Create a number pool that routes to “Call Flow”

Summary

This video explains how to create a Call Flow in PhoneBurner and assign it to a Number Pool to efficiently route callbacks to the appropriate team members. Key steps include:

1. Access Call Flow Settings:

   • Click on your initials in the upper-right corner.
   • Go to Inbound under Settings and select Call Flows.

2. Create a New Call Flow:

   • Click Add Call Flow and give it a descriptive name (e.g., "Conference Call Flow").
   • Define keypress options for routing calls:
     • Press 1 → Route to a specific team member.
     • Press 2 → Route to an external number (e.g., support line).
     • Press 3 → Route to a Call Group for broader coverage.

3. Add a Greeting:

   • Click Play Greeting and either record a custom greeting or upload a pre-recorded message.
   • Clearly explain the keypress options in your greeting to guide callers.

4. Assign or Purchase Numbers:

   • Click Assign Numbers to link an existing Number Pool to the Call Flow.
   • Alternatively, click Buy to purchase new phone numbers specifically for the new Call Flow.
   • Select area codes and place your order.

5. Configure the Number Pool:

   • In Number Settings, confirm that your new Number Pool is linked to the Call Flow.
   • Optionally adjust the rotation setting to either Random or Local Presence (if activated).

This streamlined setup allows your team to use the Number Pool as their outbound caller ID while ensuring callbacks are routed to the correct contacts via the Call Flow.

Tags

call flow, phone menu system, number pool, inbound call routing, PhoneBurner training, customer communication, outbound caller ID, team efficiency, sales strategy, call management

Cleaned-Up Transcript

Setting up a Call Flow in PhoneBurner is a simple way to route callbacks to the right people on your team using a menu system. Here's how you can set it up:

Step 1: Access Call Flow Settings

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

Step 2: Create a Call Flow

• Start by giving your Call Flow a descriptive name, such as "Conference Call Flow."
• Next, define the keypress options for routing:
  • Press 1 → Route to a specific team member (e.g., Sarah).
  • Press 2 → Forward the call to an external number (e.g., your support line).
  • Press 3 → Route the call to a Call Group (e.g., a closer team).

You can add as many keypress options as needed to fit your campaign.

Step 3: Add a Greeting

• Click Play Greeting to add instructions for callers.
• Record a custom greeting or upload a file to explain the keypress options. For example:

"Thanks for calling! Press 1 to speak with Sarah, press 2 for support, or press 3 to talk to a sales agent."

Once satisfied with your greeting, click Submit.

Step 4: Assign or Purchase Numbers

• Click Assign Numbers to connect an existing Number Pool to your Call Flow.
• Alternatively, click Buy to purchase new numbers for this Call Flow.
• Select area codes (e.g., Colorado, Delaware, and Mississippi), choose the number of phone numbers you want, and place your order.

Step 5: Configure the Number Pool

• In Number Settings, locate the newly created Number Pool.
• Confirm that your new Call Flow is assigned to this pool.
• Set the rotation option to Random (default) or Local Presence (if activated).
• Click Submit to save your changes.

Step 6: Using the Number Pool in a Dial Session

Now, any team member can select this Number Pool as their outbound Caller ID. Callbacks to those numbers will be routed directly through the Call Flow, ensuring your callers connect with the right person.

That's it! Setting up a Call Flow is a simple yet powerful way to improve your call routing strategy. Thanks for watching, and happy dialing!