With recent changes in compliance standards and recommended best practices, Numbers purchased through PhoneBurner will no longer geo-match by area code by default. If you believe your business needs meet the requirements for geo-matching services, you can request these be restored by our compliance team by filling out this form.
If geo-matching has been enabled for your account and you find that your numbers aren't geo-matching as expected, there are a few possibilities as to why:
- Geo-matching will match on the exact area code first if you have one that matches the contact you are calling. If you don't have a number that matches, PhoneBurner will use one of the other numbers in your number pool. With Number Pools it will instead choose a number at random from the pool you are calling with.
For example: On a professional account (without number pools), if you call a contact in UT (which have area codes 801, 435, and 385), if you don't own any of those numbers the system will randomly choose from the number pool you are dialing from.
In an account with Number Pools enabled, only numbers in the currently selected pool will be used - this means that if you have numbers that could be used to geo-match, but are not in the pool that is selected, they will not be used even if they are the closest match.
- Your numbers will be "locked" to a contact record once you have called the contact with that number to ensure they see a consistent presence; even if a new number is added that is a fit for geo-matching, the locked number will still be used as long as it is not paused and in the pool of numbers you are dialing with. (If you would like to reset the numbers so that you can have it choose randomly again, please contact support so it can be reset)
- For example: You have previously called a contact in UT in the 435 area code while you only had an 801 number in your pool. If you later add a 435 number to your pool, it will continue to use your 801 number as this is the number this contact has previously seen from you.
Sub-admin accounts do not have access to numbers as set up under the main admin account. If you are set up as a sub admin, the purchase for numbers would need to be made in your account or you would need to give up the sub-admin status.
Please sign in to leave a comment.