Funnel Phone Number Setup

Funnel Phone Number Setup

Funnel users are able to make calls and texts, as well as receive calls and texts directly through the Funnel platform. To do this, each user must generate a unique Funnel phone number. All agents using Funnel must have a Funnel phone number. Agents that will be using a headset to complete in-browser calling, will not need to link a device. Agents that will be using a hard phone (desk phone) will need to complete part two of this job aid to link devices.

Click here to access a word version of the job aid.

Adding a Funnel Phone Number

1. Login to Funnel and click on the Username in the upper right-hand corner of the screen. Select Settings from the drop-down.  

2. Click on the Calls and Texts tab

3. Enter in the 3-digit area code where the community is located. Select Generate Number

4. Select Use This Number. If the desired area code is not available, add in a secondary area code for the community and search again.

5. Go through the setup tips. A screen will pop up that shows the benefits and uses of the new Funnel number. Read the alerts, and click Done when finished.

6. The assigned Funnel number will now appear in the Call Handling and Text Messaging section within Settings.

7. If ever needed, an agent can select Disconnect to remove the assigned Funnel number. This should only be done if the agent is moving to a new community or the agent is no longer with the company.

8. If the agent will be using a linked device proceed to the next step. If the agent will only be using in-browser calling with a headset no linked devices are needed.

Linking a Device in Funnel

1. On the same tab in settings, Calls and Texts, select the option to + Link a phone number under the Link an Existing Phone Number header.

2. Add the nickname for the phone number, such as Desk Phone, or cell phone. Add the phone number to link. Select Link Number.

• • The Funnel assigned number should never be added to the Link a Phone Number section

3. Once the phone number is linked, confirm Call Forwarding is defaulted to ON

4. If ever needed, select Unlink to disconnect the linked phone number

• • Floating agents may have multiple linked phone numbers
  • Floating agents will receive calls from all communities, not just the community they are working at that day

Revised 3.9.2021 | Funnel Phone Number Setup