Numbers
Understand how DID phone numbers work in VoiceCenter — provisioning, assignment, and routing.
Numbers are the foundation of your phone system. Every inbound call starts with a DID (Direct Inward Dialing) number, and every outbound call displays a caller ID number. This section covers how numbers are managed, routed, and maintained in VoiceCenter.
How Numbers Work
The lifecycle of a phone number in VoiceCenter follows a clear path:
- Provisioning — Numbers are purchased or provisioned through a carrier and enter the provider's inventory
- Assignment — The provider assigns numbers from inventory to a specific client (tenant)
- Routing — The client configures where calls to that number should go (extension, queue, IVR, ring group, etc.)
- Active use — Calls flow through the number according to its routing rules
- Lifecycle management — Numbers can be suspended, reactivated, or released as needed
Number Types
VoiceCenter supports several types of phone numbers depending on the carrier and country:
| Type | Description | Typical Use |
|---|---|---|
| Local | A number tied to a specific city or region | Local presence, higher answer rates |
| National | A country-wide number not tied to a specific city | Nationwide campaigns, support lines |
| Mobile | A mobile phone number | SMS-capable, personal feel |
| Toll-Free | A number where the receiver pays for the call | Customer support, inbound sales |
Number availability varies by country and carrier. Not all types are available in every region. Check the Buy Numbers page for current availability.
Numbers in Your Phone System
Numbers connect to the rest of your PBX through routing. A number on its own does nothing until you tell it where to send calls.
Common Routing Destinations
| Destination | Description |
|---|---|
| Extension | Ring a specific agent directly |
| IVR Menu | Present the caller with menu options |
| Queue | Send the call to a group of agents |
| Ring Group | Ring multiple extensions |
| Call Flow | Enter a visual routing flow |
| Voicemail | Go straight to a voicemail box |
| External Number | Forward to an outside phone number |
Numbers Section Pages
| Page | Description |
|---|---|
| My Numbers | View and manage your assigned numbers, configure routing |
| Buy Numbers | Request or purchase new numbers from available inventory |
| Porting | Transfer existing numbers from another provider |
Provider vs. Client View
Numbers are managed at two levels:
- Provider — Sees all numbers across the platform, manages inventory, assigns numbers to clients, handles purchasing and regulatory compliance
- Client — Sees only numbers assigned to their tenant, configures routing and caller ID, can request new numbers or release existing ones
If you are a client administrator looking for your assigned numbers, go directly to My Numbers. The provider-level inventory and purchasing pages are not visible to client users.