Description
This feature/setting gives CTM Phone System users the ability to choose their outbound number. It will display a drop-down menu in the softphone that pulls up a list of numbers they can choose from as their outbound number when set up. This has various use cases:
Can be used to match the area code of the outbound number with the caller’s area code
Can be used to match the tracking number they called into
If the client has multiple businesses or locations, allows an agent to swap between different outbound numbers assigned to a specific business/location mainline
Why?
It can be very difficult to get people to answer the phone, especially when it's a number they don’t recognize. This can help companies to get a higher answer rate. They can match an area code or even the specific tracking number, so it will be a number the customer recognizes.
1. Set a “default” outbound number for each user
Go to “Settings” → “Manage Users”
In the “Outbound Number” column select “Click to Edit”
Select the appropriate number from the drop-down
The number chosen will still be the CSRs default outbound number
Note: It must be a number that is added to the “Best Match” Settings which is done in the next steps
2. Enable Best Match
Go to “Settings” → “Teams (Phone Settings)”
Select the Team you want to update
Go to the “Making Calls” block and check “Enable Best Match”
Make sure the “Allow Agents to Toggle Best Match on/off” box is checked
Click on “Edit Assigned Tracking Numbers”
Add the numbers you want to be outbound options
Click “Save Changes”
3. Have Each CSR turn the toggle off in the softphone settings
Go to settings in the softphone
Turn “Use Best Match When Dialing” to OFF
Note: All CSRs will have to do this to have access to the dropdown
4. Check to see that it is working
Insert a number into the softphone
A dropdown should appear in the outbound number section
Click the outbound number and check that all numbers are there
Video Walkthrough: