Phone numbers & caller ID.

Get a number

Open Numbers in the admin console and press Get a number. Search by country and area code, pick one and buy it. Owners and admins manage numbers.

• Countries: United States and Canada.
• How many: Starter up to 5 numbers, Growth up to 20, Enterprise up to 100. A trial without a card gets 1.
• On the simulator the search returns synthetic numbers, and a new workspace already has one.

Release a number from its page when you no longer need it; the dialer asks you to confirm first. A canceled workspace's numbers are released 30 days after cancellation.

Route a number

Each number's page sets where its calls go.

Inbound route

Hours and after-hours

Attach a business-hours schedule to the number and pick an after-hours route for when it's closed (by default, the workspace voicemail). Schedules, holidays and time zones are covered in Queues & IVR.

Recording and caller ID use

Each number has its own recording policy (or inherits the workspace default) and a switch that allows it to be used as outbound caller ID.

When inbound calls are refused

Calls to your numbers are answered even when outbound calling is stopped: usage limits, a paused outbound, or terms not yet accepted never block inbound. Callers hear "This number is temporarily unavailable." only when the workspace itself can't take calls (for example while it's suspended) or when it's at its maximum number of simultaneous calls.

On the simulator, Simulate inbound call to this number places a test call through the number's full route.

Caller ID

The caller ID is the number your customer sees. It must be one of your workspace numbers flagged for outbound use, or a verified caller ID: a number you already own elsewhere, verified from Numbers on live telephony.

For each outbound call, the dialer picks the first of these that is set:

1. The number the agent chose in the softphone's From menu.
2. The campaign's or queue's caller ID.
3. The workspace default caller ID (Settings → General).
4. The first of your numbers that can be used for outbound calls.

With no usable number, the call is refused with "Add a phone number before calling out."

Local presence. A campaign can use local presence instead of one fixed number: the dialer picks one of your numbers with the same area code as the contact, then one in the same state, then falls back to the campaign's fixed number.

Business verification

Carriers decide how your calls appear on the other end. Two things help most, and both depend on the carrier knowing who you are:

• SHAKEN/STIR attestation. Every outbound call carries a signed statement of how well the originating carrier knows the caller and their right to use the number.
• CNAM. The business name shown on the recipient's phone, where their carrier supports it.

Unverified workspaces' calls are more likely to display as "Spam Likely". On live telephony, the numbers and campaign pages warn you until your business is verified, and the Overview checklist includes Verify your business.

1. 01

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   Fill in the business profile

   In Settings → Business, enter the legal name, business type, EIN, address, website, an authorised representative (name, title, email, phone), your use case, expected monthly minutes and the CNAM display name.

2. 02

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   Submit for review

   Press Submit for review. The profile becomes read-only while it's reviewed.

3. 03

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   Registration

   The operator registers your business and numbers with the carrier's trust programs (SHAKEN/STIR and CNAM) and records the result.

4. 04

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   Approved or rejected

   Approved profiles stay read-only. A rejected profile shows the reason so you can fix it and submit again.

Profile statuses are draft, submitted, in review, approved and rejected. After approval, each number shows its attestation level and CNAM registration on the Numbers page.