Once a phone number is added to your HappyFox account, you can customize its settings to align with your business needs.

Step 1: Add a Phone Number

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

Step 2: Ensure Required Permissions

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.

Step 3: Configure Number Settings

To begin configuration:

• Navigate to Voice Settings
• Select the phone number you wish to configure
• Switch to the Settings tab

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Settings Breakdown

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General

• Display Name
  The name shown in the call widget when choosing the outgoing number for calls

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

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Greetings

Choose between text to voice(message that will be converted to speech and played) or custom audio file

• Welcome Text The message played to callers as soon as the call connects. Recording consent and IVR prompts are handled automatically

• Custom Voice Audio greeting played when the call connects. Include recording consent and IVR prompts in the file if required.

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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. If no agent answers within this time, the caller is redirected to voicemail.

• 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 hold message
  Message played to callers while they are waiting in the queue.

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Call recording

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

• 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.

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Voicemail

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

• Voicemail greeting
  Message played when voicemail is enabled and the call is not answered by agents.

• No-voicemail message
  Message played when voicemail is disabled and the call is not answered by agents.

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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
  Message played when voicemail is enabled and the call is received outside business hours.

• No-voicemail message
  Message played when voicemail is disabled and the call is received outside business hours.