There are different types of phone numbers involved when using Playbooks - agent number, agent leg number, caller ID, LocalPresence numbers, DINs, etc. This article explains these numbers and their significance in Playbooks.
This is the phone number for the handset an agent (sales representative) uses to place/receive calls. Incoming calls for establishing the agent leg will reach this number. The article Configuring Agent Phone Number and Caller ID in Playbooks explains the configuration options related to the agent number.
Agent Leg Number
The number that appears on your phone when receiving a call from Playbooks to establish an agent leg.
It is the number Playbooks uses to make calls. It is recommended to add this as a contact on your phone to avoid missing agent leg connect attempt calls. Usually, it is the number
+12013450841 which is explained in Error Message: "Unable to Connect Call" when Trying to Make Outbound Calls in Playbooks.
This is the number that prospects see when receiving a call made to them using Playbooks. It can be chosen from a set of possible options depending on the configuration. It is also possible to set a custom phone number as the caller ID. More information about this is available in How to Set or Change Caller ID.
LocalPresence is one of the options available when setting up the caller ID. It uses the prospect’s area code and selects a number to present to their caller ID to match the geographical location of the prospect. Here’s a reference article on LocalPresence Functionality.
Direct Inbound Number
A Direct Inbound Number needs to be configured if you want agents to receive calls to their direct numbers through Playbooks. The article What Is the Purpose of Direct Inbound Number? explains its overall purpose.
This is the phone number of the prospect to whom a sales rep using Playbooks expects to be connected via Playbooks. This should be of the correct Phone Number Format E.164 Standard. The article Making Calls in Playbooks explains how a prospect's number can be input or selected in Playbooks or in the CRM (if Click-to-call is enabled) for making a call.
Calls in Playbooks
Users use Playbooks to make outbound calls to prospects, and they can also receive calls in Playbooks. It is recommended to review the article Calls in Playbooks for details on how Playbooks handles calls. There are two ways to make calls - phone-based and computer-based. Calling Preferences Overview - Phone and Computer-Based Calling explains this.
The Call Path determines how a call is routed when it reaches the Playbooks system. It consists of components that can be configured in the Playbooks Manager App depending on how you want calls to be routed by and through Playbooks. For more information, refer to the article Overview of Call Paths.