7.2 Managing Phone Numbers (Purchasing, Compliance Setup)

Before you can make calls or send texts, you need to acquire phone numbers and complete necessary compliance steps.

Purchasing Phone Numbers:

  1. Navigate to Settings → Phone Numbers: Access the phone number management area.
  2. Click + Add Number: Initiate the purchase process.
  3. Select Country & Capabilities: Choose the country (e.g., United States, Canada). The system will show available capabilities (Voice, SMS, MMS) for numbers in that country.
  4. (If Required) Select Regulatory Bundle: For some countries (like the UK and many others, increasingly required), you may need to first create and have an approved Regulatory Bundle (in the Regulatory Bundle tab) containing specific business documentation before you can purchase numbers. Follow the prompts if required.
  5. Search for Number:
    • Filter by Type: Choose Local (tied to a specific area code) or Toll-Free (888, 877, etc.).
    • Search Criteria: For Local numbers, enter the desired Area Code. You can also search by specific Number, Rate Center, or Region.
    • Capabilities Filter: Ensure the number supports the capabilities you need (Voice, SMS, MMS).
  6. Select and Buy: Browse the list of available numbers. Click Buy next to the desired number and confirm the purchase. The associated monthly fee and per-use charges will be deducted from your account Wallet.

Compliance Registrations (CRUCIAL - Managed in Trust Center):

You MUST complete these registrations BEFORE sending significant SMS/MMS volume or relying heavily on calling features. Failure to register will result in blocked messages and potentially flagged calls.

  1. Navigate to Settings → Phone Numbers → Trust Center tab. This is your central hub for managing communication compliance.
  2. A2P 10DLC Registration (Mandatory for US Local SMS): (See Chapter 23.1 for full details)
    • Purpose: Required by US carriers for sending business texts from local 10-digit numbers. Verifies your business and use case to prevent spam.
    • Process:
      • Register Brand: Submit your exact legal business info (Name, Address, EIN). Wait for approval.
      • Register Campaign Use Case(s): Describe how you use SMS (e.g., Marketing, Customer Care, Mixed). Provide detailed description, 2+ sample messages (incl. Agency Name & STOP), and detailed opt-in process proof.
      • Link Numbers: Associate your purchased 10DLC number(s) with the approved Campaign(s).
    • Fees & Timing: Incurs one-time and recurring monthly fees. Approval takes days to several weeks. Do NOT send bulk SMS until approved.
  3. Toll-Free Verification (Mandatory for US/Canada Toll-Free SMS): (See Chapter 23.2 for full details)
    • Purpose: Required by carriers for sending texts from Toll-Free numbers to US/Canada. Verifies legitimate use.
    • Process: Select your Toll-Free number in the Trust Center → Submit for Verification. Fill out the form detailing Business Info, Use Case, Sample Messages (incl. Name & STOP), Opt-In process/proof, and estimated volume.
    • Timing: Approval typically takes 2-3 weeks. Unverified Toll-Free SMS will be blocked.
  4. SHAKEN/STIR Registration (US Voice Call Verification): (See Chapter 23.3 for full details)
    • Purpose: Helps reduce the chances of your outbound US calls being marked as "Spam Likely" by recipient carriers. Requires an approved A2P Brand.
    • Process: Submit registration via the Trust Center. Usually free. Applied automatically once approved.
  5. CNAM Registration (US Caller ID Name Display): (See Chapter 23.4 for full details)
    • Purpose: Submit your desired Caller ID Name (max 15 characters, e.g., "Your Agency") to potentially display on outbound US calls.
    • Process: Submit name via Trust Center, associate with number(s). May have small cost. Propagation takes time, display not guaranteed.

Assigning Numbers & Configuration:

  • Assign Default Number to Agent: Go to Settings → My Staff → Edit User. Under Call & Voicemail Settings, select a specific purchased LC Phone number in the Outbound Caller ID dropdown. This number becomes the agent's default for making manual calls/SMS from Close Master. Inbound calls to this specific number might also be preferentially routed to this assigned user (depending on overall routing rules).
  • Number Pools (for Call Tracking): Found under Settings → Phone Numbers → Number Pools tab. This advanced feature allows you to set up a pool of numbers that dynamically display on your website based on the visitor's source (e.g., Google Ad click, organic search). Requires purchasing multiple numbers and installing a tracking script on your website. Helps attribute inbound calls to specific marketing channels in Reporting.
  • Verified Caller ID (LC Phone Feature): Go to Settings → Phone Numbers → Verified Caller IDs tab. You can verify an external phone number you own (like your personal cell or existing office line). Then, in the Number Configuration (see below), you can choose to display this verified external number as the Caller ID when making outbound calls *from* your LC Phone number. This can be useful if recipients are more likely to recognize your direct number, while still allowing you to initiate the call through Close Master for logging and tracking.
  • Number Configuration (Individual Number Settings): Go to Settings → Phone Numbers → Owned Numbers tab → click the 3-dots menu next to a number → Edit Configuration. Adjust settings for how calls to this specific number are handled:
    • Forward Calls To: Enter an external, non-Close Master phone number if you want calls to this LC Phone number to ring an existing line. Leave blank if calls should ring directly within the Close Master web/mobile dialer for assigned users.
    • Incoming Call Timeout (Seconds): How long the call rings within Close Master (or tries the forwarding number) before going to voicemail or other routing. (e.g., 20-30 seconds).
    • Pass Called Number As CallerID (Forwarding): If forwarding, keep OFF to show the original caller's ID, ON to show the LC Phone number that was dialed.
    • Enable Call Connect (Forwarding): Recommended ON if forwarding. Requires the person answering the forwarded call to press '1' to accept the call. Prevents calls from going to the forwarding number's personal voicemail instead of Close Master's voicemail.
    • Whisper Message (Forwarding): A short message played only to the person answering the forwarded call (e.g., "Incoming call from Close Master for Main St listing").
    • Enable Call Recording: Toggle ON or OFF. Check call recording consent laws in your state/locality before enabling. Recordings are stored in Conversations.
    • Ring Multiple Users Simultaneously / Select Users to Ring: Configure hunt groups if calls should ring multiple agents at once.