Ordering phone numbers

Ordering a new number

  1. From the Dashboard, click on Settings in the My Account section.
  2. Click on VOIP.
  3. Click on Phone Numbers / Caller ID.
  4. At the top of the page click on the orange Order numbers button.
  5. On the Search available numbers page enter an area code and click on Search.
  6. Read the informational disclaimer above the list of phone numbers.
  7. Click Order on the phone number you would like to purchase.

In order to use the new number you will need to assign an inbound flow to it.

  1. Select the new number on the phone number list.
  2. At the top of the page click the Forward to… drop-down menu and select an IVR, Queue, or Agent as the Inbound Flow.
Why is my company name not on the Caller ID?

Your default Caller ID will display either the same as your phone number, or the city/state of that number, depending on the carrier of the phone number you are calling. You can request a Caller ID name to be changed by sending a request to support@xencall.com. We can set the caller ID name either to your company/product name, or if desired, to the name of the agent who's calling. Some carriers prevent caller ID names longer than fifteen characters, so we recommend picking a name fifteen characters or less.

I don't see the "Order Numbers" button. Where is it?

Because ordering numbers can affect your bill, not all accounts are given the "Add DID" permission. To have this permission added to your user account, have a manager-level user checkmark the "Add DID" permission under your user profile. Managers, and any users with the "Application Manager" permission can checkmark this for themselves as well by going to "Settings" from the Dashboard, then "My Account".

When ordering a number, what does it mean when it says "Level 3", "Windstream", or "Blitztel" under the network column?

Those are our VoIP providers that also provide us the phone numbers you see listed. They are there for transparency sake and shouldn't impact your calls or dialing. Order any number you prefer since none of them are better or worse than any other.

I have an inbound queue set up but nobody is able to reach anybody at the office calling it.

You need to make sure you add members to the inbound queue you created. To do this, go to "Settings" from the Dashboard, then "VOIP", "Inbound Queues", select the queue, then under members tab, add members.