Phone Numbers in VoiceStack

Let's learn about how different types of phone numbers are configured and stored in VoiceStack.

In this Article

• Phone Numbers
• External Numbers
• Blocked Numbers
• Verified Number
• Phone Number for Messages

Phone Numbers ▶

The Phone Numbers page in the VoiceStack Admin App displays the preset phone numbers for the practice. A phone number is entered into the system and is then allocated as a main number or a campaign number. You can port or purchase a new number as needed. Once a number is owned, you can assign a number to:

• A User / Device
• A Ring Group
• An IVR Menu
• A Campaign
• A Call Tracking Source

To learn how to configure phone numbers in the VoiceStack admin application, click here.

Use Cases

1. Multi-Location Practices
   Assign different phone numbers to specific locations, like Manchester or Wales, to route patient calls more efficiently.
2. Campaign Tracking
   Create separate phone numbers for marketing campaigns (e.g., Google Ads, Facebook campaigns) to track call performance and ROI.
3. Time-Based Call Routing
   Use Business Hours to direct calls differently during working hours vs. after-hours (e.g., to a shared voicemail box).
4. Localised Voicemail Experience
   Configure different voicemail greetings and audio files per number based on the region or department.
5. Temporary Numbers for Events or Promotions
   Use disposable or short-term numbers with customised settings for special events or seasonal campaigns.

Tips

• Keep Clear Name Sources: Use consistent naming conventions for the “Source” field (e.g., “FB_Campaign_Manchester_2025”) to keep reports clean and understandable.
• Use Geo-Specific Greetings: Upload region-specific audio files for voicemail messages to enhance local relevance and user comfort.
• Keep Status Up-to-Date: Deactivate numbers no longer in use to avoid confusion or routing errors.
• Regularly Audit Working Hours: Ensure the availability slots reflect actual operating hours to avoid missed calls.

Benefits

• Improved Call Routing Efficiency
  Streamlines call delivery to the right location or team at the right time.
• Accurate Call Attribution
  Helps determine which campaigns, regions, or services are driving calls.
• Optimised Patient Experience
  Ensures callers are greeted with relevant, timely, and location-appropriate messages.
• Operational Flexibility
  Enables quick configuration and reconfiguration of call handling without relying on external support.

Best Practices

• Segment Numbers by Function
  Have dedicated numbers for appointment scheduling, billing, support, and general inquiries to improve triage.
• Customise Voicemails by Time of Day
  Set different voicemail greetings for business vs. after-hours, reflecting when the patient will be contacted back.
• Leverage Working Hours Logic
  Combine business hours with voicemail destinations for seamless call redirection when staff is unavailable.
• Document All Number Configurations
  Maintain a configuration record (internally or in the Admin App Notes) for who manages each number and its intended use.

Examples

Location-Specific Setup

Scenario: The practice has clinics in Manchester and Wales.

• Phone Number [phone] is assigned to Manchester.
• Business hours: Mon–Fri, 9 AM – 5 PM.
• Voicemail Box: Configured with “Manchester After-Hours” greeting.
• Status: Active.

Result: Calls route correctly based on local hours, ensuring no lead is lost after hours.

Marketing Campaign Tracking

Scenario: The marketing team launches a campaign on Google Ads.

• A new phone number is provisioned.
• Source: “Google Ads Spring Campaign”
• Location: “Campaign – Virtual”
• Voicemail: Custom greeting like: “Thanks for responding to our special offer! We’ll get back to you shortly.”

Result: The campaign’s effectiveness is tracked via call logs tied to this specific number, and leads receive context-appropriate voicemail responses.

Inactive Number Handling

Scenario: An older phone number from a now-closed location is still in the system.

• Admin sets Status to “Inactive”.
• Removes voicemail routing and disables working hours.

Result: Prevents calls from being routed to a defunct line and ensures operational integrity.

External Numbers ▶

The External Number page in the VoiceStack Admin App lets users create, modify, and remove external phone numbers within the system. These numbers are used for external call transfers, allowing calls to be routed to mobile phones, landlines, or third-party call centres. This provides flexible call routing and ensures uninterrupted communication, even for remote teams or after-hours coverage.

To learn how to create, update, or delete an external number, click here.

The benefits of effectively configuring external numbers include:

• Ensures continuous call coverage during off-hours or even remote work.
• Improves call management flexibility with multiple routing options.
• Enhances patient or client satisfaction by reducing missed calls.
• Enables location-based call reporting for performance tracking.
• Supports data security and privacy with masked caller ID options.

Use Cases

1. In after-hours forwarding, practices can automatically route incoming calls to an agent’s mobile or a third-party call centre once business hours end. This ensures that patients always reach a live contact, even outside standard operating hours.
2. For doctor on-call routing, healthcare practices can forward urgent or emergency calls directly to an on-call doctor’s personal mobile. This allows critical cases to be addressed immediately, ensuring timely medical support and improving overall patient care during nights, weekends, or holidays.
3. When supporting remote work enablement, calls made to office extensions can be redirected to employees working from home or in the field. Staff can receive calls on their personal or business devices, staying accessible without being tied to physical desk phones, thus ensuring continuous communication and operational flexibility.
4. In the case of third-party vendor handling, calls related to specific functions—such as billing, insurance verification, or customer support—can be automatically transferred to external service providers. This reduces internal workload, improves response times, and ensures callers are directly connected to the most relevant point of contact.
5. Finally, backup call routing acts as a safeguard during outages or network disruptions. If internal systems or internet connections go down, incoming calls can be forwarded to preconfigured external numbers, such as a manager’s mobile or another branch office, ensuring that communication remains uninterrupted and business operations continue seamlessly.

Best Practices

• Always verify the number format before saving.
• Use distinct and descriptive names for easier identification (e.g., “Support_NY_Mobile”).
• Review DTMF entries when forwarding to IVR systems.
• Periodically audit inactive numbers to prevent misrouting.
• Test new configurations during off-peak hours to avoid call disruption.

FAQs / Troubleshooting

Questions	Answers
Q1: I forwarded calls to an external number, but calls are not connecting.	Verify the number format, DTMF configuration, and ensure the external device can receive forwarded calls.
Q2: The displayed number on my mobile is incorrect.	Check your Incoming Call Display setting. Choose “Show Original Caller’s Number” if you want to see the caller’s ID.
Q3: Can I assign the same external number to multiple locations?	No. Each external number must be unique across the system. If you try to assign an existing number to another location, the system will display an error message indicating that the phone number already exists. To differentiate similar entries, use distinct numbers.

Blocked Numbers ▶

If just one unwanted call can break your team’s focus, imagine what ten can do. Blocked Numbers helps you shut the noise out with a single click.

Your team’s time is too valuable to waste on spam, telemarketing pitches, or disruptive callers. Blocking the unwanted contacts helps protect your agents by preventing unwanted numbers from reaching them. Once added to the blocked list, these contacts are immediately prevented from calling into your practice.

To learn how to block a number, click here.

Use Cases

Scenarios	Action
Prevent Spam and Telemarketing Disruptions	Block persistent spam, robocalls, or telemarketers from reaching your team and interrupting operations.
Avoid Internal Distraction from Job Seekers	Prevent repeated calls from individuals seeking employment from reaching business lines.
Protect Staff from Harassment or Abusive Callers	Block contacts reported by staff for inappropriate or threatening behavior.
Filter Low-Intent Leads	Block numbers from contacts who repeatedly call but show no genuine intent (e.g., prank callers or information collectors).
Manage High-Volume Campaign Overflow	Temporarily block overflow numbers or misrouted traffic from ad campaigns gone viral or wrongly targeted.

Tips

• Log a Clear Reason: Always select a blocking reason and add a note (even if optional). It helps future admins understand the context.
• Review Periodically: Audit the blocked list monthly or quarterly to ensure no useful contacts were mistakenly blocked or need to be reinstated.
• Use Specific Rather Than Broad Numbers: Avoid blocking prefixes or partial numbers unless there’s a strong pattern—focus on exact problem numbers.
• Empower Agents to Report: Let agents suggest numbers for blocking, which admins can review and act on.

Benefits

• Reduces Agent Distraction
  Ensures staff are focused on legitimate inquiries, not nuisance calls.
• Improves Productivity
  Fewer interruptions from irrelevant or inappropriate calls.
• Enhances Call Quality Analytics
  Keeps call reports clean by excluding spam and irrelevant traffic.
• Better Call Queue Management
  Keeps high-value lines free for patients and leads who matter.

Best Practices

• Document Reasons with Notes
  If a contact is blocked due to harassment or behavior, note it clearly. If it's a marketing caller, include company details if known.
• Sync with CRM or Practice Rules
  If your practice has a CRM or complaint logging process, make sure blocked numbers are reflected across systems (if applicable).
• Train Staff to Recognise Red Flags
  Create internal guidelines on when to escalate numbers for blocking (e.g., repeat spam, fraud, abuse).
• Monitor Patterns Before Blocking
  For edge cases (e.g., silent calls, hang-ups), monitor for repeated patterns before blocking permanently.

Examples

1. Spam Caller Blocked

Scenario: A number repeatedly calls with recorded insurance sales messages.

• Phone Number: [phone]
• Reason: Spam
• Notes: "Automated robocall offering business insurance."

Outcome: Caller is blocked, and no further calls are routed to agents.

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2. Harassment Prevention

Scenario: A known contact makes repeated inappropriate comments to the front desk staff.

• Phone Number: [phone]
• Reason: Others
• Notes: "Reported twice by reception team for verbal harassment."

Outcome: Number is blocked to protect staff well-being.

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3. Temporary Block for Campaign Overload

Scenario: A viral campaign goes out with a typo in the contact number, and misdirected traffic floods the line.

• Phone Number: [phone]
• Reason: Others
• Notes: "Calls misrouted due to campaign typo. Will review in 1 week."

Outcome: Number blocked temporarily and scheduled for reassessment.

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4. Job Seeker Screening

Scenario: Multiple calls received from the same number seeking employment at the clinic.

• Phone Number: [phone]
• Reason: Job Seeker
• Notes: "Applied through email, also making frequent phone follow-ups."

Outcome: Number blocked from business lines but directed to HR inbox.

Verified Numbers ▶

The Verified Numbers are phone numbers that have been authenticated for use within the VoiceStack system. This setup ensures that all outgoing and incoming calls use authorised, secure, and reliable numbers tied to specific practice locations.

Read this article to learn how to create and manage verified numbers.

Use Cases

• Caller ID Setup: Ensure that the correct and branded number appears on outbound calls.
• Multi-location Support: Assign different verified numbers for each clinic location.
• Compliance and Security: Restrict use of outbound numbers to those that are officially verified.
• Disaster Recovery: Maintain a list of pre-verified backup numbers in case of number service issues.

Benefits

• Trustworthy Caller ID: Boosts patient confidence by displaying known clinic numbers.
• Improved Call Deliverability: Verified numbers are less likely to be flagged as spam.
• Operational Accuracy: Calls route correctly across departments and locations.
• Security Assurance: Prevents unauthorised numbers from being used within the system.

Tips

• Verify Numbers During Onboarding: Do this early when setting up a new location.
• Double-check Formatting: Ensure the correct country and area codes are used before verification.
• Use Consistent Naming: Match number names with locations for easy reference.
• Use Consistent Naming: Match number names with locations for easy reference.
• Update Promptly: Remove outdated or unused numbers to keep the list clean.

Best Practices

• Assign Numbers by Location: Helps in tracking and managing calls regionally.
• Complete OTP or Call Verification Immediately: Don’t delay the process to avoid setup issues.
• Audit Quarterly: Review all verified numbers to ensure continued accuracy and relevance.
• Document Verification History: Maintain internal records of when and by whom numbers were verified.
• Limit Admin Access: Restrict who can add/delete numbers to prevent misuse.

Phone Number for Messages ▶

The phone number configuration for the text messaging feature allows users to manage settings for a specific phone number, including assigning it to a message group, enabling auto-responses, and updating configurations as needed.

To learn how to configure phone numbers in messages, check out this article.

Use Cases

• Assign a dedicated phone number to each department (e.g., billing, appointments) for organised message handling.
• Use auto-responses during non-business hours to inform customers of when they can expect a response.
• Temporarily reassign numbers to different message groups during campaign seasons or staffing changes.

Benefits

• Streamlined communication by directing messages to the correct team.
• Faster customer response time with automatic replies.
• Reduced manual workload by automating common responses.
• Improved customer experience through clear, consistent messaging.

Tips

• Use short, polite, and informative language in your auto-response messages.
• Review message group assignments periodically to ensure proper routing.
• Use naming conventions for message groups (e.g., Support – East, Billing – HQ) for clarity.

Best Practices

• Enable auto-response for numbers used outside normal business hours.
• Keep the auto-response message updated with relevant contact info or links.
• Assign each number to only one well-defined message group to avoid confusion.
• Log changes to number configurations for future reference and audits.

Examples 

Use Case: Your dental clinic has two numbers:

• [phone] (Appointments)
• [phone] (Billing)

Configuration:

• Assign [phone] to the Appointments message group.
  Enable auto-response:
  "Thanks for contacting our appointment desk. We'll get back to you shortly."
• Assign [phone] to the Billing group.
  Disable auto-response (so billing agents can respond personally).

Result:

Messages are routed directly to the right team, customers feel acknowledged, and your agents respond faster and more efficiently.

Support

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