Phone numbers (DIDs) are the public-facing numbers people dial to reach your organization. You can order new numbers directly from Voice, port existing numbers from another carrier, and assign numbers to users, call queues, hunt groups, or IVR menus.
This article covers ordering numbers, assigning them, and porting numbers from another provider.
Number Types
- Local numbers — Numbers with a local area code, tied to a geographic region. These give your organization a local presence in a specific city or region.
- Toll-free numbers — 800, 888, 877, etc. Callers are not charged for the call.
Both types can be used for inbound calls, outbound caller ID, and SMS (subject to carrier requirements for SMS).
Ordering a New Phone Number
- Go to Numbers in the admin panel and click Order Number.
- Search by area code, city, or number type (local or toll-free).
- Select a number from the results.
- Complete the order. The number is provisioned within minutes.
- Assign the number to a destination (see below).
Assigning a Number to a Destination
A number's inbound destination controls where calls go when someone dials it:
- Go to Numbers and select the number.
- Set the inbound destination: an IVR menu, a call queue, a hunt group, or a specific extension.
- Save.
For a number assigned directly to a user, go to the user's Extension settings and link the number there. That user will have their own direct inbound number in addition to the main company number.
Assigning a Number for Outbound Calls
To use a specific number as the outbound caller ID for an extension, assign it to that extension in the Extensions panel. Your organization's default outbound number is set in Telnyx Configs.
Assigning a Number for SMS
Phone numbers used for SMS must be SMS-capable (most US local and toll-free numbers support this). To activate SMS on a number, go to SMS Inbox and configure the number as an SMS inbox number. US long-code SMS also requires 10DLC brand and campaign registration — see SMS Messaging.
E911 Assignment
Every number used for PSTN calling must have a validated E911 address assigned for emergency calling compliance. To assign an address:
- Go to E911 and create or verify an address record.
- Select the phone number to associate with that address.
- Save.
Numbers without a valid E911 address may be flagged in the compliance panel.
Porting an Existing Number
To bring a number from another carrier into Voice:
- Go to Number Porting and start a new port request.
- Upload your Letter of Authorization (LOA) — a signed document authorizing the transfer.
- Upload a copy of your most recent bill from the current carrier showing the number.
- Submit the request. Port timelines vary by carrier but typically complete in 5–10 business days.
- You can check the port status under Number Porting at any time.
Do not cancel service with your current carrier until the port is confirmed complete.
Deleting a Number
To release a number you no longer need:
- Go to Numbers and select the number.
- Click Delete or Release.
- Confirm. Releasing a number returns it to the carrier pool. It cannot be recovered once released.
FAQ
Can I use the same number for both calls and SMS? Yes. Many numbers support both voice calls and SMS. Assign the number as the inbound destination for calls and configure it as an SMS inbox number separately.
How long does a number port take? Most ports complete in 5–10 business days. Complex ports (involving multiple numbers or a large carrier) can take longer. You can track status under Number Porting.
Can I order numbers in other countries? This depends on your organization's plan and carrier configuration. Geo restrictions may limit which countries are available. Contact your MSP admin for details.