FAQs
      Back to home
      1. Customer Support
      2. FAQs

      How to manage Virtual Numbers on FreJun

      FreJun's Virtual Numbers feature lets owners and admins manage numbers, customize call settings, and control routing.

      Accessing Virtual Numbers

      • Owners and Admins are the only users who have access to the Virtual Numbers page.
      • All virtual numbers assigned to users under the owner’s or admin’s account will be listed on this page.

      Virtual Number Settings Overview

      When you select any virtual number, you will see three main tabs:

      1. General
      2. Incoming
      3. Outgoing

      1. General Tab

      In the General tab, the following settings can be configured:

      • Edit Virtual Number Name: Owners can edit the name associated with the virtual number.
      • Call Recording Toggle:
        • By default, the Call Recording toggle is enabled, meaning all calls made using this virtual number will be recorded.
        • If the toggle is disabled, calls made with this virtual number will not be recorded.

      2. Incoming Tab

      The Incoming tab allows owners to configure various settings for incoming calls to the virtual number:

      • Custom Audio for Business Hours:
        • Owners can set a custom audio message that callers will hear during business hours.
        • The audio must be in MP3 format and should be less than 45 seconds in length.
      • Custom Audio for After Business Hours:
        • Owners can set a different custom audio message that callers will hear when the business is closed (outside of business hours).
        • While the user will not receive the call after business hours, the customer will hear the custom audio.
      • Inbound User Assignment:
        • Owners can assign inbound users to this virtual number. These users can be individuals or teams.
        • If no one should receive the incoming calls, owners can select No One, and all incoming calls will be automatically hung up.(The call will still log as a missed call & receive the missed call emails)
      • Call Routing for Teams:
        • When the virtual number is assigned to a team, owners need to choose a call routing method. The available options are:
          • Round Robin: Calls are distributed to users in a rotational order.
          • Fixed Order: Calls are distributed to users in a predetermined order.
          • Longest Idle: Calls are routed to the user who has been idle for the longest period of time.
          • Sticky Agent: Calls are routed to the same agent who handled the previous call from the same customer.
          • Simultaneous Ringing: All assigned users receive the call at the same time, and the first one to answer gets the call.

      3. Outgoing Tab

      In the Outgoing tab, owners can manage the settings for outgoing calls:

      • Assign Outbound Users: Owners can assign multiple users to a virtual number for making outbound calls.
      • Multiple Virtual Numbers for Users: A single user can have multiple virtual numbers assigned to them for outbound calling purposes.

      Summary of Virtual Number Features

      1. General Settings:
        • Edit virtual number name.
        • Enable/Disable call recording.
      2. Incoming Settings:
        • Custom audio for business hours and after business hours (MP3, <45 seconds).
        • Assign inbound users (individual users or teams).
        • Set routing method for teams (Round Robin, Fixed Order, Longest Idle, Sticky Agent, Simultaneous Ringing).
      3. Outgoing Settings:
        • Assign multiple users to a virtual number for outbound calls.
        • A single user can have multiple virtual numbers.