Reassign a phone number

If you’re sorting out phone number access for your team, you’re in the right place. This quick guide covers the basics so everyone can call, receive, and see what they need.

In this article, we'll cover:

• Assigned Users
• Reassigning a phone number
• Frequently asked questions

Assigned users

When assigning users to a phone number, here are a few things to consider:

• Who to assign:

  • Users responsible for responding to missed calls.

    • Can also be monitored via the Records page (Learn more in a separate article)

  • Users who send text messages/SMS.

• Assigned users can see:

  • All calls and messages made or received by other users assigned to the same number.
  • Voicemail messages sent to the number's default inbox.
  • All missed calls to the number.

• Assigned users cannot see:

  • Calls involving users who were included through a call flow but are not assigned to the number.
  • Calls made by users who are set to outbound-only.
    • outbound-only: user has caller ID access to the number, but is not assigned to it.
      

Reassigning a phone number

1. Go to the Admin tab.

   

2. Click on 'Phone Numbers'.

   

3. Select the phone number.

   

4. Open 'Configuration'.

   
5. Click 'Edit' and add the user to the Assigned Users list as an assignee.
    
   
   • You can also configure any of the following: 
     • Phone name- a label to easily distinguish among different phone lines.
     • Caller ID access- Users who can make outbound calls with this phone number as their Caller ID
6. Hit 'Save'.
   

Frequently Asked Questions (FAQs)

• Can a user make and receive calls without being assigned to a phone number?
  Yes! You can set up call flows to choose who should receive calls, and you can add users to a number’s 'Caller ID access' so they can make outbound calls from that number.
• Why can't I see missed calls and voicemails?
  Only assigned users can see records, such as missed calls and voicemails, for a phone number used by multiple people. To get access, contact your admin to add you as an 'Assigned user' or assignee.