Setting up a VoIP phone number in Prospyr allows your organization to manage calls and messaging in one place. This guide walks through how to add or host a phone number, assign it to the correct messaging type, configure call routing, and enable features such as voicemail, call recording, and voicemail transcription.
Before you begin:
Make sure you can access Settings > Configuration > SMS & Phone
If these settings are not visible contact Prospyr Support
Register your brand under Settings > Configurations > SMS & Phone > Register Your Brand
Complete Twilio subaccount onboarding
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: Review the setup status for your messaging services.
Step 3: Choose Add a New Number if you want Prospyr to provide a brand-new phone number for your practice.
This is a good option for:
Practices wanting a separate business number
Dedicated marketing or communication lines
Step 4: Choose Host a number if you want to continue using your existing business phone number with Prospyr.
Due to telecom compliance, a different phone number must be assigned to each category. Customer Care & Communication and Marketing can not share the same number.
Step 5: Once a phone number has been created, click the phone number to complete setup and open the phone number assignment page.
Step 6: On the next page, select how the phone number will be used by assigning it to either Customer Care & Communication or Marketing.
Step 7: Select a Location (optional).
Step 8: Choose a call Routing Strategy from the drop down menu:
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 9: Set the number of seconds to ring before the next action happens.
Step 10: In the Destination Type dropdown, select where calls should be routed. Then, from the User dropdown, select the user name who should receive the calls.
Step 11: You can rearrange the order using the up and down arrows or remove a user by clicking the delete icon.
Step 12: In Call Settings, enable or disable features such as call recording, voicemail, voicemail transcription, and custom voicemail greetings.
Step 13: Click Save Changes.