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Phone numbers (DIDs)

Phone numbers (DIDs)

Feb 18, 2026

Phone numbers are the entry point for every inbound call to your UltraCart Calls system. Each phone number -- also called a Direct Inward Dial (DID) number -- has its own routing rule that determines what happens when a customer calls it. You can route calls to a queue, an IVR menu, a specific agent, voicemail, or a time-based rule.

Overview

Every phone number you purchase through UltraCart is a dedicated DID assigned to your account. You can purchase numbers in the US, Canada, and the UK, choosing from local, toll-free, and mobile number types. Each number can be independently configured with its own routing, caller ID settings, and regulatory address.

Your phone numbers also serve as outbound caller ID. When an agent makes an outbound call, the recipient sees one of your business phone numbers rather than a personal number. You can designate a default outbound number for the organization, and individual agents can select which number to display when dialing out.

The Phone Numbers settings page showing your purchased DIDs, their routing rules, and controls for editing, protecting, or deleting each number.

Purchasing a new phone number

  1. Navigate to Calls > Settings > Numbers.

  2. Select Buy Number to open the search dialog.

  3. Configure your search filters:

    • Country: US, CA, or GB

    • Type: Local, Toll-Free, or Mobile

    • Area Code: optionally narrow results to a specific area code

    • Contains: optionally search for numbers matching a pattern (e.g., *PIZZA)

    • Voice Enabled / SMS Enabled: filter by capability

  4. Browse the search results. Each number shows its location, capabilities (Voice, SMS, MMS), and monthly cost.

  5. Select a number to purchase it.

The number is added to your account immediately and appears in your number list.

Some international numbers require a regulatory address bundle. If a number shows "Bundle Required - Purchase via Twilio Console," it cannot be purchased directly through the UltraCart interface. Contact support for assistance with these numbers.

Configuring inbound routing

Each phone number has a routing rule that determines where inbound calls go. You configure routing in the number's edit dialog.

  1. Navigate to Calls > Settings > Numbers.

  2. Select the Edit button next to the number you want to configure.

  3. In the Route dropdown, select a routing destination.

  4. Select Save.

Routing options

The route selector groups all available destinations into five categories:

Destination type

What happens

Destination type

What happens

Queue

The call enters the selected queue and waits for an available agent.

IVR menu

The caller hears an automated phone menu and routes based on their input.

Agent

The call rings the selected agent's extension directly.

Voicemail

The caller hears a greeting and can leave a voicemail message.

Time-based rule

The system checks the current time and routes the call based on your business hours configuration.

For most businesses, routing to a time-based rule is the best starting point. During business hours, the rule sends calls to a queue or menu. After hours, it sends them to voicemail.

Default phone number

You can designate one phone number as the organization default for outbound calls. When an agent makes an outbound call without selecting a specific number, the default number displays as the caller ID.

To set the default, select the Set as Default Outbound option on the desired phone number. Only one number can be the default at a time.

CNAM / caller ID configuration

CNAM (Caller ID Name) controls the business name that displays on recipients' phones when your agents make outbound calls. CNAM registration is handled at the carrier level and may take several days to propagate across all phone networks.

CNAM display depends on the recipient's carrier. Not all carriers display CNAM information, and some may show their own database records instead of your registered name.

E911 addresses

E911 (Enhanced 911) addresses are required for regulatory compliance when using phone numbers for voice calling. An E911 address associates a physical location with your phone number so that emergency services can locate the caller if 911 is dialed.

Managing addresses

  1. Navigate to Calls > Settings > Addresses.

  2. Select Add Address to create a new regulatory address.

  3. Fill in the required fields:

    • Friendly name (for your reference)

    • Customer or company name

    • Street address

    • City, state/region, postal code

    • Country (US, CA, GB, AU, DE, or FR)

  4. Select Save. The address is validated automatically.

Each address in the list shows which phone numbers are using it and whether it has been validated (indicated by a green Valid chip).

Important: You must have at least one validated E911 address before purchasing certain phone number types. International numbers may have additional address requirements.

Protecting phone numbers from deletion

You can protect a phone number from accidental deletion. A protected number displays a lock icon in the number list and cannot be deleted until the protection is explicitly removed.

To toggle deletion protection, select the lock icon next to the phone number. A locked icon means the number is protected; an unlocked icon means it can be deleted.

Deleting a phone number

  1. Navigate to Calls > Settings > Numbers.

  2. Select the Delete button next to the number you want to remove.

  3. Confirm the deletion.

Deleting a phone number releases it permanently. You may not be able to reclaim the same number. Ensure no active routing depends on this number before deleting it.

If the number is protected from deletion, you must first remove the protection by selecting the lock icon.

Number porting

If you have existing business phone numbers with another provider, you can port them to UltraCart Calls. Porting transfers ownership of the number so that calls to your existing number route through UltraCart.

Number porting is coordinated through UltraCart support. The process typically involves:

  1. Submitting a port request with your current carrier account details

  2. Verifying ownership of the numbers

  3. Scheduling the port date

  4. Testing the numbers after the port completes

Porting timelines vary by carrier and number type. Local numbers typically port within 7-10 business days. Toll-free numbers may take longer. Your existing service continues until the port is complete.

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