Phone numbers are a central part of AIUNIFY Call Center.
A phone number may be used to:
AIUNIFY Call Center allows authorized customers to browse available phone numbers, review pricing, purchase numbers, monitor assigned numbers, and review number-request history.
Agents can view telephone numbers made available to them, but customer account owners and administrators control the acquisition and assignment of numbers.
Before a Customer can browse or purchase telephone numbers, the account must satisfy the platform’s access requirements.
The phone-number section requires:
If Basic KYC has not been completed, the user may be redirected to the KYC section instead of seeing the telephone-number pages.
Agents use a separate assigned-number page and do not follow the Customer number-purchase workflow.
To access the number-management area:
The available pages may include:
Allows the Customer to browse and purchase telephone numbers.
Displays numbers currently assigned to the Customer account.
Displays the Customer’s telephone-number purchase or request history.
Displays numbers available to an Agent for operational use.
The exact menu labels may vary according to the signed-in user’s role and the configured language.
The Available Phone Numbers page displays numbers that can currently be acquired through AIUNIFY Call Center.
Each available number may display:
The inventory may contain numbers already synchronized into the AIUNIFY Call Center database or numbers made available through the connected Twilio account.
A number must have an Available status before it can be purchased.
The filter controls help Customers locate numbers that meet their operational needs.
Available filters may include:
Select the country where the telephone number should be located.
Only countries enabled in the platform’s telephone-provider geographical permissions may appear.
Enter an area code to locate numbers associated with a specific city, state, province, or region.
Availability is not guaranteed for every area code.
Use this filter when the number must support telephone calling.
Use this filter when the number must support text messaging.
Use the Any option when the number may support any combination of Voice, SMS, or MMS.
To apply filters:
If no numbers appear, remove one or more filters and search again.
Not every telephone number supports the same communication services.
Review each number’s capabilities before purchasing it.
A Voice-capable number can be used for telephone calls.
This may include:
An SMS-capable number can send and receive standard text messages when SMS service is properly configured.
An MMS-capable number may support media messages, including eligible images or attachments.
MMS availability can vary by:
A number displaying Voice capability but not SMS capability should not be selected for an SMS campaign.
The country code identifies the nation associated with the number.
Examples include:
+1 for the United States and other North American Numbering Plan regions+44 for the United Kingdom+61 for AustraliaThe area code identifies a smaller geographic region within the country.
Businesses often select area codes based on:
A local area code can make a business appear more familiar to recipients, but it does not guarantee that a recipient will answer the call.
Before purchasing a number, review the displayed pricing information.
The purchase confirmation may include:
Phone-number charges are displayed in U.S. dollars or the platform’s equivalent credit value.
The displayed customer charge may differ from the provider’s underlying wholesale cost.
AIUNIFY Call Center calculates the applicable charge according to the active pricing configuration for the number’s country.
The Customer must have sufficient credits before purchasing a number.
The system compares:
If the balance is too low, the purchase will not continue.
An error may indicate that the account needs a specific additional amount before the number can be acquired.
To resolve an insufficient-balance message:
Telephone-number availability can change while credits are being added.
To purchase a number:
Do not close the browser or submit the purchase repeatedly while the request is processing.
The current AIUNIFY Call Center workflow processes customer purchases immediately.
After Confirm Purchase is selected, the platform performs the following actions:
This workflow is described in some areas of the interface as a number request, but the current Customer purchase process is automatically approved when every step completes successfully.
The platform uses several protections during telephone-number purchases.
The number must still be Available when the purchase begins.
The same Customer cannot maintain another pending or approved request for the same number.
The system locks the number during the transaction to reduce the risk of two Customers purchasing the same number.
The Customer’s balance is checked before the purchase proceeds.
Credits are not intended to be deducted until the external provider purchase has succeeded.
The purchase, credit deduction, request record, and assignment are processed together.
If a critical part of the operation fails, the system attempts to prevent a partial or inconsistent purchase.
A successful purchase should produce a confirmation message.
The number should then appear under:
Phone Numbers → My Phone Numbers
The related request record may also appear under:
Phone Numbers → My Requests
The request status should display Approved because the current purchase workflow auto-approves completed purchases.
The Customer may also receive:
The new number can be used after its provider configuration and required routing are active.
A purchase may fail for reasons including:
If a purchase fails:
The My Phone Numbers page displays numbers currently assigned to the Customer account.
To open it:
Only assigned numbers connected to the signed-in Customer should appear.
The system excludes unassigned, available, revoked, or unrelated customer numbers from this page.
The page may display summary information including:
Each individual number may display:
Use the Search field to locate a number by its telephone number or friendly name.
An assigned number may come from one of two primary sources.
A Twilio Direct number is acquired and managed through the connected Twilio account.
The interface may identify these numbers with a direct-provider or lightning indicator.
A SIP Trunk number originates from a connected SIP carrier or external telephony system.
The interface may identify these numbers with a network or trunk indicator.
The number source affects how the number is configured, billed, routed, and maintained.
Do not assume that every number can be modified through the same settings page.
Each assigned number displays the services it supports.
Possible capability labels include:
Use the number according to its capabilities.
For example:
A number may support more than one capability.
The Monthly Cost represents the recurring amount associated with keeping the number assigned to the Customer.
The My Phone Numbers page may display:
Phone-number usage charges are separate from the monthly rental charge.
The account may therefore be charged for:
Review the Credit History or Transactions area for actual deductions.
Assigned telephone numbers are processed through a recurring monthly billing operation.
The system checks whether the Customer has sufficient credits for each assigned number.
When sufficient credits are available:
When the balance is insufficient:
Customers should maintain enough credits to cover all recurring number charges.
Do not wait until a campaign is scheduled to verify the credit balance.
The Calling Rate is the applicable per-minute customer charge associated with calls to or from a configured destination.
Calling rates may vary according to:
The number’s monthly rental cost is not the same as the calling rate.
A number can have both:
Use the Pricing Calculator when available to estimate expected calling expenses.
The Assigned Date shows when the number became connected to the Customer account.
This date may be useful for:
If an assigned date appears incorrect, compare it with the related purchase transaction and number-request record.
A telephone number may be connected to an AI Agent.
When a number is associated with an AI Agent, the My Phone Numbers page may display:
A number assigned to an AI Agent may be reserved for automated calling behavior.
The Customer softphone may exclude numbers currently assigned to AI Agents so that a human user does not unintentionally place manual calls from an automated-agent number.
The separate AI-agent number selector may display all eligible numbers when configuring the AI Agent.
Assigned numbers may be selected when creating or editing campaigns.
Before launching a campaign:
A number appearing in My Phone Numbers does not guarantee that every type of campaign can use it.
The browser softphone uses eligible numbers assigned to the signed-in account.
A Customer or Agent may choose an available outbound caller number from the softphone number selector.
The available number list may exclude:
If the softphone shows no outbound number, review the assignment and capability settings.
The My Requests page provides a history of Customer telephone-number requests and purchases.
A record may display:
The current instant-purchase workflow normally creates an Approved request immediately after a successful purchase.
Older or manually reviewed records may display other statuses.
Possible request statuses include:
The request is waiting for processing or administrator review.
The number request was approved and the number was assigned.
The request was denied.
Administrator notes may explain why it was rejected.
The Customer withdrew the request before it was approved.
Because the current purchase workflow is automatically approved, Customers may see fewer Pending requests than in earlier or manually processed workflows.
Only an eligible Pending request can be cancelled by the Customer.
To cancel a pending request:
Cancelling a pending request:
An Approved request cannot be cancelled using the pending-request cancellation button.
The Customer must contact the administrator regarding an already assigned number.
The purchase or request process may allow the Customer to include notes.
Notes can explain:
Customer notes are primarily useful in manually reviewed request workflows.
They do not override:
An administrator may assign a number directly to a Customer.
During direct assignment, the administrator may:
A directly assigned number should appear in the Customer’s My Phone Numbers page after assignment.
When the platform uses a manual-review workflow, administrators can access:
Admin → Number Requests
The administrator may:
Approving a manual request assigns the number to the Customer.
Rejecting a request should include a clear explanation.
The current Customer purchase process generally auto-approves successful purchases, but the administrative request-review tools remain available for compatible request records.
Revocation removes a number from a Customer’s assigned inventory.
A number may be revoked because of:
After revocation, the number may stop appearing in:
Contact the administrator before assuming a revoked number can be restored.
Releasing a number may permanently return it to the telephone provider.
Release is different from temporarily disabling or revoking a Customer assignment.
After a number is released:
Only administrators should release numbers after confirming that the number is no longer required.
The My Phone Numbers page includes a Search field.
To find a number:
The search applies to the numbers currently loaded or displayed by the page.
If the number is not found, review additional pages when pagination is present.
The Available Numbers page may display no inventory.
Possible causes include:
Try the following:
If My Phone Numbers is empty, the account may not have acquired a number yet.
The page may direct the user to browse available numbers or contact an administrator.
Confirm that:
Agents with no assigned numbers must contact the Customer account owner or administrator.
A number can appear in My Phone Numbers but not in the softphone.
Possible reasons include:
Sign out and sign back in after number-assignment changes.
Refresh the softphone and verify the number source.
Confirm that:
Voice capability does not automatically include SMS capability.
The purchase button may be unavailable when:
Review the displayed message and contact the administrator if the reason is not clear.
This condition requires administrative review.
Do not attempt repeated purchases.
Record:
Then contact the administrator.
The administrator should compare:
A successful provider purchase should normally result in an assigned number and an approved request record.
Telephone numbers should be used responsibly.
Customers are responsible for complying with applicable laws and carrier rules involving:
Do not use a number to impersonate another person or organization.
Do not purchase numbers for fraudulent, misleading, abusive, or unlawful activity.
Purchase numbers only for active business needs.
Select capabilities before purchasing.
Use local area codes when they support the campaign strategy.
Maintain sufficient credits for recurring charges.
Review monthly number costs regularly.
Remove unused campaign references before releasing a number.
Document which number is used for each campaign or department.
Avoid assigning the same number to incompatible workflows.
Review AI Agent assignments before using a number manually.
Confirm that Agents can access only authorized numbers.
Monitor Voice, SMS, and MMS usage separately.
Keep KYC and account information current.
When a phone number is not working, confirm the following:
AIUNIFY Call Center provides Customers with tools to browse, purchase, review, and use telephone numbers.
Basic KYC is required before Customers can access the number-purchase workflow.
Available numbers can be filtered by country, area code, Voice capability, and SMS capability.
The current purchase workflow immediately verifies availability, checks credits, purchases the number through Twilio, deducts the Customer charge, auto-approves the request, and assigns the number to the Customer account.
Assigned numbers appear in My Phone Numbers and may display their source, capabilities, monthly cost, calling rate, assignment date, and AI Agent connection.
Telephone numbers carry recurring monthly charges. If the Customer does not maintain sufficient credits, the system may revoke the number.
Customers should carefully review capabilities, pricing, credit balances, assignments, and compliance requirements before using a number for campaigns, softphone calls, SMS, MMS, or AI Agents.