How does the call center software know what greeting and languages to play?
This is determined by a unique DID that Telco assigns to each dedicated and shared number. If you have/order dedicated lines, Telco will assign a unique DID (Direct Inward Dial) at the call center to go along with the dedicated line. We then forward each Dedicated/Shared line to the DID we have assigned to that number so that the call center software knows which greeting and language options to play. The only exception to this would be if you decided to use dedicated lines, but do not have custom greetings recorded and instead chose to have your numbers point to a shared line. In this case, we would be pointing to the same DID as a Convercent shared line for the country/line in question. As for the language(s) that will play, this will be based off the custom greeting that has been requested via the template during onboarding. This is how the call center knows what languages are needed for each DID, as well as what order they should appear on the phone menu.
For example, if you would like your US number to have English, Spanish and Mandarin in that order, the template will have IVR option 1 English, 2 Spanish, 3 Mandarin. The call center would then play pre-recorded audio files in the language selected as well as “press 1 for English”, “press 2 for Spanish (in Spanish) etc, and then program them on the backend of the menu.
What are the line types found on the master telco spreadsheet, and what do they mean?
- TFME = Toll-Free Mobile Enabled- No charge to the caller; these are accessible from landlines or mobile phones. Generally not reachable from outside the country.
- Local = Not a toll-free number, charges may be incurred depending on where you're calling from or your phone plan, calling from a different city, country, etc. Generally, these are reachable from outside the country by adding the country code.
- National = Generally accessible inside the country from landlines or mobiles, often for a fee. Not usually reachable from outside the country. These are generally treated like a local call in country, regardless of where the calling party is located. Potential charges similar to a “Local” line.
- Toll Free = No charge to the caller, but may not be reachable from mobile phones, depending on the country and phone provider (works fine from US/Canada). Some countries, like the US/Canada, do not differentiate between “Toll Free” and “TFME” though, so it doesn’t always mean it won’t be mobile accessible. Generally, these are not reachable from outside the country.
- Mobile = These are “virtual” mobile phone numbers from an in-country mobile carrier, but with no physical phone. These numbers (and any potential charges) would act in the same fashion as a call to a physical mobile phone in country.
What countries currently have Convercent have Shared Lines?
Please check out the following article from our support portal for our interactive list that also has the languages offered for each, based on geographic regions.
This page is actively maintained, and if you choose to “follow” the page, you will get an email notification any time there’s a change made to the page. This would include numbers that have been changed as well as new numbers/countries.
What countries can we get Dedicated lines in?
As it turns out, we don’t have an easy way to provide this currently, as the countries and numbers we’re able to get is constantly growing and or changing, especially in less developed countries and especially in locations with volatile government situations. That said, the number of countries available to us does generally grow over time. If you have questions regarding specific countries, please reach out to your Customer Success Manager or firstname.lastname@example.org.
How do I get support for Telco orders or problems?
- Hotline issues, greetings/dedicated line requests, general questions can be sent directly email@example.com.
- For new dedicated/shared lines or programming requests, please contact your dedicated Customer Success Manager.