Inbound Configuration

In Playbooks Telephony Basics 101 you learned that inbound functionality is only possible if XANT is the service provider of the phone number being called. By calling that number, the call is routed through the Playbooks system to the correct rep, recorded (if desired) and logged as an activity to the CRM. Now that you’ve got the basics of inbound functionality, we’re going to dive deeper into inbound configuration and architecture.

New or Existing Phone Number?

The first step is to determine if you’ll be configuring a new phone number or an existing phone number. The process for new phone numbers can be summarized in the 3 steps below. The process for using an existing phone number requires that the phone number be transferred to XANT. The transfer process, called Porting (for local phone numbers) and RespOrg (for toll-free phone numbers) is described in the next section.

  1. Notify your Customer Success Manager and specify the quantity of local or toll-free numbers you would like to have added to your account.
  2. Your CSM will generate a service order and follow normal contract and billing procedures, then coordinate with XANT technical teams to add new phone numbers to your account.
  3. Playbooks Administrators will build the relevant call paths and assign the newly available phone numbers in the call path settings or assign it to a rep as their Direct Inbound Number from the Playbooks Manager App.

Porting & RespOrg

If you don’t want to use a new phone number because you have an existing phone number that has been used extensively in marketing, that phone number will need to be transferred to XANT. It’s similar to switching mobile phone carriers and keeping your mobile phone number (“because everyone you know has that number”).  Transferring a phone number to XANT means that XANT will be the new service provider for that phone number, aka responsible organization (RespOrg).

New Terminology
Port / Porting The process of moving a local phone number from one telephony carrier to another.
RespOrg A contracted word for Responsible Organization; the entity responsible for servicing and maintaining the registration of a phone number.

Also refers to the process of moving a toll-free phone number from one telephony carrier to another.

LOA Letter of Authorization. Required for the transfer of phone numbers between carriers. Details the losing carrier’s name and address as well as lists the phone numbers to be ported/RespOrg’d.
  1. To begin the process, notify your Customer Success Manager of the quantity of local and toll-free phone numbers you would like to port/RespOrg to XANT.
  2. Because there is a service charge for using each phone number, even existing phone numbers you are bringing over to XANT, your CSM will generate a service order and follow the normal contract and billing procedures.
  3. Complete an LOA form. Your CSM will provide you with the latest version of the form along with instructions. You will need to return the completed form to your CSM with the most recent copy of your phone bill that details the phone number(s) to be transferred.
  4. XANT will submit the request (with LOA and phone bill) to our phone carrier and confirm the form matches the losing carrier’s records. If everything matches up, XANT will coordinate a cut-over date between you, the losing carrier and our carrier.
  5. Recommended: Playbooks Administrators should build call paths before the cut-over date. Then, once the cut-over is completed assign relevant phone numbers from the Playbooks Manager App and test.

If and when you ever decide to stop using Playbooks you can transfer your phone numbers to your new phone carrier through a very similar process. Only this time you will work with your new phone carrier who will have their own form, process, and instructions.

There is an alternative option to NOT port/RespOrg your phone numbers to XANT and instead follow the process above to acquire a new phone number then forward calls from the existing phone number to the new XANT phone number. This option is not recommended from a technical and financial perspective. This creates an additional hop from the existing carrier to  XANT which causes degraded call quality and makes troubleshooting more difficult, and also doubles your costs to maintain phone numbers on two carriers.

Note: Local and Toll-Free Numbers
When working with XANT on your Inbound Strategy please note that some local and toll-free numbers are limited based on availability, location, portability, and regulation. Work with your CSM to identify your needs and they will advise on available options, cost, and timeline.

Inbound Call Paths

Call Paths must be setup and assigned to all Inbound phone numbers in order for Playbooks to properly route inbound calls. Playbooks Administrators can create custom call paths or assign phone numbers to either of the pre-loaded Default or Direct Inbound call paths.

Watch the video below to learn about the available call path elements and how to create and optimize a custom call path. This Inbound Call Paths Help Center article is also a good reference with additional information.

The Default Call Path, designed for returned Local Presence phone calls and unassigned phone numbers, is a simple call path that will either send a call to the last known caller or you can add a Call Forward element to send the call to a different phone number. You can also add a message to play for callers and record the call, but you won’t see other elements like Rep Queue, Time of Day, and Path Bridge because the intent of the Default Call Path is to be streamlined and get the Local Presence callbacks to the reps who made the last outbound call to that contact.

The Direct Inbound Call Path is also a simple, streamlined call path that applies universally to any phone number assigned to a rep as their Direct Inbound Number. Both the Default and Direct Inbound call paths are configured during Playbooks implementation. Learn more about these 2 call paths in this Help Center article .