A number is the billing platform’s handle for anything that can rack up usage charges. Most numbers are telephone numbers billed for inbound or outbound calls, but the same record type also covers SIP channels, broadband lines, data SIMs, or any other service that produces call detail records (CDRs) or similar usage data. The platform treats them all the same: a number is matched against incoming usage records and rated using the tariffs attached to it.
Numbers sit below the customer in the billing hierarchy and pick up many defaults from the customer record. Each number carries its own tariffs (which can override the customer-level defaults), so you can price most of an account uniformly and still handle the awkward exceptions: a non-geographic number that needs a different inbound rate, or an extension that needs a specific wholesale cost base.
For the charges that aren’t driven by usage (line rental, caller display, voicemail subscriptions), attach features to the number. A special feature (the call plan) is what lets a number receive usage charges at all: it’s created automatically when you add the number and is the anchor point for CDR matching and rating.
Typical reasons to reach for a number record:
- Porting in a new line: add the number to the right customer, set the Date Sold, and let the platform create the call plan and any standard features you’ve attached.
- Handling DDI ranges or extensions: use bulk addition to enter many similar numbers against the same customer, or turn on the extension billing module to bill individual extensions against a single DDI.
- Cost-centre billing: group numbers by Site so the invoice sorts charges by office, department, or project.
- Auto-detection for UK non-geographic numbers: set the Number Type to “Auto Detect” and the platform works out whether a number is 0800, 0845, 0870, and so on, driving the correct inbound rate.
Dropping a number stops future usage and recurring charges for that line without touching the rest of the customer’s account. If the whole customer is leaving, drop the customer instead. That drops every number in one action.
What this page covers
- A full field reference for every field on the number record.
- How to find, add one, add in bulk, edit, and delete numbers.
- Workflows for dropping, reinstating, suspending, and changing billable status.
Field Reference
The number detail page is split into two sections. The first shows the full details of the number. The second shows summaries of related items. The left context menu includes a link to the customer who owns the number. In enhanced mode, tabs show extra information such as the customer’s details and all numbers owned by that customer.
The tables below list every field on the number record, grouped by the section they appear in on the add/edit form.
Identification
This section contains the unique identifiers and basic reference information for the number.
No fields defined for this section.
Number Details
This section stores the basic information about the number, including the number itself, type, status, and general descriptive information.
| Field | Description |
|---|---|
| Customer | The customer who owns this number |
| Number Type | The type of this number (e.g., geographic, non-geographic, mobile) |
| Number | The telephone number as sold to the customer |
| Extension | Extension number associated with this telephone number |
| Lines | Number of telephone lines associated with this number |
| Description | Description of this number |
| Site | Site where this number is billed |
| Campaign | Marketing campaign associated with this number |
| Target | Target destination for calls to this number |
| Alpha Ref | Alphabetic reference code for this number |
| Number Status | Current status of this number |
| Status Changed Date | Date when the status of this number was last changed |
| Dropped / Reinstated Date | Date when this number was most recently dropped or reinstated |
| Status Reason | Reason for the current status of this number |
| Cancellation Notice Given | Date when cancellation notice was given for this number |
| Annual Increase Reference Date | Reference date used for annual increases for this number. Depending on how annual increases are managed, this can be the next increase date or the previous increase date. |
| Annual Increase Profile | Annual increase profile used for CPI/RPI/fixed amount price changes |
| Customer Products | Products associated with this number |
| Internal Use | Internal notes or references for this number |
| CRM Reference | Reference for this number in the CRM system |
CDR Handling Details
This section contains settings related to Call Detail Record (CDR) handling, including alternate CDR numbers, call leg types, call origination types, and charge bands.
| Field | Description |
|---|---|
| CDR Number | Alternative number used in Call Detail Records |
| Call Leg | Direction of calls for this CDR number |
| Call Origination Type | Type of call origination for this number |
| Charge Band | Charging band applied to calls for this number |
| Second CDR Number | Second alternative number used in Call Detail Records |
| Second Call Leg Type | Direction of calls for the second CDR number |
| Second Call Origination Type | Type of call origination for the second CDR number |
| Second Charge Band | Charging band applied to calls for the second CDR number |
| Third CDR Number | Third alternative number used in Call Detail Records |
| Third Call Leg Type | Direction of calls for the third CDR number |
| Third Call Origination Type | Type of call origination for the third CDR number |
| Third Charge Band | Charging band applied to calls for the third CDR number |
| Fourth CDR Number | Fourth alternative number used in Call Detail Records |
| Fourth Call Leg Type | Direction of calls for the fourth CDR number |
| Fourth Call Origination Type | Type of call origination for the fourth CDR number |
| Fourth Charge Band | Charging band applied to calls for the fourth CDR number |
Sale / Provisioning Details
This section captures information about the sale and provisioning of the number, including who sold it, when it was sold, contract end dates, and other related details.
| Field | Description |
|---|---|
| Sold By | User who sold this number |
| Date Sold | Date when this number was sold |
| Entered Date | Date when this number was entered into the system |
| Sale Type | Type of sale for this number |
| Postcode | Postcode associated with this number |
| Website Designer | |
| 1st Draft Date | |
| Contract End Date | Date when the contract for this number ends |
Carrier Details
This section contains information about the carriers used for calls and lines, including carrier references, PINs, service types, and related carrier-specific settings.
| Field | Description |
|---|---|
| Call Carrier | Carrier used for calls with this number |
| Line Provider | Provider of the line for this number |
| Bill Calls From | Specifies how calls are allocated to this number |
| Carrier Reference/ID | Reference or ID used by the carrier for this number |
| Carrier PIN | PIN associated with this number at the carrier |
| Carrier Service Type | Type of service provided by the carrier for this number |
| Carrier Sub-Account | Sub-account at the carrier for this number |
Tariff Details
This section manages the tariffs applied to different call types for this number, including inbound, national, mobile, international, and other specialized tariffs.
| Field | Description |
|---|---|
| Fixed Fee Tariff | Fixed fee tariff applied to this number |
| Inbound Tariff | Tariff applied to inbound calls |
| Inbound Markup | Percentage markup applied for inbound calls when the selected tariff has no rate |
| National Tariff | Tariff applied to national calls |
| National Markup | Percentage markup applied for national calls when the selected tariff has no rate |
| Mobile Tariff | Tariff applied to mobile calls |
| Mobile Markup | Percentage markup applied for mobile calls when the selected tariff has no rate |
| Non-geographic Tariff | Tariff applied to non-geographic calls |
| Non-geographic Markup | Percentage markup applied for non-geographic calls when the selected tariff has no rate |
| Service Numbers Tariff | Tariff applied to service number calls |
| Service Numbers Markup | Percentage markup applied for service number calls when the selected tariff has no rate |
| International Tariff | Tariff applied to international calls |
| International Markup | Percentage markup applied for international calls when the selected tariff has no rate |
| Extended International Tariff | Tariff applied to extended international calls |
| Extended International Markup | Percentage markup applied for extended international calls when the selected tariff has no rate |
| Surcharges Tariff | Tariff applied to surcharges |
| Surcharges Markup | Percentage markup applied for surcharges when the selected tariff has no rate |
| Bespoke Tariff 1 | Tariff applied to bespoke tariff 1 calls |
| Bespoke Tariff 1 Markup | Percentage markup applied for bespoke tariff 1 calls when the selected tariff has no rate |
| Bespoke Tariff 2 | Tariff applied to bespoke tariff 2 calls |
| Bespoke Tariff 2 Markup | Percentage markup applied for bespoke tariff 2 calls when the selected tariff has no rate |
| Fallback Suggested Retail Markup | Suggested retail markup applied as a last resort when rates are missing and no per-class markup applies |
| Fallback Markup | Wholesale markup applied as a last resort when rates are missing and no per-class markup applies |
Discount Plans
This section allows assignment of discount plans to the number, which can provide special pricing or allowances for calls.
| Field | Description |
|---|---|
| Allowance Pool Name | Name of the allowance pool for discount plans |
| Discount Plan 1 | First discount plan applied to this number |
| Discount Plan 2 | Second discount plan applied to this number |
| Discount Plan 3 | Third discount plan applied to this number |
| Discount Plan 4 | Fourth discount plan applied to this number |
Billing Details
This section contains billing-related settings such as billing pages, credit limits, expected spend, and other financial parameters.
| Field | Description |
|---|---|
| Pad Calls To | Minimum value to pad call charges to on invoices |
| Credit Limit | Credit limit for this number |
| Expected Spend | Expected monthly spending for this number |
| Display With | Groups this number with others on bills and reports |
| Short Bill Pages | |
| Long Bill Pages |
Duplicate Check
When adding new numbers, duplicate checking looks for overlapping Call Plan features. A number can be reused as long as the existing and new Call Plan features do not overlap. You must be in Expert Mode to override a duplicate warning.
| Field | Description |
|---|---|
| Duplicate Check | Checks for overlapping Call Plan features when adding a number. |
Available Stats
This section manages which statistics are available for this number, determining what information is visible to users.
| Field | Description |
|---|---|
| Allow | Statistics that are allowed for this number |
| Deny | Statistics that are denied for this number |
Bulk Number Addition
Bulk number addition allow adding multiple similar numbers at once, using the same tariff etc. details
No fields defined for this section.
System Information
| Field | Description |
|---|---|
| Last Modified | Timestamp of the most recent modification to this number |
| Created | Timestamp when this number was created |
| Dropped | Timestamp when this number was most recently dropped |
| Reinstated | Timestamp when this number was most recently reinstated |
Notes on key fields
Number Type
The Number Type is the category of the number, such as 0800, 0845, or WLR. If the number receives incoming calls, the type controls the rate at which calls are billed. If the wholesale call costs module is enabled, the type is also used to calculate wholesale call costs.
For UK non-geographic numbers, you can set the type to “Auto Detect” and the platform works out the correct type.
Number, Alternate CDR Number(s), and Extension
The Number field stores the number as it appears to the customer (on invoices and in the portal). When usage data is processed, the number in the data must match the number stored here. Spaces and hyphens are ignored during matching. If the number differs in other ways, use Alternate CDR Numbers to make the match.
If the extension billing module is active, the Extension field becomes available. An extension must match the extension in the usage data files. An empty extension acts as a catch-all, matching all extensions not present on another number.
Description and Site
The Description appears alongside the number on invoices and in the portal. Use it to label each number. The Site groups numbers together on invoices and in the portal, which can be used for cost-centre billing.
Number Status
The status controls whether the number is billable:
- Active: Billed as normal.
- Dropped: No new fixed charges are added, but existing charges are still billed. Usage charges are allocated based on the date range the number was active, not the current status.
- Active - Do Not Bill: Not billed during billing runs, but charges still build up. These can be carried forward or billed manually.
The exact behaviour of each status is customisable. Set the Dropped / Reinstated Date when dropping or reinstating a number to control when recurring and usage charges start or stop. See dropping and reinstating numbers for details.
Date Sold
The Date Sold shows when the number was sold to the customer. Unless you specify otherwise, the platform begins charging one-off, recurring, and usage fees from this date.
Tariff Details
The Tariff Details set the rates for usage charges (not one-off or recurring charges). Tariffs are split into sections such as “Inbound” and “Mobile”. See the tariffs section for more details.
Per-Class Markup. When a tariff has no rate for a particular call type, the platform can apply a percentage markup instead. Each call class (Inbound, National, Mobile, and so on) has its own markup field. Values set here override the customer-level defaults. If left blank, the platform uses the value from the customer. Per-class markup fires during call rating and uses the best available cost base (suggested retail price, CDR cost, or carrier cost).
Fallback Markup. If a call has no tariff rate and no per-class markup, the platform applies a fallback markup at billing time. The fallback applies across all call classes. Values set here override the customer-level defaults. The platform checks for a fallback on the tariff first, then the number, then the customer. See Rating priority for the full chain.
Discount Plans
Use Discount Plans to apply discounts to usage charges, such as free or inclusive minutes.
Annual Increase
When the annual-increases module is active, two fields track the number’s annual price increase schedule. The Annual Increase Profile is the type of increase that applies (CPI, RPI, Fixed Amount, or None), and the Annual Increase Reference Date is when the next increase is due. These fields are for reference and reporting. They don’t trigger price changes automatically. See Price Increases for full details.
New Number Details
When adding a new number, extra fields appear. These aren’t shown when you later view the number. Instead, they set up features which you can view separately.
Finding Numbers
Viewing a Number’s Details
Click any number link to view its details. Number links appear throughout the platform when viewing features and other related items. Links are colour-coded to show the number’s status.
In enhanced mode, hover over any number link to see a summary tooltip. This lets you confirm you have the right number without opening the full record.
Number links also appear in reports that reference that number, such as feature reports.
Finding a Number
To find a specific number, use either SmartSearch or QuickSearch.
SmartSearch
The SmartSearch box appears in the left-hand menu on every page.
- Enter the number or CDR number. Spaces and dashes are ignored when searching.
- Press Enter or click the SmartSearch button
Results:
- Single match: Takes you directly to that number
- Multiple matches: Shows a list. Click the number you want.
QuickSearch
QuickSearch lets you search using both number and customer criteria. Access it from the left-hand menu, the Index option, or the main menu.
- Enter your search criteria. You can filter by number status, type, carrier, or by digits the number contains.
- Click Search
- Browse the results and click a number link to view its details
If the number you need isn’t listed, click Modify Search or the New Search link in the context menu.
Adding a Single Number
- To avoid duplicates, check the number hasn’t already been entered using SmartSearch or QuickSearch
- View the customer who owns the number
- Click Add > Number in the menu bar
- If you have suitable default values saved, load them using Default Values > Load in the menu bar
- Enter the number details
- See the Field Reference section for details of the fields available
- Set the correct calls and features start dates and the feature charge interval. These are used straight away to create features and call plans.
- Click Save. The number details page appears so you can confirm everything is correct.
- A call plan is created automatically. The start date for usage charges is the calls start date (if provided), or the sold date.
- If you added one-off or recurring charges, features are created using those details. If no feature start date is given, the platform uses the previous feature’s start date, the calls start date, or the sold date.
- If the number needs extra features you didn’t include during entry, add them now
Adding Numbers in Bulk
Use bulk entry when adding several similar numbers to the same customer (for example, a range of numbers or extension billing).
- To avoid duplicates, check the numbers haven’t already been entered using SmartSearch or QuickSearch
- View the customer who owns the numbers
- Click Add > Number in the menu bar
- If you have suitable default values saved, load them using Default Values > Load in the menu bar
- Enter the shared details (tariffs, dates, etc.)
- Set the correct calls and features start dates and the feature charge interval. When adding in bulk, mistakes are multiplied, so take extra care.
- Leave the Number field blank
- Set the Bulk Number Addition Mode to match the details you’re entering (number, description, extension, etc.)
- Enter the numbers in the Numbers box, one per line. For multiple fields, separate them with commas or tabs (this lets you paste from a spreadsheet).
- Click Save. A list of the added numbers appears. Click any link to check the details.
- If the numbers need extra features you didn’t include during entry, add them now
A more flexible bulk import method also exists, allowing you to enter numbers against multiple customers with different tariffs.
New Number Details
When adding a new number, extra fields appear that aren’t shown when you later view the number. These set up features and call plans.
Call Plan Details
Each number typically has a call plan. The call plan is what allows a number to receive usage charges. It’s created automatically when you add the number.
Call Plan Standard Feature: If you’ve set up standard features for call plans, choose one here.
Calls Start Date: By default, usage charges start from the Date Sold. If you want billing to start from a different date, enter it here. Setting the right date prevents test calls from being billed and handles transfers between customers correctly.
Charge Details
If a number needs one-off or recurring charges, add features. As a shortcut, you can add up to two features during number entry. The fields here are a subset of those available when adding a feature separately. You can also enable full feature entry for up to ten features.
Bulk Number Addition
Set the Bulk Number Addition Mode to match the details you’re entering. Enter numbers one per line in the Numbers box. Separate multiple fields with commas or tabs for easy spreadsheet pasting.
Default Values
Some fields (including number type and tariffs) are pre-filled when you add a new number. You can save and manage multiple sets of default values to speed up data entry. See Managing Default Values for full details.
Editing a Number
- View the number and click Edit
- Make the changes you need
- See the Field Reference section for details of the fields available
- Click Save
What happens:
- If you changed the status, the platform may update features linked to this number
Dropping, Reinstating, and Changing Number Status
To manage a number’s status, use the Actions menu on the number view:
- Actions menu > Drop Number: Stops billing for this number and drops all its features.
- Actions menu > Reinstate Number: Reactivates a dropped number and restores its features.
- Actions menu > Suspend Number: Moves the number to a suspended status. Recurring charges are suppressed while suspended.
- Actions menu > Unsuspend Number: Removes the suspended status and back-fills any missed recurring charges.
- Actions menu > Make Number Non-Billable: Moves the number to a non-billable status. Automated billing runs skip the number while non-billable.
- Actions menu > Make Number Billable: Restores billing and back-fills any missed recurring charges.
See the sections below for step-by-step instructions for each action.
Note: These instructions use the default number statuses. If your statuses have been customised, adjust accordingly.
Dropping a Number
Drop a number when a customer no longer needs it but remains an active customer. If the customer is leaving entirely, drop the customer instead, which automatically drops all their numbers.
Steps:
- View the number
- Click Actions menu > Drop Number
- Fill in the action form:
Required:
- Drop Date: The last date charges should apply (including any notice period or minimum contract term)
Optional:
- Cancellation Notice Given: The date the customer told you they no longer need this number
- Status Reason: Why the number is being dropped
- Ignore Traffic Number Type: How to handle remaining call traffic on this number
- Click Drop Number
What happens:
- All active features on the number are dropped
- The platform adds charges up to the drop date, or refunds if you’ve already billed beyond it. Usage charges after that date are also refunded.
- Usage charges continue to be allocated if they fall within the active period of the call plans, as long as the customer remains active
- Any remaining charges for this number are billed as normal, provided the customer stays active
Reinstating a Number
If a dropped number is reconnected, you can reactivate it and its features.
Steps:
- View the dropped number
- Click Actions menu > Reinstate Number
- Fill in the action form:
Required:
- Reinstate Date: The date you want to reinstate from. Defaults to the date billing originally stopped, so charges resume seamlessly. Move it forward to the date you actually want billing (and features) to restart, to avoid back-dating charges over the inactive period.
Optional:
- Status Reason: Why the number is being reactivated
- Click Reinstate Number
What happens:
- The number status changes to Active
- Features that were dropped automatically when the number was dropped are reinstated automatically, starting from the reinstate date. Their end dates are removed.
- If the reinstate date is in the past, the platform adds back-dated recurring charges
- The number is billed as normal from the next billing run
Tip: To bill any back-dated charges straight away, raise a manual invoice after reinstating.
Warning
Prefer this action over editing the number directly in
Expert Mode
Manual Reinstatement for the detail if you have to edit by hand.
Suspending and Unsuspending a Number
Suspension lets you temporarily pause a number without dropping it. The number stays active, but recurring charges on its features are suppressed while the number is suspended. Usage charges (such as call charges) still apply during suspension.
When you unsuspend the number, the platform back-fills any recurring charges that were missed during the suspension period.
Suspend Number
Moves a number to a suspended status.
When to use: Temporary service holds, number porting delays, seasonal pauses.
Steps:
- View the number
- Click Actions menu > Suspend Number
- Fill in the action form:
Required:
- Status: The suspended status to apply
Optional:
- Status Reason: Why the number is being suspended
- Click Suspend Number
What happens:
- The number’s status changes to the selected suspended status
- Recurring charges stop being generated for features on this number
- Usage charges (such as call charges) continue to apply
- The number remains active (it is not dropped)
Unsuspend Number
Removes the suspended status and resumes normal billing.
When to use: End of a temporary suspension, number ready to resume service.
Steps:
- View the suspended number
- Click Actions menu > Unsuspend Number
- Fill in the action form:
Required:
- Status: The active status to restore
Optional:
- Status Reason: Why the suspension is being lifted
- Click Unsuspend Number
What happens:
- The number’s status changes to the selected non-suspended status
- The platform back-fills recurring charges for the period the number was suspended
- Normal billing resumes from the next billing run
Tip: To bill any back-dated charges straight away, raise a manual invoice after unsuspending.
Changing a Number’s Billable Status
You can move a number between billable and non-billable statuses without changing whether it is active or suspended. Automated billing runs skip non-billable numbers, but you can still raise manual invoices.
When you make a non-billable number billable again, the platform back-fills any recurring charges that were missed while the number was non-billable.
Make Number Non-Billable
Moves a number to a non-billable status.
When to use: Internal numbers, complimentary service periods, billing holds on specific numbers.
Steps:
- View the number
- Click Actions menu > Make Number Non-Billable
- Fill in the action form:
Required:
- Status: The non-billable status to apply
Optional:
- Status Reason: Why the number is being made non-billable
- Click Make Number Non-Billable
What happens:
- The number’s status changes to the selected non-billable status
- Automated billing runs skip this number while non-billable, but you can still raise manual invoices
- The number remains active (it is not dropped)
Make Number Billable
Restores a non-billable number to a billable status.
When to use: End of a complimentary period, internal number converted to a chargeable number.
Steps:
- View the non-billable number
- Click Actions menu > Make Number Billable
- Fill in the action form:
Required:
- Status: The billable status to apply
Optional:
- Status Reason: Why the number is being made billable
- Click Make Number Billable
What happens:
- The number’s status changes to the selected billable status
- The platform back-fills recurring charges for the period the number was non-billable
- Normal billing resumes from the next billing run
Tip: To bill any back-dated charges straight away, raise a manual invoice after making the number billable.
Deleting a Number
You can permanently delete a number and all its historical data. This should only be done if the number was entered by mistake (for example, an accidental duplicate). Deleting a number also means you need to recreate any invoices that reference it.
Important: Deletion removes all historical data and prevents simple reactivation.
Steps:
- Make sure the number has nothing attached to it (no features or notes)
- Click Actions menu > Delete. If you can’t see this option, either the number still has linked items or you don’t have delete permissions.
- If successful, you’re taken to the customer details page for the customer who owned the number.