Default Scenarios For Twilio Numbers

This article provides an overview of how Referins selects which Twilio outbound number to use for contact in various scenarios. Knowing how the system determines the appropriate number can help you manage your communication efforts more effectively.

Key Features and Benefits

1. Automatic Number Selection: Ensures the appropriate Twilio number is used based on user and contact assignments, streamlining communication.
2. Flexibility: Adjusts to different scenarios, whether a contact is assigned to a user or not, and remembers previously used numbers.
3. Efficiency: Saves time by automating number selection, reducing the need for manual adjustments.

How Referins Selects Twilio Outbound Numbers

1. Contact Assigned to a User with an Inbound Twilio Number: If the contact is assigned to a user, and the user has an inbound Twilio number selected, Referins will always default to the inbound Twilio number for outbound calls.
2. Contact Assigned to a User Without an Inbound Twilio Number: If the contact is assigned to a user without an inbound Twilio number, Referins will use the default outbound number selected in the settings.
3. Contact Not Assigned to Any User: If the contact is not assigned to any user, Referins will use the default outbound number.
4. Repeat Contact: If the contact is contacted again, Referins will default to the number previously used to contact them unless they have been assigned to a user with a different inbound Twilio number since the last contact.

How to Use

1. Set Up Twilio Numbers:
   • Ensure that Twilio numbers are correctly set up and assigned to users in the settings.
2. Check User Assignments:
   • Assign contacts to users if needed, ensuring their inbound Twilio numbers are selected.
3. Make Outbound Calls:
   • When making outbound calls, Referins will automatically select the appropriate Twilio number based on the abovementioned rules.

Pro Tips

• Managing Microphone Permissions: To avoid call issues, ensure your microphone permissions are set correctly in your browser and device settings.
  • For Windows: Go to Settings > Privacy > Microphone and ensure the microphone is allowed for apps.
  • For Mac: Go to System Preferences > Security & Privacy > Privacy tab > Microphone and enable access for your browser.
• Troubleshooting:
  • If calls are disconnected or not dialing, check for any browser extensions (like VPNs) that might be blocking the call.
  • Try using the browser's guest mode to eliminate extension conflicts.
  • Ensure the Twilio number's outbound call timeout is over 20 seconds.
  • Log in from your mobile phone's browser using cellular data to determine if the issue is device or network-specific.

FAQs

1. If I log in as a user with an assigned Twilio number, why are calls going from the default Twilio number?
   • Calls will dial out from the user-assigned Twilio number if the user has only assigned data enabled and the user role is set to User. The default Twilio number will be used if the user role is Admin or only assigned data is not enabled.
2. Why do calls disconnect only from the mobile app?
   • Check the microphone and app permissions on your mobile device. Ensure no VPNs or network issues are causing the disconnection.
3. I can't dial out from the sub-account; calls drop immediately.
   • If using a Twilio subaccount SID, verify that the TwiML app's location ID is correct. Ensure that all settings and permissions are properly configured.
4. Why can't I find contacts during a warm transfer in the live transfer window?
   • Ensure the contact list is updated, and check for any filters hiding the contacts. Confirm that the correct contact information is available in the system.