Q. Why am I receiving calls from unusual numbers?

These numbers are typically seen from Customers calling using a VoIP service (e.g., Google Hangouts, Skype, Viber, etc.). Gladly converts words (e.g., UNKNOWN) to digits (e.g.,865 6696).

There is no way to stop these phone numbers from appearing as the carrier controls these but Gladly recognizes that this also creates a challenge in creating a unique number to attach to a Customer Profile. For instance, the wrong Profile may be opened when a Customer calls using a VoIP number. Other symptoms could include:

• A Customer’s voicemail may appear on a different Customer’s Profile
• A Customer Profile may appear associated with other Customer Profiles

Suggested solution #

Note that non-unique contact details create new Profiles with every phone call. As the numbers above create Customer Profiles in Gladly, merge them so all “unusual” numbers create a Customer Profile. The goal is to open the same Customer Profile whenever the numbers above are identified. Because an incoming call will automatically open and store the recording in the “unusual” phone number’s Customer Profile, use the pin feature to pin the phone call to the Customer’s true/existing Customer Profile. If a Profile doesn’t exist, add a new one and pin the call there.

Certain numbers may be blocked altogether via either the IVR or Rules. Blocking anonymous numbers will bar calls with these numbers from coming through.

Team Managers or Administrators will ultimately decide how to communicate and implement this process to the rest of the team to make it a sensible but successful solution.