Managing Virtual Numbers

Toll-free and Local Numbers

A virtual number, or a telephone number without a directly associated telephone line, lets your customers from across the globe call you at lower costs. M800 offers toll-free and local virtual numbers.

maaiiconnect routes visitor inquiries through the M800 toll-free/local numbers to any of the following destination types:

  • PSTN Phone
  • SIP Trunk
  • maaiiconnect Staff

Alternatively, you can enable the voicemail to let your visitors leave a voice message.

Virtual Number Main Page

  • To open the Virtual Number page from your dashboard, go to Channel Manager > Virtual Number.

Requesting for Virtual Numbers

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

  • Once your request has been processed, your account manager will provide confirmation.
  • Back on your maaiiconnect dashboard, click Refresh. If no virtual number(s) appears on the page, contact your account manager to re-confirm.

To know more about Virtual Numbers and how to manage them, click on the :information-source: tooltip that is located on the top left side of the page.

Virtual Number Tooltip

Viewing and Editing Virtual Number Details

  • From the Virtual Number page, click the specific virtual number you want to display the details of.

Virtual Number Details

The Virtual Number Details page contains the following:

  • Virtual Number: this is assigned the phone number that your visitors need to dial to reach you.
  • Type: indicates if the virtual number is local or toll-free.
  • Country/Region: indicates the country/region where the virtual number is located.
  • City: indicates the City where the virtual number is located.
  • Expiry Date: indicates the date when your virtual number service will be deactivated.
  • Voicemail: indicates if the voicemail feature is enabled. Voicemail lets your visitors leave you a voice message when their call not answered.
  • Destination: lists the staff members (agents) of your customer service that will be able to answer the visitor inquiry. Note that If you do not set any routing rules, inquiries will be routed sequentially from top to bottom of the Destination list.
  • Routing Rules: indicates how inquiries will be distributed based on the percentage of inquiry volume or time of day. This feature is only enabled when the virtual number is set to have more than one Destination, or if Voicemail is enabled.
  • Sticky Routing : indicates if Sticky Routing is enabled. 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.
  • Click the Edit button at the bottom of the page to add or change Destinations, enable/disable Voicemail, use Routing Rules, or enable/disable Sticky Routing.

Edit Virtual Number Details

Voicemail

The voicemail feature 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:

  • Click the grey (disabled) toggle button to switch it on. Additional settings will appear below it.
  • On Voicemail Greeting, select the audio recording that you want to use. This is the recording your visitors will hear before they can leave a message.
  • On Voicemail Files Automatic Deletion, select how often do you want the voicemail files to be automatically deleted. The frequency can be one of the following:
    • Every week
    • Every 2 weeks
    • Monthly
    • Quarterly

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Notes:

  • 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.

Disabling Voicemail
To disable voicemail:

  • Click the green (enabled) toggle button to switch it off. A pop-up message will appear, asking you to confirm the action.
  • Click Disable.

Destination

Virtual Numbers with multiple destinations route customer inquiries to the succeeding destinations on the list if the first one is unavailable or has timed out.

By having multiple destinations in a Virtual Number, missed inquiries can be minimized.

Adding a Destination
To add a destination:

  • Click on the (+) button located at the right side of the Add Destination field. A pop-up window will display a list of created destinations to choose from.
  • Search or scroll up/down the destination list, select a destination, then click Add.

Add a Destination

Removing a Destination
To remove an added destination:

  • Click on the trash icon beside it. A pop-up window will appear to confirm the removal.
  • Click Remove.

Remove a Destination

Creating a Destination
To learn more about creating a new Destination, please refer to the How to Create a New Destination section of this Guide.

Note: You can add up to five Destinations per virtual number, provided that Voicemail is disabled.

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 the Sticky Routing function, click the grey (disabled) toggle button to switch it on.

Enabled Sticky Routing

Disabling Sticky Routing

  • To disable the Sticky Routing function, click the green (enabled) toggle button to switch it off.

Disabled Sticky Routing

  • Click Save in order for the changes made in the Virtual Number details to take effect. A pop-up message will appear, asking you to confirm the action.
  • Click Confirm.

A green box with the message "Number details updated." will appear at the top of your screen.

Routing Rules

Add two or more Destinations on your Virtual Number, or enable Voicemail, to use the Routing Rules. Routing rules help enable your staff to provide customer support 24/7 effectively, or according to your hours of operation.

Refer to the Routing Rules section of this Guide to know more about using routing rules, as well as which type (Percentage Routing of Time-based Routing) is best to use for your customer service teams or groups.

Updated 25 days ago


Managing Virtual Numbers


Toll-free and Local Numbers

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