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Numbers Custom Settings

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By default,the account preferences that you set up when you first configured your Talkdesk account are applied to all your phone numbers. However, you can configure different settings per phone number. 

Note: If you are using Talkdesk® Studio™, depending on how the components are configured, some of these settings may not be applicable.

Enabling customizable phone number settings

To override the account settings for a specific phone number, follow the steps below:

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  1. Log into Talkdesk as an administrator [1]
  2. From the Numbers tab, select the phone number that you would like to customize [2].
  3. Select the  Custom Settings tab [3].
  4. Next to “Override Account Settings”, select Yes [4]
  5. Configure the number-level settings according to your needs.
  6. Click Save at the bottom of the page to finalize any changes. 

Note: Certain settings appear at multiple levels within Talkdesk. For example, “Number of Agents to Ring” is configurable at account preferences, number settings, and within flows. 

These settings interact on a “specific beats general” basis, meaning specific settings that are narrower in scope beat those which function more generally. In practice, this means that the routing settings configured at the account level are overridden by settings specific to numbers, and those number-level settings are further overridden by those specifically within a flow.

 

The following sections describe the settings available on this page.

Time Zone

The time zone associated with the number.

Business Hours

You can specify working hours for each day per phone number. By default, calls that come in outside business hours, will hear the Outside Business Hours Message and go to voicemail. If no rules are defined, the number inherits the hours configured at the account level. 

Call Settings

Allows you to define features active during calls, as defined below. 

Inbound Call Recording Enabled. Defines the enablement for inbound call recording. 

  • When Yes, enables recording for inbound calls.
  • When No, disables recording for inbound calls. 

Outbound Call Recording Enabled. Defines the enablement for outbound call recording. 

  • When Yes, enables recording for outbound calls.
  • When No, disables recording for outbound calls. 

Agent-initiated Pause Recording. Defines whether agents can manually pause recordings mid-conversation. This feature prevents sensitive information (credit cards, Social Security numbers) from being preserved in your records. 

  • When Yes, allows agents to stop and resume recording for calls through a pause button present in the UI.
  • When No, call recordings cannot be paused. The pause button is removed. 

Routing Settings

Allows you to configure routing behavior for the number. 

Number of Agents to Ring. Defines how many agents Talkdesk will ring for each call. Eligible agents are rung based on the parameters expressed in “How are calls routed?”.

Intelligent Reconnect Enabled. Gives callers the chance to resume their previous conversation.

  • When Yes, callers will be intelligently routed to their previous agent (or the previous queue, if the agent is unavailable) if they call back within 5 minutes of being disconnected. 
  • When No, callers will be put at the top of the queue.

Customer Caller ID Enabled. This option allows the original caller ID to be shown to your Agents when answering calls on external devices.

  • When Yes, the number displayed on the agent’s external phone will be the contact person’s specific caller ID.
  • When No, the number displayed will be the contact’s Talkdesk business phone number.

Queue Settings

Defines the features and behavior related to calls that enter the waiting queue.

Queue to Voicemail. Allows customers to route themselves to voicemail instead of remaining in the waiting queue. Learn more at “Activating the Queue to Voicemail”.

  • When Yes, customers can enter the digit configured in “Digit to press” to go to voicemail. 
  • When No, this feature is disabled. 

Queue Callback. Allows customers to request a callback instead of remaining in the waiting queue. Learn more at “Activating the Queue Callback”.

  • When Yes, customers can enter the digit configured in “Digit to press” to place their callback request. 
  • When No, this feature is disabled.

Ringing Timeout. Enables you to define the maximum amount of time for an incoming call to ring an agent’s device before being rerouted back to the queue or voicemail. The 35 seconds default timeout can be increased or decreased

Maximum Queue Size. Defines whether or how many calls can enter the queue before getting routed to voicemail.

  • When a number, calls will queue up to that number. Subsequent calls will go to voicemail rather than enqueue. 
  • When Disabled, all calls will go to voicemail rather than enqueue. 
  • When Unlimited, no calls will go to voicemail. Calls will enqueue regardless of how many calls are already enqueued. 

Forced Queueing Enabled. Forces callers to enter the queue during business hours regardless of agent availability. Learn more at “Forced Queueing”. 

  • When Yes, callers remain in the waiting queue during business hours, even if all agents are offline.
  • When No, callers will go to voicemail if no agents are in a valid status. 

Metrics Settings

Defines the metrics associated with the number.

Service Level Threshold. Defines the time in seconds the call must be answered before it negatively impacts your service level. Learn more at “Configuring your Service Level”.

Filter Short Abandoned Calls. Defines the minimum time required for abandoned calls to not be considered Short Abandoned. Learn more at “Short Abandons”.

 

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