The Phone Numbers page shows all phone numbers assigned to your account. From here you can order new numbers or initiate a port to transfer existing numbers from another carrier.
Viewing Phone Numbers
Navigate to Phone Numbers from the sidebar. Use the search box to filter by phone number, caller ID name, carrier, or call-routing target. Switch between the Active, In Progress, and Cancelled tabs if you don't find what you're looking for.
Adding Phone Numbers
Click Add Numbers to see two options:
Order New Numbers — browse or search available numbers from inventory, select the numbers you want, optionally choose where they should route calls, and complete the order.
Port Existing Numbers — transfer phone numbers you already own from another carrier. See Port Orders for the full process.
Ordering New Numbers
Use this wizard to search for available phone numbers and add them to your account.
How It Works
Navigate to Phone Numbers → Add Numbers → Order New Numbers.
Search by area code or ZIP code to browse available numbers.
Select the numbers you want from the results.
Click Order to add them to your account.
Ordered numbers are available immediately and appear on the Phone Numbers page.
Limits
Each account has a cap on the total number of active phone numbers it can hold (25 by default, configurable per account). An order that would push the account over its cap is rejected. If you need more numbers than the default, ask your platform administrator to raise the cap.
Ordered numbers are activated as soon as the order completes — there is no multi-day wait for a new purchase. Porting numbers from another carrier is a separate process with its own timeline.
Tips
You can select multiple numbers from a single search before ordering.
If you need numbers in a specific area code, search by area code for the fastest results.
To transfer numbers you already own from another carrier, use Port Existing Numbers instead.
Port Orders
Number porting lets you transfer existing phone numbers from your current carrier. The process involves creating a port order, providing subscriber details, and scheduling the transfer.
Port Order Workflow
Draft — enter phone numbers, subscriber info, service address, and schedule.
Approved — review and electronically sign the authorization.
Submitted — the order is sent to the carrier for processing.
Scheduled — the carrier confirms a scheduled transfer date.
Complete — numbers are successfully transferred.
If the carrier rejects the order, it enters an Exception state where you can edit and resubmit.
Creating a Port Order
Navigate to Phone Numbers → Add Numbers → Port Existing Numbers.
Enter the phone numbers you want to port. The system checks each number's eligibility and identifies the current carrier.
If numbers belong to different carriers, the system automatically splits them into separate port orders.
Click Create Port Order to save a draft.
Completing the Draft
The port order form has five sections:
Numbers — the phone numbers to transfer. You can add or remove numbers while the order is in draft.
Call Routing — choose where the numbers should send incoming calls. The routing is applied ahead of time so calls go to the right place the moment the transfer completes. Optional — choose Set up routing later if preferred.
Port Details — Business Telephone Number (BTN), Business Name (must match your carrier's records exactly), Authorized Contact, and optional Account Number and PIN.
Service Address — enter the service address exactly as it appears on your current carrier's records. Address mismatches are the most common reason for port rejections.
Timing & Documents — Port Date (5–30 business days out), Port Time (8 AM–8 PM Eastern), and optional CSR and bill uploads (strongly recommended to reduce rejection risk).
Approving a Port Order
Review the summary on the Review page.
Type your full name as an electronic signature.
Check the authorization box.
Click Approve & Sign.
Timeline
Number porting is a carrier-to-carrier process. What to expect:
Typical duration: 10–15 business days from submission to completion for standard ports.
The date you pick is a request, not a guarantee — your current carrier may come back with a different date.
Rejections extend the timeline. Uploading a recent CSR or bill upfront is the single best way to avoid this.
Handling Rejections
The order enters Exception status with a rejection reason.
Click Edit & Resubmit to correct the information.
Resubmit the order to the carrier.
Directory Listing
The Directory Listing card in Settings lets you register one of your phone numbers in national directory databases, 411 directory assistance, and online business directories. A registered listing helps customers find your business and reduces the chance of outbound calls being flagged as spam.
To set up a listing: select the number from the dropdown, choose a listing type (Listed, Non-Listed, or Non-Published), enter your business name, optionally select a location, and click Save.
Phone Number Details
Click any active phone number to open its detail page. From here you can:
Inbound
Control where incoming calls to this number are directed — a user, ring group, dial plan, or voice app. To deliberately drop all incoming calls, choose Route to nothing (drop calls). You can also set a Caller ID prefix — a label added in front of the incoming caller's identity shown on the device that answers (e.g., [Acme] John Smith).
Outbound
Outbound Calling — toggle whether users can place outbound calls using this number as their caller ID.
Caller ID Name — the name displayed to the called party (max 15 characters). Only one caller ID change can be pending per number at a time; changes may take up to 72 hours to process.
Fax
Fax Enabled — toggle fax on this number. While enabled, inbound calls are received as faxes instead of voice.
Delete fax documents — when on, faxes aren't stored after the notification email is sent. At least one notification recipient is required when this is enabled.
Notification Recipients — up to 10 email addresses notified when a fax is received.
Temporary Numbers
If a number is temporary, a banner appears showing when it will expire. Click Keep this number to convert it to a permanent number. When a temporary number reaches its expiry, it is automatically released. Released numbers appear under the Cancelled tab — click Recover to attempt to re-acquire it.
Cancelling a Number
To permanently cancel a phone number, open the detail page and click Cancel Number. A confirmation dialog will appear before the number is cancelled.
Phone Provisioning
Provisioning is how a phone learns its SIP credentials, line assignments, and other settings without anyone typing them in by hand. Once a phone is added on the Devices page, it pulls its configuration on boot and is ready to make and receive calls.
You do not need to think about any of this. If a phone is not behaving as expected, contact support.
What Lives on the Account
The provisioning token and URL used to bootstrap phones live on the Account Settings page under the collapsible Provisioning section. You normally do not need to handle these values yourself, but they are there if a support engineer asks.
Rotating the token invalidates the previous one. Phones already deployed under the old token will need to be re-provisioned.