Phone number help
Phone numbers & incoming calls
Find a number, understand activation requirements and choose where incoming calls go. Start here when setting up or reviewing your number.
6 guides · 6 questions & answers
Guides
Ordering & activation
Where do I find available numbers?
Open Phone Numbers and choose Order Phone Number. Select a country, then review the number types and inventory offered for that location. Availability varies; use the live catalog for your destination.
What should I check before ordering?
Review the setup fee, recurring charge and registration requirements. The order guidance explains that monthly charges are prorated for the remainder of the current cycle and billed in advance for the next cycle. Review the final order details before confirming.
Why is my order pending?
Some destinations require registration documents and approval. Check the order status and any outstanding requirements in Phone Numbers. If something is unclear, include the order reference when contacting support.
Routing & existing numbers
Build a telephone menu for Sales and Support
Build an IVR phone menu, connect a number, configure keypress choices and test the caller journey.
→Configure caller name, emergency address and fax
Find optional services for your number, review fees and follow requests without confusing submission with activation.
→Find and listen to voicemail
Choose the right mailbox, listen to saved messages and check why an expected voicemail is missing.
→How do I choose where calls are answered?
For an active number, open Configure and select the destination for incoming calls. Available routing options include a local SIP user, queue, voice agent, Voice API Control, PSTN forwarding, external SIP servers and a SIP URI. Prepare the destination before saving the route.
Can I bring a number from another provider?
Open Number Porting to review the requirements and request process. Eligibility depends on the country, number type and current provider. Use the confirmed transfer date when planning the change.
Is a verified external caller ID an incoming number?
Verifying an external number lets you use it as an approved outbound caller ID. It does not move that number’s incoming calls to IllyVoIP or turn it into a purchased number. Porting and incoming routing are separate processes.
Transfer an existing number
Need a hand?
Open account support for a specific issue, or contact us to discuss your setup.
Contact support →