Every browser call shows one of your workspace's own numbers as the caller ID. The owner decides who may use which number. Caller ID is never free text: the server checks it on every call.
Which numbers can be shown#
A number can be used as caller ID only when all of these are true:
| Check | Why it can fail |
|---|---|
| The number belongs to your workspace | Numbers from another provider or a personal mobile cannot be shown |
| KYC is approved | Pending or rejected KYC blocks all outbound calls, not just purchases |
| The number is active and paid up | A number whose rental is past due or suspended is skipped |
| The number can make voice calls | Some number types are inbound-only |
If you have numbers that fail a check, the caller-ID picker says how many and links to Calling settings with the reason.
Granting numbers#
In Calling settings (Phone page header → Calling settings), the owner or an admin can make a number available to:
- the whole workspace: anyone who can place calls can pick it;
- a queue or team: only its members can pick it;
- one person: a personal number, the way a direct line works.
Which number is used#
When you press Call, the caller ID is chosen in this order:
- the number you picked for this call, if you are allowed to use it;
- your personal default ("Remember for me" in the picker);
- your queue or team default;
- the workspace default.
If none of these is available, the call is not placed and the Phone page tells you why. It never falls back to a number the workspace doesn't own.
Backup number#
You can set a backup number in Calling settings. If the carrier fails on the chosen number (a network or carrier error, not a busy or unanswered call), the call is retried once from the backup number.
Blocked states#
| Message on the Phone page | What to do |
|---|---|
| Blocked by the platform | Contact support from Help & support |
| No route | Pick a backup number in Calling settings |
| Not allowed | Ask your workspace admin to grant you a number |