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Section 19 : Growth Phone Setting
Tchoum Growth
Section 19 : Growth Phone Setting
Section 1: Everything the Client Can Do With This Number
This number is an intelligent call-receiving number. It can be configured to ring people, devices, bots, or be redirected to an automated system.
1. Paramètres de base (Basic Details)
Number Name (Friendly Name)
The number can be renamed (e.g., Customer Support, Sales, Emergencies, etc.).
Where Calls Go (Calls Go To)
Incoming calls can be routed to a specific team member.
Ring Options (Where It Rings)
The client can combine multiple options to never miss a call.
Call Recording
The client can:
• Enable or disable call recording
• Play a message before the call
Example: “This call is recorded for quality purposes.”
2. Call Routing (Call Forwarding)
This system allows defining an intelligent priority order:
Reception Priority
Calls can be routed in the following order:
IVR (Interactive Voice Response)
Example: “Press 1 for sales, 2 for support…”
OR
If there is no IVR:
1️⃣ Primary team member
2️⃣ External number (backup)
3️⃣ Voice AI (AI voice assistant)
Ring Multiple People
The client can make up to 7 people ring at the same time:
• 1 primary
• Up to 6 additional
Each person can receive the call on:
• Computer
• Mobile
• Desk phone
Response Delays (Timeouts)
The client can define:
• How many seconds the system waits for an agent to answer (20 seconds recommended)
• Different delays for:
-Incoming calls
-Outgoing calls
3. If No One Answers (Backup)
After the defined delay, the call can be sent to:
Voice AI
An intelligent voice assistant that:
• Answers the call
• Asks questions
• Takes messages
• Qualifies the caller
OR
Voicemail
The message is stored in the account’s voicemail inbox.
5. Intelligent Call Identification
As soon as the agent answers, they hear an automatic message containing information about the incoming call, such as:
• Contact name
• Call source (website, advertisement, campaign, etc.)
• Any other useful information
6. Verified Caller ID (Recognized Displayed Number)
When an agent calls a client, the system displays the real company or agent number, even if the call goes through the platform.
This feature is called Verified Caller ID.
7. Intelligent Assignment of Incoming Calls
When a client calls, the system can decide whether the call is routed to:
• The contact owner (the salesperson or agent managing the client)
• Or the number owner (the person responsible for the line)
8. Real Phone Connection
When an agent calls a client, the agent is connected as soon as the client answers.
They hear:
• The real ringing tone
• The busy signal
• The actual connection
• The recording message (if enabled)
9. Caller Name Display (CNAM – Caller Name Presentation)
The system can display the company or brand name associated with the phone number when an agent calls a contact. This means that instead of seeing only a phone number, the client sees the registered name linked to that number, which increases recognition and trust during outbound calls. To enable this, a feature called CNAM (Caller Name Presentation) must be registered and configured in the system.