Create a number pool that routes to “Call Group”

Summary

This video explains how to create a Number Pool in PhoneBurner that can be used as outbound caller IDs, with inbound calls routed to a designated Call Group. Key steps include:

1. Access Call Group Settings:

   • Click on your initials in the upper-right corner.
   • Select Inbound under Settings and then click on Call Groups.

2. Create a Call Group:

   • Click Add Call Group and provide a descriptive name (e.g., "Northeast Territory").
   • Select the team members who will handle inbound calls.
   • Assign a Fallback Number (e.g., your sales or support line) in case no team members are available.

3. Assign or Purchase Numbers:

   • After creating the Call Group, either assign it to an existing Number Pool or purchase new numbers.
   • To purchase numbers, select desired area codes, review charges, and place your order.

4. Configure the Number Pool:

   • In Number Settings, confirm the Call Group is properly assigned to the Number Pool.
   • If you have Local Presence enabled, you can activate it for this pool.

5. Dial Session Integration:

   • Team members can select the Number Pool as their outbound caller ID during a dial session.
   • Any callbacks will automatically route to the designated Call Group, ensuring no missed opportunities.

This setup helps manage outbound caller IDs while ensuring callbacks are directed to the right team members or a fallback line for optimal coverage.

Tags

number pools, call groups, outbound caller ID, inbound call routing, PhoneBurner training, call management, sales strategy, customer communication, local presence, productivity tips

Cleaned-Up Transcript

When making calls using PhoneBurner, we need to display a caller ID to your contacts. In this training, I'll show you how to create a Number Pool that can be used for outbound caller IDs, while ensuring callbacks are routed to a group of users on your account.

Creating a Call Group

1. Click on your initials in the upper-right corner of your PhoneBurner account.
2. Select Inbound under Settings.
3. On the left side, click Call Groups.
4. Click Add Call Group and give it a descriptive name, such as "Northeast Territory."

Next, select the team members who will handle inbound calls — for example, Heather, Sarah, Gary, Liz, and Tina.

You'll also need to assign a Fallback Number in case no team members are available. This must be a verified number in your PhoneBurner caller ID library. For example, I’ll choose my general sales line. Once that’s selected, click Save.

Assigning or Purchasing Numbers

Now that the Call Group is created, you can either assign it to an existing Number Pool or purchase new numbers.

To purchase numbers:

1. Click Buy next to the Call Group.
2. Select the desired area codes for your outbound calls (e.g., New Jersey and New York).
3. Review the charges and place your order.

Once the order is placed, your new numbers will automatically be assigned to the selected Call Group.

Configuring the Number Pool

In Number Settings, you can view and edit the Number Pool. Confirm that your newly created Call Group is properly assigned, and if desired, activate the Local Presence feature for this pool.

Using the Number Pool in a Dial Session

When team members start a dial session, they can select the Northeast Territory Number Pool as their outbound caller ID. Any callbacks to those numbers will be routed to the designated Call Group.

If no team members are available to answer, those calls will automatically route to your fallback number — ensuring no potential leads or customer inquiries are missed.

That's how easy it is to set up a Number Pool that efficiently routes callbacks to a designated group on your team. Thanks for taking the time to watch this video, and happy dialing!