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To receive calls, your agent needs a phone number. This page covers provisioning, importing, and assigning phone numbers.

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Overview

Phone numbers connect your voice agent to the telephone network. Callers dial the number, and the call routes to your agent.

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Getting a Phone Number

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Option 1: Provision New

Get a new number directly in Retone:
  1. Go to Phone Numbers in the sidebar
  2. Click Provision New
  3. Select country and area code
  4. Choose from available numbers
  5. Click Provision

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Option 2: Import Existing

Bring your own Twilio number:
  1. Go to Phone Numbers
  2. Click Import Existing
  3. Enter your Twilio credentials
  4. Select the number to import
  5. Click Import

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Option 3: Manual Entry

Add any SIP-compatible number:
  1. Go to Phone Numbers
  2. Click Manual Entry
  3. Enter the phone number
  4. Configure SIP credentials
  5. Click Add

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Assigning to an Agent

Connect a phone number to your agent:
1

Go to Phone Numbers

Navigate to Phone Numbers in the sidebar
2

Select a Number

Click on the phone number you want to assign
3

Choose Agent

In the configuration panel, select your flow agent from the dropdown
4

Configure Settings

Set any number-specific options (see below)
5

Activate

Click Activate to enable the number

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Phone Number Settings

When assigning a number, configure:
SettingDescription
AgentWhich agent handles calls to this number
Call DirectionInbound, outbound, or both
Business HoursWhen calls are accepted
After HoursWhat happens outside business hours
RecordingEnable/disable call recording

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Business Hours

Set when the agent accepts calls: 
Business Hours:
  Timezone: "America/New_York"
  Days: [Monday, Tuesday, Wednesday, Thursday, Friday]
  Start: "09:00"
  End: "17:00"

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After Hours Handling

What happens outside business hours:
OptionBehavior
VoicemailCaller leaves a message
After-hours messagePlay recording and hang up
ForwardRoute to another number
Always onAgent available 24/7

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Managing Phone Numbers

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Viewing Numbers

The Phone Numbers page shows:
  • Phone number
  • Assigned agent
  • Status (active/inactive)
  • Call statistics

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Changing Assignment

To reassign a number:
  1. Click on the number
  2. Select a different agent
  3. Save changes
The change takes effect immediately.

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Deactivating

To stop receiving calls:
  1. Click on the number
  2. Toggle Active off
  3. Calls to this number won’t be answered

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Multiple Numbers

You can have multiple phone numbers:
Use CaseSetup
Department routingDifferent numbers for Sales, Support, etc.
Regional presenceLocal numbers for different areas
Marketing trackingUnique numbers for each campaign
Separate agentsEach agent has its own number

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SIP Configuration

For advanced users bringing their own SIP trunk: 
SIP Settings:
  Server: sip.provider.com
  Username: your_username
  Password: your_password
  Port: 5060
  Transport: UDP/TCP

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Testing SIP

After configuration:
  1. Click Test SIP
  2. The system attempts a connection
  3. Success/failure status displayed
  4. Fix any issues and retest

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Phone Number Best Practices

Use Local Numbers

Local area codes increase answer rates.

Set Business Hours

Match your actual availability.

Test Before Launch

Call the number yourself to verify it works.

Monitor Usage

Track call volume and patterns.

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Troubleshooting

IssueSolution
Calls not connectingCheck SIP credentials and status
Agent not respondingVerify agent is assigned and active
Wrong agent answersCheck number assignment
No audioTest SIP connection

Publishing

Activate your agent

Test Call

Test before going live

Flow Canvas

Build your agent flow