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Fixed Numbers

This article shows you how to create, view, edit & delete fixed numbers. You can also find out more about our Fair Usage policy.

What are fixed numbers?

Fixed numbers are for use in offline campaigns & ad extensions. These numbers are not connected to our JavaScript, and therefore we cannot provide an online marketing journey leading up to calls received; we advise using dynamic phone numbers for online activity, and fixed numbers for capturing basic call information on offline marketing activity.

Calls made to fixed numbers can still provide useful data in the Portal. We can capture caller ID (if not withheld), call duration information and any goals that have been triggered. We can also utilise any features which are enabled on the tracking pool it's assigned to (e.g. call recording, call rating, call announce, etc.).

Set up and use of fixed numbers are included in your package, there is a fair usage fee for fixed numbers which you can read more about at the bottom of this article.

Ordering Fixed Numbers

We recommend Simple Mode for provisioning offline numbers, unless you would like us to send through specific Campaign and Publisher information into Google Analytics, Salesforce or other third party integrations, where you will want to have a look at our Advance section.

Here below is how to setup a fixed number using Simple Mode:

  1. Navigate to Admin
  2. Select Telephony Settings - formerly named Phone System Manager
  3. Select Order Fixed Number
  4. Choose a number type e.g. 020 for London, 0808 for Freephone
  5. Select a tracking pool (you must make a selection from the drop down menu, even if you only have one tracking pool)
  6. Select a Channel that best represents where this number will be displayed and the type of calls it will generate. If you need to create a new channel, please refer to our Channels article.
  7. Choose a unique keyword/description for the number. This is an internal reference for you so that it helps show what this number was used for within your reporting. For example, if the fixed number is intended for a magazine, you might want the description to have some detail about which magazine edition the number was placed onto, or what month the magazine was launched, etc.
  8. We would suggest you select Default for your destination number, this will direct the calls through to your main destination number for that tracking pool, which will appear once you tick the box. This will ensure quick re-direction of all numbers within a tracking pool if need be by simply changing your default destination. If you would like to enter a unique destination number the you must ensure it is in E164 international format. with the correct country code and without spaces or special characters (including at the end of the number if you have copied and pasted).
  9. When you're happy with the selections you have made, select Request Numbers. You will be directed to a page where you will be assigned your fixed number and your fixed number information will be summarised.
  10. Wait a few minutes, then please make a test call to ensure the fixed number is routing to your satisfaction.

Here below is how to setup a fixed number using Advance Mode:

  1. Navigate to Admin
  2. Select Phone System Manager
  3. Select Order Fixed Number
  4. Choose a number type e.g. 020 for London, 0808 for Freephone
  5. Select a tracking pool (you must make a selection from the drop down menu, even if you only have one tracking pool)
  6. Select a Channel (which in most cases will be for PPC when using advance mode to setup fixed numbers for ad extensions)
    • If you have selected PPC as your channel type please choose the Network publisher, either Google AdWords or Microsoft Ad Center (Bing). The Campaign & Keyword fields are optional, but we recommend using them if appropriate. This must match exactly to what you have within AdWords or Bing.
    • If you have selected another channel in Advance Mode, please ensure you enter the campaign information exactly as it is within Adwords.
  7. Enter a Destination Number or simply select Default which will direct the calls through to your main destination number for that tracking pool, which will appear once you tick the box. You will need to include country code and ensure that there aren't any spaces (including at the end of the number if you have copied and pasted).
  8. When you're happy with the selections you have made, select Request Numbers. You will be directed to a page where you will be assigned your fixed number and your fixed number information will be summarised.
  9. Wait a few minutes, then please make a test call to ensure the fixed number is routing to your satisfaction.

Infinity Tip!..We recommend using a geographical number rather than a freephone number as your destination number, this will help keep your call charges down from other providers. Generally all freephone numbers will have an underlying geographical number beneath them, therefore it is worth finding this out.

Fixed Number Management

If you need to view, edit or delete any of your fixed numbers, please follow the guide below.

  1. Navigate to Admin
  2. Select Telephony Settings - formerly named Phone System Manager
  3. Select Dial-In Groups Editor
  4. Locate the tracking pool required
  5. Select View Fixed Numbers
  6. Search for your number
  7. If you wish to edit or delect your numbers you can either;
  • Select edit if you wish to update the channel, description or destination number of that number. Please ensure you select save.

  • Select delete if you wish to remove the number permanently. Please bear in mind that the number will no longer connect.

If you have updated the destination number of that number, we recommend placing a test call to ensure this connects. This can take around 2 minutes to sync once the changes have been made.

Fair Usage Policy

Fixed numbers are free to set up, but please be mindful of Fair Usage:

Fixed and Offline Tracking Numbers are provided on the basis that you must receive at least 10 calls per calendar month per Call Tracking Number (the "Fair Usage Policy").

The Fair Usage Policy requires that a minimum of 10 calls are received inbound per fixed number per calendar month. Fair Usage units will apply to any calls not received. Fair Usage units are charged at 10p on our latest GBP billed packages and 15c on our latest USD billed packages. Please note that if you are on a unique or legacy package, your Fair Usage charge may be different. Fair Usage charges are exempt from any discounts.

  • Example 1: Your fixed number does not receive any calls within the given calendar month. Your Fair Usage charge is therefore £1/$1.50 (10 x 10p/15c) for that number for that month.
  • Example 2: Your fixed number received 6 calls within the given calendar month. Your Fair Usage charge would be 40p/60c for the 4 calls which were not received.

This is also defined in article 3.8 of our Terms and Conditions

https://www.infinitycloud.com/terms-and-conditions

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  1. Getting Started
  2. Enhancing your Installation
  3. Frequently asked questions
  4. Call Management
  5. Number Management
  6. Infinity API