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Add phone and toll-free numbers to your account, set their caller ID and recording options, and choose where their calls, faxes, and texts go.
This document applies to the following user roles within Omnia:
  • Account Administrator
  • Partner Administrator

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Accessing Phone Numbers

Go to the Admin Portal and sign in. Click the Phone System tab to expand it, then select Phone Numbers.

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Adding a New Phone Number

Click Add New, then select Phone Number or Toll Free from the dropdown menu.

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Ordering Numbers

For a local number, choose one of two options. Search Inventory lets you pick from available numbers:
  • Select State: The state for the number(s).
  • Select Rate Center: The rate center is the local telephone exchange area (state and town) a number is tied to. Local-number inventory is organized by state and rate center, so the town you pick determines which numbers you can order. If no numbers are available in the rate center you pick, try another town in the same state.
  • Select NPA-NXX: Optional. Leave it blank to see all available prefixes in the selected rate center.
  • Branch: Optionally assign the number(s) to a branch so you can filter and sort by it.
  • Choose Numbers: Enter keywords to filter the available numbers, then assign them.
If the number you want is unavailable, contact support. Search Exact Number finds a specific number:
  • Enter Number: Enter the exact number. To use a wildcard digit, enter an “X”.
  • Branch: Optionally assign the number to a branch.

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Creating Toll-Free Numbers

For a toll-free number, choose one of two options. Search Inventory lets you pick from available toll-free numbers:
  • Number Format: The format for the toll-free number.
  • Number: Select a number from the dropdown list.
  • Branch: Optionally assign the number to a branch.
If the number you want is unavailable, contact support. Search Exact Toll-Free Number finds a specific toll-free number:
  • Enter Number: Enter the exact toll-free number. To use a wildcard for any of the last 7 digits, enter an “X”.
  • Select Branch: Optionally assign the number to a branch.

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Saving the Number

Click Create to add the number(s) to your inventory, then click Yes to confirm.

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Updating General Settings

  • Description: A description for the number.
  • Caller ID Name: The name shown on caller ID when you dial externally. By default, the caller ID name is the account name you set when the account was created.
  • Branch: The branch associated with this number.
  • Enter Prefix Name: Optional. The prefix shows on your caller ID in addition to the caller’s name.
  • Enable Recording: Choose Yes, No, or No, but allow start/stop for inbound call recording on this number. Recording is off by default, so inbound calls aren’t captured until you set this to Yes, and only answered calls are recorded. Outbound call recording is managed from the extension.
  • Email Recording: The email address(es) that recordings are sent to.

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Updating Routing Settings

Select Type sets whether the number handles Voice or Fax:
  • Voice: Choose the routing type and destination.
  • Inbound Fax: Set fax delivery options and email addresses.
Below that, you can turn on Unconditional Forwarding to forward all calls or faxes, and set up SMS Settings for text messaging. Contact support if text messaging isn’t configured for your account.

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Selecting Routing Type for Voice

  • Destination Type: Choose from Ring an Extension, Automation, Custom, Go to a Virtual Receptionist, Go to a Voicemail, Play an Audio File, Ring a Call Group.
  • Select Destination: The specific destination for the selected type.
  • Add a destination: Adds another destination. This button appears only for some destination types.
  • Reorder: Click and drag to reorder destinations.
  • Delete: Removes a destination.
To give a department or staff a direct line that skips your phone menu, point a dedicated number straight at its destination — for example Ring a Call Group or a queue — instead of Go to a Virtual Receptionist. Calls to that number reach the group or queue directly, without playing the IVR greeting or asking for a key press, while your main number keeps its menu.

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Enable Unconditional Forwarding

Turn on Unconditional Forwarding to forward all calls or faxes to one destination. For example, to forward an office’s main number to a cellphone when the office closes for bad weather:
  1. Create a custom destination for the cellphone.
  2. Enable unconditional forwarding.
  3. Select Custom as the destination type.
  4. Choose the custom destination you created for the cellphone.

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SMS settings

Incoming texts sent to this phone number are delivered to the destination you configure here. If text messaging isn’t enabled on the number, incoming texts to it aren’t delivered.
If a number is assigned to a pharmacy agent as its texting number, saving clears the number’s own user assignment, so incoming texts reach the agent rather than staying in the inbox of whoever held the number before.
  • Enable for Text Messaging: Check this box to turn on text messaging. This can take a while to take effect.
  • Destination Type: The type of destination.
  • Select Destination: The specific destination for the selected type.
  • Add a Destination: Adds another destination.
  • Reorder: Click and drag to reorder destinations.
  • Delete: Removes a destination.
If text messaging isn’t configured for your account, contact support. Click Save, then Update to confirm.

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Fax Settings

  • Enable Fax Storage After Delivery: Keeps a copy of the fax after it’s delivered.
  • Delivery Options:
    • Deliver to Email: Delivers the fax to an email address.
    • Deliver to Email and Forward to Extension: Delivers the fax to an email address and forwards it to an extension.
  • Enter Emails: The email addresses the faxes are delivered to. Separate multiple addresses with a comma.
Outbound faxing is enabled from the extension.

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Wiretap Feature

Wiretap shows a live packet capture (a record of the network traffic) of this phone number’s activity.
  1. Click Wiretap next to the desired extension.
  2. Click Start.

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Editing a Phone Number

  1. Click the phone number, or click the Edit button next to it.
  2. Make your edits.
  3. Click Save, then Update to confirm.

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Deleting a Phone Number

  1. Click the Delete button next to the phone number.
  2. Click Yes to confirm.
If the number is routed, a warning tells you the number is not retrievable. Once deleted, the number is removed from your account and there is no undo on this screen. To add it back, use Add New from the Phone Numbers screen. It can only be re-added if it’s still available in inventory: try Search Exact Number first, then Search Inventory by state and rate center. If neither finds the number, contact support.

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Viewing, Searching, and Exporting Phone Numbers

The main screen lists your phone numbers with their Number, Description, Prefix, Branch, Status, and Use.
  • Search: Type a name or keyword in the search field to filter the list.
  • Export: Click Export next to the search field to download the list as a CSV file.
  • Sort: Click the sort icons next to the column headers to sort ascending or descending.