Phone and Voice Calls Setup
Phone Numbers:
If you want to use your existing (non-Echo) phone numbers and if they are able to be ported over into Echo, talk to us about the steps involved to do that.
Local, Mobile, and Toll-free numbers are available for purchase within Echo’s admin interface (Admin>Phone Numbers) and allow you to interact via voice, sms, and short code.
Purchasing a local phone number for some countries is not available through Echo because of special circumstances within Twilio. Please contact us if you are wanting to purchase a non-US phone number and there isn’t one listed in Echo.
Setting up Voice Permissions:
There are different permissions for certain voice functionality within Echo. This allows you to have different permission sets for different groups of people. We will talk through each permission set in Echo that is specific to the voice calling functionality.
Echo Phone - Voice by number - Permission to see, claim and respond to voice calls from a specific provisioned phone number source.
Dialer - A dialer will be added to the voice call menu so that the user may dial an outbound phone number.
Hide Phone Status Toggle - This hides the toggle that allows Echo users to mark themselves as unavailable for inbound voice calls.
Call Based Dispositions - Allows an Echo user to select a call outcome via a dial pad based IVR instead of the Echo app.
Beta: Include Missed Calls in Inbox - Shows missed phone calls as new conversations in the inbox.
Outbound Calling Through Echo Phones - When enabled, if a cell-phone-only Echo user is connected, they can call a phone number back and it will show as coming from the phone number provisioned in Echo so that it masks the Echo user's personal cell phone number.
Inbox - When Echo user has access to voice/phone, this enables the voice queue (pending callers and available users) display in the main talk area.
