Add Phone Numbers

Do you need help managing phone numbers includes? Check out the articles below for step-by-step guides on uploading, editing, and deleting phone numbers.

    Overview

    Business Phone Numbers may be added at any given time and at any given level such as:

    • Business Level
    • Business Unit Level
    • Program Level

    There are two (2) methods of adding phone numbers to the Customer Portal:

    1. Manual submission of individual numbers for adding one or a few numbers 
    2. Batch upload of up to 500 total numbers per CSV file
    NOTE: Newly added numbers will automatically receive a Pending status. Many numbers will be approved quickly, some may need vetting.

    Instructional Videos

    Add Business Level Phone Numbers

    Add Business Unit Level Phone Numbers

    Add Numbers Manually or Batch CSV

    Navigation to Number Management

    Option A

    From the Business Level Navigation Panel Dashboard

    Option A, Step 1: Click Dashboard on the Navigation Panel.

    Option A, Step 2: Click Create, which opens a dropdown menu.

    Option A, Step 3: Click Add Phone Numbers from the dropdown menu. 

    ZEN_Add_Nav_OptA-FINAL.png

    Option B

    From the Business Level Navigation Panel Phone Numbers 

    Option B, Step 1: Click Phone Numbers on Navigation Panel.

    Option B, Step 2: Click Edit Phone Numbers, which opens a dropdown menu.

    Option B, Step 3: Click Add Phone Numbers from the dropdown menu.

    ZEN_Add_Nav_OptB-FINAL.png

    Option C

    From a Program listed on the Business Unit Profile page 

    Option C, Step 1: Verify currently on the Business Unit Profile page.

    Option C, Step 2: Select the Program for number addition. 

    Option C, Step 3: Click the Circle with three (3) dots for the dropdown menu. 

    Option C, Step 4: Click Add Phone Numbers from the dropdown menu.

    ZEN_Add_Nav_OptC-FINAL.png

    Step-by-Step How To

    Manual Steps

    Upon reaching the Add Phone Numbers portal page, the default is Manual

    Step 1.  Confirm Manual is underlined with the blue line.

    Step 2. Enter the Phone Number to be added. A green checkmark will confirm the number has been entered correctly.

    Step 3. Click the Call Purpose box to view the dropdown list.

    Step 4. Select and click the best descriptor of the types of calling behavior for this phone number. 

    WARNING: Do Not Originate should only be selected if the phone number will not make outbound calls.

    Step 5. Click Add Phone Number.

    Optional Step: Repeat Steps 2-5 for every phone number you wish to add.

    Step 6. Verify all desired phone numbers have been added.

    Step 7. Click Save

    Step 8. Click Ok to close the Added/Rejected Numbers pop-up.

     

    Complete Phone Number Addition

    A pop-up will display the added phone number or numbers under the Added Numbers section along with a total count. Any rejected numbers will display, along with a total count, under the Rejected Numbers section and a reason for rejection. 

    NOTE: You will receive an error message if any numbers are rejected. Double-check the number and call purpose. Typically a number will be rejected if it has been formatted incorrectly or if the number already exists elsewhere in the Customer Portal. If a number is being added to a Program and exists elsewhere, there is an option to reassign the number to the current Program, but that will remove it from any other Program or Business Unit. If you need assistant, please click the Support button at the bottom of the page. 

     

    ZEN_Batch_All-Numbers_FINAL.png

     

    Batch CSV Upload Steps

    Create a Template for Submission

    A total of 500 numbers may be submitted via a single CSV file. Submit using the following guidelines:

    Template Requirements:

    • Two (2) columns only
    • No headers
    • Individual rows containing: 
      • A single number in Column One
      • The call purpose for that number in Column Two
    • Maximum of 500 numbers with call purpose

    Column 1: Phone Number only

    • A single phone number
    • No spaces
    • Formatted exactly as either:
      • E.164 example: +15013334444
      • Area Code and Number example: 5013334444

    Column 2: Call Purpose for that Phone Number

    The following are valid options:

    • Charity
    • Customer Service
    • Debt Collection
    • Informational/Notification
    • Multi-Use Line
    • Political
    • Prison
    • Survey
    • Telemarketing
    • Do Not Originate
    WARNING: Do Not Originate should only be selected if the phone number will not make outbound calls.

    Upload the Completed Template

    There are two (2) options to upload the CSV file template into the Customer Portal:

    1. Drag and drop CSV or TXT file
    2. Choose from computer

    Complete Phone Number Addition

    A pop-up will display the added phone number or numbers under the Added Numbers section along with a total count. Any rejected numbers will display, along with a total count, under the Rejected Numbers section and a reason for rejection. 

    NOTE: You will receive an error message if any numbers are rejected. Double-check the number and call purpose. Typically a number will be rejected if it has been formatted incorrectly or if the number already exists elsewhere in the Customer Portal. If a number is being added to a Program and exists elsewhere, there is an option to reassign the number to the current Program, but that will remove it from any other Program or Business Unit. If you need assistant, please click the Support button at the bottom of the page. 

     

    ZEN_Batch_All-Numbers_FINAL.png

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