By default, all numbers in your account have the default properties set. However, Freshdesk Contact Center allows you to configure and customize distinct properties for the numbers. For example, you can have a different ring tone/hold music for each number and can also decide how calls should be recorded for a specific number.
User Requirements: Only admins or account admins can access the Number Properties.
To view the number properties:
- Log in to your Freshdesk Contact Center account.
- Go to Admin Settings > Numbers. You can see the list of available numbers in your account. If you do not have any number, you can purchase a new number using the Buy New Number option.
- Hover over any number and click on the edit icon. You will see the Number Properties tab.
- The various options available are:
|Record type||Select how you want to record the calls. The options are:|
For more information see, Managing Call Recording Options.
|Enable Recording opt-in||Gives your customers the option to opt-in or opt-out for call recording. For details, see Enabling Recording Opt-in For a Number.|
|Custom Hold message||Select a custom hold message for your number. This will be played when you place a caller on hold. For details, see Setting Hold Music For Your Number.|
|Custom Ringtone||Select a custom ringtone for your number. This will be played to the customers when they call. For details, see Customizing Ringtones For Your Numbers.|
|Mask Number||Enable this option to create a caller id and mask your business phone number with your personal number. For details, see Masking Your Phone Number.|
|Voicemail Transcripts||Enable this option to view and listen to the voicemail messages that your customers send. For details, see Enabling Voicemail Transcripts for Numbers.|
|Call Transcriptions||Enable this option to convert your call conversations to text. For details, see Enabling Call Transcriptions.|
|Short abandon||Set the threshold limit (in seconds) for abandoned calls.|
For example, if you set 5 seconds as the threshold limit, calls disconnected by the customers within 5 seconds from the time a call is connected will not be considered as abandoned calls. For details, see Setting Threshold Limit For Abandon Calls.
Note: The visibility of each option is subject to the Freshdesk Contact Center plan you have subscribed. Check the corresponding article to know the plan details.