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Phone numbers

A phone number routes inbound phone (PSTN) calls to a specific agent. Once a number is attached, every call to it is answered by that agent.

Assigning a number

From a client's Phone numbers tab, add a number and assign it to an agent. How many numbers a client can hold is set by its plan.

One agent per number

A phone number routes to exactly one agent. To change which agent answers, reassign the number — it can't point at two agents at once.

Phone vs. web vs. test calls

  • Phone calls come in over the telephone network to an assigned number.
  • Web calls come from an embed button and need no number.
  • Test calls are placed from the dashboard and need no number.

All three are reviewed together in Calls.

Transfers

When an agent transfers a phone call (per your forwarding rules), the call is connected to the number you configured on the rule or trigger. On web and test calls the transfer is signalled to the browser instead of dialling out.

  • Call forwarding & transfers — Set the conditions under which an agent hands a call to a human, and understand exactly how the transfer behaves.
  • Getting started — From signing in to your first live call — the fastest path through Vocadesk.
  • Troubleshooting — Common issues with agents, calls, and embeds — and how to fix them.
  • Configuring an agent — Set an agent's persona, voice, language, greeting, knowledge base, and intake questions.
  • Conversation design — Choose how an agent runs a call — simple intake, Questions & conditions (scenario), or a Decision tree.