NS - Phone Number Management

The Phone Numbers page lists every phone number (DID) on your Netsapiens domain and lets you decide, number by number, whether calls go to the contact center or stay on the PBX. You can also tag a number as an outbound number and choose which skill or agent places calls from it.

You no longer have to edit the number in the Netsapiens portal or type a caller ID prefix by hand. The page writes the change to Netsapiens for you.

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Where to find it

Go to Routing Configuration → Netsapiens Phone Numbers. On Xima UCaaS tenants the page is called Xima UCaaS Phone Numbers, and the page says "Xima UCaaS" wherever this article says "Netsapiens".

Only administrators can see the page. If you're an administrator and it isn't in your menu, contact Xima Support to have it turned on.

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Requirements

The page uses version 2 of the Netsapiens API. If your Netsapiens server doesn't support it, the page shows a message saying so instead of the list.

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The phone number list

Numbers are sorted by number and grouped under three headings:

Each row shows the number and where it rings, for example:

• Default routing, IVR: Main Menu, Skill: Billing or Agent: Pat Smith(684). A number routed to the contact center, and what answers it.
• Netsapiens call queue 2000, Netsapiens extension 100, Netsapiens voicemail 555, Netsapiens time of day routing or Forward to (435) 555-0100. A number the PBX routes. "Netsapiens" in the name means a PBX queue, extension or voicemail box, not one of your contact center skills.
• Prefix "XDT Support/". A number routed to the contact center with a prefix the page didn't write, usually one set up by hand in the past. The page leaves it alone unless you change it.

An outbound number has a third line with its label and who places calls from it, for example Sales · Agent: Pat Smith(684), Support · Skill: Support or Front Desk · Unassigned. A pin icon at the end means the number is pinned. On tenants where the assignment is set in SIP Extensions, the third line shows only the label.

A Disabled chip next to a number means it's disabled in Netsapiens.

The list is read from Netsapiens every time you open it, so changes made in the Netsapiens portal show up right away.

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Editing a number

Click a number to open it. The dialog shows what Netsapiens has for that number now, in full: for example Currently: Skill: Billing via load balancer 500.

Send To

Send To decides where the call goes:

• The load balancer. Calls ring the contact center.
• An inbound SIP extension. Calls ring the contact center through one of your inbound SIP extensions.
• Keep current routing. The PBX keeps routing the number exactly as it does now. Pick this to change only the notes or the outbound label without moving the number.

A number the PBX routes opens on Keep current routing, with a hint saying what it does today. If you pick one of the contact center destinations, a warning tells you which PBX routing it will replace.

Destination Type

When the number goes to the contact center, choose what answers it:

The Caller ID prefix the page will write appears under your choice (for example XDT-S 300/ for a skill). You don't need to do anything with it. The page writes it to Netsapiens for you.

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Renaming is safe

Skills are identified by their extension and agents by theirs, so renaming a skill or an agent doesn't break the number. IVRs are identified by name, so if you rename an IVR, open the number and select the IVR again.

Notes

Notes are saved to the number in Netsapiens. They're grayed out while Keep current routing is selected; send the number to the contact center to edit them. Netsapiens allows 64 characters in total for the notes and the outbound number label together.

Don't start the notes with "Xima OB:". The page writes that tag itself from Outbound Number Label, so it won't save notes you type that way.

Disabled numbers

The page never disables a number. A disabled number opens grayed out with an Enable button. Click Enable to unlock the form; the number is enabled when you Save, along with any other changes. Cancel discards both.

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Outbound numbers

An outbound number is a phone number your agents can place outbound calls from. Tag a number by typing a name in Outbound Number Label, for example Sales. Leave it blank (or click the clear button) to untag it.

A number can be an outbound number whether it's routed to the contact center or kept on the PBX, so the label can always be edited.

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Labels can't contain an apostrophe.

Assigning an outbound number

Once a number has a label, these fields appear under it:

An agent can be assigned to only one outbound number. If the agent you pick already has one, you're asked whether to move them to this number.

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Call Hub tenants

On Call Hub, outbound numbers are set up only on this page, and the assignment fields appear only when outbound API dialing is turned on for your tenant. If it's off, the dialog says so; contact Xima Support to turn it on.

On these tenants the SIP Extensions page no longer lists outbound numbers. Existing outbound extensions still appear there and can be edited or deleted, but new ones can't be added. A note on that page links back here.

Outbound numbers that were typed in by hand on SIP Extensions (with no SIP extension behind them) don't work on Netsapiens: Netsapiens won't present them as the caller ID. On these tenants they're hidden and agents aren't offered them, and the next Save on this page removes them. To keep calling out from one of those numbers, give it an Outbound Number Label here.

On non-Call Hub tenants, you still tag a number with a label here and then assign it in SIP Extensions.

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Saving

Save writes the number to Netsapiens, then saves the outbound number's assignment and pin.

• If Netsapiens refuses the change, its message is shown in the dialog and nothing is saved.
• If the number saves but the assignment doesn't, the dialog stays open and says the number was saved, so you can fix the assignment and save again.

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Troubleshooting