is not the same user

If there are different primary agents on contacts with the same phone number, the call/text will be sent to the agent who owns the contact that was created most recently and a timeline record will be made only on that contact's timeline within their contact profile.

 

FAQs

Because everyone will be using the same Company Number (technically, one virtual number), are there any limitations on how many people can use it simultaneously?

  • Texting. There is no limit to the number of text messages that can be sent/received simultaneously as the Company Number.
  • Calling. There is a limit (due to provider limitation) that no more than 50 inbound calls can be supported at the same time. If this limit is reached, the Company Number will no longer be able to answer calls. 

 

Is there a permission that can be set so that only certain team members can use the Company Number?

No, currently, there is no permission of this type meaning all users on a team can use it as long as it is configured.

 

How will a Company Number work with property on a business card or other marketing purposes?

A Company Number would likely not be effective in these scenarios because, according to the logic outlined above for "unknown contacts", calls/texts from individuals not in your database will have to be sent to one specific person meaning they would likely not make it to you if you are not that person. A "Personal Number" would be more appropriate for marketing uses.

 

Is there a permission that allows other users to edit Company Number settings?

No. Only the Team Owner/Admin can edit Company Number settings.

 

Questions?

If you have any questions about this topic or anything else, please get in touch with our Support Team. You can email us at <Support@LoftyWorks.com> or call us on +44 330 321 3500.

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