Phone Numbers & Caller ID

Overview

Phone numbers are managed in CRM → Admin → Phone Numbers (also Phone → Admin → Phone Numbers). Each number does one job:

Get a Phone Number

Numbers are $3/month each, billed as separate subscriptions you can cancel anytime.

1. Click Get Phone Number.
2. Enter a 3-digit Area Code and click Search Available Numbers.
3. Narrow results with Filter by city or state…. Badges show capabilities: V voice, S SMS, M MMS, F fax.
4. Click a number, then Subscribe & Buy ($3/mo) and complete checkout.

The number appears in your list after checkout, with call recording turned on.

Managing Numbers

The list shows Phone Number, Trunk, Agent, and Date Added. Search by number, agent, or name. The trunk badge tells you what the number is for:

Pick an AI agent in the Agent column to have it answer the number. If the number is already a member's line, the main line, a hunt group number, or the fax line, you're warned first — Assign agent anyway takes it over. If calls to an agent's number misbehave, use the refresh icon (Repair routing) and click Run Repair.

Bring Your Own SIP Trunk

Click Add SIP Trunk and enter a Trunk Name, Phone Number (e.g. +18001234567), SIP Termination URI (e.g. sip:example.com:5060), and optional username and password, then click Configure Trunk. See Elastic SIP Trunking.

Release a Number

Click the trash icon and Release Number. This removes the number, cancels its $3/month subscription, and can't be undone. Unassign any AI agent first. Batch call campaigns using the number are removed too.

Assigning Numbers

In Phone Settings → Member Phones, pick a number in the member's Phone Numbers column. Numbers already in use are greyed out with used by …. Only the default number (tagged default) can be shared by several members. Fax lines don't appear in these pickers.

Default (Main) Number

1. Go to Phone Settings → Settings → Default Phone Number.
2. Choose a number from the Phone dropdown. Changes save automatically.

Inbound calls to the default number ring every member with Hunt turned on in Member Phones. Business hours and after-hours handling for this number are set just below — see Business Hours. Click Unassign to clear it (members using it are removed from it too).

Outbound Caller ID

By default, members' outbound calls show their own number. To show your main line on every call, tick Always use this number as the outbound caller ID under Default Phone Number. Direct numbers still ring members on incoming calls, but callbacks go to the main line.

The caller ID name is the first of these that is set:

1. The phone's Display Name (Edit Phone → Basics)
2. The member's display name
3. Your organization's default caller ID name
4. The member's first and last name
5. Your organization's name

Caller ID Name (CNAM)

Many carriers show a name from the national CNAM database rather than the name your phone sends. To register one, click the tag icon (Set Caller-ID Name (CNAM)) next to the number:

• Display Name — up to 15 letters, numbers, and spaces (e.g. ACME CORP). Leave blank to turn CNAM off.
• Enable CNAM Caller ID lookup — show caller names on incoming calls (US and Canada).

Click Register CNAM. Carriers pick it up in about 7–14 days.

Troubleshooting