Create Update or Delete an External Number

Module: Admin Application

The external number feature in VoiceStack allows admins to add new external phone numbers where calls can be forwarded outside the organisation. Let's explore how to create, update, or delete an External Number in VoiceStack.

Creating an External Number

1. Navigate to Configuration > Calls > External Number.

2. Click Create External Number. 

3. Enter the following details:

• Name: Label for the number.
  • Use “Manager Mobile,” “After-hours Support,” or “Reception Desk.” Helpful for identification and reporting.
• Number: The destination phone number.
• DTMF (Optional): Dual-Tone Multi-Frequency signals (touch-tones) are sent automatically after the call connects. Usually used for navigating phone menus.
  • This is only needed if forwarding to a phone system that asks for menu choices or a PIN (e.g., “Press 1 for English”). Leave it blank if it’s a regular mobile or landline.
• Location: Physical or organisational location of the number. Useful for grouping or restricting access to numbers from certain places.
• Enable Answering Service (Optional): Enable this option to mark all calls forwarded to this number as missed calls.
• Incoming Call Display (Optional): Controls what appears on your phone when calls are forwarded.

  • Show Original Caller’s Number: You’ll see the actual number of the person calling. Use this if you want context (e.g., calling patients back).

  • Show Dialed Number: You’ll see the number the caller dialed to reach you. Useful if you handle multiple business lines and want to distinguish work calls. The caller’s true number is hidden.

  • Display a verified or virtual number: Shows a pre-chosen business, verified, or virtual number instead of the caller’s real number. Use this for privacy, compliance, or branding. The caller’s real number is masked.

Search Bar & Filters

a. Search Bar

• Located at the top of the screen, this search bar allows you to quickly find specific external numbers by name, number, or extension.

b. Filter by Location.

• The location filter lets you narrow the view to numbers associated with a particular branch or office. 
  • Selecting 'All' displays numbers from every location.

Updating an External Number

1. Locate the number to update using the search and filter options. 

2. Click Configure.

3. Modify details such as Name, Number, DTMF, Location, Answering Service, or Incoming Call Display.

4. Click Update to save the changes.

 

Deleting an External Number

1. Find the external number you wish to delete and click Delete.

2. In the confirmation pop-up, click Delete to remove it permanently, or Cancel to abort the action.

Support

Need further help? Contact [e-mail] or call [phone].