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Managing Phone Numbers

Learn how to view, organize, assign, and manage your Voka AI phone numbers efficiently.

Phone Numbers Dashboard​

Your Phone Numbers dashboard is your central hub for managing all phone numbers associated with your Voka AI account.

Accessing Your Numbers​

  1. Log in to voice.vokaai.com
  2. Click Phone Numbers in the left sidebar
  3. View your complete list of numbers

Phone Numbers dashboard showing list with status, type, and actions

Understanding Your Phone Number List​

Each phone number in your list displays important information:

Number Information​

Phone Number

  • Full number with country code (e.g., +1 555-123-4567)
  • Click to copy to clipboard

Status

  • 🟢 Active - Number is working and can receive calls
  • 🟡 Pending - Number is being provisioned (usually only briefly)
  • 🔴 Suspended - Number is temporarily deactivated
  • ⚪ Released - Number has been released back to the carrier

Assistant

  • Shows which AI assistant (if any) is using this number
  • Or "Unassigned" if not currently in use

Type

  • The number type you bought: Local or Toll-Free (US and Canada), or Local, Toll-Free, National or Mobile (UK)

Country

  • The number's country

Monthly Cost

  • Your plan includes 1 to 3 numbers (1 on PAYG and Light, 2 on Flex and Value, 3 on Commit); each extra number is $2/month

Actions

  • Buttons to manage each number

Assigning Numbers to Assistants​

Phone numbers must be assigned to AI assistants to work.

Method 1: From Phone Numbers Page​

  1. Find the number you want to assign
  2. Click "Assign to Assistant" button
  3. Select an assistant from the dropdown
  4. Click "Assign"
  5. Number now shows as assigned
Screenshot Needed

Screenshot ID: MANAGE-002 Filename: MANAGE-002_assign-number-dialog.png Description: Dialog showing assistant selection dropdown for assigning a phone number Status: 🔴 Not started

Method 2: From Assistant Settings​

  1. Go to AI Assistants
  2. Click on an assistant to edit
  3. Go to the Calling tab
  4. Click "Assign Numbers"
  5. Select numbers from your available list
  6. Click "Save"
Recommended Method

Most users find it easier to assign numbers while setting up their assistant in the Calling tab.

Assigning Multiple Numbers​

You can assign multiple numbers to ONE assistant:

Use cases:

  • Regional local numbers all routing to same assistant
  • Different numbers for different marketing campaigns, so you can see in call analytics which number was called

To assign multiple:

  1. Edit your assistant
  2. Go to Calling tab
  3. Select multiple numbers
  4. All selected numbers will ring to this assistant

Unassigning Numbers​

To remove a number from an assistant:

Method 1: From Phone Numbers page

  1. Find the assigned number
  2. Click "Unassign" button
  3. Confirm

Method 2: From Assistant Calling tab

  1. Edit the assistant
  2. Go to Calling tab
  3. Click the X next to the number
  4. Save

What happens:

  • Number becomes "Unassigned"
  • Number stops ringing to that assistant
  • Number is still active and you still pay for it
  • You can assign it to a different assistant

Syncing Phone Numbers​

Sometimes numbers need to be synced with the system.

When to Sync​

Sync your numbers when:

  • Numbers show incorrect status
  • Recently purchased number doesn't appear
  • Assignment changes aren't reflecting
  • After bulk operations

How to Sync​

  1. Go to Phone Numbers page
  2. Click "Sync Numbers" button (usually top-right)
  3. Wait a few seconds
  4. List refreshes with current data
info

Most of the time, sync happens automatically. Manual sync is rarely needed.

Releasing Phone Numbers​

Release numbers you no longer need to stop paying monthly fees.

Before You Release​

⚠️ Important checks:

  • Is this number being used anywhere? (website, business cards, ads)
  • Is it currently assigned to an assistant?
  • Are customers calling this number?
  • Do you have call forwarding set up to this number?
  • Is this number part of your marketing?
Cannot Be Undone

Once released, the number is permanently gone. You cannot get the same number back. It becomes available for other customers to purchase.

How to Release a Number​

  1. Go to Phone Numbers
  2. Find the number to release
  3. Click the trash icon (🗑️) or "Release" button
  4. Read the warning carefully
  5. Type the number to confirm (if required)
  6. Click "Release Number"

What happens:

  • You stop being charged monthly fees
  • Number is immediately deactivated
  • Calls to that number will no longer work
  • Number is removed from your account

Understanding Phone Number Status​

Active​

  • ✅ Number is working normally
  • ✅ Can receive calls and SMS
  • ✅ Assigned and ready to use
  • ✅ You're being charged monthly fee

What to do: Nothing, number is working as expected.

Pending​

  • 🟡 Number is being activated
  • 🟡 Cannot receive calls yet

What to do: Wait a few minutes and refresh. If it stays pending, contact support.

Suspended​

  • 🔴 Number is temporarily deactivated
  • 🔴 Cannot receive calls or SMS
  • 🔴 Usually due to billing issue

Common causes:

  • Payment method declined
  • Account suspended
  • Compliance issue
  • Administrative hold

What to do:

  1. Check Billing for payment issues
  2. Review any emails from Voka AI
  3. Contact support if unclear

Released​

  • ⚪ Number has been released
  • ⚪ No longer yours
  • ⚪ Only shows in history

What to do: Number is gone. Purchase a new one if needed.

Managing Costs​

Your plan includes 1 to 3 phone numbers (1 on PAYG and Light, 2 on Flex and Value, 3 on Commit). Each extra number is $2/month, separate from call minutes. See Pricing.

To keep costs down:

  • Release numbers that aren't getting calls
  • One number per assistant is enough for most businesses

Keeping your existing business number​

Voka doesn't port numbers. To keep the number your customers already know, forward it to your Voka number with your phone carrier (for example *72 plus your Voka number on many carriers). You can turn forwarding off any time. See Call Forwarding.

Best Practices​

Organization​

✅ Do:

  • Document what each number is for
  • Keep unassigned numbers to a minimum
  • Review your number list monthly

❌ Don't:

  • Buy numbers "just in case" without a plan
  • Leave numbers unassigned indefinitely
  • Forget to release numbers you're not using

Assignment​

✅ Do:

  • Test numbers immediately after assignment
  • Document which numbers are assigned where

❌ Don't:

  • Assign the same number to multiple assistants
  • Leave production numbers unassigned
  • Forget to test after making changes

Cost Management​

✅ Do:

  • Audit monthly for unused numbers
  • Release numbers you're not using

❌ Don't:

  • Pay for numbers you don't need
  • Keep "expired" campaign numbers indefinitely
  • Ignore the monthly costs

Troubleshooting​

"I can't find my recently purchased number"​

Solutions:

  1. Click "Sync Numbers" button
  2. Refresh the page
  3. Check whether it is showing as Pending
  4. Wait a few minutes and refresh
  5. Contact support if still missing

"Number shows as assigned but calls aren't working"​

Check:

  1. Is the assistant active?

    • Go to AI Assistants
    • Verify assistant status is Active

  2. Is the number really assigned?

    • Edit the assistant → Calling tab
    • Verify number appears in assigned list

  3. Make a test call

    • Call the number
    • Check if it rings

  4. Review call logs

    • Go to Analytics → Calls
    • See if call attempts are showing up

If still not working: Contact support

"I assigned the number but it's still showing as unassigned"​

Solutions:

  1. Refresh the page
  2. Click "Sync Numbers"
  3. Check the assistant's Calling tab (might be a display issue on numbers page)
  4. Try reassigning:
    • Unassign the number
    • Wait a moment
    • Assign it again
    • Save

"Can't release a number - button is grayed out"​

Possible reasons:

  1. Number is assigned - Unassign it first
  2. Pending action - Wait for current operation to complete
  3. Last number on a free trial - A trial account can't release its only number

Fix:

  • Unassign the number from any assistants
  • Wait for pending operations to complete
  • Contact support if button remains disabled

"Number is suspended - how do I reactivate?"​

Check:

  1. Go to Billing

    • Verify payment method is valid
    • Check for failed payment attempts

  2. Check your email

    • Look for suspension notices from Voka AI
    • Follow any instructions provided

  3. Review compliance

    • Some numbers require identity verification
    • Check if you need to submit documentation

  4. Contact support

    • If payment is current but number still suspended
    • We can investigate and reactivate

Advanced Use Cases​

Tracking Marketing Campaigns​

Use separate numbers to track campaign effectiveness:

Example setup:

  • Number A used in Google Ads
  • Number B used in Facebook Ads
  • Number C used on a billboard

All assigned to same assistant, but you can see in analytics which number gets more calls.

Analytics breakdown:

  1. Go to Analytics → Calls
  2. Filter by phone number
  3. Compare call volume across campaigns
  4. Determine ROI per marketing channel

Geographic Routing​

Scenario: Multi-location business with regional numbers

Setup:

  • NYC local number → NYC assistant (with NYC hours, NYC staff transfers)
  • LA local number → LA assistant (with LA hours, LA staff transfers)

Seasonal Numbers​

Scenario: Tax preparation business

Off-season (May-December):

  • Main number active, assigned to assistant
  • Overflow number released (save monthly fees)

Busy season (January-April):

  • Main number active
  • Purchase additional overflow numbers
  • Assign all to assistant for high call volume

After tax season:

  • Release overflow numbers
  • Keep only main number

Phone Number Limits​

PlanNumbers included
PAYG1
Light1
Flex2
Value2
Commit3

Extra numbers beyond your plan are $2/month each. A free trial includes one number. See Billing Plans.

Next Steps​

Now that you know how to manage phone numbers:

  1. Set up call forwarding - Forward existing numbers to Voka AI
  2. Understand number features - Learn what your numbers can do
  3. Review analytics - See how your numbers are performing

Need Help?​