Phone Number Management Overview
Effective phone number management is crucial for successful telephony operations. This includes acquiring numbers, configuring them properly, organizing them efficiently, and optimizing their usage.Number Acquisition
Importing Numbers
From Twilio: Import existing phone numbers from your Twilio account. This is the most common method. From Other Providers: Import numbers from other supported telephony providers. Validation: Imported numbers are validated to ensure they’re active and accessible. Configuration: Imported numbers can be immediately configured for use.Purchasing Numbers
Marketplace: Purchase new numbers through Freya’s marketplace (if available). Number Selection: Choose numbers based on area code, vanity patterns, or other criteria. Instant Availability: Purchased numbers are immediately available for configuration. Cost Management: Track costs associated with number purchases and monthly fees.Number Organization
Naming Strategy
Descriptive Names: Use clear, descriptive names that indicate purpose (e.g., “Main Support Line”, “Sales Hotline”). Consistent Convention: Use consistent naming conventions across all numbers for easy identification. Purpose-Based: Name numbers based on their primary purpose or use case. Department-Based: Organize numbers by department or team when applicable.Grouping and Tagging
Purpose Groups: Group numbers by purpose (support, sales, marketing, etc.). Campaign Groups: Group numbers used for specific campaigns. Regional Groups: Organize numbers by region or area code. Tags: Use tags for flexible filtering and organization.Number Configuration
Basic Configuration
Phone Number: The actual number (usually set automatically). Friendly Name: Descriptive name for dashboard display. Capabilities: Configure voice, SMS, MMS, and other capabilities. Status: Monitor number status (active, pending, etc.).Routing Configuration
Inbound Routing: Configure how inbound calls are handled (agent or workflow). Outbound Routing: Configure how outbound calls are initiated. Fallback Routing: Set up fallback options for when primary routing fails. Time-Based Routing: Configure routing based on time of day or day of week.Advanced Settings
Voice Settings: Configure voice-specific parameters and quality settings. Messaging Settings: Set up SMS/MMS handling and webhooks. Emergency Settings: Configure emergency call handling if required. Compliance Settings: Set up compliance-related configurations.Number Lifecycle
Acquisition Phase
Planning: Plan number needs based on expected usage and growth. Selection: Choose appropriate numbers for your use cases. Acquisition: Import or purchase numbers through appropriate channels. Initial Configuration: Configure numbers immediately after acquisition.Active Use Phase
Monitoring: Continuously monitor number usage and performance. Optimization: Optimize configuration based on usage patterns. Maintenance: Keep configurations up to date as needs change. Scaling: Add or remove numbers as usage patterns change.Retirement Phase
Evaluation: Periodically evaluate number usage and necessity. Migration: Migrate traffic from unused numbers before retirement. Cleanup: Remove or release numbers that are no longer needed. Documentation: Document retirement decisions and processes.Best Practices
Strategic Planning
Plan Ahead: Plan number acquisition based on business needs and growth projections. Right-Size: Acquire the right number of numbers - not too many, not too few. Cost Optimization: Balance number costs with operational needs. Scalability: Design number strategy to scale with business growth.Organization
Consistent Naming: Use consistent naming conventions for easy identification. Clear Purpose: Ensure each number has a clear, documented purpose. Regular Review: Periodically review number usage and organization. Documentation: Document number purposes and configurations.Configuration
Proper Setup: Configure numbers correctly from the start. Test Configuration: Always test number configuration before going live. Monitor Performance: Continuously monitor number performance. Update as Needed: Update configurations as needs evolve.Cost Management
Track Costs: Monitor costs associated with each number. Optimize Usage: Optimize number usage to control costs. Right-Size Inventory: Maintain appropriate number inventory levels. Review Regularly: Regularly review number costs and usage.Monitoring and Analytics
Usage Metrics
Call Volume: Track calls per number to understand usage patterns. Call Duration: Monitor average call duration per number. Success Rates: Track connection and completion rates. Cost per Number: Monitor costs associated with each number.Performance Analysis
Quality Metrics: Analyze call quality metrics per number. Routing Effectiveness: Evaluate how well numbers route to agents/workflows. User Satisfaction: Track user satisfaction metrics per number. ROI Analysis: Analyze return on investment for number usage.Troubleshooting
Common Issues
Numbers Not Working: Check provider connection, number status, and configuration. Routing Problems: Verify routing configuration and test with simulations. Cost Issues: Review number usage and optimize allocation. Quality Problems: Check network connectivity and provider quality.Maintenance
Regular Audits: Periodically audit number inventory and usage. Configuration Reviews: Review and update configurations regularly. Provider Management: Maintain good relationships with telephony providers. Documentation Updates: Keep number documentation current.Next Steps
Call Routing
Learn how to configure and optimize call routing for different scenarios.