Set phone numbers and channels

Available in Classic and VPC

Issue and register phone numbers

You can obtain a phone number for your contact center to use when responding to customers via the CLOVA AiCall service, or register an existing customer service phone number you already have to use with the CLOVA AiCall service.

Issue phone numbers

You can issue a phone number to use for customer service. You can select a customer service phone number from the CLOVA AiCall service's phone number pool, with one number assigned per agent.

1. In the NAVER Cloud Platform console, navigate to > Services > AI Services > CLOVA AiCall > Contact Center.

2. In the Contact Center list, click [Run builder] for the Contact Center to manage.

3. Click Set Phone Number/Channel menu in the Aicall settings on the left of the interface.

4. To obtain a phone number for customer service, click [Issue Phone Number].

5. When the window for issuing a phone number appears, select your desired phone number from the phone number pool and click [Issue Phone Number].
   

   • You can select phone numbers from the phone number pool equal to the number displayed in the remaining channels.

Check phone number lists

You can check the list of phone numbers registered with the CLOVA AiCall service.

1. In the NAVER Cloud Platform console, navigate to > Services > AI Services > CLOVA AiCall > Contact Center.

2. In the Contact Center list, click [Run builder] for the Contact Center to manage.

3. Click Set Phone Number/Channel menu in the Aicall settings on the left of the interface.

4. You can check the list of registered phone numbers.
   

   • Phone Number: Phone number of the registered Contact Center.
   • Channel: Number of channels assigned per phone number.
   • Status: Display the status of each phone number.
     • In Use: Phone numbers assigned to the agent.
     • Number Porting Application in Progress:: Phone numbers not assigned to an agent, as the number porting request is in progress.
     • Number Porting Completed: Phone numbers that have completed the number porting process but have not yet been assigned to an agent. Registration of type and number of channels is required.
     • Number Portability Unavailable: Phone numbers that have been determined by the carrier to be non-portable and have not been assigned to an agent. Phone numbers that users must delete themselves.
     • Unassigned: Phone numbers that have been generated and ported, with their type and channel count registered, but not yet assigned to an agent
   • Agent: View the agents assigned to the phone number.
   • Registration Date and Time: Date and time when the phone number was first registered.

Edit phone numbers

Only phone numbers registered by users in Contact Centers with an Outbound service type can be edited. Newly issued or ported phone numbers cannot be edited.

1. In the NAVER Cloud Platform console, navigate to > Services > AI Services > CLOVA AiCall > Contact Center.

2. In the Contact Center list, click [Run builder] for the Contact Center to manage.

3. Click Set Phone Number/Channel menu in the Aicall settings on the left of the interface.

4. Select the phone number to edit from the phone number list, and click [Edit Phone Number].

5. After editing the selected phone number information, click [Edit Phone Number].
   

   • Change Channel Count: Enter the number of channels to change, referring to the remaining channel count. If the number of channels entered exceeds the remaining channel count, additional channels can be applied after submitting a request for more channels.

Cancel phone numbers

You can delete phone numbers registered with the CLOVA AiCall service. However, phone numbers currently assigned to an Agent and in use cannot be deleted.

1. In the NAVER Cloud Platform console, navigate to > Services > AI Services > CLOVA AiCall > Contact Center.
2. In the Contact Center list, click [Run builder] for the Contact Center to manage.
3. Click Set Phone Number/Channel menu in the Aicall settings on the left of the interface.
4. Select the phone number to delete from the phone number list, and click [Cancel Phone Number].

Register outgoing numbers

For outbound service type contact centers, you can register your existing customer service phone numbers with the CLOVA AiCall service to use them as outgoing numbers.
To register an outgoing number, you must submit proof of service for either a mobile or landline phone number. For more information on registering outgoing numbers, see the Customer Support and FAQ on NAVER Cloud Platform portal site.

Call forwarding guide (example for KT subscribers)

You can forward your current customer service phone numbers to the 070 number registered with CLOVA AiCall. You can configure or cancel the call forwarding settings directly on the user's device.

Set up immediate call forwarding

To set up the call forwarding on the customer device:

1. On the customer device to forward calls, press * + [8] [8] + the desired phone number + * in that order.

Verify call forwarding settings

To check the call forwarding settings configured on the customer device:

1. On the customer device where call forwarding is set up, press * + [8] [3] + * in that order.

Cancel call forwarding settings

To cancel the call forwarding settings configured on your customer’s device:

1. On the customer device where call forwarding is set up, press * + [8] [8] + * in that order.