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Phone Number Types: Overview and Use Cases

Kristen Fiddes Updated by Kristen Fiddes

Read Time: 3 mins

Phone number types are used to identify the various phone numbers that can be added to a contact within your Sonar instance. By default, three phone number types are preloaded into your instance: Home, Mobile, and Work, but additional types can be added as needed. Phone number types can be beneficial when deciding upon the best method to communicate with the contact; for example, in scenarios that involve sales, you may wish to avoid calling a customer's work number and instead focus your efforts on contacting them at their home number. Without that distinction between numbers, you could run the risk of creating a negative experience for the customer.

The Global Search tool allows you to search for phone numbers existing in your instance, regardless of what type it has been added under. With this feature, you can easily identify whether an inbound caller may be attached to an account. This can also be particularly helpful for situations where a voicemail has been left without enough identifying information, which would otherwise prevent you from locating an existing account.

Creating a Phone Number Type

To create a Phone Number Type:

  1. Navigate to Settings > Communication > Phone Number Types
  2. Click "Create Phone Number Type"
  3. Input a name that will be used to identify the type of number stored in this field and add a checkmark if the number is SMS Capable.
    The SMS Capable field is planned to be used as part of a future feature release, for sending and receiving SMS messages to contacts.
  4. Click "Create", the phone number type will now display in the table and can be edited or deleted by the "Edit" button or by clicking the downward arrow, both of which can be found to the right of the name.

How to Use Phone Number Types

To add a phone number to a customer account:

  1. Navigate to Contacts and alongside the corresponding contact name, click on the downward arrow and then click "Edit Phone Numbers"
  2. In the new modal, you can add additional phone numbers by clicking "Add Row". A new row will appear where you will select the applicable country from the dropdown, add in a phone number (and extension if necessary) and then use the dropdown beneath "Type" to select from the existing phone number types in your instance.
  3. When you are finished adding a new number or editing an existing one, click "Apply". A notification will display in the upper right corner indicating the row was saved. Once all changes are saved, you can close out of the modal.

Example Use Case

Tech in the Field

Bob has arrived to the Residential Installation job scheduled in his calendar but no one appears to be at the property. As a part of the installation would include running cable to the interior of the home, Bob requires someone present to provide him access. Bob uses the Sonar Field Tech App to populate the account and identifies that there are two possible contact numbers on file; as Bob is at the residence he concludes that calling the home number likely wouldn't reach the customer, however the other number is listed as a mobile type. Bob calls this number and is able to reach Peter and confirm that Peter will be there momentarily.

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