Telephony setup

How can I configure my phone numbers?

To manage and configure your phone numbers, sign into the web app, by clicking on your photo bottom left and then on Manage company.

 

In the Phone numbers list, under Telephony – you have a list of all your Sonetel phone numbers.

If you have many phone numbers you can search on country, city name or number – by using the Search function above the list.

Click on a number to open a window on the right hand side to se the options for the number.

 

Number details

In the Number details section you find information about the subscription and costs.

  • Renew
    Defines what the type of subscription that will be applied on the next renewal date. Click on Change to see the options and change.
  • Monthly cost
    Shows the cost per month for having the number that will be applied at the next renewal date. If you have a number that is Free for website or free with Premium – the monthly cost is 0.
  • Next payment
    Shows how much you will be charged at the next renewal date. If you have a 1-year or 3-year subscription, you will be charged 12X or 36X the monthly cost at the renewal date.
  • Incoming calls
    Shows the cost per minute for incoming calls excluding any cost for call forwarding. Incoming call charges usually only apply in case of toll free numbers.

If you want to Change the subscription type, the following subscription types are available:

  • Free with Premium
    There is no recurring fee for the number if you have Premium. You can have as many free numbers as you have users. You cannot change to this subscription type manually. The system will move numbers automatically to this subscriptions type at their renewal date if they are eligible. You can however chose this subscription type when purchasing new numbers.
  • Free for website
    The number has no recurring fee. Requires you t use the Sonetel free chat function actively at a business website. You cannot change to this type manually. You can however select this subscription type when getting a new number.
  • Monthly
    You will be charged a monthly renewal fee at the next renewal date. If the number currently is Free for website, it will change to Monthly immediately and you will be charged right away.
  • Yearly
    You will be charged 1 year in advance at the next renewal date – or immediately if the number currently is Free for website.
  • 3 years
    You will be charged 3 years in advance at the next renewal date – or immediately if the number currently is Free for website.

 

Call forwarding

Each phone number can forward calls to any destination of choice.

Send calls to

You can send calls to the following type of destinations.

  • User
    Select a Team member from the drop down list. Incoming calls will be connected to the user in accordance with the user’s call settings for incoming calls. The user will also be able to show the number when making calls – as long as your company account has been verified to allow this.
  • Team (coming soon)
    The call can be connected to a customer service Team of your choice. Calls will be held in a queue if all team members are busy.
  • Phone number
    Enter any phone number worldwide that calls should be connected to. Call forwarding is charged at the cost of local calls. You can enter numbers in the local format of the country defined in your company account settings – but to be on the safe side, we suggest you enter numbers in the +NUMBER format (E164).
  • Voice app
    Connect the call to an announcement, voice menu or voicemail box.
  • SIP-address
    Only for advanced users. Enter a valid SIP-address that calls should be connected to.

 

Show

Select what phone number that you want to see when an incoming call is forwarded to your mobile number or landline.

  • Caller’s number
    You will see the phone number of the caller when you receive the forwarded number on a mobile or landline.
  • Called number
    You will see the Sonetel phone number called when answering a forwarded call on a mobile or landline.
The setting is only shown when the call forwarding destination allows for showing of calling number to be controlled.

 

Record & transcribe

If you have enabled call recording company wide, the option for enabling this per number appears as well under each number.

Recording options

  • Recording disabled
    Calls will not be recorded unless a Team member receiving calls activates call recording for themselves.
  • All calls
    Both inbound and outbound calls will be recorded.
  • Calls we receive
    Only incoming calls to the phone number is recorded.
  • Calls we make
    Only outbound calls where we show this number to the called person – will be recorded.

Call recordings made are currently only available in the old customer portal.

 

Transcribe options (coming soon)

Recorded calls can be transcribed to text using speech-to-text technology. This can be done manually per recording, or automatically as per the settings here.

  • Disabled
    Call recordings are not transcribed to text.
  • All
    All call recordings made on this number are transcribed to text.
Transcription is free up to a monthly limit with Premium. Additional transcriptions are charged extra.

 

Documents required

Local telecom authorities in different countries have different requirements on who is allowed to have certain types of phone numbers, and what documentation that is required.

What is needed varies from country to country, but common things are:

  • ID
    ID number (passport, drivers license etc.)
  • Proof of ID
    A high resolution photo or scan of the ID.
  • Address
    The physical address of the subscriber.
  • Address proof
    A recent copy of a utility bill or bank account statement, where the subscribers name and address is shown.
Please note that this information is required in addition to the information and documents that is needed in the account settings.

The information submitted will be forwarded by Sonetel to the local phone company for approval.