Purchasing New Numbers

To purchase a new phone number via Deskpro, go to Admin > Voice > Numbers > Add Number. You must have firstly created a new Twilio account in the General Settings area of Deskpro.

You can search for the perfect number for your organization, filtering by country/location. You are able to choose from local, mobile and toll-free numbers. The cost of each number will be listed.

When you have found a number you wish to purchase, click Add this number. The cost of the number will be deducted from your Voice credit.

In these cases, you won't be able to immediately purchase a number within Deskpro. You will encounter the following error after clicking 'Add this number':

In these cases, you need to check what details and/or documentation Twilio requires for the type of number you are trying to purchase. You can check the requirements for numbers from each supported country on this page: https://www.twilio.com/guidelines/regulatory

Next, submit a ticket to support@deskpro.com providing the necessary details and documentation and we will submit this to Twilio on your behalf. Once they have validated your details, we can purchase a number for you (they usually validate within 1-2 days).

Managing Numbers

In Admin > Voice > Numbers, it will list all of the numbers connected to your helpdesk. The numbers are divided into those in active use & disabled numbers. Here you can add and delete numbers, or manage existing ones.

To make any changes to a number in active use, click on the cog icon on the right-hand side.

Here you'll be presented with the following options:

• Nickname - optionally choose a nickname for this number to make it easily identifiable
• Target - choose whether this number will route Users through to an Auto-Attendant, single Call Queue or a specific Agent
• Allow outbound calls from this number - choose whether this number can be used to make outbound calls via the helpdesk. If selected, you will be able to choose whether this number should be the default for outgoing calls
• Disable this number - disabling the number means the number will not be capable of make or receiving calls. But you retain control of the number & continue to pay the rental fee.
• Delete this number - removes the number from the helpdesk & releases the number from your control.

For Disabled Numbers you have two options, to delete or enable the number. Enabling it allows you to setup the number for active use on the helpdesk. Deleting the number removes it from the helpdesk permanently.