Phone numbers

A phone number is how callers reach an agent. You buy or import numbers in Wozena, give each one to a client, and choose which agent answers, around the clock or on a schedule.

Plan: Buying and importing numbers requires a Wozena plan that includes phone numbers. By default, every plan does.

How numbers work#

Open Phone Numbers in the sidebar. The page lists every number with its inbound path, business hours and line health. Click a number to open its detail, which has three tabs: “Routing”, “Calls” and “Settings”.

• Numbers are created on your Retell account. The provider bills for a number until you release it.
• A number either belongs to a client or sits “Unassigned (agency pool)”. A client can only use numbers assigned to them.
• The “Buy number” and “Import” buttons appear in the page header once you have at least one number. On an empty page, use the options in the “No phone numbers yet” panel instead.

Buy a number#

You can buy US local and toll-free numbers. Each purchase is one number.

1. Open the purchase form
   On Phone Numbers, click “Buy number”. The “Buy a number” form opens.
2. Choose the type and area code
   Set “Number type” to “Local” (a city-based number) or “Toll-free” (a national 8xx number that’s free for callers). For a local number you can enter a 3-digit “Area code”, for example 415. Leave it blank for any available US area code.
3. Optionally route, assign and name it
   “Route to agent” picks the answering agent now, or leave “No agent (route later)”. In the agency workspace, “Assign to client” gives the number to a client; the default is “Unassigned (agency pool)”. The agent list then offers that client’s agents and your agency’s own, and routing a pool number to a client’s agent assigns the number to that client. Add a “Nickname” such as Main line to find it later.
4. Review the cost
   Click “Review purchase”. Nothing is charged yet: the “Review purchase” step opens with what you’re buying, how many active numbers you’ll have, the numbers “Included in plan” and how many are used, the “One-time charge”, the price of “Each extra number” and what is “Added to your monthly bill”. “Back” returns to the form with your choices kept. In the agency workspace the review names the client whose plan and bill it lands on; a pool number is billed to no client, and Retell bills your account for it each month.
5. Confirm
   Read the recurring-charge notice, then click “Confirm recurring purchase”. You see “Number purchased” and the number appears in the list.

If the client’s plan has no room for another number, the review says “Plan limit reached” and can’t be confirmed. Release a number, or raise the plan’s limit: a client opens “Usage & Billing”, and the agency changes the plan in “Client Billing”.

Import a SIP number#

If you or your client already own a number with a carrier that supports SIP trunking, you can bring it instead of buying one.

1. Open the import form
   On Phone Numbers, click “Import”. The “Import a SIP number” form opens.
2. Enter the number and trunk
   Enter the “Phone number” in international format, for example +14155550123. Enter the “Termination URI” your carrier gave you for the SIP trunk, for example your-trunk.pstn.twilio.com.
3. Optionally route, assign and name it
   Pick an agent, a client and a nickname, just like a purchase.
4. Import
   Click “Import number”. You see “Number imported”.

Sync numbers from Retell#

Numbers you already have in your Retell account don’t appear in Wozena automatically. Sync brings them in.

1. Switch to the agency workspace
   Sync is only available to agency owners and admins, from the agency-wide view. Inside a client you see “Switch to the agency workspace to sync numbers”.
2. Open Sync
   On Phone Numbers, click “Sync”. The “Sync from workspace” dialog lists every number in your Retell account that isn’t in Wozena yet.
3. Choose and import
   All numbers are selected. Untick any you don’t want, then click “Import N numbers”.

• “Importing them changes nothing on the provider side.” Each number keeps its Retell settings.
• A synced number is assigned to a client only if Retell already sends it to one of that client’s agents. Otherwise it lands in the agency pool.
• If some numbers hit a limit, you see “Imported X; skipped N numbers at a plan or safety limit.”

Assign a number to a client#

Assign a number during purchase or import, or later from the number’s “Settings” tab. Only agency owners and admins can change the client.

1. Open the number’s Settings tab
   On Phone Numbers, click the number, then open “Settings”.
2. Reassign
   Under “Ownership & naming”, click “Reassign client” and choose a client, or “Unassigned (agency pool)”.

• “The number counts toward the selected client's plan from the next billing cycle.”
• Moving a routed number to a different client clears its routing, so calls never reach another client’s agent. Route it again afterwards.
• You can’t reassign a number while a scheduled, running or paused campaign dials from it.

Route inbound calls#

The “Routing” tab decides who answers. You can only route to published agents. The list shows your shared agency agents plus agents that belong to the number’s client.

1. Pick a mode
   Under “Inbound routing”, set “Mode” to “Same agent 24/7” (one agent answers around the clock) or “Business hours” (different handling after hours and on holidays).
2. Choose the answering agent
   Pick the “Answering agent” (called “During business hours” in schedule mode). Choosing “No agent (line stops answering)” takes the line out of service.
3. Set after-hours handling (Business hours mode)
   Under “After hours & holidays”, choose “Route to a different agent” and pick one, or “Forward to a phone number” and enter it in international format, for example +14155550000. Forwarding sends callers straight to a cell phone or answering service.
4. Save
   Click “Save routing”, or “Discard” to undo your edits.

To check your setup, use the panel at the top of the Routing tab. “Test route” shows who answers right now, and “Preview at…” shows who would answer at any date and time you pick.

Once a number routes to a published agent, it’s live. For a full pre-launch checklist, see Test and publish.

Business hours and closures#

In “Business hours” mode, the “Business hours” card sets when the daytime path applies.

• Pick the number’s timezone. Hours are local times for the line.
• Add up to 4 time ranges per day. Ranges on the same day can’t overlap.
• Use “Copy hours from…” to copy the whole schedule from another of your numbers.
• Under “Closures & holidays”, add up to 50 dates with a label such as Christmas. On those dates the line uses after-hours handling all day.

Rename or release a number#

Both actions are on the number’s “Settings” tab.

• “Rename” changes the nickname. It doesn’t change the number.
• “Release number…” removes the line from your account and stops inbound calls. Only agency admins can release. A confirmation that names the number appears; click “Release” to finish.

If Retell can’t release the number, Wozena keeps it so it can’t keep billing unseen. Try again shortly.

Outbound calls#

Numbers don’t have their own outbound agent. A number places outbound calls only when a campaign uses it as its from-number, and the campaign chooses the agent. See Contacts and campaigns.

Limits and caps#

Error messages#

Troubleshooting#

I don’t see Buy number, Import or Sync

These buttons only show for users who can add numbers on a plan that includes them. “Sync” also only shows in the agency-wide view, not inside a client.

An agent is missing from the routing list

The list only offers shared agency agents and the number’s client’s agents. Assign the number to the right client, and make sure the agent is published.

Sync says it couldn’t reach your workspace

The message mentions Settings, but the Retell key lives in Provider Connections. Check that Retell is connected there, then run Sync again.

The number rings but the call doesn’t show up in Calls

Check that your connected key is Retell’s webhook key. See Which key to use.