> ## Documentation Index
> Fetch the complete documentation index at: https://docs.z360.biz/llms.txt
> Use this file to discover all available pages before exploring further.

# Manage Phone Number Routing, Texting, and E-911

> Configure receiving modes, call fallback behavior, texting, team access, and E-911 settings for Z360 phone numbers.

### **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.

### **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.

### **Choose a Receiving Mode**

Open **Call Routing** and choose **Receiving Mode**.

| Mode             | Use it when                                                    |
| ---------------- | -------------------------------------------------------------- |
| **Direct users** | Selected Z360 users should ring at the same time.              |
| **IVR**          | Callers should use the organization's IVR menu.                |
| **Transfer**     | Every inbound call should forward to an external phone number. |

### **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.

### **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.

### **Set Fallback Behavior**

For direct-user routing, you can choose what happens when callers arrive outside working hours or when receiving users do not answer.

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.

### **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.

### **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.

### **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.

### **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.

### **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**.

### **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.