<!-- Source: https://docs.vinsi.ai/telephony/phoneNumbers -->
# Phone Numbers & Caller ID

Buy numbers, assign them to people, AI agents, hunt groups, and queues, and control what callers see when you call out.

Created: September 16, 2026

Updated: September 16, 2026

## Overview

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

| Use                             | Where to set it                                           |
| ------------------------------- | --------------------------------------------------------- |
| A member's direct line          | Phone Settings → Member Phones                            |
| Your main line (rings the hunt) | Phone Settings → Settings → Default Phone Number          |
| A hunt group                    | [Hunt Groups](https://docs.vinsi.ai/telephony/huntGroups) |
| A call queue                    | [Call Queues](https://docs.vinsi.ai/telephony/queues)     |
| An AI phone agent               | Phone Numbers → Agent column                              |
| Fax                             | Phone → Fax                                               |

## 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:

| Badge               | Meaning                                                          |
| ------------------- | ---------------------------------------------------------------- |
| VINSI.AI PHONE      | Used by people — members, hunt groups, queues, or the main line. |
| VINSI.AI AGENT      | Answered by an AI phone agent.                                   |
| VINSI.AI FAX        | Your organization's fax line.                                    |
| Your trunk name (★) | A number you brought on your own SIP trunk.                      |

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](https://docs.vinsi.ai/ai-phone-agents/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.

Give each member their own number if they need a direct line. Members on the shared default number only get calls through the hunt.

## 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](https://docs.vinsi.ai/telephony/businessHours). 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

| Problem                                    | What to check                                                                 |
| ------------------------------------------ | ----------------------------------------------------------------------------- |
| Number doesn't appear in the member picker | It may be assigned elsewhere, attached to an AI agent, or be the fax line.    |
| Can't release a number                     | Unassign its AI agent first.                                                  |
| Callers see the wrong name                 | Check the Display Name and register CNAM; carrier updates take up to 2 weeks. |
| Calls to an AI agent's number fail         | Use **Repair routing** on that number.                                        |
| "SIP trunk pending" on the default number  | Wait a moment and click **Retry**.                                            |