Manage Your Phone Numbers in Office

Manage Your Phone Numbers in Office

Find a number, understand its services, change its internal line name and choose the right controls for SMS, forwarding, hours and Caller ID.

Use Settings → Phone Numbers to find a business number, give it an internal name and open its messaging, forwarding, hours or Caller ID settings. Start by confirming the location selected at the top of Office.

Find the right number

1. Open Settings → Phone Numbers.
2. Check the selected location. If needed, switch to the location that owns the number.
3. Use Search number or name… to narrow the list. Clear the search to see the other available numbers; check the additional pages when needed.
4. Read the complete phone number before opening its actions. Similar line names can refer to different numbers.

Understand the list

• Line name: an internal label that helps your team recognize the line.
• Phone Number: the actual telephone number.
• Caller ID: the calling-name information shown for the line. The name a recipient sees can also depend on their carrier, device or saved contacts.
• Service Type: badges such as Voice, SMS or Fax show the services listed for that number. An SMS badge alone does not confirm successful message delivery.
• Actions: open Settings or Call Flow.

Choose Settings or Call Flow

Settings contains the number’s texts, forwarding, internal name, business hours and Caller ID controls.

Call Flow defines what callers hear and where their calls go, including incoming actions and routing through menus or schedules.

Change the internal line name

1. Find the number and click Settings.
2. Choose Line name in Sections.
3. Enter a recognizable label in Name, such as “Front desk” or “Sales”. Follow the form’s validation.
4. Click Save, return to the list and confirm the label on the intended number.

This label helps organize the number across calls, chat and reports. To request the business name shown to people you call, use Caller ID. To choose which phone number an extension sends on outbound calls, use the extension’s outbound Caller ID setting.

Go directly to the task you need

• Text Messages (SMS): incoming-text replies and email alerts, or missed-call SMS replies. Each feature has its own control.
• Call Forwarding: forward calls for the number. Review always-forwarding before troubleshooting a call-flow schedule.
• Business Hours: choose the global schedule or hours for one number for open/closed SMS responses.
• Call Flow: review incoming-call routing, route calls by business hours or send a text from a phone-menu option.
• Caller ID: request or troubleshoot the outbound calling name.

A number or control is missing

Check the selected location, clear the search and review the list pages. Ask your administrator to confirm your access and the number’s assignment and services. For a recently requested or transferred number, confirm activation with Zonitel before expecting it to appear or work.

To add service, follow How can I get a new number? or the number-transfer guide. If an existing line is still missing, contact Support with the location, affected number and a screenshot with unrelated information hidden.