Phone numbers
See the phone numbers connected to your organisation, request a new one, route each number to a line, and check call quality.
Where to find it
Settings › Phone numbers (Easy mode: Essentials › Phone numbers). The page is titled Telephony.
Open this screen
Steps
- Open Settings › Phone numbers in the sidebar.
- Read the cards at the top: Carrier, Numbers and Stuck calls.
- In All phone numbers, see every number on your account in one list: where it comes from, the account, the country, what it is used for and its status.
- Use Request a phone number to ask CallDesk for a new number.
- In Number inventory, choose in Routes to which line each number rings.
- Use Call my phone (test) to hear a test call on your own phone.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| All phone numbers | Every number in one list: from the number inventory, the carrier account and your phone lines in setup step 1. Status is Active, Pending, or Missing from the account (in CallDesk or a setup line, but not on the carrier account). Fields that are not known are left blank. | — |
| Carrier | The phone carrier in use, and whether it is healthy. | — |
| Numbers | How many numbers your organisation has, and their monthly total. | — |
| Stuck calls | Calls that did not end properly, and failures in the last hour. | — |
| Voice quality | Call audio quality over the last 7 days (MOS, jitter, packet loss). | — |
| Request a phone number | Ask CallDesk for a new number. | — |
| Number inventory | Your numbers, their type, calls in the last 30 days and the line each one rings. | — |
| Look a number up | Who a phone number belongs to: carrier, line type and country. | — |
Troubleshooting
"No phone number is connected to your organisation yet. Numbers are connected by CallDesk; contact support to add one."
Use Request a phone number on this page.
A number shows “Missing from the account”.
CallDesk or one of your setup lines still uses a number that the carrier account no longer has. Choose another number for that line in setup step 1, or request a number on this page.
Tips
- The page refreshes itself every 30 seconds.
- All phone numbers updates by itself: changes in CallDesk show at once, changes on the carrier account within about 5 minutes.
Good to know
- Only owners, administrators and managers can request numbers or change where they ring.
- Which numbers can be connected depends on CallDesk's review of each request.
Related how-tos
- Request a phone number Ask CallDesk for a new phone number for your organisation; once it is connected, route it to a line.
- Route a number to a line Choose which line answers each of your phone numbers, from the number inventory.
- Hear your voice on your own phone (short check) Hear your organisation's voice on a real phone: one short test line, then it hangs up.
- Carrier, stuck calls and voice quality Understand the health cards and the voice quality table on the Phone numbers page.
- Look up a phone number See which carrier a phone number belongs to, its line type and country.
- Choose which phone number a line answers Connect one of your organisation's phone numbers to a line so calls to that number reach it.
- Phone number problems and what they mean Understand the messages you can get when requesting, routing or testing a phone number, and fix them.
- Phone lines See every phone line, whether your AI agent answers it, and open a line to set its number, AI agent, language, hours and who callers are put through to.