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Configure physical phone device

HyperConnect supports voice calling capability on multiple devices. It supports the following device configurations:

  • Soft phone - Calls will be accepted or made via the browser. Users will ideally require headphones to attend calls

  • Physical phones (VoIP) - Calls will be accepted or made via configured physical devices. Currently, we support the below devices

    Businesses can also choose to operate a mixed model of Soft phones and Physical phones. Below are the different options available for customers:

    • Soft phones only - All users use soft phones and there are no physical phones at the location

    • Physical phone only - All users use physical phones only and use HyperConnect for Timeline, Messaging, and viewing guest information

    • Hybrid phone setup - Users choose a mix of soft phones and physical phones.

Key Features of the Physical Phones Section

  • Wired Devices

    • Displays detailed information such as the Friendly Name, Manufacturer, Model, MAC Address, and the assigned Agent.

    • Ideal for stationary setups like office desks.

  • Wireless Devices:

    • Includes details about the Manufacturer, Model, and MAC Address.

    • Lists the Number of Handsets and their associated Friendly Names.

    • Wireless handsets provide mobility for agents, making them suitable for dynamic environments.

Once all the steps are completed, a green icon shows up on the phone with the label HyperConnect beside it.

Number Porting

When transitioning to HyperConnect, businesses can retain their existing phone numbers through a process known as number porting. Number porting allows the transfer of phone numbers from one service provider to another. This ensures continuity in communication without changing well-established contact details.

Why Port a Number?

Businesses invest considerable time and resources in building a brand associated with their phone number. Changing that number can disrupt communications and affect customer recognition. Number porting allows businesses to retain their existing number while adopting the enhanced features of HyperConnect.

HyperConnect supports the porting of both local and toll-free numbers, ensuring that businesses can maintain their primary communication lines, regardless of the type of number they currently use.

Note

Porting a number is not compulsory to use HyperConnect. Businesses that choose not to port can forward calls from their existing number to the HyperConnect number. However, this approach means maintaining two providers and incurring additional costs. Alternatively, businesses can use a new number provided by HyperConnect, though this is not recommended as it would require changing their existing business number.

While the general process for number porting remains the same, the information required may vary slightly depending on the business’s location.

How to Port Your Number to HyperConnect

Number porting involves transferring your phone number from your current provider to HyperConnect. The process differs depending on whether your provider is Twilio or a non-Twilio carrier.

  • For businesses already using Twilio: Porting takes approximately 1 hour and businesses can choose the date and time (only on weekdays). Zenoti’s team will coordinate this process with minimal disruption.

  • For businesses using a non-Twilio provider: Once a business decides to port, Zenoti’s team will submit a request to Twilio. Twilio then assigns a date and time for the porting. The process takes 2-3 hours for calls, with an additional 30 minutes for SMS. Zenoti will keep customers informed throughout the process to ensure a smooth transition.

Important

  • Once Twilio assigns a porting date, it cannot be altered. The date is determined by the carriers involved, and businesses must be prepared for the scheduled downtime on the assigned date.

  • Some numbers may not be eligible for porting due to carrier restrictions. This will only be known after submitting a port request to Twilio. If this happens, businesses have the option to forward calls from their current provider to HyperConnect or acquire a new business number.

During the porting process, businesses may encounter challenges. Here are the most common reasons for delays or failures:

  • PIN/Passcode issues

  • Invalid authorization details

  • Invalid account number

  • Carrier freeze

  • Rate limit issues