📋 Summary

This training video explains how to manage caller ID and callback routing within the PhoneBurner® system using number pools, call flows, and call groups. Number pools allow users to control which phone numbers are displayed during outbound campaigns, such as using a dedicated pool for win-back calls. These pools can be configured to route incoming callbacks through customizable call flows, where callers interact with a phone menu to reach the right person or department. However, for scenarios where you want to eliminate caller interaction and reduce friction, call groups offer an alternative. Call groups let you assign multiple team members to receive callbacks directly—whichever rep is available first can answer the call. A fallback number can be added for instances where no group members are available. The video concludes by encouraging thoughtful planning of campaigns and callback expectations to ensure optimal routing and engagement.

🏷️ Tags

PhoneBurner, number pools, caller ID, call flows, call groups, call routing, inbound calls, callback management, fallback number, win-back campaign, inbound call strategy, outbound campaigns, lead engagement

📝 Cleaned-Up Transcript

🎵 [Music Intro]

Hello there! Thank you for taking a moment to watch this video. In this specific training, I want to talk to you about caller ID, and more specifically, about callbacks to the phone numbers you're displaying when making calls using PhoneBurner®.

Inside the PhoneBurner system, you can create pools of numbers to use for different campaigns. For example, if I want to use certain phone numbers only when making win-back calls, I can create a number pool with just those numbers. Then, when I launch a dial session, I can select that number pool as my caller ID.

When I make calls using PhoneBurner, only the phone numbers in that specific number pool are displayed to the prospects. This setup gives us tremendous control over how callbacks are routed.

For instance, if someone calls back a number in the win-back pool, they could be routed to a call flow. In summary, a call flow is a menu system that manages incoming calls to a number, allowing your customers, leads, or prospects to navigate by pressing a key. Here's an example:

• Press 1 to talk to Heather.

• Press 2 to be forwarded to a phone number outside of PhoneBurner.

While call flows are great for providing options, they require caller interaction, which may not always be ideal. Sometimes, you want the call to connect immediately without making the caller press anything.

That’s where call groups come in.

Let's click into Call Groups. Call groups let you group team members together and route incoming calls to that group. Everyone in the group is notified, and whoever is available can answer the call.

Let’s walk through creating one:

1. Click "Add Call Group."

2. Name your group (e.g., “Win-Backs Group”).

3. Add team members (e.g., Heather and Cassie).

4. Set a fallback number in case no one in the group is available. (Note: The fallback number must be a verified caller ID in your system.)

Once set, save the group. Now, you can assign this call group to any number pool.

For example:

• Go back to your Numbers Inventory.

• Scroll to your win-back pool and click “Edit.”

• Change the routing strategy from Call Flow to Call Group.

• Choose the group you just created (e.g., Win-Backs Group) and save.

Now, any callback to a number in that pool will ring the phones of the group members. The first person available can answer, no menu navigation required. This greatly reduces friction for prospects trying to get in touch.

Of course, this setup may not be ideal for every use case. It’s important to think through:

• What phone numbers should be shown for specific campaigns?

• What do you want to happen when a lead calls that number back?

  • Should they be able to choose between Sales, Support, or an individual?

  • Or should the call go directly to a group of available reps?

As you can see, PhoneBurner gives you many flexible options to manage this, helping you and your team get more done in less time.

Thanks again—and happy dialing!

🎵 [Music Outro]