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Overview

Phone number settings control how inbound calls arrive, who can call from each number, whether the number can send SMS/MMS, and which emergency address is synced for E-911. Use this guide when you are setting up a new phone number, changing call routing, forwarding calls to an outside number, or preparing phone numbers for emergency calling.

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Open Phone Number Settings

  1. Open Settings.
  2. Go to Phone.
  3. Find the phone number.
  4. Click Edit.
The edit dialog includes Call Routing, Team, and Advanced tabs.

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Choose a Receiving Mode

Open Call Routing and choose Receiving Mode.

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Configure the IVR Welcome Message

Use Settings > Phone > IVR to write the greeting callers hear before choosing a keypress option. The welcome message is shared by phone numbers that use the organization IVR menu. After writing the welcome message, add each keypress trigger, choose whether it transfers to a Z360 user or an external U.S. phone number, and save the menu. Then edit each phone number that should use it and set Receiving Mode to IVR. If you use the * key in the menu, Z360 announces it as “star” so callers understand the option.

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Route Calls to Direct Users

Use Direct users when calls should ring teammates inside Z360.
  1. Choose Direct users.
  2. Select Receiving Users.
  3. Save the phone number.
Everyone selected rings at once, and the first person to answer takes the call. The AI agent cannot be combined with human receiving users. Z360 can select up to 10 receiving users for a number.

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Forward Every Call to a Number

Use Transfer when the Z360 number should send every inbound call to an external number.
  1. Choose Transfer.
  2. Enter the Transfer Number in U.S. phone format, such as +15555550123.
  3. Save the phone number.
Use this for numbers that should route directly to a personal line, answering service, or external call center.

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Set Fallback Behavior

You can choose what happens when callers arrive outside working hours or when receiving users do not answer. Availability rules apply across direct-user, IVR, transfer, and supported AI-agent routing. Available options are:
  • Use global setting
  • Agent
  • Voicemail
  • Forward to personal number
If you choose Forward to personal number, enter the Forwarding Number before saving.

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Configure Team Access

Open the Team tab to control who can use the number.
  • Users Allowed To Make Calls controls which users can place outbound calls from the number.
  • Default Assignees controls who is assigned by default to conversations from the number.
Receiving users must also be allowed callers. If you add a human receiving user, Z360 adds that user to allowed callers when needed.

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Enable or Disable Texting

Open the Advanced tab and use Enable Texting. When enabled, the number can send and receive SMS/MMS messages. When disabled, use the number for calling workflows that should not send texts. If SMS does not send from a number, confirm texting is enabled, the number is healthy, and any required A2P 10DLC setup is complete.

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Use Daily Proactive Message Limits

Use Agent’s Daily Message Limit when this phone number is used for proactive outreach and should not exceed a daily cap. This limit does not apply to replies to incoming messages.

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Manage Caller Identity and Screening

The Advanced tab also includes:
  • Enable CNAM Listing to publish a caller ID name through Telnyx.
  • CNAM Listing Name when CNAM is enabled.
  • Enable Caller ID Name Lookup to let Telnyx resolve inbound caller names.
  • Inbound Call Screening with Disabled, Flag Calls, or Reject Calls.
Use screening carefully. Rejecting suspicious calls can reduce unwanted calls, but it may also block calls that Telnyx classifies incorrectly.

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Set the E-911 Emergency Address

E-911 settings store the default emergency address for active phone numbers.
  1. Open Settings.
  2. Go to Phone.
  3. Open E-911.
  4. Fill in Business Name, Street Address, optional Suite, Floor, or Room, City, State, Postal Code, and Country.
  5. Click Save and sync.
  6. Review the Phone Numbers panel.
The phone list shows how many active numbers are synced and marks each number as Synced or Missing.

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Best Practices

  • Use clear aliases so teammates can recognize each number.
  • Test every receiving mode from an outside phone after saving.
  • Keep forwarding numbers current.
  • Enable texting only on numbers your team intends to use for SMS/MMS.
  • Save and sync E-911 whenever your business address changes.
  • Review allowed callers when teammates join, leave, or change roles.