Learn how to set up a phone number in Prospyr by adding, hosting, or transferring a number and assigning it to either Customer Care & Communication or Marketing.
Before you begin:
Complete Brand Registration
Important: SMS registration approval is not required to use VOIP. Customers waiting on transactional or marketing SMS approval can still make and receive voice calls.
Step 1: Go to Settings > Configuration > SMS & Phone.
Step 2: Choose how you'd like to set up your phone number. You have three options: Add a new number, Host a number, or Transfer a number
Step 3: Add New Number. Purchase a new phone number through Prospyr. This is a good option if your practice needs a new business phone number or wants separate numbers for Customer Care & Communication and Marketing.
Step 4: Host Number. Keep your existing business phone number for SMS messaging while continuing to use your current phone provider for voice calls. When a number is hosted, all text messages are sent and received through Prospyr. Not all phone numbers are eligible for hosting.
Step 5: Transfer Number. Move your existing business phone number into Prospyr for both voice calls and SMS messaging. This option ports your phone service from your current provider to Prospyr.
Before starting your transfer, review How to Port Your Existing Phone Number to gather the required documents and information. Then, see Phone Number Migration Overview to learn what to expect during the migration process.
Step 6: Once setup is complete, your numbers will appear in the list. When setting up a phone number, you'll choose whether it will be used for Customer Care & Communication or Marketing. Each phone number can only be assigned to one messaging type to comply with telecommunications carrier requirements.
Step 7: On the phone number configuration page, connect your number by choosing its main use: Customer care & Communication or Marketing.
Step 8: Select the Location.
Voice Routing Set Up
Step 1: Choose a call routing strategy:
Forward: Sends calls to a designated number or destination.
Parallel: Rings multiple numbers at the same time.
Sequential Dial: Calls numbers one at a time in a set order.
Step 2: Set the number of seconds to ring before the next action happens.
Step 3: In the Destination Type dropdown, select where calls should be routed. Then, from the User Name dropdown, select the user who should receive the calls.
Step 4: You can rearrange the order using the up and down arrows or remove a user by clicking the delete icon.
Step 5: In Call Settings, enable or disable features such as call recording, voicemail, voicemail transcription, and custom voicemail greetings.
Step 6: Click Save Changes to finish setup.