Phone Numbers

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Introduction

Phone Numbers are Endpoints which the outside world can dial. Some systems call these DIDs. Phone numbers in the United States are 10 digits long, e.g. 555-666-7777.

Phone Numbers are capable of receiving both voice and chat based communication. A Phone number starts a voice Flow whenever someone dials the number and it starts a chat Flow whenever someone sends an SMS message to it.

Purchasing a Phone Number

In order to purchase a phone number, first go to the Endpoints screen and then click the New Endpoint button and select Incoming Phone Number.

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You can filter by area code and/or postal code and you can also associate the new Phone Number with a Customer. Once you have found the Phone Number you want to buy, just click the Buy button.

As soon as the purchase is complete, the Phone Number is live and you can associate it with a Flow to get started.

Associating Phone Number with Flow

It is important that as soon as you purchase a new phone number, that you assign it to a Flow, otherwise when you call this number, nothing will happen.

The Flow associated with a Phone Number is executed whenever someone from the outside world dials the Phone Number and also whenever someone sends a SMS message to an SMS enabled phone number.

To associate a phone number with a flow, click to Edit the Phone Number and then click on the Flow tab and pick the appropriate Flow. For example:

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Note Not assigning a Flow to an Endpoint is a very common mistake which makes it appear that the phone number isn't working

Virtual Phone Numbers

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Virtual phone numbers are an advanced feature that is only used with SIP trunks. A virtual phone number creates an entry in our database for the phone number which can have a flow assignment etc. but it will only ring if a SIP trunk is configured that sends the number in the TO header of the SIP INVITE.

In general, very few Evo Voice users will ever have to use this feature and it will almost always be done under specific instructions from the Evo Voice team.

Deleting a Phone Number

In general, we recommend that you only delete a Phone Number if you are 100% sure that you will never use the number again. It is important to realize that deleting a phone number releases that phone number on the Twilio side which means that you will not necessarily be able to get that phone number back.

Deleting a phone number releases it

System Failure Messages

Evo Voice supports the ability to say a predefined message to the caller in the event of a complete system failure.

In an ideal world, servers never fail, however in the rare event that this does happen, Twilio allows for a backup URL to be used for call routing. To avoid any possible server failures for this backup URL, Evo Voice has the ability to create a hard coded file with a predefined message that Twilio will use in the event of a server failure.

You can configure a global message to be used under system settings:

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And we also support this at a per phone number level, for example:

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