Who can use this: Tech admin, Business admin
Available on: Gong Foundation, Gong Engage
Local dialing gives reps a number that matches the area code of the person they are calling, which increases the likelihood that the call is answered. When a rep selects Local number as their calling-from number, Gong automatically picks the best available matching number.
Enable local dialing
Local dialing is off by default. Once you turn it on, reps can select it from the calling-from dropdown in the dialer.
To enable local dialing for your company:
From the left sidebar, click Admin center.
In the Settings tab, click Dialer setup under Gong Engage.
In the Phone numbers tab, toggle on Allow local dialing.
Once enabled, reps can select Local number from the "Calling from" dropdown in the dialer.
How Gong selects a local number
When a rep uses local dialing, Gong displays a phone number that matches the area code of the person being called whenever possible.
To find a matching number, Gong:
Checks your company's local dialing number inventory.
Checks company numbers and numbers assigned to the rep.
Purchases a new number through Twilio if a matching number isn't already available.
In some cases, Twilio may not have an available number in the required area code. When this happens, Gong can't purchase a matching number.
For US and Canada numbers
Automatic provisioning is available. If no matching number exists in inventory or assigned numbers, Gong will purchase one.
For non-US and non-Canada numbers
Automatic provisioning is not available outside the US and Canada. Gong selects an assigned or company number matching the destination country code if one exists. Getting numbers for other countries requires contacting Gong Support.
Local number and inbound calls
When a prospect calls back a local number, Gong routes the call based on the inbound call configuration associated with the rep who most recently used that number.
If the rep has an assigned business number, inbound calls to that number are routed directly to the rep.
If the rep has configured a personal forwarding number, inbound calls are routed to that forwarding number.
If the rep doesn't have a personal forwarding number, inbound calls are routed according to the company forwarding settings.
For details on inbound call routing and forwarding numbers, see Set up inbound calls for the Gong Dialer.