Managing Phone Numbers

Managing Phone Numbers

Introduction


As an Account Admin, you have access to manage phone numbers tied to the accounts you oversee. This includes assigning call flows, verifying features like SMS and E911, and keeping track of key number details. While your permissions are more advanced than those of a Basic User, they remain more limited than Resellers or Qvara Techs, who can purchase, provision, or reassign numbers at a broader platform level.

Use this page to monitor and configure how external callers connect with your organization through your assigned phone numbers.

Alert
Note: This article is specifically for Account Admins. If you're a Reseller or Qvara Tech, please refer to the "Purchasing and Managing Phone Numbers" guide for broader settings and provisioning instructions.


Managing Phone Numbers



1. To access the phone numbers section, from the left pop-out menu, navigate to: "UC Admin" → "Phone Numbers"



2. You’ll see a list of phone numbers associated with accounts you manage. If needed, you can refine your search using:
  1. Account dropdown menu in the upper-right to filter numbers by a specific account.
  2. The Search Bar (search by label or phone number)
  3. The E911 Enabled toggle (filter to only numbers with emergency service configured)
  4. The Internal toggle (filter to system/internal-use numbers)



3. Each row shows key details about the phone number, including:
  1. Label: a customizable name for the number (e.g., "Support Line – East Coast")
  2. Phone Number: the 10-digit number itself
  3. Usage: what the number is configured for (e.g., Voice, Fax, Hybrid)
  4. Call Flow: the call routing configuration assigned to the number
  5. SMS Enabled: whether the number supports text messaging
  6. E911 Enabled: if Enhanced 911 services are activated
  7. Account: the associated customer account
  8. Created: the date the number was added to the platform
4. To manage a specific phone number, click the purple label name or the three vertical dots to the right of a number. This will open the number’s detail view, where you’ll see the following tabs:
  1. General Tab
    1. Label: Friendly name for internal identification
    2. Description / Notes: Add context about the number’s purpose or behavior
    3. Emergency Notification Emails: Enter email addresses that should receive alerts related to E911 events (e.g., if a call is placed to emergency services from this number)
  2. Call Flow Tab
    1. Phone Number Usage
      1. Choose how the number should function: Voice Only, Fax Only, or Hybrid (supports both voice and fax)
    2. Voice Destination
      1. Select the endpoint where voice calls should be routed (e.g., an extension, IVR menu, or call queue)
    3. Faxing Type (Set how faxes are processed)
      1. Analog (for legacy equipment)
      2. Digital (for online faxing)
      3. Hybrid (supports both use cases)
    4. Anonymize Caller ID
      1. Toggle to strip or mask incoming caller ID information, if privacy is needed
    5. Caller ID Prefix
      1. Add a custom prefix to the caller ID display (e.g., “[SALES]” or “INTL:”), useful for quick visual routing cues
    6. Music on Hold Album
      1. Choose which preconfigured album plays to callers placed on hold
  3. Advanced Tab
    1. Toggle to enable/disable automatic recording of:
      1. Inbound Calls
      2. Outbound Calls
    2. Webhooks
      1. Configure a webhook URL to notify your system when a call event occurs (e.g., for logging, reporting, or triggering an external action)
    3. Fetch Caller ID
      1. Customize how caller ID is pulled dynamically from an external source:
      2. URL – API endpoint for caller ID data
      3. Custom Header & Value – Optional HTTP headers to authorize the request
      4. Response JSON Field – Field in the returned JSON where the caller ID name is found


Tips for Success

  1. Hover over "?" icons next to any field for a quick explanation of what the setting does.

  2. If a setting isn’t editable, it may require Reseller-level access. Contact your platform administrator if you need additional capabilities.

  3. Always click “Update [Tab] Settings”  at the bottom of the page to save changes before switching tabs.



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