Dixa: Forward your phone number to Zuzana

Keep the number your customers already know. Dixa keeps owning the number and passes every call on to your Zuzana number, where it becomes a ticket, with a recording and transcript when your IVR flow records the call. Your agents stop working in Dixa's phone view and take the calls in Zuzana instead.

This is the quickest way to move phone over while you still have Dixa. Once you are happy, we port the number to Zuzana and the forwarding goes away. See Good to know at the end.

What You'll Need

• Admin access to your Dixa account
• Your Zuzana phone number, found under Settings → Channels → Phone as the market's inbound phone number. No number yet? Ask us and we will provision one.
• One number in Dixa per market. Each Dixa number has its own phone flow, so repeat the steps below for every number you want to forward.

Step 1: Forward the number in the phone flow

1. Sign in to Dixa as an admin
2. Go to Settings → Phone
3. Find the number you want to forward and click the flow icon next to it. Click Create flow and name it Zuzana (or open the flow that is already active on the number)
4. Add a Forward call action as the first action in the flow
5. Enter your Zuzana number in international format, for example +45 xx xx xx xx
6. Set Call Pattern to First to pick up. There is only one number on the list, so Sequence makes no difference
7. Set the ringing time to the highest value Dixa allows. Zuzana answers right away, so this never runs out in practice, but a short limit gives you nothing
8. Save the flow and activate it on the number

Remove any Audio message, Business Hours, IVR menu or Queue actions that used to sit before the forward. Zuzana's own IVR flow greets the caller, offers the menu and reads your business hours, so a Dixa greeting would play twice and a Dixa menu would make the caller choose twice.

Step 2: Send every call through, around the clock

Zuzana reads your business hours itself and decides what callers hear when you are closed, so the Dixa flow should forward every call, inside and outside your opening hours. If your old Dixa flow started with a Business Hours action, remove it rather than pointing both branches at the forward. Set your opening hours in Zuzana instead. See Business Hours and Phone.

Step 3: Test it

1. Call your Dixa number from a mobile
2. Check that you hear Zuzana's greeting, not a Dixa message
3. Check that a phone ticket appears in Zuzana showing your mobile number, not your Dixa number. If it shows the Dixa number, ask Dixa Support to enable A-C forwarding on your account, so forwarded calls carry the caller's number
4. Call once outside your opening hours and check that you hear Zuzana's closed message

Note: Do not use your Dixa number as the Overflow phone number in Zuzana. Dixa would send the call straight back to Zuzana and the caller would go round in a loop. Use a mobile or a separate line instead.

Good to know

• Cost: Dixa stays the carrier of the forwarded leg and invoices you for the full length of every forwarded call, on top of what the call costs in Zuzana. That is fine for a transition, not for the long run.
• Dixa still logs the calls: every forwarded call also shows up as a conversation in Dixa. Your Dixa phone reports will keep counting them. Nothing needs doing there, just do not let agents answer from both tools.
• Port the number when you are ready: moving the number itself to Zuzana removes the forwarding and the double cost. We prepare the paperwork with you, Dixa gives its port-out consent, and we agree a switch day. Ask us when you want to start.
• Undo: in Settings → Phone, activate your previous flow on the number again. Calls go back to your Dixa queues right away.
• Outbound calls: this only covers incoming calls. Calls your agents make from Zuzana show your Zuzana number, not the Dixa number.