Assigning a phone number to an agent or a grouped line can be done within the Kixie Dashboard.
First, you'll want to:
- Log into Kixie.com
- Click on 'Manage' located in the left menu tab
- Click 'Numbers'
- Click into 'Kixie Numbers.'
Assigning or Reassigning a Phone Number
- Click on the Phone Number Highlighted in blue.
- If the Type is 'Unallocated', then you are assigning an unused phone number to a Destination Name.
- If the Type is already assigned, then you can follow these steps to reassign the phone number to another Destination Name.
- In this example, we will be routing this number to a Ring Group. Select the "Number For" field to choose who or where this number is assigned to.
- Select "Group" on the Number For field and then select the group's name that has already been created. Then click Save.
- If you were assigning this to an agent, select the "Agent" on the Number For field and select which agent to assign this number to.
- The phone number is now successfully assigned and routing to a Ring Group.
The Kixie Number's page will show you all the phone numbers on your entire account. You can simply identify the type of phone number and where it's routing to by checking the columns below:
- Type: Determines if a phone number is assigned for a single agent as their direct line or if the phone number is assigned to a grouped line (where multiple agents can receive calls from this line). Please refer to the different classifications of "Type" below:
- Agent: If the Type is set to an Agent, then that means the phone number is being used as a direct line for a specific agent. For example, an agent's direct work number.
- IVR: If the Type is set to an IVR (Interactive Voice Response), then the phone number is assigned to one of the 3 different grouped lines. This is often used if you have multiple departments and you would like to give the customer options to route to the right team / people. For example, Press 1 to connect with Sales, Press 2 to connect with Customer Service, Press 3 to connect with Billing and Collections.
- Queue: second type of a grouped line. This is often used for a Customer Service line. Where you expect to receive a high volume of inbound calls, the Queue will place callers into a waitlist, then they will connect with the first available agent.
- Ring Group: third form of a grouped line. This is often used for a Sales Team. Where customer's call in and it rings all agent's devices either simultaneously or in a specific order so your team can quickly jump on inbound calls.
- Unallocated: an active phone number on your account that is not assigned to anyone or any where. It is ready for use, you just need to assign it to an agent or a grouped line of your choice.
- Phone Number: Displays the active phone number that has been purchased to your account.
- Destination Name: Determines where the number is going to. For example, if the Type of number is 'Agent', then the Destination Name will tell you the agent's name that has this number.
- Status: Displays whether a number is currently Active on the account or not.
- Active: The phone number is ready to be used and assigned to someone.
- In Progress: A phone number will show as In-Progress if you have a submitted a port-in LOA. This is essentially trying to port-in a phone number that already exists and is supported by another carrier. Porting-in a number into Kixie will take some time as these numbers are transitioning Carriers. Resulting in the status as In-Progress.