Manage inbound and toll-free phone numbers

 

Updated: November 1, 2016

Applies To: Dynamics Marketing

System_CAPS_importantImportant

Microsoft Dynamics Marketing is scheduled to be retired on May 15, 2018. After that date the service will no longer be available. Please plan accordingly. For details, see the blog post Microsoft Dynamics Marketing service will be discontinued, and learn what’s coming next.

The Phone #s feature provides a centralized table of customer-facing phone numbers (such as toll-free numbers), each of which might be associated with a specific brand, product, or campaign. Use this feature to establish details about a given inbound number and make it available to related Dynamics Marketing entities associated with that number. The following types of entities can be associated with inbound phone numbers:

  • Email marketing messages

  • Campaigns

  • Lists and queries

  • Results

  • Advertisements

  • Media outlets

  • Media-expense items

  • Media-order items

To work with phone numbers, you must have Edit/View Phone Number privileges. More information: Work with user accounts and staff contacts

To work with phone numbers, go to Settings > Campaign Management > Phone #s. This brings you to the Phone #s list page, which provides many of the standard controls for searching, sorting, filtering, adding, removing and viewing items in the list, plus other common features. For details about how to use these common controls, see Learn how to work and get around in Microsoft Dynamics Marketing.

Whenever you create or edit a phone number, the settings listed in the following table are provided.

Setting

Description

Active

Select this check box to activate the current record; clear it to deactivate the record. Active records are always shown on the list page and are also available for use in other parts of Dynamics Marketing. Inactive records are usually hidden in the list view and aren’t available elsewhere. When you delete a record on the list page, it’s not actually deleted, just set to inactive. On the list page, you can toggle to show or hide inactive records in the list.

Phone Number

Enter a descriptive name for your phone number here. This value identifies the record in list views, drop-down lists, and other areas of Dynamics Marketing. You might choose the actual phone number itself, but we recommend that you instead use a name or other identifying phrase that all users will immediately recognize and use the DNIS field to hold the actual number.

DNIS

Enter the actual phone number, as dialed by the caller. Dialed Number Identification Service (DNIS) is a technology often used by call centers where each operator might receive calls from any of several different dialed numbers, for example, toll-free numbers for different brands or campaigns. The DNIS system reports the number as dialed by the caller, making it available to help direct the call and as information for the operator who takes the call.

Company

Enter the name of the company that the current record belongs to. The company must already exist in the database; type-ahead assistance is provided (or enter “%%” as a wildcard to scroll through all companies). The current record is only available for use with other relevant entities that are also associated with this same company. For example, a marketing message associated with the company Woodgrove Bank can only be sent to contacts belonging to Woodgrove Bank and included in campaigns associated with Woodgrove Bank.

Division

If relevant, enter a division of your selected company to associate with the current record (you must select a Company first). The division must already exist in the database. Type-ahead assistance is provided (or enter “%%” as a wildcard to scroll through all divisions). In some (but not all) cases, the current record is only available for use with other relevant entities that are also associated with this same division. See also: Set up divisions and departments to reflect your organization.

Description

Enter a description of the phone number so that you and other users will know what it’s for.

Start Date and End Date

Specify the date range during which the current record can be used. You can enter values directly or use the convenient calendar and clock buttons to select valid values from a calendar or time selector.

Created By

Shows the name of the contact that created the current record. This is automatically set to match the current user when the record is created, but you can also change it. The specified contact must already exist in the database; type-ahead assistance is provided (or enter “%%” as a wildcard to scroll through all contacts). This setting can affect which users are able to see and edit the current record, depending on the users’ security settings and team memberships. More information: Work with user accounts and staff contacts and Define and manage teams.

Category and Type

Use these drop-down lists to apply a type or category to the current record. These values can be useful to help identify the item and for sorting and filtering lists. Your site administrator can customize the values to ensure that they match the needs of your organization. See Create custom drop-down values and folders for details about how to customize drop-down values.

Instructions

Enter any relevant details about how and when the phone number should be used.

After you have saved your record at least once, you’ll see related-information tabs below the dotted line. Use the drop-down list at the top of this area to change the tab. Each tab shows a specific type of information that’s related to your current record. Usually the tabs are views into other areas of the site (such as jobs, invoices, or leads) and work the same way here as they do on the main list and maintenance pages for the relevant features, except that here they are filtered to only show records that are related to the current record.

The available related-information tabs are summarized in the following table.

Tab

Description

Approvals

If you require approval before an item can be used, use this tab to create and monitor an approval workflow. More information: Manage review and approval routing.

Campaigns

Use this tab to view all campaigns linked to the current record, and to create new campaigns that use it. More information: Create and manage your campaigns.

System_CAPS_tipTip

To add a phone number to an existing campaign, go to the appropriate Campaign maintenance page and open its Phone #s related-information tab.

Email

Use this tab to send and view emails related to the current record. Note that only mails sent using this tab will be shown here; any replies will go to your standard inbox and won’t appear in Dynamics Marketing. More information: Manage emails.

Log

Shows log entries related to the current record. These are auto generated and can’t be edited here, just viewed.

Notes

Use this tab to add, view, and reply to notes related to the current record. More information: Notes.

Results

Use this tab to view all marketing results that are linked to the current record, and to create new results that are related to it. More information: Marketing performance measurement results.

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