--- title: "Purchase and Configure Voice Phone Numbers" slug: "purchase-and-configure-voice-phone-numbers" description: "Learn how to purchase and configure voice phone numbers directly in Gladly." updated: 2026-03-07T08:41:48Z published: 2026-03-07T08:41:48Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gladly.com/llms.txt > Use this file to discover all available pages before exploring further. # Purchase and Configure Voice Phone Numbers | **REQUIRED USER ROLE** Administrator | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) | | --- | --- | You can purchase and configure phone numbers directly in Gladly. Once purchased, you can activate the number's Voice capabilities or hold on to it until you're ready to use it for Voice services. Some phone numbers can also be used for SMS. ## Before you start Before you proceed with purchasing a phone number through Gladly, we recommend that you first review the following: - Phone numbers purchased through Gladly are billed to your company as part of your [telephony invoice](https://help.gladly.com/implementation/docs/invoice-and-billing-overview#telephony-platform-invoices). See [Voice Pricing](https://connect.gladly.com/docs/help-documentation/article/voice-and-sms-phone-number-costs) to learn more about typical voice pricing. - Phone numbers you own can be [ported or forwarded](/docs/call-forwarding-vs-porting) to Gladly with the help of Gladly Support. - International numbers can be purchased with the help of Gladly Support. > [!CAUTION] > **We recommend not adding an Entry Point(s) until you're ready to receive incoming requests** > > Upon adding a new [Entry Point](https://connect.gladly.com/docs/help-documentation/article/what-are-channels-and-entry-points/#what-entry-points-are), incoming requests from that Entry Point automatically route to the corresponding Channel's primary Inbox. For example, upon adding Instagram Messaging as an Entry Point, direct messages from your Instagram account will automatically create a Conversation in Instagram Channel's default inbox. > > - **Voice/SMS –** Phone numbers can be purchased and held onto until you can complete the setup by connecting them as Entry Points. > - **Chat (Chat) –** Upon configuring Chat, it's available to receive incoming chat requests as soon as it's embedded on your website. Chats are routed to the Chat Channel's default Inbox. > - **Social Channels –** Upon adding a social Channel Entry Point (e.g., Instagram, or WhatsApp), messages automatically route to the social Channel's default Inbox. > - **Email –**Once an email address is added, it's ready to receive inbound emails in the email Channels' default Inbox as long as email forwarding is activated. > > Use [Exceptions](https://connect.gladly.com/docs/help-documentation/article/entry-points-settings-overview/#h-entry-point-exceptions) to link an Entry Point to a different Inbox if you don't want to use the Channel's default Inbox. ## Select an option > [!NOTE] > Don't skip a step > > Follow each step carefully to ensure the number purchase and set up process is completed successfully. ****Purchase a new phone number**** ### **Purchase a new phone number** [Embedded content](https://fast.wistia.net/embed/iframe/6aoz0ox5qd?web_component=true&seo=false&videoFoam=false) 1. Click ![Three horizontal lines representing a menu icon commonly used in mobile applications.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger_menu.png) on the top left corner of the screen. 2. Click**Settings**. 3. Under the **Channels**category, click **Voice**. 4. The Voice page shows a list of phone numbers currently in Gladly. These numbers are available as Entry Points. - The **Initial IVR** column shows if the number is linked to an Initial IVR. This is blank if it's not. - The **Queue IVR** column shows if the number is linked to a Queue IVR. This is blank if it's not set up. 5. Click **Set Up Voice**. 6. Step 1, from the prompt, click **Get a new phone number**. ![Step one of configuring voice settings, selecting phone number preferences in Gladly.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/configure voice get a new phone number.png) - **Phone numbers outside the US or Canada –** If you require a number outside of the United States or Canada, please contact Gladly Support. These numbers cannot be purchased through the Gladly UI and may require a Professional Services engagement fee due to additional compliance and documentation requirements. 7. Step 2, the **Search Phone Numbers** modal automatically populates (available) phone numbers in the United States listed in random order. Still, you can narrow your results by *capability*, *city*, or *area code*. ![Search for local phone numbers in the United States using area code 805.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/step 2.png) - **[A] Country –** Default is **United States**. You can also choose **Canada**. - **[B] Type –** Search local or toll-free numbers (United States or Canada only) - **[C] Capabilities –***Voice*is selected by default (can't be unchecked), so the numbers displayed all have Voice capabilities. Click the SMS and/or MMS box if you'd like to see available numbers with those capabilities. - Voice numbers purchased with SMS capability also appear on the [SMS settings](/docs/purchase-and-configure-sms-phone-numbers) page to be configured for SMS support. - **[D] Filters Number By –**Search criteria options: Area Code or Contains: - **Area Code –** Search for numbers by area code (e.g., 415, 909, etc.) or by city (e.g., San Francisco, Riverside, etc.). You must enter the complete name of the city if searching by city. - **Contains –** Search by numbers using specific patterns. For example, entering "GLAD" could return "4523" if available. - **[E] Available Phone Numbers –**List of phone numbers available based on search criteria - **Capabilities –** Icons represent the phone number's other capabilities: Voice, SMS, and/or MMS. - **[F] View other numbers –** Pagination appears if more numbers are available. 8. Click Search to narrow your search by capability, city, or area code. - You will be presented with up to 30 phone numbers. If you reach the end of the paginated results, click **Search** again to load more numbers, but remember that some numbers may not reappear on the new list. 9. To select a phone number to purchase from the list, click **Select Number**. 10. Step 3, you'll be asked to review your request to purchase a new phone number, including details like the city, type, and capabilities. Click **Buy Number**to confirm your purchase. - You'll be charged a monthly fee to keep this number and other usage charges. See [Voice Pricing](/docs/voice-and-sms-phone-number-costs) for more billing information. 11. Step 4, a confirmation modal will appear that the phone number has been successfully purchased. Click **Next**. ![Confirmation message indicating phone number has been successfully purchased and added.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/c5807d0a-1612-4816-b286-43910686620d.png) - Closing the modal at this point by clicking **X** cancels the configuration process, but the phone number is yours. You can set up and configure the phone number at a later time. See [Use an existing Gladly phone number](https://help.gladly.com/docs/purchase-and-configure-voice-phone-numbers#use-an-existing-number) to learn how. 12. Step 5 presents the **A2P 10DLC Registration** or **Toll-Free Number Verification** process, depending on the type of number (Local or Toll-Free) being purchased. This is not required if you only use the number for Voice, but if you decide to use the number for SMS/MMS. - **A2P 10DLC Registration –** If you plan on using the 10DLC (local) number for SMS/MMS messaging, the number must be registered first. Fill out the [registration form](https://www.surveymonkey.com/r/Twilio_Registration) ![](https://connect.gladly.com/wp-content/uploads/2023/04/green-external-link-icon.svg) and wait until Gladly notifies you when the registration is complete before setting up the number and using it to communicate with Customers. You'll also need to ensure your website and IVR are aligned with [SMS Compliance requirements](/docs/sms-compliance-requirements) to avoid regulatory issues and penalties. Otherwise, you can continue the setup process. - **Note –**If you're planning to use the new 10DLC number for SMS, and you've already registered a previous Local number for use with SMS via A2P 10DLC Registration with Gladly, please contact Gladly Support with a P4 priority to add this new number to your existing registration. There's no need to complete the registration form again. - **Note –** If you plan to use this new 10DLC number for phone calls only, please file a Gladly Support inquiry with a P4 priority to deactivate SMS capabilities for this number so you won't run into regulatory compliance issues. If you decide to use the SMS number, you must contact Gladly Support and request that the SMS be activated. - **Toll-Free Number Verification –**Toll-Free numbers used for SMS/MMS must be [verified](https://www.surveymonkey.com/r/Twilio-Toll-Free-Registration), or the number of messages will be extremely limited and will have a higher chance of getting marked as spam by carriers. Fill out the verification form and wait until Gladly notifies you when the verification is complete before setting up the number and using it to communicate with Customers. Otherwise, you can continue the setup process. - **Note –** If you plan to use this new TFN number for phone calls only, please contact Gladly Support with a P4 priority to deactivate SMS capabilities for this number so you won't run into regulatory compliance issues. If you decide to use the SMS number, you must contact Gladly Support and request that the SMS be activated. 13. Click **Next** if you decide not to verify or register the number. 14. Step 6, you're given the following options for the phone number you just purchased. The next steps depends on what you decide to do. - [**Yes, activate voice**](/product-docs/docs/purchase-and-configure-voice-phone-numbers#yes-activate-voice)**–** Activate voice services for the phone number. You can choose to link your IVR to this number or use it as a direct line only. - [**No, don't activate voice**](/product-docs/docs/purchase-and-configure-voice-phone-numbers#no-dont-activate-voice)**–** Activate Voice services for the number later. You can come back at a later time to activate Voice services. ### Yes, activate voice ![Configuration screen for activating voice capabilities for a phone number.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/yes activate voice.png) Choosing to activate Voice capabilities on step 5 for the phone number brings you to the configuration page, where you can link the number to an IVR or use it as a direct line. This is also when the Entry Point for the number is available on the [Entry Points settings](/docs/set-up-channels-and-entry-points) page. Select an option: - [**Yes, I want to link this number to an IVR**](/product-docs/docs/purchase-and-configure-voice-phone-numbers#yes-i-want-to-link-this-number-to-an-ivr) - [**No, I don't want to link this number to an IVR. I want to use this number as a direct line only**](/product-docs/docs/purchase-and-configure-voice-phone-numbers#no-i-dont-want-to-link-this-number-to-an-ivr-i-want-to-use-this-number-as-a-direct-line-only) #### **Yes, I want to link this number to an IVR** Link the phone number to an [IVR](https://connect.gladly.com/docs/help-documentation/article/whats-an-ivr) to present callers with options first, then connect them to the Agent who can best help them. ![Configuration screen for linking a phone number to an IVR system with options.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/yes link to ivr.png) 1. Step 6, selecting **Yes, I want to link this number to an IVR,** brings you to step 7 to select the [Initial or Queue IVR](/docs/initial-ivr-and-queue-ivr) for the phone number. ![Configuration screen for selecting initial and queue IVR options for customer calls.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/select ivr.png) - You'll need to select an Initial IVR and/or Queue IVR. You must select at least one. - [Create an IVR](/docs/create-an-ivr) if you need to build a new Initial or Queue IVR. Once the IVRs are published, you can link the phone number to these IVRs on the Voice page. - Clicking **X** on step 7 cancels the Voice configuration process and defaults the number as a direct line (no IVR). 2. Step 7, click the **Initial IVR** drop-down list to select an Initial IVR, and/or click **Queue IVR**drop-down list to choose a Queue IVR. - Selecting a **Queue IVR** exposes the **Queue IVR Wait Duration (in seconds)** setting. Enter how long a Customer waits for an Agent before hearing the Queue Music and the Queue IVR recordings. We recommend setting a value between 30 to 45 seconds. 3. Click **Next**. 4. Step 8, you'll be asked to link the Inbox(es) you want the calls routed to based on the [Exit node(s)](https://help.gladly.com/docs/what-are-nodes#exit) on the Queue and/or Initial IVRs you have selected, which are configured in the [Entry Points settings](/docs/set-up-channels-and-entry-points) page. ![Configure voice settings, select inbox, and manage entry points for phone numbers.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/set up voice entry point step 8.png) - Click the **Go to Entry Points** link on step 8 to access the Entry Points settings page. - See [Link Exit Nodes to an Inbox](https://help.gladly.com/docs/create-an-ivr?highlight=create%20an%20iv#link-exit-nodes-to-an-inbox) to learn how to link Exit nodes to an Inbox. 5. Click **Next** when you're done. 6. Step 9, Voice setup is complete at this point, and the number is ready to be used for phone calls. ![Configuration setup complete for IVR voice system with testing instructions provided.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/setup complete step 9.png) - You can edit your [phone number settings](/docs/voice-phone-number-settings) (e.g., update Initial or Queue IVR, change queue or hold music, etc.) anytime. - Follow [Test IVR Updates](/docs/test-ivr-updates) to learn how to test your IVR. 7. Click **Done**. #### No, I don't want to link this number to an IVR. I want to use this number as a direct line only Skip the IVR and queue callers directly to an Inbox to wait for an available Agent. 1. Step 6, selecting **No, I don't want to link this number to an IVR,** brings you straight to the Entry Point settings page. 2. Step 7, you'll be asked to link your phone number to an Inbox where you want the calls routed. - Click the **Go to Entry Points** link on step 7 to access the Entry Points settings page. - Find the number you purchased on the Entry Points settings page and [link the number to an Inbox](https://help.gladly.com/docs/create-an-ivr#link-exit-nodes-to-an-inbox). 3. Click **Next** again when you're done. 4. Step 8, Voice setup is complete at this point and is ready to be used. ![Configuration setup complete with instructions for testing voice setup and editing phone number.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/voice setup complete.png) 5. Click **Done**. ### No, don't activate voice Choosing not to activate Voice capabilities on step 5 for the phone number completes the purchase. Still, the number remains unusable until configured for Voice, either with an IVR or as a direct line. ![Options to activate or not activate voice capabilities for a phone number.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/no dont activate.png) 1. Step 6, while the number is purchased at this point, it's not ready to be used for Voice, but it can be configured for Voice later. 2. Click **Done**. ****Use an existing number**** ### Use an existing number Configure phone numbers (e.g., link the number to an IVR or link the number to an Inbox) that you purchased but did not complete the setup. Phone numbers where you selected**No, don't activate voice** during the purchase process appear here. 1. Click ![Three horizontal lines representing a menu icon commonly used in mobile applications.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger_menu.png) on the top left corner of the screen. 2. Click**Settings**. 3. Under the **Channels**category,****click **Voice**. 4. The Voice page shows you a list of phone numbers that are currently in Gladly. These are numbers available as an Entry Point. - The **Initial IVR** column shows if the number is linked to an Initial IVR. This is blank if it's not. - The **Queue IVR** column shows if the number is linked to a Queue IVR. This is blank if it's not. 5. Click **Set Up Voice**. 6. Step 1, click **Use an existing Gladly phone number** from the prompt, then click **Next**. 7. Step 2 shows phone numbers that you have purchased but have not configured. Find the number you want to configure and click **Select number** next to it. ![Configuration screen displaying existing Gladly phone numbers and their capabilities for voice setup.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Group 2725.png) 8. Step 3, depending on the type of number (Local or Toll-Free) being configured, presents the **A2P 10DLC Registration** or **Toll-Free Number Verification** process. This is only relevant if you plan on using the number for SMS/MMS. Otherwise, click **Next** if you’ve received either the registration or verification approval from Gladly or if you don't plan on using the number for SMS/MMS. - **A2P 10DLC Registration –** If you plan on using the 10DLC (local) number for SMS/MMS messaging, the number must be registered first. Fill out the [registration form](https://www.surveymonkey.com/r/Twilio_Registration) and wait until Gladly notifies you when the registration is complete before setting up the number and using it to communicate with Customers. You'll also need to ensure your website and IVR are aligned with [SMS Compliance requirements](/docs/sms-compliance-requirements) to avoid regulatory issues and penalties. Otherwise, you can continue the setup process. - **Note –**If you're planning to use the new 10DLC number for SMS, and you've already registered a previous Local number for use with SMS via A2P 10DLC Registration with Gladly, please contactGladly Support with a P4 priority to add this new number to your existing registration. There's no need to complete the registration form again. - **Note –** If you plan to use this new 10DLC number for phone calls only, please file a Gladly Support inquiry with a P4 priority to deactivate SMS capabilities for this number so you won't run into regulatory compliance issues. If you decide to use the SMS number, you must contact Gladly Support and request that the SMS be activated. - **Toll-Free Number Verification –**Toll-Free numbers used for SMS/MMS must be [verified](https://www.surveymonkey.com/r/Twilio-Toll-Free-Registration), or the number of messages will be extremely limited and will have a higher chance of getting marked as spam by carriers. Fill out the verification form and wait until Gladly notifies you when the verification is complete before setting up the number and using it to communicate with Customers. Otherwise, you can continue the setup process. - **Note –** If you plan to use this new TFN number for phone calls only, contact Gladly Support with a P4 priority to deactivate SMS capabilities for this number so you won't run into regulatory compliance issues. If you decide to use the SMS number, you must contact Gladly Support and request that the SMS be activated. - Step 4, choose if you'd like to link the number to an IVR or use it as a direct line only. ![Configuration options for linking a phone number to an IVR system are displayed.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Screenshot 2026-03-07 at 12.39.38 AM 1.png) Select an option: - [**Yes, I want to link this number to an IVR (existing number)**](/product-docs/docs/purchase-and-configure-voice-phone-numbers#yes-i-want-to-link-this-number-to-an-ivr-existing-number) - [**No, I don't want to link this number to an IVR. I want to use this number as a direct line only (existing number)**](/product-docs/docs/purchase-and-configure-voice-phone-numbers#no-i-dont-want-to-link-this-number-to-an-ivr-i-want-to-use-this-number-as-a-direct-line-only-existing-number) #### **Yes, I want to link this number to an IVR (existing number)** Link the phone number to an [IVR](https://connect.gladly.com/docs/help-documentation/article/whats-an-ivr) to present callers with options first so they can be connected to the Agent that can best help them. 1. Selecting **Yes, I want to link this number to an IVR** brings you to step 4 to select the [Initial or Queue IVR](/docs/initial-ivr-and-queue-ivr) for the phone number. ![Configure voice settings by linking a phone number to an IVR system.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/configure voice number.png) - You'll need to select an Initial IVR and/or Queue IVR. You must select at least one. - See [Create an IVR](/docs/create-an-ivr) if you need to build a new Initial or Queue IVR. Once the IVRs are published, you can link the phone number to these IVRs on the Voice page. - Clicking **X** on step 4 cancels the Voice configuration process and defaults the number as a direct line (no IVR). The number can be [configured](/docs/voice-phone-number-settings) to use with an IVR at any time. 2. Click the **Initial IVR** drop-down list to select an Initial IVR, and/or click **Queue IVR**drop-down list to select a Queue IVR. - Selecting a **Queue IVR** exposes the **Queue IVR Wait Duration (in seconds)** setting. Enter how long a Customer waits for an Agent before hearing the Queue Music and the Queue IVR recordings. We recommend setting a value between 30 to 45 seconds. 3. Click **Next**. 4. Step 5, you'll be asked to link the Inbox(es) you want the calls routed to based on the [Exit node(s)](https://help.gladly.com/docs/what-are-nodes#exit)on the Queue and/or Initial IVRs you have selected, which are configured in the Entry Points settings page. - Click the **Go to Entry Points** link on step 5 to access the Entry Points settings page. - See [Link Exit Nodes to an Inbox](https://help.gladly.com/docs/create-an-ivr#link-exit-nodes-to-an-inbox) to learn how to link Exit nodes to an Inbox. 5. Click **Next**. 6. Step 6, Voice setup is complete at this point, and the number is ready to be used for phone calls. - You can edit your [phone number settings](/docs/voice-phone-number-settings) (e.g., update Initial or Queue IVR, change queue or hold music, etc.) anytime. - Follow [Test IVR Updates](https://connect.gladly.com/docs/help-documentation/article/test-ivr-updates/) to learn how to test your IVR. 7. Click **Done**. #### No, I don't want to link this number to an IVR. I want to use this number as a direct line only (existing number) Skip the IVR and queue callers directly to an Inbox to wait for an available Agent. 1. Step 3, selecting **No, I don't want to link this number to an IVR,** brings you straight to the Entry Point settings step. 2. Step 4, you'll be asked to link your phone number to an Inbox where you want the calls routed. - Click the **Go to Entry Points** link on step 4 to access the Entry Points settings page. - Go to the Voice section and select the number you purchased, then [link the number to an Inbox](https://help.gladly.com/docs/create-an-ivr#link-exit-nodes-to-an-inbox). 3. Click **Next**. 4. Step 5, Voice setup is complete at this point and is ready to be used. 5. Click **Done**. ****Port or forward a phone number from another provider**** ### Port or forward a phone number from another provider To port or forward a number you already own for voice calls into Gladly, you’ll need to contact Gladly Support. Once your request has been processed, the number will be available in Gladly to configure. Users assigned the **Team Manager** or **Administrator** roles can contact [Gladly Support](https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team). Log into Gladly as one of these roles, click![hamburger-menu-icon(1)](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(1).svg)on the top-left corner, then click **Contact Gladly Support**. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime. - Please select the correct business impact (P1 to P4). - Most requests should be sent as a P4.