📞Phone Numbers

What are Phone Numbers?

Phone numbers in Ring Tonic are your inventory of tracking numbers that can be assigned to campaigns. Think of them as a pool of resources that you manage centrally and allocate to different marketing initiatives.

All phone numbers in Ring Tonic are actual Twilio phone numbers. Ring Tonic manages the webhook configuration and routing automatically based on campaign assignments.

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Understanding Phone Number Status

Phone numbers in your inventory can be in one of two states:

• Assigned: Currently linked to a campaign and actively tracking calls

• Unassigned: Available in your inventory but not linked to any campaign

Best Practice: Keep a few unassigned numbers in your inventory as reserves. This makes it faster to launch new campaigns since you can skip the number purchasing step.

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Managing Your Phone Numbers

Viewing Your Inventory

1. Go to Phone Numbers in the main navigation

2. View your complete inventory with:

   • Total Numbers: All tracking numbers in your account

   • Active Campaigns: Numbers currently assigned to campaigns

   • Unassigned: Numbers available for assignment

Phone numbers inventory dashboard

The phone numbers table shows:

• Phone Number: The actual phone number (formatted for readability)

• Friendly Name: Optional custom label for easy identification

• CNAM: Caller Name lookup status (On/Off) - shows whether CNAM is enabled for this number

• Campaign: Which campaign the number is assigned to (or "Unassigned")

• Type: Campaign type (DNI or Static)

• Forwarding To: The business number where calls are routed

• Last Call: When the number last received a call

Filtering and Searching

Use the built-in filters to find specific numbers:

Status Filter:

• Assigned: Show only numbers linked to campaigns

• Unassigned: Show only available numbers

Campaign Filter:

• Filter by specific campaign to see all numbers assigned to it

Search:

• Search by phone number to quickly locate a specific number

• Search by friendly name to find numbers by your custom labels

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Importing Numbers from Twilio

If you already own phone numbers in your Twilio account, you can import them into Ring Tonic's inventory.

How to Import Numbers

1. Go to Phone Numbers → Import Numbers

2. Ring Tonic automatically loads all phone numbers from your Twilio account

3. Browse your numbers showing:

   • Phone number and friendly name

   • Voice/SMS/MMS capabilities

   • Current webhook configuration

   • Import status (whether already imported)

4. Select the numbers you want to import:

   • Click individual checkboxes to select specific numbers

   • Multiple selection allows bulk importing

5. Click Import to add them to your inventory

Important: Ring Tonic does not override the Voice URL when you import a number. It keeps working with its existing setup until you assign a campaign, ensuring zero call downtime during migration.

Import existing numbers from your Twilio account

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Editing Friendly Names

Friendly names help you identify numbers at a glance without memorizing phone numbers.

How to Set a Friendly Name

1. Go to Phone Numbers

2. Find the number you want to label

3. Click the Edit (pencil) icon

4. Enter a friendly name (e.g., "Downtown Billboard", "Facebook Ads Reserve", "VIP Hotline")

5. Click Update

Pro Tip: Use descriptive friendly names that indicate the number's purpose or source. For example: "Q4 Radio Campaign" or "LinkedIn Ads - Tech Audience"

Set custom friendly names for easy identification

The friendly name is also synced to Twilio, so it appears in your Twilio console as well.

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Toggling CNAM Lookup

CNAM (Caller Name) lookup retrieves the caller's name from the phone carrier database when a call comes in. This can help identify callers before you answer.

Toggle CNAM Lookup Action

How to Toggle CNAM Lookup

1. Go to Phone Numbers

2. Find the number you want to configure

3. Click the Toggle CNAM (user) icon

4. The CNAM status will toggle between On and Off

The CNAM column in the table shows the current status:

• On (green badge): CNAM lookup is enabled for this number

• Off (gray badge): CNAM lookup is disabled

Cost: CNAM lookup costs $0.01 per call. Only enable it on numbers where caller identification is valuable to your business.

How it works with AI: If you have "Automatically detect caller name" enabled in your workspace AI settings, the AI will extract caller names from call transcriptions. When both CNAM and AI detection are enabled, AI will only override the CNAM-provided name if it has high confidence (above 80%) in its detection.

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Assigning Numbers to Campaigns

You can assign or reassign numbers to campaigns directly from the phone numbers page.

How to Assign a Number

1. Go to Phone Numbers

2. Find the number you want to assign

3. Click the Assign (link) icon

4. Select a campaign from the dropdown

   • Shows all campaigns in your workspace

   • Organized alphabetically for easy browsing

5. Review any warnings (if applicable)

6. Click Assign to confirm

Assign phone number to a campaign

Assignment Warnings

Ring Tonic shows warnings when an assignment could impact existing campaigns or active calls:

Warning 1: Moving Between Campaigns

Warning 1: Moving Between Campaigns

If the number is already assigned to another campaign:

• Type: Warning

• Message: "This number will be removed from [Campaign Name]. That campaign may stop working if it's a static campaign."

• Impact: The origin campaign loses this number

Critical for Static Campaigns: Static campaigns typically use a single number. Moving that number to another campaign will break the static campaign's call routing.

Warning 2: Active Visitor Session

If the number is currently displayed to a visitor on your website (DNI campaigns):

• Type: Danger

• Message: "This number is currently displayed to a visitor on your website. Unassigning it now may cause a failed call for that visitor."

• Impact: Active website visitors may see an error if they call

Warning 3: Empty Campaign

If removing this number would leave the campaign with no numbers:

• Type: Warning

• Message: "Removing this number will leave [Campaign Name] with no numbers. Calls to this campaign will stop."

• Impact: The campaign can't receive any calls

Ring Tonic warns you about potential impacts before reassignment

Unassigning Numbers

You can also unassign a number to return it to your available inventory:

1. Click the Assign (link) icon on the number

2. Select "Unassigned" from the dropdown

3. Review warnings (same warnings apply as above)

4. Click Unassign to confirm

The number is returned to your inventory and available for future use.

Unassign number from a campaign

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Deleting Numbers

When you no longer need a phone number in Ring Tonic, you can delete it from your inventory. You have the option to also release the number from your Twilio account.

Delete phone number modal

How to Delete a Number

1. Go to Phone Numbers

2. Find the number you want to delete

3. Click the Delete (trash) icon

4. Choose whether to also release from Twilio:

   • Keep in Twilio (default): The number is removed from Ring Tonic but remains in your Twilio account. You can re-import it later.

   • Also release from Twilio: The number is permanently deleted from both Ring Tonic and your Twilio account.

5. Click Delete to confirm

Default behavior: By default, deleting a number only removes it from Ring Tonic. The number stays in your Twilio account and you continue to pay for it. This allows you to re-import it later if needed.

Warning: If you enable "Also release from Twilio", the action is permanent and cannot be undone. The number will be:

• Deleted from Ring Tonic

• Released from your Twilio account

• No longer associated with your account

• Potentially reassigned to another Twilio customer

Make sure you really want to release the number before enabling this option.

Tip: If you're unsure, keep the default option (don't release from Twilio). You can always release the number from your Twilio console later.

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Transferring Numbers Between Workspaces

If you own multiple workspaces that share the same Twilio account, you can transfer phone numbers between them.

Transfer phone number modal

Requirements for Transfer

• You must be the owner of both workspaces

• Both workspaces must use the same Twilio account (the phone number must exist in the destination workspace's Twilio account)

How to Transfer a Number

1. Go to Phone Numbers

2. Find the number you want to transfer

3. Click the Transfer (arrow) icon

4. Select the destination workspace from the dropdown

5. Click Transfer to confirm

What Happens During Transfer

When you transfer a phone number:

• The number is unassigned from any campaign in the current workspace

• The Twilio webhook is set to parking (calls won't be routed until assigned to a new campaign)

• The number appears as unassigned in the destination workspace

• All call history remains associated with the original workspace

Important: After transfer, you'll need to assign the number to a campaign in the destination workspace before it can receive calls.

Why same Twilio account? Ring Tonic verifies that the phone number exists in the destination workspace's Twilio account before allowing the transfer. This ensures the number can be properly managed in the new workspace.

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Common Questions

What happens when I import a number?

The number is added to your Ring Tonic inventory without changing its existing webhook configuration. This means the number continues working exactly as before until you assign it to a campaign. This ensures zero downtime during migration.

Can I import the same number twice?

You cannot import a number that's already in your inventory - it will be marked as "imported" and disabled in the import interface. However, if you delete a number from Ring Tonic (without releasing from Twilio), you can re-import it later.

Will deleting a number delete its call history?

No, call logs are preserved even after deleting a number. However, you won't be able to use that number for new campaigns unless you re-import it.

What's the difference between deleting and releasing from Twilio?

Deleting removes the number from Ring Tonic only - the number stays in your Twilio account and you can re-import it later. Releasing from Twilio permanently removes the number from both Ring Tonic and your Twilio account.

Can I reassign a number from a DNI campaign to a Static campaign?

Yes, but be careful. Removing numbers from DNI campaigns reduces the pool size, which could cause number exhaustion if you have high traffic.

What's the difference between unassigning and deleting?

Unassigning keeps the number in your Ring Tonic inventory but makes it available for other campaigns. Deleting removes it from Ring Tonic entirely (optionally from Twilio too).

Can I transfer a number to any workspace?

No, you can only transfer numbers to workspaces you own that share the same Twilio account. Ring Tonic verifies the number exists in the destination workspace's Twilio account before allowing the transfer.

What happens to call history when I transfer a number?

Call history stays with the original workspace. The transferred number starts fresh in the destination workspace with no prior call data.

Why can't I see the transfer option?

The transfer option only appears if you own multiple workspaces. Only workspace owners can transfer numbers - team members with manager or member roles cannot transfer.

What is CNAM and should I enable it?

CNAM (Caller Name) is a phone carrier service that looks up the caller's name when they call. It costs $0.01 per lookup. Enable it on numbers where knowing the caller's identity is valuable (e.g., sales lines), but you can leave it off for high-volume or marketing numbers to save costs.

How does CNAM work with AI caller name detection?

If both CNAM and AI caller name detection are enabled, Ring Tonic uses CNAM data first (from the phone carrier). The AI will only override the CNAM-provided name if it detects a name in the transcription with high confidence (above 80%). This gives you the best of both: immediate caller ID from CNAM and more accurate names extracted from the actual conversation.