Note: Inbound DIDs have been moved from DS Management over to Workspace for Salesforce organizations where they are managed using Extensions, Phone Numbers, Queues, and (if installed) Call Flows.
Functionality from our legacy inbound product was migrated to Call Flows. This was the main tab of the Inbound DID section. It displayed all settings for each inbound line provisioned for your company before being migrated.
Note: Voicemails left on an inbound number will always be sent to the email in the "Email" field, even if the assigned users are inactive. If a user with an inbound line leaves, consider changing the email to that of an active user or group to ensure voicemails can be retrieved. If the "Email" field is empty, callers won't be prompted to leave a voicemail.
- DNIS: the inbound line that prospects will dial to reach you through Conquer Voice;
- Agent Timeout: the amount of time a caller will present to each agent before moving to the next available agent;
- Hold Timeout: the amount of time a caller can spend on hold before being sent to Rollover Mode;
- Rollover Mode: what happens after the Hold Timeout expires;
- Email: voicemail messages left by callers are sent to this email address;
- Name: the name of the inbound line.
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Options: set the inbound greeting, the voicemail greeting, and whether agents receive an audible ring when a caller is presented to them;
- Agent Group: assign either a single agent or an agent group to the inbound line. Calls to this DID will not ring if it's not assigned;
- Failover Groups: assign agents or groups for the call to be passed to if all agents in the Agent Group are busy;
- Inbound Groups: adjust display settings including disposition group and banner;
- Delete: delete the inbound line. Don’t click this unless instructed to do so by a member of the Conquer Support Team or Implementation team.
Agent Timeout
Agent timeout is measured in seconds and assigned from the drop-down menu. Callers will serve to the agent with the greatest idle time first, then round robin to the next available agent if the first agent doesn’t answer the call before the designated time elapses.
Hold Timeout
Hold timeout is measured in seconds and assigned from the drop-down menu. This limits how long callers will wait on hold before being sent to Rollover.
Rollover Mode
This is what happens to a call if the caller hits the Hold Timeout limit without their call being answered. Currently, Voicemail is the only available option.
If a caller leaves a voicemail, the voicemail message is sent as an audio file attachment to this email address. Double click the email address to enter a new address, and press Enter to save.
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