Skip to main content

​
This guide provides step-by-step instructions on how to manage phone numbers in the Omnia Admin Portal. It includes accessing, adding, editing, deleting, and searching for phone numbers, as well as enabling features like call recording and setting caller ID names.

This document applies to the following user roles within Omnia:Account Administrator Partner Administrator

​
Accessing Phone Numbers

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

​
Adding a New Phone Number

  1. Add a New Phone Number:
  • Click Add New.
  • Select Phone Number or Toll Free from the dropdown menu.

​
Ordering Numbers

  1. Order Numbers:
  • Search Inventory: Choose this option to select from available numbers.
    • Select State: Choose the state for the number(s).
    • Select Rate Center: Choose the rate center — the local telephone exchange area (state and town) a number is tied to. Local-number inventory is organized by state and rate center, so picking the right town determines which numbers are available to order. If no numbers are available in the rate center you pick, try another town in the same state.
    • Select NPA-NXX: Choose the NPA-NXX. This is optional — leave it blank to see all available prefixes in the selected rate center.
    • Branch: Select the branch to assign the number(s) if applicable. This helps with filtering and sorting.
    • Choose Numbers: Enter keywords to filter available numbers and assign them as needed.
Note: If a desired number is unavailable, please reach out to support.
  1. Search Exact Number:
  • Enter Number: Choose this option to search for a specific number.
    • Enter the exact number.
    • Use wildcard digits by entering an “X” to specify a wildcard digit.
  • Branch: Select the branch if applicable to assign the number, which helps with filtering and sorting.

​
Creating Toll-Free Numbers

  1. Create Toll-Free Number:
  • Search Inventory: Choose this option to select from available toll-free numbers.
    • Number Format: Choose the format for the toll-free number.
    • Number: Select a number from the available options in the dropdown list.
    • Branch: Select the branch if applicable to assign the number, which helps with filtering and sorting.
Note: If a desired number is unavailable, please reach out to support.
  1. Search Exact Toll-Free Number:
  • Enter Number: Input the exact toll-free number you want.
  • Use Wildcards: Enter an “X” to specify a wildcard for any of the last 7 digits.
  • Select Branch: Choose the branch if applicable to assign the number, which helps with filtering and sorting.

​
Saving the Number

  1. Save Number:
  • Click Create to add the number(s) to your inventory.
  • Click Yes to confirm.

​
Updating General Settings

  1. Update General Settings:
  • Description: Enter or update the description.
  • Caller ID Name: Enter the name that will show up on caller ID when dialing externally. The account name when setting up the account determines default the caller ID.
  • Branch: Select the branch associated with this number.
  • Enter Prefix Name: Enter a prefix name if needed. This will show up on your caller ID in addition to the caller’s name.
  • Enable Recording: Choose Yes, No, or No, but allow start/stop to manage inbound call recording for 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. Note that outbound call recording is managed from the extension.
  • Email Recording: Enter the email address(es) where recordings should be sent

​
Updating Routing Settings

  1. Update Routing Settings: Select Type: Choose between Voice and Fax.
  • Voice: Select the type of routing and destination.
  • Inbound Fax: Configure inbound fax settings, including delivery options and email addresses. Unconditional Forwarding: Enable if you want to forward all calls or faxes unconditionally. SMS Settings: Enable text messaging if needed (contact support if text messaging features are not configured).

​
Selecting Routing Type for Voice

  1. Select Routing Type for Voice:
  • Destination Type: Choose from options such as Ring an Extension, Automation, Custom, Follow a Call Flow, Go to a Virtual Receptionist, Go to a Voicemail, Play an Audio File, Ring a Call Group.
  • Select Destination: Choose the specific action or endpoint based on the selected type.
  • Click Add a destination to configure configure multiple destinations. Note that this button will only appear based on the selected destination type.
  • Reorder: Click to reorder destinations by clicking and dragging.
  • Delete: Click to remove 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.

​
Enable Unconditional Forwarding

  1. Enable Unconditional Forwarding:
  • Unconditional Forwarding: Enable this option if you want to forward all calls or faxes unconditionally.
  • Example: If an office is closing due to bad weather and you need to forward their main number to a cellphone:
    • Create a custom destination for the cellphone.
    • Enable unconditional forwarding.
    • Select Custom as the destination type.
    • Choose the custom destination you just created for the cellphone.

​
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.
  1. SMS Settings:
  • Enable for Text Messaging: Check this box to enable text messaging. Note that this process may take a while.
  • Destination Type: Select the type of destination from the dropdown menu.
  • Select Destination: Choose the specific destination based on the selected destination type.
  • Add a Destination: Click the Add a destination button to add another destination.
  • Reorder: Click to reorder destinations by clicking and dragging.
  • Delete: Click to remove a destination.
  • Note: If text messaging features are not configured for your account, contact support for assistance.
  1. Save Changes:
  • Click Save to save changes.
  • Click Update to confirm.

​
Fax Settings

  1. Inbound Fax Settings:
  • Enable Fax Storage After Delivery: Check this box to store the fax after it is delivered.
  • Delivery Options:
    • Deliver to Email: Select this option to have the fax delivered to an email address.
    • Deliver to Email and Forward to Extension: Select this option to deliver the fax to an email address and forward it to an extension.
  • Enter Emails: Enter the email addresses where the faxes should be delivered. You may enter multiple emails separated by a comma.
  • Note: Outbound faxing is enabled from the extension.

​
Wiretap Feature

  1. Initiate Wiretap:
  • The wiretap feature enables you to view a live packet capture of the respective phone number’s activity. Here’s how to use it:
    • Click Wiretap next to the desired extension.
    • Click Start to begin the wiretap.

​
Editing a Phone Number

  1. Edit a Phone Number:
  • Click on the phone number you want to edit or click the Edit button next to it.
  • Make your edits.
  • Click Save.
  • Click Update to confirm.

​
Deleting a Phone Number

  1. Delete a Phone Number:
  • Select Phone Number: Click the Delete button next to the Phone Number.
  • Warning Message: If the number is routed, a warning message will alert you that this 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.
  • Confirm Deletion: Click Yes to confirm the deletion.

​
Viewing, Searching, and Exporting Phone Numbers

  1. Phone Numbers:
  • Viewing Phone Numbers: The main screen displays a list of phone numbers with details such as Number, Description, Prefix, Branch, Status, and Use.
  • Search Bar: Quickly find specific items by typing the name or a keyword in the search field. The system will filter the list based on your search input, displaying the relevant results.
  • Export Button: Click the Export button next to the search field.The system will download a list of the items in CSV format.
  • Sort: Click the sort icons next to the column headers to arrange items in ascending or descending order.