Phone numbers can be either purchased or ported with assistance from HappyFox Support team. To initiate the process, email us: [email protected]

Once a phone number is added to your HappyFox account, you can customize its settings to align with your business needs. Ensure that the agent role has the Manage Voice permission enabled. Additionally, the role should have Manage Agents and Manage Categories permissions. These are required to access and configure voice settings.

To begin configuration:

• Step 1: Navigate to Contact Center Settings
• Step 2: Select the phone number you wish to configure
• Step 3: Navigate to the relevant tab to configure your settings

Settings Overview

General

• Display Name
  The name shown in the call widget when getting an incoming call or making an outbound call.

• Fallback Category
  Tickets will be auto created in this category if routing didn’t happen or agent didn’t associate or create ticket

• Welcome Greeting
  Pick a greeting(type: welcome message) to be played when the call connects.

• Create tickets for abandoned calls
  Creates tickets for calls abandoned before reaching an agent or voicemail. Turn off to skip.

• Automatic Ticket Creation
  Enable this to automatically create a ticket when answering or making a call.
  • Note: Ticket for Masked/Anonymous calls won't be created unless the contact is created by the agent.

Call Settings

• Max queue wait time (in seconds)
  Maximum time a caller can wait in the queue before being redirected to voicemail.

• Max call answer time (in seconds)
  Time an agent has to answer an incoming call before the notification is dropped and moved to passive state.

• Max call wrap-up time (in seconds)
  Maximum time an agent has after a call to wrap up before the next call is offered.

• Max queue length
  Maximum number of callers allowed in the queue at one time.

• Queue Wait greeting
  This greeting(type: queue wait message) will be played every 30 seconds while the callers wait in the queue.

• Queue status announcement
  Keep callers informed while they wait. When enabled, callers will hear their current position in the queue at regular intervals helping set expectations and reducing call drop-offs.
• Outgoing Calls
  Control whether agents can make outbound calls from this number. Toggle this on or off based on your team's needs.

Call recording

• Call recording
  Records the full audio of customer calls for training, quality monitoring, and compliance.

• Play Consent Greeting
  Greeting (type: recording consent) played at the start of the call to inform callers that the conversation is recorded. Required for compliance - leave disabled only if consent is handled implicitly.

• Transcripts
  Converts recorded calls into searchable text, making it easy to review and reference specific parts of a conversation.

• Summaries
  Uses AI to generate a brief overview of the call, highlights key topics, customer intent and outcomes.

• Transcript redaction
  Automatically removes sensitive information from transcripts to support data privacy and compliance.

Voicemail

• Voicemail (during business hours)
  Allows customers to leave a voicemail if no agents are available during business hours.

• Voicemail greeting
  Greetings(type: voicemail) played when voicemail is enabled and the call is not answered by agents.

• No-voicemail greeting
  Greetings(type: business hour no voicemail) played when voicemail is disabled and the call is not answered by agents.

Business Hours

• Work Schedule
  Schedule that defines the business hours for this number.

• Voicemail (outside business hours)
  Allows customers to leave a voicemail if they call outside your business hours.

• Voicemail greeting
  Greetings(type: voicemail) played when voicemail is enabled and the call is received outside business hours.

• No-voicemail greeting
  Greetings(type: outside business hour no voicemail) played when voicemail is disabled and the call is received outside business hours.

Request for Callback

• Request for Callback
  Allows customers to request a callback instead of waiting on hold.

• Offer greeting
  Greetings(type: callback offer) played to callers offering the option to request a callback instead of waiting on hold.

• Confirmation greeting
  Greetings(type: callback confirmation) played to callers confirming their callback request has been received.