Create a number pool that routes to “External Number”

Summary

This video explains how to configure a Number Pool in PhoneBurner that routes all callbacks to an external number outside of the PhoneBurner system. Key steps include:

1. Add a Caller ID to Your Library:

   • Click on your initials in the upper-right corner.
   • Go to Dial Session under Settings.
   • Select Caller ID and click Add Caller ID.
   • Enter a label and phone number, then verify it by entering the code provided during the automated call.

2. Create a Number Pool:

   • Go to Numbers under Settings and click Get Numbers.
   • Select desired area codes (e.g., California and Colorado) and the number of phone numbers needed.
   • Place the order to generate the new Number Pool.

3. Edit the Number Pool Settings:

   • Go to your newly created Number Pool.
   • Rename the pool with a clear, descriptive name to help your team identify it (e.g., "Forwarded to Office").
   • Set the Routing Strategy to External Number.
   • Select the verified Caller ID you want callbacks routed to.
   • Choose between Random rotation or Local Presence (if activated on your account).

4. Using the Number Pool in a Dial Session:

   • Team members can select the new Number Pool as their outbound Caller ID when starting a dial session.
   • Any callbacks to those numbers will automatically route to the designated external number.

This setup ensures that callbacks are efficiently managed and routed to an appropriate phone number outside of PhoneBurner.

Tags

number pools, external call routing, outbound caller ID, callback management, PhoneBurner training, call strategy, sales productivity, customer communication, local presence, phone number setup

Cleaned-Up Transcript

Setting up a Number Pool in PhoneBurner that routes callbacks to an external number is simple. Here’s how you can do it:

Step 1: Add a Caller ID to Your Library

• Click on your initials in the upper-right corner of PhoneBurner.
• Select Dial Session under Settings.
• On the left side, click Caller ID.
• Click Add Caller ID, then enter a label and the phone number you want to use.
• The system will call you and provide a verification code — enter that code to verify the number.

If you’ve already added the desired number to your Caller ID library, you’re all set to move to the next step.

Step 2: Create a New Number Pool

• Go to Numbers under Settings and click Get Numbers.
• Select area codes for the new phone numbers — for example, two numbers from California and one from Colorado.
• Review the charges on the right side, then place your order.

Once processed, you'll be directed to a summary page where you can view your new Number Pool.

Step 3: Edit the Number Pool Settings

• Click View My Numbers to find your new pool.
• Edit the pool by giving it a clear, descriptive name (e.g., "Forwarded to Office").
• Under Routing Strategy, select External Number.
• Choose the verified number (e.g., your sales line) where callbacks should be routed.
• For rotation, choose between Random (default) or Local Presence (if activated on your account).
• Click Submit to save your settings.

Step 4: Using the Number Pool in a Dial Session

When team members begin a dial session, they’ll see the new Number Pool listed as a Caller ID option. Any callbacks to those numbers will automatically route to the external number you specified.

That’s it! With these simple steps, you can efficiently manage callbacks to ensure your contacts are always connected to the right team.

Thanks for taking the time to watch this video, and happy dialing!