Phone Number Settings 101

Overview

Managing phone number settings in PXME ensures that your communication channels remain streamlined, professional, and automated. From forwarding calls to customizing Caller ID and enabling automations, these settings give you full control over inbound and outbound call behavior. Proper configuration improves call tracking, enhances workflows like Missed-Call Text-Back, and ensures compliance with local regulations.

Accessing Phone Number Settings

• Navigate to Settings → Phone Numbers.

• Click the pencil icon next to the number you want to configure.

Core Settings

Number Name

• The internal identifier for the number (e.g., “Main Marketing Line” or an employee’s name).

Forwarding Number

• The external number where inbound calls should route.

• Example: Calls to your PXME number can forward to a staff member’s cell phone.

Caller ID Options

• Pass Called Number as Caller ID → Displays your PXME-purchased number as the Caller ID.

• Use Verified Number for Outbound Calls → Shows your verified business number as Caller ID on outbound calls.

Call Connect

• When Disabled: Calls connect immediately upon answering.

• When Enabled: Plays a whisper message requiring a key press to accept the call.

Why Enable Call Connect?

• Prevents voicemail recordings from being flagged as answered calls.

• Ensures automations like Missed-Call Text-Back work accurately.

Whisper Message

• Plays before you connect, announcing the source of the call.

• Supports custom values (e.g., {{contact.full_name}}) to announce the lead’s name.

Best Practice: Use whisper messages for context and compliance (e.g., “This call will be recorded for quality purposes”).

Call Recording

• Records inbound and outbound calls, saving them to the contact’s Conversation Stream.

• Can play a recording announcement depending on regional compliance requirements.

• Enable/disable recording announcements as required by your region.

Call Timeouts

Inbound Timeout

• Determines how long the system rings before routing elsewhere.

  • ≈60 seconds → Allows personal voicemail to pick up.

  • 1–4 seconds → Routes to PXME pre-recorded voicemail.

  • ≈20 seconds → Hybrid approach (rings, then routes to PXME voicemail).

Outbound Timeout

• Determines how long outbound calls ring before dropping.

  • ≈30 seconds → Recommended for voicemail drops or high-volume outbound teams.

Routing Incoming Calls

• Assign one or more users to receive incoming calls.

• Calls ring in the Web App if open, or in the Mobile App otherwise.

Advanced Settings

SMS Restriction History

• Tracks violations or restrictions on SMS sending (e.g., daily/weekly limit breaches, high opt-out rates).

• View under Settings → Phone Numbers → Advanced Settings → Restriction History.

Messaging Ramp Progress Card

• Monitors SMS sending levels and helps unlock higher sending limits over time.

• View under Settings → Phone Numbers → Advanced Settings → Messaging Limit.

FAQs – Phone Number Settings

Q1: Why should I enable Call Connect?
A: It ensures accurate call tracking by requiring a key press to confirm connection, which is crucial for automations like Missed-Call Text-Back.

Q2: What if I don’t enable Call Connect?
A: Calls that hit voicemail may be marked as “connected,” causing automations to misfire.

Q3: What is a Whisper Message?
A: A short audio clip before connecting, used to identify the call source. It can include custom values like the lead’s name.

Q4: Can I customize Whisper Messages?
A: Yes. Use merge fields (e.g., {{contact.full_name}}) for personalized call handling.

Q5: How does Call Recording work?
A: When enabled, all inbound/outbound calls are logged in the contact’s record. Always confirm compliance with local recording laws.

Q6: How should I set Inbound Timeout?

• 60s = personal voicemail

• 1–4s = PXME voicemail

• ~20s = hybrid approach

Q7: What’s the best Outbound Timeout?
A: 30s is recommended for voicemail drops or large outbound lists.

Q8: How does “Ring Incoming Calls to Users” work?
A: Calls can forward to multiple users. They ring in the Web or Mobile App until one user answers.

Q9: How do I enable Missed-Call Text-Back?
A: Enable Call Connect first, then configure via the Workflow Builder.

Q10: What happens if I don’t specify timeout values?
A: The system defaults to 60 seconds for both inbound and outbound timeouts.

Key Takeaways

• Use Call Connect + Whisper Messages to avoid automation errors and improve context.

• Configure timeouts strategically depending on whether you prefer personal or PXME voicemail handling.

• Explore advanced settings to track SMS restrictions and gradually increase messaging capacity.