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AurionAI

Get and manage phone numbers

8 min readBy Emmanuel Yazbeck

Your AI voice agent answers calls on the phone numbers of your organization. On the Telephony page you buy numbers, choose your primary number and remove numbers that you no longer need.

Availability: AI Voice and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role. Other users see Access Denied.
  • Your organization uses the AI Voice or the AI Voice + Helpdesk profile. In the Helpdesk profile, the page is not available.
  • Your organization has an active paid subscription. Each number is a paid add-on. Read Seats, storage and add-ons.
  • For some countries: an approved business verification. Read Regulatory documents for numbers.

Open the phone numbers

  1. In the sidebar, select Configuration.
  2. Open the Integrations category.
  3. Select Telephony.

The Phone Numbers card shows your Primary number and a table of your numbers. For each number, the table shows the status, the emergency address state and whether it is the primary number.

If your organization has no number yet, the card shows No phone number provisioned.

[Screenshot to come: The Telephony page with the Phone Numbers card.]

Buy a phone number

  1. Select Add Number. If your organization already has the phone number add-on, the Manage Phone Numbers dialog opens. Select Add Another Number.
  2. In the Select a Phone Number dialog, select a Country.
  3. Under Choose a number type, select a number type:
    • Geographic: Tied to a city or region.
    • Mobile: Nationwide mobile number.
    • National: Nationwide non-geographic number.
  4. Optional, for a Geographic number: select a Zone, or enter a City (optional) or a Region (optional). The dialog shows the fields that apply to the country.
  5. Select Search Available Numbers. The dialog lists up to 10 available numbers.
  6. Select the number that you want.
  7. Check the price for today (Charged today or Estimated charge today) and the price under On renewal.
  8. Select Provision & Subscribe.

AurionAI creates the add-on subscription first, then gets the number. AurionAI also connects the number to your AI agent. You do not need to set up anything at the phone provider.

The country list has the United States, Canada, the United Kingdom and the 27 countries of the European Union. Each number type card shows a badge:

  • No verification: you can search at once. Numbers in the United States and Canada never need a verification.
  • Verification required: you need an approved business verification for this country and number type first. Select Start verification. Read Regulatory documents for numbers.
  • Verified: your verification for this country and number type is approved. You can search.
  • Status unavailable: AurionAI cannot check the requirement right now. Try again later.

Choose the primary number

Calls to any active number of your organization reach your AI agent. The primary number is your main line. It is the number that the page shows under Primary number.

  1. In the table, find the number.
  2. Select Set primary.

Only an active number can be the primary number. A number that is scheduled for removal cannot be the primary number.

Update the list of numbers

Select Sync from Twilio to update the table from the phone provider. This also adds numbers that AurionAI connected to your organization outside the add-on, for example a number that AurionAI support set up for you. When your organization has no number yet, the page does this once when it opens.

Remove a number

  1. Select Add Number. The Manage Phone Numbers dialog opens.
  2. On the number, select Remove.
  3. Select Confirm.

The number stays active until the end of the billing period. Until then, it shows Pending removal. At the end of the period, AurionAI releases the number and it stops receiving calls.

  • You cannot remove the primary number while you have other numbers on the add-on. First make another number the primary number.
  • If you remove the last number of the add-on, the whole phone number add-on ends at the end of the billing period.
  • A number that shows Synced — not billed here is not part of the add-on. You cannot remove it here. Contact AurionAI support. Read Get help.

You can also manage the phone number add-on from the Billing page. Read Seats, storage and add-ons.

When numbers are released for billing reasons

  • When your subscription ends, AurionAI releases all phone numbers of your organization. This includes the numbers that are not billed as an add-on.
  • When your account is suspended, AurionAI releases the numbers that are billed as an add-on.
  • When a payment for the add-on fails, the Manage Phone Numbers dialog shows Suspended — payment failed. Pay the outstanding invoice in the Customer Portal to restore this add-on. You cannot add or remove numbers until the invoice is paid.

A released number no longer receives calls.

Emergency address

AurionAI does not support emergency calling yet. AurionAI does not register an emergency address for your numbers, and the voice agent cannot transfer a call to an emergency number such as 911 or 112. Do not give your AurionAI numbers to anyone as a way to reach the emergency services.

The Emergency column shows a dash (—) for your numbers. If it shows Not registered, AurionAI cannot tell the country of the number. Contact AurionAI support.

Account settings for the phone provider (Enterprise plan)

If your organization is on the Enterprise plan, the Integrations category also has the Twilio page. On other plans, this page is not available.

On this page you can connect your own account at the phone provider:

  1. Enter the Account SID.
  2. Enter the Auth Token. For an account outside the US region, also enter the API Key SID and the API Key Secret.
  3. Select the Region and the Edge Location. The region must match the home region of your account.
  4. Select Save Changes.
  5. Select Test Connection. The test uses the saved settings.

The page never shows a saved token again. To replace one, select Change.

Result

After a purchase, the number appears in the table with the status active. Calls to the number reach your AI agent. A removed number keeps working until the end of the billing period. A change of the primary number shows in the Primary number field at once.

If something goes wrong

  • Failed to load telephony settings. Please try again. Reload the page.
  • Complete phone number verification before searching or activating numbers for this country. Select Start verification and complete the verification. Read Regulatory documents for numbers.
  • The selected verification profile is registered for a different country than this phone number. Choose a number from the profile's country, or use a verification profile approved for the number's country. Choose a number in the country of your approved verification.
  • No numbers found. Try a different country or city. or No phone numbers are available for the selected country or filters. Try a different city, region, or country. Try another zone, city, number type or country.
  • No number types are currently available for this country. Choose another country, or try again later.
  • This number is no longer available. Please select another. Someone else took the number. Search again and select another number.
  • Add-ons require a paid plan. Upgrade from the free plan to purchase them. Change to a paid plan first. Read Your plan and subscription.
  • No active subscription. Subscribe to a plan to purchase add-ons. Subscribe to a plan first. Read Your plan and subscription.
  • Your subscription has an overdue payment. In Billing, update your payment method or pay the outstanding invoice, then try again. or Your subscription has unpaid invoices. In Billing, pay the outstanding balance, then try again. Pay the open invoice, then try again. Read Invoices and payment method.
  • The number of phone numbers on this subscription changed since this page loaded. Refresh and try again. Someone changed the add-on in another window. Close the dialog, reload the page and try again.
  • Too many requests right now. Please wait a few seconds and try again. Wait a few seconds and try again.
  • The phone number service is temporarily unavailable. Please try again shortly. Try again later.
  • We couldn't provision this phone number. Please try again, or contact support if the problem persists. Check the table before you try again. If the number is not there, contact AurionAI support.
  • Set primary is inactive. The number is not active, or it is scheduled for removal.
  • Remove is inactive. The number is the primary number. Make another number the primary number first.
  • Failed to remove phone number. Try again. If the error continues, contact AurionAI support.

Still stuck? Submit a request or .