DID Number Management

After completing the purchase and allocation of the DID number, you can use the global virtual number for basic inbound and outbound calls.

1. DID number purchase

Log in to the NXcloud platform: https://www.nxcloud.com/login

1. Select DID number-number purchase

2. Select the DID number you want to purchase and click on the number to purchase.

3. After confirming the number information, click to place an order.

4. After selecting the payment method, click Pay to complete the number purchase.

2. Number unsubscription

1. Select the My Number menu.

2. Select the number you want to unsubscribe from and click Deactivate the number first.

3. After deactivating the number, click Delete number.

4. After completing the deletion, the number can be unsubscribed.

3. Configure the number for use in the call center

1. Select my number.

2. Select the number to be configured and click the Assign button.

3. Select Cloud Call Center (NXLink) in the number configuration pop-up window.

4. Call center synchronization number

Login to NXlink-Call Center

Operation entrance: Management-Call Center Management-My Number

Operation: Click Sync Number to synchronize the DID number purchased on the NXcloud platform to CC for use.

5. Call Center-Assigned Numbers

Operation entrance: Management-Call Center Management-My Number

operate:

1. Click Settings to open the pop-up window

 2. Select the agent group to which the number needs to be assigned. After assignment, members of the agent group can use this DID number to make calls.

3. Select whether the DID number calls in to the assigned agent group or the IVR process.

4. If you choose to assign to an agent group: the incoming call will be transferred to the agent group member selected in the second step.

After completing this step, you can perform basic incoming and outgoing calls.

5. If you choose to call in to the IVR process, you need to select a specific IVR process. Calling this number will be transferred to the configured IVR process for processing (IVR process configuration can be found later)

6. You can select a satisfaction survey for this call.

6. Voice management

Default description: When DID is set to call in to the agent group, and there is no available agent when an incoming call occurs (the agent is not online or all agents are busy), the call will be transferred to the voice mailbox by default and the default voice mailbox prompt tone will be played ( English)

Customized incoming call configuration: If you want to insert incoming calls into the queue and wait for an agent to answer when there is no available agent, you can customize the configuration in [Call Settings - Incoming Call Policy]

Custom Voice Prompts: The following prompts support user customization and can be configured/uploaded in [Call Settings → Voice Management]

• Queue Prompt: The audio prompt played when an incoming call enters the queue waiting for an agent to answer.
• On-hold Prompt: The audio continuously played during the waiting period in the queue.
• Voicemail Prompt: The audio prompt that guides the user to leave a message after entering the voicemail box.