Releasing or changing a phone number

Release a number back to the pool, move it to another agent, or pick up a released number on a new agent.

Releasing a number

1. Go to your agent's Channels page and click Configure next to Phone.

2. Click Release.

3. Click Confirm release to confirm.

4. The number moves to your organization's available pool.

5. Your agent stops receiving calls on that number.

Reassigning a number

Released numbers stay in your pool and can be reassigned to any other agent. Go to the new agent's Channels > Phone page and select the number from the available pool.

Important notes

• Releasing a number does not delete call history. All past calls remain in your records.

• If you release a number and do not reassign it, it may eventually be reclaimed by the telephony provider.

• An agent without a phone number cannot receive calls but can still be used for test calls.