Releasing or changing a phone number

Releasing a number

1. Go to your agent's Channels > Phone page.

2. Click Release Number.

3. The number moves to your organization's available pool with a releasedAt timestamp.

4. 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.