Assigning a number to a tribe

A call has to belong to a tribe before it can appear in that tribe's figures, and Gorilla Dash works that out from the tracking number the customer dialled. Telling it which number belongs to which tribe is therefore the one piece of setup that everything else in call tracking depends on.

Assigning a number

Select Calls in the left-hand menu, then Assign Numbers.
Find the number you want. If you know it, paste it into the Search box; otherwise tick the No tribe checkbox above the list, which leaves only the numbers still waiting to be assigned.
Select the Tribes box on that row and choose the tribe.
The assignment saves as soon as you choose. There is no separate Save button on this screen.

To move a number to a different tribe, choose the new tribe in the same box. To leave a number unassigned, clear the box.

Reassigning a number does not move the calls already recorded against it

Calls keep the tribe they were attributed to when they arrived. Moving a number changes where future calls land, so the old tribe's history stays as it was. This is deliberate — it stops last month's reports changing underneath somebody — but it does mean a number assigned to the wrong tribe for a while leaves a period of misattributed calls that has to be explained rather than corrected. Calls that arrived with no tribe at all are the exception: because nothing was decided about them, they can still be attributed later. Ask your Gorilla Dash contact to reprocess them once the number is assigned.

Numbers that serve more than one tribe

Some networks publish a single number for the whole brand — a national number on television advertising, or a switchboard that asks the caller to choose from a list of your tribes. A number like that cannot belong to one tribe, because the calls arriving on it belong to many.

The Shared / IVR switch on the number's row is how you say so. Turning it on removes any tribe the number currently has and stops Gorilla Dash assigning it to one, and the Tribes box on that row is disabled while the switch stays on. Turning it off again makes the number assignable as normal.

Calls on a shared number are not thrown away. Because the call was eventually answered somewhere, Gorilla Dash compares the answering phone against the main telephone number recorded on each of your tribes, and attributes the call to the tribe whose number matches. That is why keeping the Main Telephone field accurate on every tribe matters more than it looks: on a network with a switchboard, it is the only thing connecting a call to a tribe.

A TIE IS DROPPED, NOT GUESSED

If two tribes have the same main telephone number, Gorilla Dash cannot tell which of them answered, so it records the call with no tribe rather than picking one. A sudden run of untribed calls on a shared number is usually two tribes sharing a phone number by mistake.

Checking your work

After a batch of assignments, open the Calls screen and look at the Tribe column on the most recent calls. Calls arriving with no tribe against them are the sign that a number is still unassigned, is marked as shared without a matching main telephone number on the tribe, or has been rented but never set up.