Account Settings

The Account Settings page shows your account's configuration and activity. Navigate to it by clicking Settings in the sidebar.

Settings are organized into tabs across the top of the page. Switching tabs updates the page address, so you can bookmark or share a link to a specific tab (for example, a link ending in ?tab=telephony opens the Telephony tab directly).

• General — account identity and billing
• Telephony — call-handling settings
• Locations — physical sites, emergency-call notifications, and the directory listing
• Devices — phone provisioning and device options
• Activity — the account audit log

Text fields like name and email can be edited directly — Save and Cancel buttons appear when you make changes. Toggles and dropdowns save automatically.

General

Your core account details: name, email, and timezone. Your account's address is its main location — manage it on the Locations tab, not here. To move your business to a new address, edit the main location's address in place (see Locations); every device stays attached to it.

Monthly rates

Monthly rates shows what your account is billed per user, per phone number, and per Managed VoiceAI location. These are the rates in force today, not a future or historical price. Taxes and fees are additional and are not included in the figures shown.

It also shows the domestic calling minutes included with each user every month under your service agreement's Fair Use Policy, and the price of each minute over them. Only calls to or from the phone network count: calls between your users, toll-free, international and emergency calls don't. Minutes over the allowance appear as Fair Use Overage on the next month's bill.

The Managed VoiceAI row appears only when Managed VoiceAI is available to your account or already active on it. It is charged for every location on the account while Managed VoiceAI is active, so turning it on for the first time starts a charge on all of them at once. AI you run yourself, connected through a webhook voice app, is not charged this fee.

A line reading Not set means no agreed rate is on file for that item. It does not mean the item is free: it is still billed, at a standard rate rather than a rate agreed for your account. Contact support to confirm the price if you see this.

If a rate change has been agreed but has not started yet, the new amount appears beneath the current one with the date it begins. Rate changes always take effect at the start of the next billing period, never partway through a month, so the rate shown as current is the one you are being charged until that date. Only the rates that are actually changing show a second amount.

The card is read-only. To change a rate, contact support.

Telephony

Call-handling settings for the account:

• Extension Length — the number of digits used for extensions. Changing this renumbers your existing extensions so they keep working at the new length (see below).
• Default Outbound Number — the caller ID used for outbound calls when a phone doesn't specify one.
• Hold Music — the audio clip played to held callers (regular hold, parking, and queue wait). An individual queue can override it with a clip of its own (see Call Queues). Upload clips first under Audio Clips.
• Transcription and Recording — toggle automatic call transcription and call recording for the account. Both are off by default for a new account, so turn them on here if the account should record or transcribe calls. Voicemail is transcribed whatever Transcription is set to.
• Inbound calls, Outbound calls and Internal calls under Transcription — narrow Transcription to one direction at a time, the same way the switches under Recording narrow recording. They are independent of the recording switches: a transcript needs the call's audio, so for consent purposes it counts as a recording even when Recording is off. Where every party must consent, turn Outbound calls off under both Transcription and Recording. The three switches appear only while Transcription is on. Emergency calls (911 and the 933 test line) are always transcribed while Transcription is on.
• Transcript Retention — how many days a transcript and its AI summary are kept before the text is removed, including data already collected when transcription is later turned off. The call stays in your call history. One year by default, and up to seven years. This is a separate window from Recording Retention, so a transcript can outlive the recording it came from, or the other way round.
• Inbound calls, Outbound calls and Internal calls under Recording — narrow Recording to one direction at a time. Recording gates all three, so a call is recorded only when it and the call's direction are both on, and the three switches appear only while Recording is on. Turning Recording off and back on leaves them as you set them. Where the law requires every party to consent, an inbound greeting can announce the recording before anyone answers but an outbound call has no equivalent moment — turning Outbound calls off keeps the rest of the account recording. Emergency calls (911 and the 933 test line) are always recorded while Recording is on, whatever Outbound calls says.
• Recording Retention — how many days a call recording is kept before its audio is deleted, including recordings already collected when recording is later turned off. The call stays in your call history; only the recording goes, and it can no longer be played or downloaded. One year by default, and up to seven years.
• Sensitive Data Redaction — redact sensitive information (such as credit card numbers and other personally identifiable information) from call transcripts and audio recordings. Redacted words appear as [PII] in transcripts, and the matching audio is silenced. While enabled, calls are transcribed in English only, and a call's recording becomes available only after redaction completes. Off by default.
• Intercom auto-answer — who can receive an intercom (*8 followed by an extension, or an Intercom button): Everyone (the default), Off, or Only these users. A user who can receive one has their deskphone answer on speaker after a tone; anyone else gets an ordinary ringing call. The setting follows the user across phones, including when hot desking. Softphones and DECT phones always ring normally.
• Parking Timeout — how long a parked call waits before ringing back the person who parked it.
• Outbound Porting PIN — a 5-digit code that protects your phone numbers from being moved to another provider without your say-so.
• Blocked Numbers — callers whose inbound calls are declined (see below).

Enabling fax on individual numbers and setting notification recipients is done on each number's detail page (see Phone Numbers). To change the account-wide phone-number and fax limits, contact support.

Blocked numbers

The Blocked Numbers card lists callers the account refuses calls from. A block applies to every phone number on the account.

To block a caller, click Block a number, enter the number, and optionally add a description such as "Robocaller". US and Canadian numbers can be entered without the country code. Enter other numbers starting with + and the country code, for example +44 20 7123 4567. To change an entry's description, hover over its row and click Edit. The number itself can't be changed; to block a different number, add a new entry. To accept calls from the number again, hover over its row and click Unblock.

When a blocked number calls:

• The call is declined before anyone's phone rings, and the caller hears the call fail. They are not sent to voicemail.
• The call still appears in your call history, as a failed call.

Blocking matches the caller ID that arrives with the call. Callers who hide their number can't be blocked this way, and a caller who changes or fakes their caller ID will get through under the new number.

Outbound porting PIN

Every account is created with a random outbound porting PIN, and it applies to every local number on the account, including numbers you add later. Toll-free numbers don't use it: moving a toll-free number to another provider follows a different process, which the PIN plays no part in.

Its only purpose is to authorise moving your numbers away. When another provider asks to take a number over, they must supply this PIN — if it is missing or wrong, the request is rejected and your numbers stay put. The check happens at the carrier, as part of the transfer process itself, so it applies even if the admin portal is unavailable.

That means two things worth remembering:

• Treat it like a password. Anyone who has it can start moving your numbers to another provider. Share it only when you actually intend to let someone do that.
• You will need it if you ever leave. If you decide to move your numbers to a different provider, give this PIN to the provider taking them over. Without it their request will be rejected.

You can change the PIN at any time under Telephony. Changing it updates every number on the account, which usually takes a few minutes to apply — until then, a transfer request would still be checked against the previous PIN.

Changing the PIN does not affect a transfer request that has already been approved. Those are checked once, when the request is made, so a request that has already cleared will go ahead on its scheduled date. If you need to stop a transfer that is already under way, contact support rather than changing the PIN.

Changing the extension length

Extensions are dialed by their exact number of digits, so changing the extension length would normally break every existing extension. To prevent that, changing Extension Length opens a confirmation dialog that previews and applies a renumbering:

• Making extensions longer — a prefix is added to the front of every existing extension (for example, 1001 becomes 11001). You choose the prefix in the dialog, with a preview of the resulting numbers.
• Making extensions shorter — each extension keeps its last digits (for example, 11001 becomes 1001). Where that would create a duplicate, the affected extensions are automatically reassigned to a free number; those are highlighted in the preview so you can see exactly what changed.

The dialog also updates any speed-dial buttons that point at a renumbered extension, and reprovisions the account's phones automatically so they pick up the new numbers. Depending on the phone model, a phone may briefly reboot to apply the change. After applying, you'll see a summary of how many extensions were renumbered and how many phones were updated. Any phone that was offline at the time will pick up the change the next time it checks in.

Locations

The Locations tab shows the physical office locations associated with your account. Each location can have an E911 address for emergency calling. See the Locations guide for details.

Emergency Notifications

Notify on-call staff whenever someone dials 911 from a phone on this account. Add recipients under Emergency call notification recipients on the Locations tab.

• Add one or more email addresses. Whenever 911 is dialed from any extension on the account, every recipient here receives an email with the dialed number, caller, and location.
• A location can name additional recipients to alert specifically for calls placed from that location — see Locations. Account- and location-level recipients are notified together; they don't replace each other.
• Test calls (933 on the carrier's emergency test line) trigger the same notification path as real 911 calls, so you can verify the wiring end-to-end.

Directory Listing

The Directory Listing card on the Locations tab lets you register one of your phone numbers in national directory databases, 411 directory assistance, and online business directories. Only one number per account can have an active listing. Temporary and toll-free numbers are not eligible.

Why directory listing matters

A registered directory listing feeds your business information into the national directory database, which in turn distributes it to online business directories, mapping services, and data aggregators that people use every day to find local businesses. Having consistent, accurate information in this network helps customers find you and builds confidence that your business is established and legitimate.

Directory registration also affects how your outbound calls are perceived. Carriers and call-screening apps cross-reference calls against directory databases. A number with a verified business listing is far less likely to be flagged as spam, which means your calls are more likely to be answered. For a small business that relies on calling customers back — appointment confirmations, follow-ups, estimates — this directly impacts your ability to reach people.

Setting up a listing

1. Navigate to Settings and open the Locations tab.
2. In the Directory Listing card, select the number you want to list from the dropdown.
3. Choose a listing type:
   • Listed — your business name, address, and phone number are published in directory databases, available via 411, and distributed to online directories.
   • Non-Listed — stored in the directory database for caller verification but not published in directories. Still available via 411.
   • Non-Published — stored for caller verification only. Not available via 411, printed, or online directories.
4. Enter your business name (max 200 characters).
5. Optionally select a location to include your address in the listing.
6. Click Save. The update is submitted to the carrier and may take a short time to process.

To change which number is listed, select a different number from the dropdown. The old listing will be removed automatically. To remove the listing entirely, select None.

If the carrier rejects or cancels a request to list a number, the number goes back to None so you can submit it again. If the number was already listed and you were changing its details, the carrier keeps the previous listing and the number stays listed. Save your change again to resubmit it.

Devices

Button Templates

Reusable programmable-key layouts you can bind to devices. See the Button Templates guide.

Hot Desking

Session length (minutes) — how long someone stays logged in on a shared phone before it returns to its own user, counted from login. 480 minutes (eight hours) by default, up to 1440; use 0 for sessions that never expire. Changing it affects the next login, not sessions already running. See Hot desking.

Provisioning

Shows the provisioning token and the provisioning URL phones boot against. Use the copy buttons to grab either value. Each phone has its own admin password, shown on the device's page (see Devices).

Click Generate to create the first token, or Rotate to replace an existing one. Rotating invalidates the previous token — phones that were provisioned with it must be re-provisioned with the new URL.

Approving hardware orders

You approve or decline hardware orders from the Devices page.

Activity

The Activity tab provides a chronological record of all API operations performed on your account — who did what, when, and from where.

Each row shows the timestamp, event (e.g., user.create), resource affected, actor who performed the action, outcome (success, failure, or denied), and IP address.

Filtering

Each column has a filter directly below its header. Type or select a value to narrow results:

• Time — pick a start and end date to filter by time range. Entries are kept here for 90 days; older ones are moved to long-term archive storage and no longer appear in this tab, so a start date further back returns only what falls inside the last 90 days.
• Event — open the picker to check specific event types. Use the Reads and Writes buttons to quickly toggle all read or write operations.
• Resource and Actor — type a prefix to match (e.g., user to find all user resources).
• Outcome — select success, failure, or denied from the dropdown.
• IP Address — type a full or partial IP address.

Click Clear Filters to reset all active filters.

Copying entries

Hover over any row and click the copy icon to copy the full audit log entry as JSON to your clipboard.