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. This is necessary 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

Settings Breakdown

General Settings

• Display Name
  Set a custom name to be shown on the dialer widget for outgoing calls.
  Useful when managing multiple phone numbers.

• Fallback Category
  Choose a ticket category to be used in the following scenarios:
  • Call routing fails
  • An agent does not create or associate a ticket during the call

Call Settings

• Welcome Text
  This message is played when a call connects. You can:
  • Enter a custom message, or
  • Upload a pre-recorded audio file

Note: If call recording is enabled, a default recording consent message will be played automatically.

• Max Queue Wait Time
  Define the maximum time (in seconds) a caller can wait in the queue.
  If this time is exceeded, the caller is redirected to voicemail.

• Max Answer Time
  Set the duration (in seconds) that a call notification remains active for agents.
  If no agent answers within this time, the caller is sent to voicemail.