Premium Phone Numbers
Premium Phone Numbers
Article summary
Did you find this summary helpful?
Thank you for your feedback
Close has combined two non-negotiables for modern businesses: a CRM and a business phone system. With Premium Phone Numbers, you can automatically route calls to specific team members using data from Close, such as directing them to the Lead Owner, and distribute new leads among sales reps to ensure fair coverage. Brand-new leads can also route themselves through a phone menu, providing a streamlined experience.
Creating Premium Phone Numbers
Under Settings > Phone & Voicemail, create a new Group Number. Then select the pencil icon to edit it.
On the following page, you can toggle on Lead-based call routing and the Phone Menu.
New to Close? You can keep your existing phone number.
Port your phone number to be used in Close as a Premium Phone Number by following our guide here.
Lead-based call routing
Incoming calls to your Premium Number will be routed based on your lead data, such as a Lead Owner custom field and Lead statuses.
Lead Status Routing
You can set specific routing rules based on the lead's current status:
Prospects, Qualified Leads, Demos, Negotiations → Route to the Sales Group.
Customers → Route to the Success Group.
Partners → Route to the Support Group.
Inbound calls routed by Lead Custom Fields
Selecting single-user custom fields such as "Lead Owner" will route the call to the specified user (e.g., "Kate").
Multi-user custom fields like "Response Team" will ring all listed users (e.g., both James and Danielle).
Phone Menu
Take the mystery out of inbound calls: using the Phone Menu that functions as an IVR (Interactive Voice Response), inbound callers can route themselves to the appropriate individuals or teams within your Organization. Sales reps will know their inbound calls are directly relevant to their department and speciality, reducing the need to pass a caller around to other team members.
The menu audio greeting allows for personalization of your IVR greetings to provide a tailored experience for callers. Record your own menu, or upload an existing audio file into Close to help your callers.
Setting up the Phone Menu
After enabling the Phone Menu, review the key commands that a caller can use to reach the user or option they are looking for. Specific users can be selected (even if the user is not a member of that Group Number), along with specific actions:
Pass the call on to ring for the group members
Forward the call to an external number
Send the caller to voicemail
Repeat the options
The default action will be triggered if a caller stays on the line without selecting an option. Repeating the Phone Menu options (it will automatically repeat up to 10 times) or sending the caller on to pass through the group members are good options to use here.
Users must have at least one personal phone number in order to receive calls.
If a user without a personal number is part of the Phone Menu, the default action will be triggered. Make sure all users specified under the Phone Menu have a personal phone number to avoid this scenario. All users are able to obtain a personal phone number under Settings > Phone & Voicemail.
Round Robin Call Distribution
Premium Numbers have the option to employ a round-robin system to evenly distribute inbound calls across the members in that Group Number. This means that each new incoming call is routed through the list of Group members based on previous call attempts or answered calls, balancing the workload across the team.
Users can configure the amount of time each call rings for each team member. If a team member doesn’t answer the call within the set time frame, the call will move to the next person in the list. If a user is busy on another call, the system will skip their turn and continue down the list.
Downgrading or removing a Premium Phone Number
You can remove Premium Phone Number capabilities by clicking into the gear icon on the upper-right corner:
Downgrading a Premium Phone Number means you will lose Lead-based call routing, the Phone Menu, and inbound calls will ring all at once instead of following a specific order.
Deleting a Premium Phone Number will delete the phone number as a whole, and will unrent the phone number from Close. Only do this if you do not intend to use that phone number in the future.
Any questions?
Our Support Team is always happy to help.