Service · Virtual Numbers
Business phone numbers, routed to the system you use
Virtual numbers (DIDs) are telephone numbers that are not tied to a physical line. They are routed over IP to a SIP trunk, your own PBX or our cloud PBX. Availability, documentation and lead times are confirmed for each country and number type.
- Local, national and toll-free
- New numbers or ported
- Confirmed per country
Number types
Geographic, non-geographic and mobile numbers
The right number type depends on who will call you, from where, and who should pay for the call. Terminology and rules differ by country; this is the general distinction.
Common types of virtual number
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Geographic (local)
- What it is
- A number with a city or area code
- Typical use
- Local presence in a city where you have customers but no office
- Who pays for the call
- Caller, at a local rate
- Usual restrictions
- Local address may be required
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National (non-geographic)
- What it is
- A number with a country-wide prefix, not tied to an area
- Typical use
- One national number for a business that operates across a country
- Who pays for the call
- Caller, at a rate set by national rules
- Usual restrictions
- Rules vary widely by country
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Toll-free
- What it is
- A number that is free or reduced-cost for the caller
- Typical use
- Customer service and sales lines where you want to remove cost as a barrier
- Who pays for the call
- You, per minute of inbound traffic
- Usual restrictions
- Often inbound-only; reachability from abroad varies
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Mobile
- What it is
- A number in a mobile range, where issued for virtual use
- Typical use
- Services where callers expect a mobile number, or where SMS is needed
- Who pays for the call
- Usually the caller, at mobile rates
- Usual restrictions
- Limited availability; stricter identity checks
Inbound routing
Where your numbers can be delivered
A number on its own only receives calls once it is routed. Each number is pointed at one destination, with an optional failover.
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To a SIP trunk
The number is delivered to your trunk in an agreed format, and your PBX decides which extension, menu or queue answers. Several numbers can share one trunk and be routed differently on the PBX.
Learn more about To a SIP trunk -
To our cloud PBX
The number is assigned to a menu, queue, ring group or individual extension on the hosted system, and can be moved between them as your call handling changes.
Learn more about To our cloud PBX -
To your own SIP endpoint
Numbers can be routed to a PBX, session border controller or voice application that you operate, where the endpoint meets the technical requirements agreed during setup.
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Failover destinations
If the primary destination does not respond, calls can be sent to an alternative such as a second site or a mobile number. Failover order is agreed and tested.
Regulation
Identity, documentation and country-specific rules
Telephone numbers are a regulated national resource. Many countries require the end user of a number to be identified before it is activated.
Requirements range from a declared business address to verified company registration documents and identity documents for a named representative. Where checks apply, numbers are activated only once the documents have been accepted, and the issuing carrier may ask for updates later.
We tell you which documents are needed for each country before you submit anything, and handle them only for the purpose of meeting those requirements.
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Proof of local presence
Some countries only issue geographic numbers to organisations or people with an address in that area or country.
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Business documentation
Regulators in many countries require identity documents, company registration or proof of address before a number is activated, and may audit it later.
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Outbound and SMS limits
Some number types are inbound-only, cannot be presented as outbound caller ID, or do not support SMS. These limits are confirmed for each number type.
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Usage obligations
Numbers left unused, or used for purposes other than declared, can be withdrawn by the issuing carrier under local rules.
Number porting
Moving existing numbers from another provider
Porting keeps the numbers your customers already know. It is a carrier process with fixed rules, and preparation determines whether it succeeds first time.
Letter of authorisation
A port is requested with a letter of authorisation (LOA) signed by the current account holder. It authorises the new provider to request the numbers on your behalf.
Matching account details
The name, address, account number and numbers listed must match the current provider’s records. Request a recent bill or account summary before starting; a single mismatch can cause rejection.
Timelines
The porting date is set by the carriers involved, and lead times vary by country, number type and the number of lines. We cannot shorten them, but we can make sure the request is correct when it is submitted.
On the day
Routing is configured and tested on temporary numbers in advance. Keep your existing service active until the port is confirmed complete, then cancel it.
Process
How a number request is handled
New numbers follow the same sequence regardless of country. The time each step takes depends on the country and number type.
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Step 1: Submit your request
Tell us the countries, cities or area codes, number types and quantities you need, where calls should be routed, and whether any numbers are being ported.
Input: request or quote form
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Step 2: Availability check
We confirm which numbers can be supplied for each location and type, any restrictions on use, and the expected lead time. Nothing is assumed to be available until this check is complete.
Output: availability confirmation
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Step 3: Documentation
Where the regulator or carrier requires it, you supply identity, business registration or address documents. We tell you exactly what is needed for each country before you send anything.
Output: documents accepted
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Step 4: Assignment
Numbers are reserved and assigned to your account once documentation is accepted. Lead times depend on the country, number type and issuing carrier.
Output: numbers assigned
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Step 5: Routing configuration
Each number is routed to its agreed destination, with any failover destination configured at the same time.
Output: routing confirmed
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Step 6: Test calls
Inbound calls are placed to each number to confirm it reaches the right destination, presents caller ID correctly and fails over as agreed.
Output: tested numbers
Pricing
What determines the price
Numbers carry a recurring rental charge, and some types also carry usage charges. Both are itemised in your quote.
- Monthly rental per number, which varies by country and number type
- Inbound per-minute charges on toll-free and some national numbers
- Any one-off setup or activation charge set by the issuing carrier
- Porting charges, where the country or carrier applies them
- Quantity of numbers, including blocks or ranges
- Concurrent call capacity on the trunk or cloud PBX the numbers route to
FAQ
Virtual number questions
Which countries can you provide numbers in?
Number availability changes with carrier supply and local regulation, so we confirm it per request rather than publish a fixed list. Send us the countries and number types you need and we will confirm what can be supplied. The coverage page explains how this is checked.
How quickly can a number be issued?
It depends on the country, the number type and whether documentation is required. Some numbers can be assigned soon after availability is confirmed; others wait for regulatory checks. We give you the expected lead time with the availability confirmation.
Can I make outbound calls showing a virtual number?
Usually, where the number type permits it and the number is routed to your system. Some number types, notably many toll-free numbers, cannot be presented as outbound caller ID. You may only present numbers you are authorised to use.
Who pays for calls to a toll-free number?
The number holder. Callers dial at no charge or at a reduced rate depending on the country and their network, and per-minute charges apply to you for inbound calls. Pricing for toll-free numbers is set out separately in your quote.
Why was my port request rejected?
The most common causes are details on the letter of authorisation that do not match the losing provider’s records, a missing account number, or numbers that are part of a range that must be ported together. We review the request before submission to reduce the chance of rejection.
Can I move a virtual number to another provider later?
Numbers that are portable in their country can generally be ported out, subject to the same carrier processes and local rules. Some number types are not portable at all. Portability is noted when the number is assigned.
Next step
Request numbers or a porting review
Tell us the countries and number types you need, or the numbers you want to move. We will confirm availability, documentation requirements and an itemised quote.
Helpful to include
- Countries, cities or area codes
- Number types and quantities
- Numbers to port, with current provider
- Where calls should be routed