Basic terms collected and defined
Mandate
Mandate is a formal document of instructions or directions given by a company to a service provider enabling them to act on the company’s behalf.
Phone numbers can only be active for the parties that are authorized to use them. A mandate is always needed if the number is used by a party other than its owner.
Example scenarios when mandates are needed:
Buying numbers – Permission given by the sponsor company to use their company information to purchase numbers.
Masking numbers – Permission given by the number owner to use number in LeadDesk environment.
Porting numbers – Permission given by the number owner to transfer the number to LeadDesk’s operator.
Further instructions can be found:
https://support.leaddesk.com/hc/en-us/articles/5958632635292-Understanding-phone-number-mandates
Sponsor
Sponsor is a partner company of LeadDesk’s customer. If the sponsor allows LeadDesk’s customer to use their number or company information, we will need a mandate from the sponsor to confirm this legally.
Mandates can be found:
https://support.leaddesk.com/hc/en-us/articles/5958632635292-Understanding-phone-number-mandates
Ordering numbers
Ordering numbers means purchasing new numbers for calling purposes through LeadDesk. These numbers are purchased by LeadDesk from LeadDesk’s operators. These numbers can be called both in inbound and outbound unless otherwise stated by LeadDesk.
Please order these numbers from:
https://leaddesk.com/leadapps-store/product/phone-numbers/
Ordering SMS numbers
OMNI numbers are numbers that have both Voice and SMS capabilities.
Voice-capability can be used in inbound and outbound. SMS can be used in both sending and receiving text messages.
Please order OMNI SMS numbers from:
https://leaddesk.com/leadapps-store/product/order-an-sms-number-for-inbound-use/
2 Way SMS numbers are SMS only numbers. 2 Way SMS numbers don’t have voice-capabilities. The SMS feature can be used in both sending and receiving text messages.
Please order 2 Way SMS numbers from:
https://leaddesk.com/leadapps-store/product/2-way-sms/
Masking numbers
Masking numbers means adding a number to LeadDesk that is already owned by the LeadDesk’s client or a sponsor. These numbers can only be used in outbound calling which means that they can’t receive calls in LeadDesk environment. These numbers can’t be used in sending or receiving text messages through LeadDesk.
Numbers can be masked through LeadApp Store:
https://leaddesk.com/leadapps-store/product/activate-existing-phone-numbers/
Porting numbers to LeadDesk
Porting numbers is the process of transferring a phone number from one telephone service provider to another. This process allows LeadDesk’s client’s to keep the same phone number that they already have and to use it to make and receive calls in LeadDesk. When a number is ported, it will be transferred from client’s current operator to LeadDesk’s operator and will be billed by LeadDesk.
Further porting instructions can be found:
https://support.leaddesk.com/hc/en-us/articles/115002723832-Porting-numbers-to-LeadDesk
Porting numbers away from LeadDesk
If you wish to transfer a number away from LeadDesk, please contact the new operator that your wish to port the number to. The new operator will check whether the number is portable, what the costs of the porting are and what additional information they need from you.
LeadDesk does not handle porting requests where numbers are transferred away from LeadDesk.
Branding numbers
Branding numbers allows LeadDesk’s client to show their company’s identity; name, location, logo, and a reason to call when the call is made.
Branding can only be offered to LeadDesk’s numbers. Masked numbers can’t be branded.
Branding requests can be made through LeadApp Store:
https://leaddesk.com/leadapps-store/product/branded-numbers-by-leaddesk/
Registering numbers
Registering numbers means adding numbers to local number directories with company information. If a registered number is searched from the local directory, the company information will come up.
Examples of local directories:
Finland – Fonecta
Sweden – Hitta.se
Norway – 1881.no
Registration can only be offered to some of LeadDesk’s numbers. Masked numbers can’t be registered by LeadDesk.
Registration request can be made by sending an email to numbers@leaddesk.com.
Please include in the email the numbers that you wish to register and the company information you wish to register the numbers with. If you wish to register numbers to another company, please also include a mandate.
Once we receive the registration request, we will check whether the listed numbers are registrable.
Call Forwarding
Call forwarding means that all incoming calls to one number are automatically redirected to another number.
If you wish to forward calls to a LeadDesk number, please contact your own operator and inform them the LeadDesk number you wish to forward the calls to. Your operator will handle the forwarding.
If you wish to forward calls from a LeadDesk number, please contact support@leaddesk.com.