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Numbers and voicemail

How to assign a phone number to a user

Go to Settings › My Staff, click Edit on the user, open Call & Voicemail Settings, pick the number under Inbound Number and save. From then on, every call to that number rings only that person. Each user can have one number and each number one user.

Updated on

Before you start

  • The number must already be purchased in your account.
  • The user must exist under Settings › My Staff.
  • Decide whether the number belongs to one person (this article) or is shared by several (in that case, see the article on ringing several team members).
Where to find it

Settings › My Staff › Edit › Call & Voicemail Settings › Inbound Number

Step by step

Assign the number

  1. Open Settings › My Staff.
  2. Find the user and click Edit.
  3. Open the Call & Voicemail Settings section.
  4. Under Inbound Number, pick the number you want to give this person.
  5. Under Forward Calls to, check where the call should ring: web app, mobile app, personal phone number or desk phone.
  6. Optionally upload this user's own voicemail greeting in the same section.
  7. Click Save.

Confirm

  1. Call the number from an outside cell phone.
  2. The call should ring only that user, on the destinations you checked.
  3. If unanswered, it should land in their voicemail (or the company voicemail if they have no greeting of their own).

Tips

  • The assigned number becomes the default Call from number in that user's dialer, so customers always see the same number on outbound calls.
  • For the front desk or sales, where several people answer, don't assign the number to a user: configure it under Phone Numbers with Ring More Team Members.
  • When someone leaves the company, switch the Inbound Number to another user before deactivating their account so you don't lose calls.

Common problems

  • The number doesn't show up in the Inbound Number list → It's already assigned to another user. Each number can belong to only one person; remove it from the other person's profile first.
  • I want to give two numbers to the same rep → Not possible: each user can have only one inbound number. For the second number, use the number configuration under Phone Numbers and route it to that user.
  • I assigned the number but the call rings someone else → Check the number's configuration under Phone Numbers › Edit Configuration: there may be routing to another member, a Ring More Team Members setting or, under Advanced Settings, a preference to send calls to the contact's owner.
  • It rings but nobody hears anything in the app → The user hasn't checked any destination under Forward Calls to. Check at least one and save.

Frequently asked questions

How many people can share the same inbound number?

Only one. For several people, configure the number with Ring More Team Members instead of assigning it to a user.

Can I choose which device I get calls on?

Yes. Under Call & Voicemail Settings, check the destinations under Forward Calls to and choose the Default Channel for Ring All.

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