Create a number pool that routes to “Last Caller”

Summary

This video explains how to set up a Shared Number Pool in PhoneBurner, which allows multiple team members to use the same pool of phone numbers for outbound calls. Callbacks to those numbers are dynamically routed to the last agent who called the contact. Key steps include:

1. Create a New Number Pool:

   • Click on your initials in the upper-right corner.
   • Go to Numbers under Settings and select Add Number Pool.
   • Name the Number Pool (e.g., "Winback Campaign" or "Prospecting").

2. Choose a Routing Strategy:

   • Select Last Agent as the routing strategy to ensure callbacks are routed to the most recent agent who contacted that number.

3. Select a Rotation Option:

   • Choose between Random or Local Presence (if activated on your account).

4. Add Phone Numbers to the Pool:

   • Click the three dots next to the pool and select Purchase Numbers.
   • Select the states and area codes where you’d like phone numbers.
   • Adjust the quantity of numbers per area code if needed and place your order.

5. Using the Number Pool in a Dial Session:

   • When starting a dial session, team members can select the Shared Number Pool as their Caller ID.
   • Any callbacks will automatically route to the agent who originally placed the call.

This setup ensures callbacks are effectively managed, improving communication and maintaining continuity with contacts.

Tags

shared number pool, callback routing, outbound caller ID, PhoneBurner training, last agent routing, call strategy, sales productivity, customer communication, number management, local presence

Cleaned-Up Transcript

Setting up a Shared Number Pool in PhoneBurner makes it easy for your entire team to use the same pool of phone numbers for outbound calls, while ensuring callbacks are routed to the correct agent. Here's how to set it up:

Step 1: Create a New Number Pool

• Click on your initials in the upper-right corner.
• Select Numbers under Settings.
• Click Add Number Pool and give it a descriptive name. For example, if you’re using it for a specific campaign, you might name it “Winback Campaign” or “Prospecting.”

Step 2: Choose a Routing Strategy

• In the Routing Strategy dropdown, select Last Agent.
• This ensures callbacks are routed to the most recent agent who contacted that phone number.

Step 3: Select a Rotation Option

• Choose between:
  • Random — rotates numbers randomly for outbound calls.
  • Local Presence — selects numbers geographically close to the contact (if activated on your account).

Click Submit once you’ve made your selections.

Step 4: Add Phone Numbers to the Pool

• Click the three dots next to your new Number Pool and select Purchase Numbers.
• Select the states and area codes where you’d like phone numbers.
• Adjust the quantity of numbers for each area code if needed.
• Click Place Order to complete the purchase.

Once processed, your new numbers will automatically be assigned to the Number Pool.

Step 5: Using the Number Pool in a Dial Session

• During a dial session, team members will see the Shared Number Pool as an available Caller ID option.
• Any callbacks to those numbers will automatically route to the agent who last contacted the caller.

This streamlined process makes it easy for your entire team to share numbers while ensuring callbacks are handled by the appropriate agent.

That's it! Setting up a Shared Number Pool is quick, effective, and a great way to boost your team’s efficiency. Thanks for taking the time to watch this video, and happy dialing!