Phone Numbers

Samespace allows you to easily add phone numbers and manage routing for existing numbers. Follow these simple steps to add or manage phone numbers in your Space account:

Adding a Phone Number

1. Navigate to the “Settings” tab and select “Numbers” under Phone from the left sidebar menu.
2. Click on the + icon and fill in all the required fields. Once completed, click the “Save” button.

Phone Number Fields

Field	Description
Provider	SIP trunk for the phone number.
Number	Specifies telephone number. Must be a complete number with a country code. No specific characters are required.
Entity	Name of the unit within the selected routing type can be team, user or flow, etc.
Send to	Specifies the routing type for the phone number. E.g., send queue calls to a specific team or user.
Note	Map the phone numbers to a SIP provider. This permits IP addresses that are authorized to send calls to the phone number.

Managing Existing Phone Numbers

1. Navigate to the “Settings” tab and select “Phone Numbers” from the left sidebar menu.
2. Click on the phone number row that needs to be rerouted. Make all the necessary changes in the fields mentioned on the dialog box and click “Save.”

Bulk Uploading Phone Numbers

You can also upload phone numbers in bulk using the following steps:

1. Navigate to “Phone Numbers” inside the settings.
2. Click on “Upload” and upload the numbers in CSV format. Once the file is uploaded, click on the “Add” button.

Language Based Queue Announcement Selection

This feature enables you to play queue announcements in the caller's preferred language. Please note that this feature focuses on the language of queue announcements and does not route calls to agents based on the caller's preferred language. Below are the steps to set up Language-Based Queue Announcement Selection in Samespace.

Adding Tags to Phone Numbers

1. Log in to your Samespace admin dashboard.
2. Navigate to the "Phone Numbers" section.
3. Edit the desired phone number.
4. In the phone number settings, locate the "Tags" section.
5. Add the appropriate language tag (e.g., en for English) to the phone number.
6. Save the changes.

Samespace offers a range of languages for enhancing queue announcements. These languages have been thoughtfully curated to provide a tailored and effective experience for your callers. Below is the list of supported languages for queue announcements in Samespace:

1. English (en)
2. German (de)
3. Polish (pl)
4. Spanish (es)
5. Portuguese (pt)
6. French (fr)

Utilize these languages to create queue announcements that resonate with your callers' preferred language, ensuring clearer communication and improved engagement.

Adding tags in Tag node in Studio

1. Log in to your Samespace admin dashboard and navigate to the "Studio" section.
2. Choose an existing call flow to edit or create a new one that suits your requirements.
3. Drag and drop a "Tag" node into your call flow.
4. Within the "Tag" node, set up the supported languages (e.g., en, de, pl, etc.) as input options.

Now, when a call is directed to the team specified in the Connect block, the queue announcements will be automatically played in the language designated within the Tag node.

Enhanced Call Routing: Prioritize Inbound Calls with Tag "sys-priority"

Enhanced Call Routing with the "sys-priority" tag in Samespace provides an advanced mechanism to prioritize inbound calls. By using this tag, you can ensure that critical calls receive prompt attention, optimizing your call center's efficiency and customer experience.

Adding sys-priority to Phone Numbers

1. Log in to your Samespace admin dashboard.
2. Navigate to the "Phone Numbers" section.
3. Edit the desired phone number.
4. In the phone number settings, locate the "Tags" section.
5. Add the "sys-priority" tag to the phone number whose calls should be given preference over other calls in the queue.
6. Save the changes.

Adding sys-priority in Tag node in Studio

1. Log in to your Samespace admin dashboard and navigate to the "Studio" section.
2. Choose an existing call flow to edit or create a new one that suits your requirements.
3. Drag and drop a "Tag" node into your call flow.
4. Within the "Tag" node, set up the sys-priority tag and make sure this Tag node is placed before the Connect node so that these calls are given preference over others..