Active Numbers
Find an assigned number and control who uses it, where calls go and how it is used for texting.
In the CRM: My Numbers → Manage → Active Number
Find the number
Open My Numbers → Manage → Active Number. The table contains numbers your role can access. Choose Numbers or Tracking Source in Inventory Filters, enter the search text and select Search.
Use the table’s search and paging controls to move through the loaded results. Clear a filter if an expected number is absent. Accounts with different roles can see additional columns or controls.
Understand the row
| Column or control | What it means |
|---|---|
| Numbers | The phone number. Selecting a phone link can open the configured calling app. |
| Tracking Source | A friendly label, such as Website inquiries, to help you recognize why a number is used. |
| Capabilities | The displayed Voice, SMS, MMS, Fax and CNAM indicators. Inspect the available tooltip or control for the number. |
| User | The person assigned to use the number. Assignment changes require the appropriate account access. |
| Voice | Where incoming calls should go, such as an extension or a configured call-handling feature. |
| Forwarding | Send calls to a forwarding destination when configured. |
| SMS Sender | Use the eligible assigned number as a texting sender. This does not register a messaging campaign. |
| Set as Caller ID | Use this number as the outgoing caller ID for the applicable extension. |
| AI Agent | An AI agent associated with the number, when that integration is configured. |
| Release | Remove the number through the release workflow. This is not a way to pause calls. |
Change a tracking label or assigned user
A tracking label helps people identify the number; it does not change its call destination. Moving a number to another user can affect access and available texting options, so check the resulting row.
- Locate the number before editing its row.
- Double-click the Tracking Source text or use its edit icon, enter a useful label and save. Use Cancel to keep the previous label.
- To change the user, use the row’s assignment control, choose the intended person and complete its confirmation.
- Wait for the confirmation, then refresh and verify that the label or user is correct.
Set and verify incoming-call routing
PBX means the phone system. A message such as Unable to verify PBX routing means the page could not confirm the current route; it does not prove the number has stopped receiving calls. Use Check routing again before making another change.
If a save times out, check the current route first. The phone system may have applied the change even though the browser did not receive its confirmation.
- In Voice, use Check routing and wait for the calling system’s current route.
- Choose the intended destination from the available options. If a new extension, ring group, queue or IVR is missing, configure it first and refresh the options.
- Wait while Mango9 saves and verifies the route. Confirm that the displayed route matches the destination you selected.
- If Forwarding is enabled, open Configure and review the destination before saving that separate setting.
- Place an expected test call to the number and confirm that it reaches the intended destination.
Set up outgoing calling and texting
Set as Caller ID appears for applicable extension destinations. Confirm the extension and desired outgoing number before turning it on.
SMS Sender appears for eligible numbers assigned to a user. Check the sender in the texting screen after changing it. US local-number business texting can also require SMS Compliance registration; the sender switch alone is not that registration.
CNAM refers to caller-name display where supported. If the CNAM control is available, use its current field rules and confirmation. Capabilities and configuration controls can differ by number and account.
Before releasing a number
Use Release only when you intend to give up the number. Review the confirmation and any associated calling, texting or billing information first. To change how calls are handled, edit Voice or Forwarding instead.
If the number is missing, clear filters and check its assigned user and account with the owner before buying a replacement.