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How To Set Up A Tracking Number
A step-by-step guide to adding tracking numbers and configuring call routing
Before You Begin: What Is a Tracking Number?
A Tracking Number is a phone number used to track incoming leads and calls. Each tracking number can be configured with its own call forwarding rules, so you always know where a call came from and where it should go.
Good to know
PATH: Settings > Calls > Call Settings > My Tracking Numbers
Step 1: Start Adding a Tracking Number
PATH: Settings > Calls > Call Settings > My Tracking Numbers > +Add Tracking Number
- Click the + Add Tracking Number button in blue in the bottom section labeled Call Tracking > My Tracking Numbers.
Step 2: Search for a Number
- A new window will appear.
- Enter your desired area code in the Search for Available Number field.
- Click Search. Available phone numbers matching that area code will display.
Good to know
If you don't like the available numbers, click Search again for new options. Previous results cannot be retrieved once a new search is performed.
Step 3: Select Your Number
- Scroll through the available numbers.
- Click on the number you'd like to use.
- Click Select in the bottom-right corner.
Step 4: Configure Call Forwarding
After selecting your tracking number, a window will appear asking where calls should be forwarded. Complete the following fields:
| Field | Description |
|---|---|
| Receiving Number | The phone number where incoming calls should be forwarded. |
| Assigned To | The user the number belongs to. |
| Line Name | A name for the line or user, used for easy identification. |
Once completed, click Buy.
Step 5: Confirm Pricing
A confirmation screen will appear. Please review and acknowledge the pricing terms before completing your purchase. Prices subject to change.
| Item | Price |
|---|---|
| Tracking Number | $7.99/month |
| SMS Messages | $0.010924 per message |
| MMS Messages | $0.045425 per message |
Step 6: Configure Tracking Number Options
Once a tracking number is set up, you can customize how it behaves using the following options:
- Overflow Number — the number that will be dialed if nobody else matches availability. This cannot be used for SoftPhones. Overflow numbers are selected per Tracking Number, not per group. You cannot delete an overflow number before designating another number as the overflow.
- Soft Phone — allows incoming calls to pop up directly in your browser for VoIP calls.
- Mobile VoIP — allows incoming calls to ring on mobile devices using VoIP. The CRM app must be installed on the device for this feature to work.
- Assistant Mode — this receiving number will ring regardless of who is assigned to the contact. If a user is associated with this receiving number, they will be added to the contact if they answer the call. Office hours are still respected when this option is chosen. Groups apply to new contacts only — for existing contacts, all Assistant Mode numbers across all groups will be called.
- Missed Call — if a new lead calls this tracking number and nobody answers, the selected users will be automatically assigned to the lead.
Good to know
Overflow Number and Soft Phone/Mobile VoIP options are mutually exclusive per number — an overflow number cannot also be set up as a SoftPhone.
Good to Know
Each tracking number is billed monthly, in addition to any SMS or MMS usage tied to that number.
Set up your call routing options (Overflow, Soft Phone, Mobile VoIP, Assistant Mode, and Missed Call) right after purchasing a number, so calls are routed correctly from the start.
PATH: Settings > Calls > Call Settings > My Tracking Numbers
Editing an Existing Tracking Number
PATH: Settings > Calls > Call Settings > My Tracking Numbers > click the number to open its settings
All of the same routing options above can be adjusted at any time from this screen. Go to "Editing an Existing Tracking Number" Help Article for more information.