Setting phone numbers and channels

Available in Classic and VPC

Issue and register phone number

You can get a Contact Center phone number for the CLOVA AiCall service or register your existing phone number in the CLOVA AiCall service to provide customer service.

Issue phone number

You can get a phone number to use for customer service. You can select the number for customer service from the phone number pool for CLOVA AiCall service, and assign one per Agent.

1. Click CLOVA AiCall > Contact Center in that order in the NAVER Cloud Platform console.
2. Click the [Run builder] button of the Contact Center to manage from the Contact Center list.
3. Click the Set phone number/channel menu in the AiCall setting area on the left side of the page.
4. Please click the [Issue phone number] button to get a phone number to use for customer service.
5. When the phone number issuance window appears, select the desired phone number from the phone number pool, and then click the [Issue phone number] button.
   
   • You can select phone numbers, as many as the number of remaining channels, to be issued from the phone number pool.

Check phone number list

You can check the phone number list registered in CLOVA AiCall service.

1. Click CLOVA AiCall > Contact Center in that order in the NAVER Cloud Platform console.
2. Click the [Run builder] button of the Contact Center to manage from the Contact Center list.
3. Click the Set phone number/channel menu in the AiCall setting area on the left side of the page.
4. You can check the phone number list registered.
   
   • Phone number: The phone number of the Contact Center registered
   • Channel: The number of channels assigned per phone number
   • Status: Shows the status per phone number
     • In use: A phone number assigned to an Agent
     • Requesting number transfer: A phone number that is requesting number transfer and is not assigned to an Agent
     • Number transfer completed: A phone number that completed the number transfer, but is not assigned to an Agent yet. You need to register its type and the number of channels.
     • Unavailable number transfer: A phone number that is confirmed to be impossible with the number transfer from telecom companies, but not assigned to an Agent yet. A phone number that should be deleted directly by a user.
     • Unassigned: A phone number whose type and number of channels are registered after the creation and number transfer, but not assigned to an Agent
   • Agent: Search for the Agent that assigned the phone number
   • Registration date: Shows the date when the phone number was initially registered

Edit phone number

You can only edit a phone number if it is a phone number that a user registered in the Outbound service-type Contact Center. You can't change phone numbers that have been newly issued or transferred.

1. Click CLOVA AiCall > Contact Center in that order in the NAVER Cloud Platform console.
2. Click the [Run builder] button of the Contact Center to manage from the Contact Center list.
3. Click the Set phone number/channel menu in the AiCall setting area on the left side of the page.
4. Select the phone number to edit from the phone number list, and then click the [Edit phone number] button.
5. Edit the selected phone number information, and then click the [Edit phone number] button.
   
   • Change number of channels: Enter the number of channels to change by referring to the number of remaining channels. You can apply it after requesting for additional channels when entering the number of channels exceeding the number of remaining channels.

Cancel phone number

You can delete phone numbers registered in the CLOVA AiCall service. However, you can't delete phone numbers that are assigned to Agents and in use.

1. Click CLOVA AiCall > Contact Center in that order in the NAVER Cloud Platform console.
2. Click the [Run builder] button of the Contact Center to manage from the Contact Center list.
3. Click the Set phone number/channel menu in the AiCall setting area on the left side of the page.
4. Select the phone number to delete from the phone number list, and then click the [Cancel phone number] button.

Register caller ID

For Outbound service-type Contact Centers, you can register the existing phone number for customer service in the CLOVA AiCall service to use it as a caller ID.
You should submit your mobile phone number or certificate of the communication service use for the landline number to register the caller ID. Please refer to Support•FAQ on the NAVER Cloud Platform portal website for details on caller ID registration.

Switch to accept calls guidance (Example of a customer subscribing to KT)

You can switch the phone number for customer service in use to accept calls with 070 numbers registered in CLOVA AiCall. You can set and cancel the setting to switch to accept calls directly on your device.

Set instant switch to accept call

You can set the switch to accept calls on your terminal as follows.

1. Press *, [8] [8], the desired phone number for acceptance, then the * button in that order on the customer terminal to switch calls.

Check switch to accept call setting

You can check the settings to switch to accept calls on your terminal as follows.

1. Press the *, [8] [3], and * buttons in that order on the customer terminal set to switch calls.

Release switch to accept call setting

You can release the settings to switch to accept calls on your terminal as follows.

1. Press the *, [8] [8], and * buttons in that order on the customer terminal set to switch calls.