Overview
The External Numbers feature allows you to pre-configure phone numbers (such as a main office line or a partner's sales desk) that your team can use to perform warm transfers during live calls. This ensures a smooth handoff to contacts outside your immediate SalesExec environment while maintaining call quality and optional recording continuity.
Key Functionalities
Centralized Number Management: Create a shared directory of approved external numbers for your entire team.
Configurable Call Recording: Choose whether call recordings continue after the transfer to the external number.
Integrated Transfer Access: Configured numbers appear seamlessly in the External tab of the RingResponse transfer interface during an active call.
Permission-Based Access: Control who can add or manage external numbers through user roles and permissions.
How to Configure an External Number
Note: You must have the appropriate role permission enabled to access the External Numbers configuration page.
Step 1: Access the Configuration Page
Navigate to Settings.
Under the section Capture and Route Phone Calls + Outbound Dialing, select External Numbers.
Step 2: Add a New Number
On the External Numbers management screen, click Add Number in the upper right-hand corner.
In the configuration form, fill in the following details:
Number: Enter the full phone number.
Description: Provide a clear, friendly name (e.g., "External Sales Team," "Support Hotline").
Enabled: Toggle YES to activate this number for use.
Call Recordings Enabled: Toggle YES if you want the call recording to continue after the warm transfer to this number.
Click Save Changes.
Step 3: Using the Number During a Call
During an active call in RingResponse, click the Transfer button.
In the transfer slide-out pane, select the External tab.
Your configured external numbers will be listed there by their friendly description.
Select the desired external number to initiate the warm transfer.
Best Practices
Use clear, descriptive names: The "Description" field should instantly let a user know who or where they are transferring to (e.g., "Accounting Dept - Line 2").
Maintain a lean list: Periodically review and disable or remove outdated numbers to keep the transfer list clean and efficient.
Consider recording privacy: Only enable Call Recordings Enabled for external numbers where continued recording is legally compliant and appropriate.
Train your team: Ensure all users know where to find the External tab during a transfer and understand the purpose of each listed number.
Troubleshooting
A configured number does not appear in the External transfer tab
Verify the number is Enabled in its configuration settings.
Ensure you are looking under the External tab, not the Internal tab, in the transfer pane.Call recording stops after transferring to an external number
Check the configuration for that specific external number. The Call Recordings Enabled toggle must be set to YES.Error occurs when attempting to transfer
Verify the external phone number is entered correctly in the configuration, including the country code if necessary.
Confirm the destination number is active and can receive calls.