Virtual Numbers

Toll-Free and Local Numbers

Virtual numbers are phone numbers without directly associated telephone lines. maaiiconnect offers toll-free and local virtual numbers to let your customers from anywhere across the globe call you at lower costs.

To view available Virtual Numbers:

  • From the navigation menu, go to Channels > Numbers then click on the Virtual Numbers tab.

Requesting for Virtual Numbers

To request for virtual numbers, contact our Sales Team at [email protected].

To know more about virtual numbers and how to manage them, click on the tooltip (ℹ) located at the Virtual Number page's top-left corner.

Virtual Number page

 

View and Edit Virtual Number Details

To view details of a Virtual Number:

  • 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.

The Virtual Number Details Page provides the following:

  • Basic Information
  • Routing Setting
    • Voicemail
    • Routing Rules
  • Sticky Routing
  • Engagement
  • Caller ID

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 where the virtual number is located
  • City: the city where the virtual number is located
  • Expiry Date: the date when your virtual number service will be deactivated
  • 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

Virtual Number Basic Information

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 inquiries will be directed or distributed to the Destinations identified to handle the said inquiries. These rules apply if there is more than one Destination associated with a virtual number. They help your Staff members provide customer support 24/7 effectively or according to your hours of operations.

 

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 inquiry. It is disabled by default.

Enabling Voicemail
To enable voicemail:

  • On the Virtual Number Details page, on the Routing Setting section, click on Edit.
  • Toggle the Voicemail button ON. A set of additional options will then appear.
  • Under Voicemail Greeting, select the audio recording you want to use from the dropdown box. This is the recording your visitors will hear before they can leave a message.
  • Under Auto file deletion, select how often you want the voicemail files to be automatically deleted. The frequency can be any of the following:
    • Every week
    • Every two weeks
    • Monthly
    • Quarterly
  • Click on Save. A pop-up message will appear, asking you to confirm the action.
  • Click on Confirm.

📘

Voicemail is only available for Virtual Numbers.

If Voicemail is enabled on any of your Virtual Numbers, you can only have one Destination for that number as the routing.

Disabling Voicemail
To disable voicemail:

  • On the Virtual Number Details page, on the Routing Setting section, click on Edit.
  • Toggle the Voicemail button OFF. A pop-up message will appear, asking you to confirm the action.
  • Click on Disable.
  • Back on the Routing Setting section, click on Save. A pop-up message will appear, asking you to confirm the action.
  • Click on Confirm.

 

Routing Rules

Routing rules may be any of the following:

  • Alternative routing
  • Percentage routing
  • Time routing

Alternative Routing

Alternative routing distributes incoming inquiries based on the order of Destinations. Using this rule, you can have up to five Destinations per Virtual Number. The order they are listed from top to bottom indicates their routing priority and succession (i.e., if a preceding Destination is unavailable or has timed out).

📘

If Voicemail is enabled on any of your Virtual Numbers, you can only have one Destination for that number as an alternate.

To view alternative routing rules:

  • On the Virtual Number Details page, on the Routing Setting section, click on Edit.
  • On the Routing rules dropdown box, select Alternative Routing. It will then display the list of Destinations associated with the Virtual Number.

To add a Destination:

  • Click on (+) Add Destination at the bottom of the list.
  • On the pop-up window that will appear, select the Destination you wish to add to the virtual number, then click on Add.
  • Back on the Routing Setting section, click on Save. A pop-up message will appear, asking you to confirm the action.
  • Click on Confirm.

To remove a Destination:

  • Click on the Trash icon beside on the right side of the Destination. A pop-up message will appear, asking you to confirm the action.
  • Click on Remove.
  • Back on the Routing Setting section, click on Save. A pop-up message will appear, asking you to confirm the action.
  • Click on Confirm.

To rearrange the order of the Destinations:

  • Click on the dots on the left side of a Destination to drag and drop it up or down to your preferred order.
  • Click on Save. A pop-up message will appear, asking you to confirm the action.
  • Click on Confirm.

Percentage and Time Routing

Percentage routing distributes incoming inquiries at percentage value, while time-based routing distributes incoming inquiries using time allocation.

For more details, please refer to the Percentage and Time Routing section of this Guide.

 

Sticky Routing

Sticky Routing is a relationship established between a visitor and a specific agent, such that the next inquiry from the said visitor will be directly routed to the same agent.

Enabling Sticky Routing

To enable Sticky Routing:

  • On the Virtual Number Details page, on the Sticky Routing 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 inquiry to a Destination when there are no Staff members available to pick up the call.
  • On the dropdown box, select the number of days for the Sticky Routing 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 Sticky Routing

To disable Sticky Routing:

  • On the Virtual Number Details page, on the Sticky Routing 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.

 

Engagement

Engagement lets you allow Staff members to set the virtual phone number they are using as their Caller ID in Engagement mode when making outbound calls to customers or visitors.

Engagement is a maaiiconnect call feature that creates an engagement binding between a visitor and the Staff member who called them using a virtual number such that 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 inquiry room.

📘

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 inquiry 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, 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, 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

The Caller ID section lists the Staff members who use the 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.

Updated 12 days ago


Virtual Numbers


Toll-Free and Local Numbers

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