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Reserve and release numbers

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Give free phone numbers to a customer with Add reservation, take numbers back with Release, and know what blocks a release.

Inbound DIDs › Inbound DIDs lists the phone numbers (DIDs) you can work with. Add reservation gives free numbers to a customer, and Release takes numbers away from a customer.

Partner type Buttons
Channel partner Add reservation, Release, Email CSV Report.
White-label partner The same, plus Migrate to move numbers between customers. See Move numbers between customers.

Find numbers

Section titled “Find numbers”

The list shows ID, DID Number, Destination, Status, Account and Customer. Filter it by:

  • Status: All, Available, Being ported or Reserved.
  • Country and City.
  • DID: part of the number.
  • Source and customer.

Email CSV Report emails you the filtered list.

Give free numbers to a customer

Section titled “Give free numbers to a customer”
  1. Go to Inbound DIDs › Inbound DIDs and set Status to Available.
  2. Select one or more numbers. You can select several only if they share the same pricing.
  3. Click Add reservation.
  4. In Link selected free DID Numbers to customer, start typing the customer’s name or company name and select them.
  5. Check the pricing. Pricing Type is Automatic pricing: the system creates the inbound rates and the monthly service from the number’s DID pricing, and the customer can unsubscribe in their portal. Assign pricing is filled in from the number. If the pricing has a choice of Plan, choose one.
  6. Check the Buying Rate and Selling Rates for the number.
  7. Click Create.

The portal confirms how many numbers were assigned. The numbers move to Reserved and appear on the customer’s DIDs tab, and the monthly fee is added to the customer’s Subscriptions. The number’s activation fee is charged to the customer when you reserve it.

You can also reserve numbers that are Being ported.

Take numbers back from a customer

Section titled “Take numbers back from a customer”
  1. Go to Inbound DIDs › Inbound DIDs and filter by the customer.
  2. Select the numbers. They must all belong to the same account.
  3. Click Release and confirm.

The portal asks you to confirm, and for some numbers warns a second time that they can’t be restored. Confirm only if you’re sure.

After a release, the portal says “Please make sure Recurrent services are modified to reflect this change.” Check the customer’s Subscriptions tab and remove any service you added yourself for the number.

Why a release can fail

Section titled “Why a release can fail”

The portal releases the numbers it can and lists the rest with a reason:

Reason Fix
The number was submitted for porting. To cancel the port, add a comment to the porting application on the Porting tab.
The number is linked to a Microsoft Teams user. Remove the number from the Teams user first.
The number is used by an Inbound number object in the customer’s PBX. In the PBX, open the Inbound number object’s settings and move the number from Included numbers to Available numbers. Then release it.

Check it works

Section titled “Check it works”
  • After a reservation, the number shows Reserved with the customer’s account.
  • After a release, the number is gone from the customer’s DIDs tab.

Next steps

Section titled “Next steps”