🔒 Page accessible only to the Administrator
The Transfer Numbers section allows you to manage all phone numbers used to route incoming calls to the right teams or colleagues. Each number can be finely configured: time availability, team association, transfer behavior.
The main view displays all active numbers in table format with three columns:
Name – the name assigned to the number (name of a colleague, department, etc.)
Number – the phone number in international format
Teams & colleagues – the teams and/or colleagues associated with this number
A red badge 0 indicates that no team or colleague is yet associated with the number.
Two views are available in the top right:
Active – the numbers in service
Trash – the archived numbers
A search bar allows you to quickly find a number or a name.
The + Add a number button in the top right opens a creation window made up of two blocks.
Number name (required) | Name identifying the number in the platform |
Description | Free field to specify the use of the number |
Number (required) | The phone number with country selection |
DTMF | Sequence of keys to be entered automatically during transfer (e.g. |
This block allows you to specify the technical behavior of the number during a call transfer. Three questions are asked:
Indicates whether the number plays music or a message before someone picks up.
⚠ Warning: If this option is enabled on Yes, a warning message is displayed: "Hold music prevents automatic transfer. The advisor will need to manually confirm each pickup. Disable it to simplify the transfer."
It is therefore recommended to leave this option on No to benefit from automatic transfer.
Indicates whether the number has a voicemail system.
Allows you to choose whether the caller's number is transmitted during the transfer.
⚠ Technical constraint: If the answering machine and caller ID display are both enabled, a warning message appears: "Combining the answering machine and caller ID display requires manual confirmation from the advisor. Remove the answering machine to automate your transfers."
By clicking on a number in the list, you access its complete sheet. It is organized into four tabs:
Contains the same information as during creation:
Name, description, number, DTMF
Configuration for a transfer (hold music, answering machine, caller ID display)
A Delete number button (in red) is available at the bottom of the page.
This tab defines the time slots during which the number can ring.
Time zone: The time zone is displayed at the top (e.g.: Europe - Paris UTC+01:00). It applies to all configured time slots.
Default availability – Time slots: Allows you to define the usual days and hours when the number is available. Each time slot includes:
The days of the week (M, T, W, T, F, S, S) — active days appear in blue, inactive days in gray
A time range with start time and end time
Multiple time slots can be added via + Add a new time slot. This allows you to manage, for example, a lunch break:
08:30 → 12:00
13:30 → 19:00
Custom schedules: The Edit availability for a period button allows you to set one-time exceptions over a date range (e.g.: vacation, holidays). For each period, you can define specific hours or mark the number as unavailable for the entire period.
This tab allows you to associate the number with the people who will handle incoming calls.
Associated teams Lists the teams linked to the number, with the colleague members concerned for each one. It is possible to add a team via the dedicated link.
Associated colleague Lists colleagues directly assigned to the number, with their name, email address and team affiliation. It is possible to add a colleague individually.
As with the Company record, this tab tracks all changes made to the number: what was changed, by whom and when.
