Purchasing & Setting Up Phone Numbers

Every call in Callingly starts with a new lead coming in from one of the lead sources you have integrated with your Callingly account. In the case of an inbound call, that lead source is a call to one of the phone numbers you’ve purchased from Callingly, specifically for inbound calls.

Additionally, you'll need to verify all phone numbers you want to use as caller ID for outbound calls. This article will walk you through all of these.

supervisor_accountOwners and Admins can edit phone numbers. Approx. reading time 6 min.

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Note: If you already own a number for inbound leads that you want to keep, we can port your number from your previous provider. To do that, jump to the section Porting A Number.

To start setting up your inbound number, you'll first need to purchase a new number or port in an existing number.

Setup Inbound Numbers

For inbound leads to call through Callingly, you'll need to purchase a number as well as choose some settings. We'll discuss how to do that in this section.

Purchase a new number

You can purchase local & toll-free phone numbers to use as Caller IDs and to receive inbound calls. Each number hosted through Callingly is $3 per month. For a full fee schedule associated with numbers and calls, please review the article Guide To Your Plan And Billing.

1.: Navigate to the Numbers page of your Callingly account.
2.: Click the Purchase Number button in the top right corner. A widget will slide open.
3.: Type a Name for your phone number in the text input box.; warning_amber
Caution: The name provided here is the name your leads will hear if you don't record a custom voicemail for your number, so we recommend making this something public facing.
4.: Select a Country from the relevant dropdown menu. You can choose from United States, Canada, and United Kingdom.; info_outline
Note: If you're in need of a number for another country, we can likely accommodate it. Just send us a message so we can look into it for you!
5.: Select a Type from the relevant dropdown menu. You can choose from Local or Toll-free. Toll-free means your leads won't pay a fee to call you long-distance within your country. For example, if your business is in Iowa and your lead is calling from New York.
6.: Type in an Area Code in the relevant input box if you'd like to have a number for a specific area code. If you selected toll-free in step five, you'll need to enter a toll-free area code or leave this blank in order to receive results.
7.: Click the Search button. A list of available numbers will appear.
8.: Select the desired number or click the Show More button to see more options. Once you find one you like, select it.
9.: Smash the Get Number button to purchase the selected number.

Port An Existing Number

If you already have an inbound number that you need to keep hold of, you can port your number into Callingly. To do so, we'll need you to send us an email with the following information:

A Letter of Authorization for Twilio, our service provider
A copy of your most recent bill from the company that currently hosts your phone number

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Note: From start to finish, this process can take up to two weeks to complete.

Choose Settings

Once you have a number available for inbound calls, you'll want to choose the settings of the number. This is also where you can update settings in the future.

1.: Navigate to the Numbers page of your Callingly account.
2.: Click the editEdit button next to the number you'd like to edit. A panel of settings will slide open on the right.
3.: Chose your desired settings.

Name

The name of the phone number as heard to your leads on voicemail if no personal recording is uploaded

Input Type	Options	Default Setting
Text input box	Up to 250 alpha-numeric	—

Call Recording

The default setting for whether calls coming in on this number are recorded.

Input Type	Options	Default Setting
Two-way Toggle	Off and On	On

User-facing Caller ID

The Caller ID that the Callingly User will see when receiving the call.

Input Type	Options	Default Setting
Dropdown menu	The Lead's Phone Number This phone number	The Lead's Phone Number

Call Screening

This prevents calls from going to the User's voicemail. The User will need to press 1 to accept the call before the call will be connected.

Input Type	Options	Default Setting
Two-way Toggle	Off and On	On

Welcome Message

The message your leads will hear while waiting for the call to connect.

Input Type	Options	Default Setting
Two-way Toggle	Off and On	On

By default, this message is three seconds long and states:

Please wait while we connect you. This call may be recorded.

If you'd like to customize this message, you can upload your own voice file using the uploadUpload button found to the right of the recorded message.

Voicemail Message

The message your leads will hear if the call fails to connect asking they leave a message.

Input Type	Options	Default Setting
File upload	Any audio file under 100 MB	If no file is uploaded, a generic default message will play, as mentioned below.

By default, this message states:

You have reached the voicemail of {Phone number name}. Please leave a message after the beep.

Upload your own voice file using the uploadUpload button found to the right of the recorded message.

Routing Type

The method used to route calls that come to this number. They can route to an individual User, a Team, or through an IVR system.

Input Type	Options	Default Setting
Dropdown menu	User Team IVR	User

User / Team / IVR Menu

This section changes based on the Routing Type selected. If you chose User or Team for your Routing Type, the next header will be either User or Team respectively. Select the User or Team you want the calls to route to. If you chose IVR you will see a dropdown for each of the ten digits on a keypad, with every account User and Team as an option.

Input Type	Options	Default Setting
Dropdown menu	Every Team / User in the account	Select a user... / Main team / None

Fallback Team

If you chose User or Team for your Routing Type, you'll have the option to select a Fallback Team in the event that the assigned User or Team doesn't answer. If you chose IVR, this option will not appear.

Input Type	Options	Default Setting
Dropdown menu	Every team in your account	—

Assign Voicemail Follow Ups To

This is the Team that should have voicemail follow-ups assigned to them.

Input Type	Options	Default Setting
Dropdown menu	Every team in your account	—

Lead Owner Routing

If you chose IVR as a routing option, this header will not appear for you. This option allows you to decide how a lead should be routed if they already have an assigned lead owner.

Input Type	Options	Default Setting
Dropdown menu	Call the users in priority order Call the lead owner first, then the rest of the user Only call the lead owner	Call the lead owner first, then the rest of the user

Tag Leads

Choose a tag to assign to callers

Input Type	Options	Default Setting
Dropdown menu	All tags in your	Called In

Remember to save your changes!

Verify Caller IDs

In addition to your inbound numbers, you can use any existing phone number — such as the cell phone number of one of your Callingly users — as a caller ID number.

Before those numbers show for Caller ID to your leads, you'll need to verify that each of those numbers is a valid number owned by a member of your Callingly account. To do that:

1.: Navigate to the Numbers page of your Callingly account.
2.: Click the Verify Caller ID button found on the right side of the page. A panel will slide open on the right.
3.: Enter a name for the phone number in the relevant text box.
4.: Enter a phone number in the phone number box.
5.: Smash the Setup Number button. The panel will close, taking you back to the numbers page.
6.: Click the Verify button next to the new number you've added. The right side panel will slide open again. To verify a Caller ID, Callingly will give you a Verification Code and then call the number provided. You must pick up the call and enter the Verification Code.; info_outline
Note: If using a number that is not a US, Canadian, or UK number, the number will need to be manually verified by our support team. In this situation, please contact us.
7.: Click the Start Call to start the verification call. Callingly will call you.
8.: Enter your six-digit verification number on your telephone keypad to finish verifying your number.