Managing Numbers

Overview

Numbers are the foundation of your telecom billing. While we usually think of telephone numbers, the platform calls any billable communication service a “number” - this could be a phone line, SIP channel, broadband connection, or any other service that generates usage charges. Each number becomes a container that holds pricing rules, tracks usage, and manages additional features like line rental or call bundles.

Think of numbers as the bridge between your customers and their services. When a customer makes a call, the platform matches that call to a number, applies the right pricing, and ensures it appears correctly on their invoice. This matching process is the heart of accurate billing, and getting your numbers set up properly makes everything else work smoothly.

This guide takes you through the complete lifecycle of managing numbers in the platform. You’ll learn how to add numbers for new services, handle the inevitable changes as customers’ needs evolve, and use the platform’s automated tools to save time on routine tasks. We’ll also cover the common pitfalls and how to avoid them, ensuring your billing stays accurate and your customers stay happy.

Quick Start

Most Common Tasks

Add a new number → Customer page > Add menu > Number OR left menu link (5 minutes)
Find a number → Use SmartSearch with number or extension (instant)
Drop a number → Number page > Actions > Drop Number (2 minutes)
Reinstate a number → Number page > Actions > Reinstate Number (2 minutes)
Transfer a number → Drop from old customer, add to new (10 minutes)
Bulk add numbers → Add Number page > use Numbers text box (varies)

Understanding the Number Page

When you open a number record, you’ll see:

Top section: Number details including type, status, tariffs, and carrier information
Bottom section: Related items like features, recent calls, and discount plans

Enhanced mode adds detailed tabs showing the owning customer, other numbers on the account, and call history.

Finding Numbers

The platform offers several ways to find numbers, each suited to different situations. Whether you’re looking for a specific number a customer is querying or need to find all numbers of a certain type, the right search method saves valuable time.

SmartSearch for Quick Access

When you know the number you’re looking for, SmartSearch is your fastest option. You’ll find the SmartSearch box in the left-hand menu on every page - it’s always there when you need it. Simply type in the telephone number and press Enter or click the SmartSearch button.

The search is forgiving about formatting. Whether the customer gives you “01234 567890” or “01234567890”, the system finds it. This flexibility extends to alternate CDR numbers too, so if a carrier sends calls in a different format, SmartSearch still finds the right number. When there’s exactly one match, you’ll go straight to the number’s page. If several numbers match your search, you’ll see a list to choose from.

QuickSearch for Complex Queries

Sometimes you need more than just a simple number lookup. Perhaps you want to find all dropped numbers for a particular customer, or all 0800 numbers using a specific tariff. This is where QuickSearch shines.

You can access QuickSearch through the left menu, the Index option in the menu bar, or from the main menu - multiple routes because it’s such a useful tool. Once there, you can combine search criteria to narrow down exactly what you need. Search by customer name to see all their numbers, filter by status to find only active services, or combine multiple criteria for precise results.

The search results show as a comprehensive list with key information visible at a glance. Each number appears as a clickable link, and the status colours help you quickly identify active, dropped, or problem numbers. When you need to work with the results offline, the export function lets you download the list for spreadsheet analysis.

Navigation Tips

The platform includes thoughtful features to speed up your daily work. In enhanced mode, hovering your mouse over any number link shows a tooltip with key information - perfect for quick checks without leaving your current page. You’ll find number links throughout the platform, colour-coded by status: active numbers in standard text, dropped numbers often in red, and special statuses in other colours your administrator has configured.

Managing Number Records

Adding Numbers

Setting up new numbers correctly from the start prevents billing errors and saves hours of correction work later. Before you begin adding any number, take a moment to gather the information you’ll need. Check that the customer account exists and is set up properly. Know which tariffs should apply - using the wrong rates means crediting and re-billing later. Confirm the number type with your carrier, especially for non-geographic numbers where the type affects inbound billing. Finally, plan any features like line rental or inclusive minutes that need to be active from day one.

Adding a Single Number

The process of adding a number builds on the customer setup you’ve already done. Start by navigating to the customer who’ll own the number - you can’t add a number without a customer to attach it to. Once you’re viewing the customer, you have two routes to add a number: click “Add New Number(s)” in the left context menu, or use Add menu > Number from the top menu bar. Both take you to the same place.

If you’ve set up default templates for common number types, now’s the time to load one. These templates pre-fill standard settings like tariffs and features, saving time and ensuring consistency. The special “New” default loads automatically, but you can choose others from the Default Values menu if you have different types of service.

The number entry form presents all the fields needed to properly configure the service. The Number field itself needs the telephone number as it should appear on invoices - this is what customers will see, so format it clearly. For UK numbers, the Auto Detect option for Number Type works well, automatically identifying whether it’s geographic, mobile, or non-geographic. For international or special services, select the type manually.

Setting up tariffs correctly is crucial for accurate billing. The platform separates tariffs by call type - inbound, national, mobile, international, and others. Each can have a different rate card. If you’ve set defaults at the customer level, these appear automatically, but you can override them for specific numbers when needed.

The Calls Start Date deserves special attention. This controls when the platform starts billing for usage. It defaults to the Date Sold, but you might need it different. Perhaps the number ports in next week, or you’re pre-loading numbers for a future installation. Setting this date correctly prevents test calls appearing on customer invoices and ensures clean billing from day one.

Many numbers need additional features beyond just call charges. The platform offers shortcuts for adding common features during number setup. For simple needs like adding line rental, the quick-add section lets you configure up to two features immediately. For more complex setups, enable full feature entry to add up to ten features as part of the number creation.

Once you click Save, several things happen automatically. The platform creates a call plan for the number - this is what allows it to receive and bill for calls. Any features you specified are created with the appropriate start dates and billing cycles. The number becomes immediately visible on the customer’s account and starts appearing in searches and reports.

Bulk Adding Numbers

When you need to add multiple numbers at once - perhaps a customer has taken a range of DDI numbers or you’re setting up a full department with extensions - the bulk addition feature saves considerable time. The process starts the same way as adding a single number, but with a few key differences that enable mass creation.

Navigate to the customer and choose to add new numbers as before. This time, however, leave the Number field blank. This tells the platform you’re planning a bulk operation. All the other settings you configure - tariffs, features, dates - will apply to every number you’re about to create. Take extra care here, as mistakes multiply across all the numbers you add.

The Bulk Number Addition Mode dropdown controls how the platform interprets your data. If you’re adding just numbers, select “Number only”. If you want to include descriptions too, choose “Number and Description”. For extension-based billing, options exist for various combinations of main number and extension format.

In the Numbers text box, enter your list of numbers. The format is flexible - one number per line works well for simple lists. If you’re including multiple pieces of information, separate them with commas or tabs. This design lets you prepare your data in a spreadsheet and paste it directly into the platform, maintaining any structure you’ve created.

For example, a simple number range might look like:

02012345600
02012345601
02012345602
02012345603

While a more detailed import with descriptions could be:

02012345600,Main Reception
02012345601,Accounts Direct
02012345602,Sales Team
02012345603,Support Desk

After saving, the platform shows a summary of all numbers created. Each appears as a link you can click to verify the setup. While bulk addition saves time, it’s worth checking a few numbers from each batch to ensure everything configured correctly. If you spot issues, you can use bulk update features to correct them across the whole range.

Modifying Numbers

Numbers need updating throughout their lifecycle - tariffs change, customers move sites, services upgrade. The platform makes these changes straightforward while maintaining a complete audit trail of what changed and when.

To modify a number, first navigate to it through searching or from the customer’s account. Click the Edit button to unlock all fields for modification. The system shows the current values, allowing you to change only what needs updating while keeping everything else intact.

Some changes have broader implications than others. Changing the number type affects how the platform rates inbound calls - if you change a geographic number to an 0800 number, all future inbound calls bill differently. This change only affects calls from the modification forward; historical calls keep their original ratings. Similarly, tariff changes apply only to future calls. You won’t accidentally change last month’s billing by updating today’s rates.

Status changes often trigger cascading updates. When you drop a number, the platform may automatically end associated features depending on your configuration. These automated updates save time but require attention to ensure they match your intentions.

The platform’s audit features help track all modifications. Use the Update Reason dropdown to categorise why you’re making changes - perhaps “Customer Request” or “Tariff Review”. The Update Details field lets you add context that helps when reviewing changes months later. This documentation becomes invaluable during billing disputes or compliance audits.

Managing Number Status

Understanding number statuses helps you control billing behaviour precisely. Each status tells the platform how to handle charges, and choosing the right one prevents billing errors.

Active numbers operate normally. They accrue all charges - usage, rental, and features - and these appear on the next invoice. This is the standard status for live services.

Active - Do Not Bill provides a useful holding state. The number continues accumulating charges, but the platform won’t include them on invoices yet. Use this when setting up new services before the customer wants billing to start, or when temporarily suspending invoices during dispute resolution. The charges build up in the background, ready to invoice when you change the status back to Active.

Dropped indicates the service has ended. No new recurring charges generate, but existing unbilled charges still process normally. This clean separation ensures final bills capture all usage up to the termination date without creating new monthly charges.

Your system administrator may have configured additional statuses like Suspended for your specific business needs. Each follows similar principles - controlling what charges generate and when they bill.

Deleting Numbers

Deletion permanently removes a number and all its history from the platform. This drastic action is rarely needed and should be reserved for specific situations.

Only delete numbers that were entered incorrectly and never used. Once a number has real usage or has appeared on an invoice, keep it in the system even if dropped. The historical data proves important for reports, disputes, and compliance requirements.

Before deletion, ensure the number is already dropped - you can’t delete active services. Check for any unbilled usage that might exist. Remove or transfer any features to other numbers if needed. Only when you’re certain the number and all its data can disappear forever should you proceed.

The deletion option appears in the Actions menu when viewing a dropped number. The platform asks for confirmation because this action cannot be undone. Once deleted, the number, its call history, and all associated records vanish permanently from the system.

Number Information Sections

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.

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.

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.

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.

Tariff Details

This section manages the tariffs applied to different call types for this number, including inbound, national, mobile, international, and other specialized tariffs.

Discount Plans

This section allows assignment of discount plans to the number, which can provide special pricing or allowances for calls.

Billing Details

This section contains billing-related settings such as billing pages, credit limits, expected spend, and other financial parameters.

Duplicate Check

Duplicate Check when adding new numbers. You must be in Expert Mode to override.

No fields defined for this section.

Available Stats

This section manages which statistics are available for this number, determining what information is visible to users.

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

Number Actions

Number Actions automate complex tasks that would otherwise need many manual steps. Each action handles all the details - updating related records, calculating charges, and keeping audit trails.

Quick Action Reference

Using Number Actions

Access actions from the number page via the Actions menu. The platform tracks all changes with full audit trails.

Action Details

Drop Number

Stops billing and deactivates the number. Features end automatically on your chosen date.

When to use: Service cancellations, number porting out, contract ends

Required:

• Drop Date: When to stop billing (calendar picker)

Optional:

• Cancellation Notice Given: When customer notified you
• Status Reason: Why the number is being dropped
• Ignore Traffic Type: How to handle remaining calls

What happens:

• Features end on the drop date
• Credits issued for any advance charges
• No new usage charges after drop date
• Existing unbilled usage still processes
• Number remains on account for history

Important: This handles billing only - you still need to disconnect the service with your carrier.

Example: Customer requests cancellation on 15th January for month end → Set Drop Date: 31/01/2025, Notice Given: 15/01/2025

Reinstate Number

Brings a dropped number back to active status. Can restore features automatically.

When to use: Service restored, porting cancelled, drop was an error

Required:

• Reinstate Date: When to resume billing

Optional:

• Also Reinstate Features Dropped On: Restore features dropped on same date
• Status Reason: Why service is returning

What happens:

• Number becomes active from reinstate date
• Features matching drop date can be restored
• New charges begin from reinstate date
• Call plan reactivates for usage

Important: This handles billing only - you still need to reconnect service with your carrier.

Tip: Check tariffs haven’t changed if reinstating after a long gap

Allocate Number

Transfers a number to a different customer account.

When to use: Business sales, account restructures, fixing allocation errors

Required:

• New Customer: Select from dropdown
• Effective Date: When transfer takes effect

What happens:

• Number moves to new customer
• Features can move or stay (your choice)
• Unbilled usage stays with original customer
• New usage bills to new customer

Best practice: Process final bills for old customer first

Divert Number

Sets up call forwarding at the billing level.

When to use: Temporary diversions, disaster recovery, number parking

Required:

• Divert To: Destination number
• Start Date: When diversion begins

Optional:

• End Date: When to stop diversion
• Divert Type: How to handle billing

Note: This manages billing only - actual call routing must be set with your carrier.

Ignore Traffic Settings

Configure the platform to ignore specific types of calls.

When to use: Disputed traffic, test calls, carrier errors

Options:

• Ignore Traffic on Unbilled Carriers: Skip calls from specific carriers
• Ignore Traffic on Unbilled Legs: Skip specific call directions

What happens:

• Matching calls don’t create charges
• Calls still appear in reports (marked as ignored)
• Can be reversed if needed

Key Configuration Areas

Number Types and Auto-Detection

Every number needs a type classification that tells the platform how to handle it. This type affects everything from inbound call rating to how the number appears in reports. Getting it right ensures accurate billing and meaningful analytics.

For UK numbers, the Auto-Detect feature simplifies type management considerably. When enabled, the platform examines the number format and automatically determines whether it’s an 0800 service, 0845 number, geographic line, mobile, or any other UK number type. This detection happens in real-time and updates automatically if number range allocations change - particularly useful as Ofcom occasionally reassigns number blocks.

Auto-Detect works well for standard UK numbers, but several situations require manual type selection. International numbers always need manual classification since auto-detection only understands UK formats. Special service numbers, private circuits, or non-standard allocations also need manual setting. Sometimes auto-detect might misclassify a number - perhaps a new number range isn’t in the detection tables yet. In these cases, manually override the type to ensure correct billing.

The importance of correct number types becomes clear when you consider inbound charging. An 0800 number might earn 2p per minute for inbound calls, while an 0845 number earns 5p, and a premium rate number significantly more. Multiply these differences across thousands of calls, and incorrect types cause substantial revenue discrepancies.

CDR Matching

The heart of usage billing lies in matching Call Detail Records (CDRs) from your carriers to numbers in the platform. This matching process must be precise - a missed match means unbilled revenue, while incorrect matches cause billing errors that upset customers.

The platform’s matching logic starts with the called or calling number in the CDR. It compares this against the number field in your database, intelligently ignoring spaces and dashes. So a CDR showing “02012345678” matches a number entered as “020 1234 5678”. This flexibility accommodates different formatting preferences without requiring exact character matches.

However, beyond spacing, the match must be exact. If your carrier sends numbers in international format (+442012345678) but you’ve entered them in national format (02012345678), they won’t match. This is where Alternate CDR Numbers prove invaluable. You can add multiple alternates to each number, telling the platform “this number might also appear as these variations in CDRs”.

Ported numbers frequently need alternates. When a number ports between carriers, one might send CDRs with the original network format while another uses the new format. Adding both as alternates ensures you capture all usage regardless of source.

Extension handling adds another layer to matching. If you specify an extension on a number, CDRs must include that exact extension to match. Leave the extension blank, and the number becomes a catch-all, matching any extension not specifically defined elsewhere. This design supports flexible PBX billing where you might want some extensions itemised (the CEO’s direct line) while others group together (general office extensions).

The platform provides tools to monitor matching success. The Unmatched CDRs report shows calls that couldn’t match to any number. Regular review of this report catches configuration issues before they become revenue leakage.

Tariff Assignment

Tariffs form the pricing engine of your billing system. Each number can have different rates for different types of calls, allowing precise control over customer charging while maintaining simple administration through intelligent defaults.

The platform divides tariffs by call type, recognising that a call to a UK landline costs differently than a call to an Australian mobile. Each number can have separate tariffs for inbound calls, UK national, UK mobile, international, premium rate, and other specialised services. This granular control lets you offer competitive rates where needed while maintaining margins on other call types.

Understanding tariff inheritance saves considerable setup time. When the platform rates a call, it looks first for a tariff assigned directly to the number. If none exists, it checks for a customer-level default tariff for that call type. If that’s also empty, it falls back to system-wide defaults. This three-tier hierarchy means you can set standard rates at the system level, override them for specific customer agreements, and make exceptions for individual numbers when needed.

For example, you might have a standard UK National tariff of 2p per minute system-wide. A major customer negotiates 1.5p per minute, so you set that at their customer level. But their main switchboard number gets special treatment at 1p per minute - you set that directly on the number. Each level overrides the ones above, giving you flexibility without complexity.

The platform shows which tariff applies when you view a number, making it easy to verify correct configuration. During call rating, the system records which tariff it used, providing a clear audit trail for any billing queries.

Not every call type needs a specific rate in the tariff. Per-class markup and fallback markup act as safety nets for unrated calls. Per-class markup lets you set a percentage for each call class (such as National or Mobile) on customers and numbers. When a tariff has no rate for a call type, the platform applies the per-class markup during rating. Fallback markup goes further, catching anything still unrated at billing time as a final safety net. Both inherit from customer to number, so you can set values once on the customer and override them on individual numbers where needed. See Call Tariffs for the full rating priority chain.

Discount Plans

Beyond basic tariffs, discount plans add another layer of rating sophistication. These plans typically provide inclusive minutes, percentage discounts, or special offers that overlay the standard charging structure.

Inclusive minute bundles are perhaps the most common discount plan type. A customer might have 1000 minutes of UK calls included each month. The platform tracks usage against this allowance, only charging standard rates once the bundle is exhausted. The intelligence here lies in how different types of usage consume the bundle - you might include landline calls but exclude mobiles, or offer the bundle for all UK calls but charge international separately.

Percentage discounts work differently, reducing the standard charge by a set amount. A 10% discount on international calls rewards high-volume users while maintaining the basic rate structure. These percentage plans can apply across all call types or target specific categories.

More sophisticated plans might cap charges - perhaps limiting any single call to £1 regardless of duration, or capping daily spend at £50. Friends and Family schemes offer special rates to frequently-called numbers. The platform’s flexibility accommodates most commercial arrangements you might negotiate.

The interaction between tariffs and discount plans follows a logical order. First, the standard tariff calculates the base cost of a call. Then, the discount plan applies its rules - checking inclusive allowances, applying percentages, or enforcing caps. The platform uses whichever calculation benefits the customer most, ensuring bill accuracy and customer satisfaction.

Each number can have one discount plan assigned. Like tariffs, these can cascade from customer level, allowing account-wide offers while maintaining the ability to exclude specific numbers when needed. Regular review of discount plan usage reports ensures customers receive their negotiated benefits while preventing abuse of inclusive allowances.

Settings and Options

Billing Configuration

The way numbers appear on invoices significantly impacts customer satisfaction and payment rates. Clear, well-organised bills reduce queries and help customers understand their charges. The platform provides several tools to enhance invoice presentation and organisation.

Site Grouping transforms long lists of numbers into logical sections. By assigning numbers to sites, you create natural breaks in the invoice with subtotals for each location or department. A company with offices in London, Manchester, and Glasgow sees charges grouped by location, making cost allocation straightforward. The site names you choose appear as headers on invoices, so use clear, meaningful descriptions that customers recognise.

Beyond physical locations, sites work well for departmental billing. Create sites like “Sales Team”, “Customer Service”, or “Management” to group numbers by function. This approach particularly suits customers who need to allocate telecom costs to different budgets or cost centres. Leave the site field blank for numbers that don’t need grouping - they’ll appear in a general section on the invoice.

Number Descriptions provide another layer of clarity. While the telephone number itself must be accurate for CDR matching, the description field lets you add friendly identifiers. Instead of just seeing “020 1234 5678” on their invoice, customers see “020 1234 5678 - Main Reception”. These descriptions help customers quickly identify numbers, especially useful for businesses with many similar-looking DDI numbers.

Keep descriptions concise - invoice layouts have limited space, and long descriptions may truncate or wrap awkwardly. Aim for clarity over completeness. “John Smith Direct” works better than “Direct Dial Line for John Smith, Sales Manager, Northern Region”.

Expected Spend settings create an early warning system for unusual usage. Unlike credit limits that apply at the customer level, expected spend monitors individual numbers. Set these based on typical monthly usage - if a number usually generates £50-100 of calls, set the expected spend at £150. When usage exceeds this threshold, the platform can alert you to investigate.

This feature proves particularly valuable for detecting fraud. A compromised PBX might generate thousands of pounds of international calls over a weekend. With expected spend alerts, you catch this early rather than discovering it at month-end billing. The alerts also help identify legitimate but unusual usage - perhaps a marketing campaign drove unexpected call volumes, or a customer expanded operations without telling you.

Advanced Settings

Beyond basic billing configuration, the platform offers sophisticated options for specific business needs.

Wholesale Call Costs tracking helps you monitor profitability at the number level. If you’ve loaded your carrier rate cards into the platform, it can calculate your cost for each call alongside the customer charge. This creates powerful margin reports showing which numbers, customers, or call types generate the most profit. The setup requires maintaining accurate carrier rates, but the insight into profitability justifies the effort for many businesses.

Statistics Availability controls what information customers can access through the portal systems. You might have numbers that shouldn’t appear in customer reports - perhaps management lines or special services. By adjusting statistics availability, you hide sensitive numbers while still showing general usage patterns. This granular control helps maintain security while providing useful customer self-service options.

Troubleshooting Common Issues

CDR Matching Problems

When calls aren’t appearing on customer bills, CDR matching issues are often the culprit. These problems cost revenue and frustrate customers who query missing or incorrect charges. Understanding how to diagnose and fix matching issues quickly saves both time and money.

Scenario: Calls Not Billing to Any Number

You’ve loaded CDRs from your carrier, but certain calls aren’t appearing on any customer invoice. Start your investigation with the Unmatched CDRs report, which shows all calls the platform couldn’t assign to a number.

Look first at the number format in the unmatched CDRs. Carriers sometimes change formats without notice - perhaps they’ve started sending international format (+44) where they previously sent national format (0). Check whether spaces, dashes, or other characters appear differently than expected. While the platform ignores spaces and dashes in the main number field, alternate CDR numbers must match exactly.

Next, verify the call dates fall within the number’s active period. If a number has a calls start date of 1st February, January calls won’t match even if everything else is correct. Similarly, calls after a number’s drop date might not match depending on your configuration.

The solution depends on what you find. For format mismatches, add alternate CDR numbers to capture the variant formats. If you discover a systematic format change from your carrier, you might need to bulk-update alternates across many numbers. For date issues, adjust the call plan dates if appropriate, or manually assign the calls if they genuinely should bill despite being outside the active period.

Scenario: Calls Billing to Wrong Number

Sometimes calls match a number, but not the right one. This often happens with extension-based billing where catch-all configurations capture calls meant for specific extensions.

The platform matches numbers in a specific order, with exact matches taking precedence over catch-alls. However, if you’ve set up numbers in the wrong order or with overlapping configurations, calls might match incorrectly. For example, if you have a catch-all number “020 1234 5678” and specific extension “020 1234 5678 ext 201”, but the extension number isn’t active or has the wrong format, all calls to extension 201 match the catch-all instead.

Review your number configurations, paying attention to extension settings and active dates. Ensure specific extensions are active before their catch-all equivalents. Check that extension formats match exactly what appears in CDRs - “201” is different from “x201” or “ext201”.

Feature Issues

Features like line rental should coordinate with their parent numbers, but sometimes this synchronisation breaks down. Understanding why helps you fix current issues and prevent future ones.

Scenario: Features Didn’t End with Dropped Number

You’ve dropped a number expecting all its features to end automatically, but the monthly rental charge continues appearing. This disconnect usually stems from manual intervention or timing mismatches.

First, check whether someone manually ended the features before dropping the number. If features were already manually managed, the automatic drop process might skip them to avoid overriding intentional settings. Look at the feature end dates - if they’re different from the number drop date, manual intervention likely occurred.

System configuration also affects this behaviour. Your administrator might have configured certain feature types to continue beyond number drops, useful for features that should bill regardless of number status. Check with your system configuration to understand expected behaviour.

To resolve, manually adjust feature end dates to match your intentions. If multiple features need correction, consider using bulk update tools. Document why the automatic process didn’t work to help troubleshoot similar issues later.

Tariff Problems

Incorrect call rates upset customers and damage trust. When calls bill at the wrong rate, quick diagnosis and correction maintains relationships.

Scenario: Customer Complaining About High Call Charges

A customer calls saying their international calls cost more than expected. They have a special rate agreement, but the invoice shows standard rates. This scenario requires systematic investigation to find where the rating went wrong.

Start by viewing the affected calls in the call detail report. Note which tariff the system applied - this appears in the rating information. Then check the tariff assignment hierarchy: look at the number level first, then customer defaults, then system defaults. The platform uses the first tariff it finds, so a number-level assignment overrides customer defaults.

Common issues include tariffs assigned at the wrong level (number instead of customer), incorrect tariff selection (standard instead of discounted), or date mismatches where special rates haven’t started yet. Discount plans add another layer - verify whether one should apply and why it might not have triggered.

Once you’ve identified the issue, correction involves two steps. First, fix the configuration for future calls - adjust tariff assignments, correct discount plan settings, or update effective dates. Then handle historical corrections through credit notes and re-bills if necessary. The platform’s rebuild functionality can recalculate calls with correct tariffs, though this requires careful execution to avoid confusion.

Extension Billing Issues

Extensions add complexity to number management, and their billing issues often perplex both operators and customers.

Scenario: PBX Extensions Not Itemising Correctly

A customer with a PBX wants extension 200-299 itemised individually, while extensions 300-399 should group together. However, all extensions are grouping into one catch-all number. This scenario highlights the intricacies of extension configuration.

The platform’s extension matching follows strict rules. Specific extensions (those with defined extension values) match before catch-alls (numbers with blank extensions). However, this only works if the specific extension numbers are properly configured and active.

Investigation often reveals configuration oversights. Perhaps the specific extension numbers exist but aren’t active. Maybe they’re set up as “020 1234 5678 x 201” when CDRs show “020 1234 5678 201” without the “x”. Or the catch-all might have been created with a calls start date before the specific extensions, capturing historical calls that should itemise.

Resolution requires careful reconfiguration. Ensure specific extensions exactly match CDR formats. Activate them with appropriate dates. If historical calls need re-rating, consider whether the effort justifies the benefit - sometimes explaining the grouping to the customer works better than complex retroactive changes.

Prevention involves clear extension planning before setup. Document which extensions should itemise and which should group. Create consistent naming conventions. Test with sample CDRs before going live. These steps avoid the scramble to fix issues after the first invoice generates complaints.

Best Practices

New Number Setup

Excellence in number management starts with the initial setup. Taking time to establish proper procedures and templates pays dividends through reduced errors, fewer customer complaints, and less time spent on corrections. These practices come from years of experience across thousands of number implementations.

Pre-Setup Validation

Before creating any number in the platform, invest a few minutes in validation. This simple discipline prevents the majority of setup errors that cause billing problems later.

Start by confirming the exact number format with your carrier. Don’t assume - carriers change formats, and what worked last month might not work today. Get a sample CDR for the new service and note exactly how the number appears. Pay attention to international formatting, extension presentation, and any prefixes or suffixes the carrier adds.

Next, search for the number in the platform using SmartSearch. You’d be surprised how often numbers get added twice, especially in busy teams or after staff changes. Duplicate numbers cause CDR matching conflicts and billing errors that frustrate everyone involved. If you find the number already exists, investigate why before proceeding.

Verify you’re adding the number to the correct customer. In the rush of daily operations, it’s easy to have the wrong customer screen open. This mistake means billing the wrong party, creating credits and rebills, and damaging customer relationships. Take five seconds to confirm the customer name matches your service order.

Finally, know the precise service start date. This isn’t always the date you’re doing the setup. Perhaps you’re pre-loading numbers for next week’s installation, or adding historical numbers for a customer moving from another provider. The calls start date controls which usage bills, so accuracy here prevents test calls appearing on invoices or missing legitimate usage.

Template Strategy

Templates transform number setup from a repetitive chore into a streamlined process. The platform’s default value system lets you create templates for different service types, dramatically reducing setup time while improving consistency.

Create a “New” default template containing your most common settings. This might include standard tariffs, typical features like line rental, and common carrier settings. When you add a new number, these settings load automatically, leaving you to modify only what’s different for this specific service.

Develop additional templates for distinct service types. Your SIP trunk template differs from your analogue line template. International numbers need different settings than UK numbers. By creating focused templates, you ensure each service type gets appropriate configuration without manual adjustment.

Include standard features in your templates. If every business line needs line rental and a maintenance package, build these into the template. Set appropriate charge intervals and standard pricing. This approach ensures consistent billing across similar services and prevents forgotten features that require backdated charges later.

Remember templates are starting points, not rigid requirements. After loading a template, adjust settings for customer-specific agreements or special circumstances. The template ensures you don’t forget standard settings while maintaining flexibility for exceptions.

Configuration Completeness

Thorough configuration during initial setup prevents most support issues. Each field serves a purpose, and skipping steps now means problems later.

Number type selection deserves attention. While auto-detect works well for UK numbers, verify it chose correctly before saving. International numbers always need manual selection. Special service types require careful choice to ensure proper rating and reporting.

Tariff assignment follows your commercial agreement with the customer. If they have negotiated rates, ensure these are applied at the appropriate level. Remember the hierarchy - number-level tariffs override customer defaults. Set tariffs for all call types the customer might use, not just the common ones. That first international call shouldn’t bill at rack rates because you forgot to assign an international tariff.

Features need immediate attention, not “I’ll add them later” promises that get forgotten. Line rental starting three months late means difficult conversations and backdated charges. Use the quick-add feature shortcuts during number setup for common additions. For complex feature sets, enable full feature entry to handle everything in one session.

The calls start date warrants double-checking. This single field controls so much - when usage charges begin, which CDRs match, when features activate. Set it accurately based on your carrier’s activation schedule. If uncertain, err on the side of a later date - you can always move it earlier if needed, but removing incorrectly billed test calls requires credits and explanations.

Post-Setup Verification

Trust but verify remains excellent advice for number management. After setup, quick checks ensure everything works as intended.

If possible, make a test call the day after setup. This real-world validation confirms the carrier activated the service and CDRs are flowing correctly. Check the test call appears in tomorrow’s CDR load and matches to your number correctly.

Verify features display properly on the customer account. Each should show the correct start date, charge amount, and billing interval. Look for any features that failed to create or show error states.

Monitor the first real invoice carefully. Check that usage rates match expectations, features bill correctly, and the number appears in the right section with proper descriptions. First invoice problems often indicate setup issues that will recur monthly until fixed.

Document any special configuration in the number notes. Future you (or your colleague) will appreciate knowing why this number has unusual settings. Note carrier references, special commercial terms, or technical requirements that affected setup.

Managing Changes

Change happens constantly in telecommunications - customers move offices, upgrade services, switch carriers, or adjust their spending. Managing these changes properly ensures billing accuracy, maintains compliance, and keeps customers happy. The platform provides powerful tools for handling changes, but success depends on using them correctly.

Status Changes

When a number’s circumstances change, always use the appropriate Action rather than manual edits. This isn’t just about convenience - Actions trigger cascading updates that manual changes miss. When you drop a number through the Drop Action, it automatically ends features, calculates final charges, and creates proper audit trails. Manual status changes bypass these safeguards, leading to features that continue billing after the number stops, or usage that processes incorrectly.

Timing matters enormously for status changes. Set effective dates based on actual service changes, not when you’re doing the administration. If a customer notified you today that they’re ceasing service at month-end, use the month-end date as the drop date. This ensures final bills capture all usage and monthly charges calculate correctly. The platform handles pro-rata calculations automatically when you provide accurate dates.

Documentation protects everyone involved. Use the update reason and details fields to record why changes are happening. Six months from now, when a customer queries their final bill, you’ll appreciate having notes explaining that “Customer relocated to new premises, number not portable” or “Service ceased due to non-payment after three notices”. These details also help colleagues understand historical decisions without needing to track you down for explanations.

Remember to check feature impacts whenever changing number status. Some features should end with the number, while others might continue independently. Line rental typically ends with the number, but a maintenance contract might continue if the customer has other active services. The platform’s default behaviour handles most situations correctly, but special commercial arrangements sometimes need manual intervention.

Tariff Updates

Tariff changes require careful handling because they affect customer costs directly. The golden rule: tariff changes apply only to future calls. When you update a number’s tariff today, it doesn’t retroactively change yesterday’s calls. This forward-only behaviour protects billing integrity but means you need to think about timing.

Plan tariff updates to coincide with billing cycles where possible. Changing tariffs mid-month creates complexity - customers see different rates for the same call types within one invoice period. While sometimes unavoidable, aligning changes with month boundaries produces cleaner bills that customers understand more easily.

Consider customer communication for any tariff changes. Price increases need advance notice - check your terms and conditions for required notification periods. Even when reducing prices, telling customers helps them understand bill variations and builds goodwill. The platform doesn’t send notifications automatically, so build this into your change process.

Document both old and new rates in your update notes. When customers query bills months later, knowing that “International calls changed from 5p to 4p per minute effective 1st March” saves research time. Include the business reason too - “Annual rate review” or “Matched competitor pricing” provides context for future reference.

Number Transfers

Transferring numbers between customers represents one of the more complex changes you’ll handle. Whether due to business sales, account restructures, or fixing initial setup errors, transfers need careful execution to maintain billing accuracy.

Always complete billing for the losing customer first. Generate their final invoice including all usage up to the transfer date. This clean break prevents confusion about which customer owes what. If you transfer mid-month with unbilled usage, both customers end up with partial charges that need explanation.

Month-end transfers work best when business requirements allow. The clean cutoff aligns with natural billing cycles, making invoices clearer and reducing pro-rata calculations. When mid-month transfers are unavoidable, document extensively and consider courtesy calls to both customers explaining what they’ll see on their bills.

Verify how features should handle during transfers. Some features belong to the number and should transfer with it - like geographic number hosting that follows the number regardless of owner. Others belong to the customer relationship and should stay behind - perhaps a volume discount that applies account-wide. The platform’s transfer tools let you choose, but you need to understand the commercial implications.

Document transfer authorisation thoroughly. Note who requested the transfer, their authority to do so, and any supporting documentation. Business sales need particular care - ensure you have proper authorisation from both parties before moving numbers. These records prove invaluable if disputes arise later about whether transfers were legitimate.

Data Quality

Clean, accurate data forms the foundation of reliable billing. Poor data quality creates cascading problems - wrong charges lead to credits, disputes, and damaged customer relationships. Investing time in data maintenance pays dividends through reduced support calls, faster problem resolution, and happier customers.

Regular Reviews

Scheduled reviews catch problems before customers do. Build these checks into your monthly routine rather than waiting for complaints to highlight issues.

Monthly unmatched CDR reviews should top your list. These reports show calls your carriers sent that couldn’t match to any customer number. Each unmatched call represents lost revenue and possibly a configuration error. Look for patterns - are all calls from a specific carrier failing to match? Has a number format changed? Quick identification and correction prevents revenue leakage from compounding.

Quarterly reviews of inactive numbers help manage system performance and clarity. Numbers dropped years ago but still cluttering customer accounts make navigation harder and reports slower. Consider archiving or removing ancient inactive numbers, keeping only those with historical significance or compliance requirements. Document your retention policy and follow it consistently.

Annual tariff audits ensure your rating remains accurate. Over time, tariff assignments can drift from intentions. Perhaps someone assigned a special rate to one number that should have applied customer-wide. Maybe default tariffs changed but existing numbers weren’t updated. Systematic review catches these discrepancies before they cause major billing errors.

Naming Standards

Consistent naming makes everyone’s life easier. When numbers follow standard formats, searches work better, reports look professional, and confusion decreases.

Number formatting should follow a single standard across your platform. Choose between “02012345678” or “020 1234 5678” and stick with it. While the platform’s matching logic handles both, consistent display helps users quickly identify numbers. Consider readability - spaced formats help humans parse long numbers more easily.

Descriptions need to balance completeness with brevity. “Main Office Reception” tells the story better than “Reception” or “Main Reception Desk Number for London Office Building A”. Think about what appears on invoices and how much space is available. Clear descriptions help customers identify numbers quickly when reviewing bills.

Site groupings should reflect customer understanding, not your internal organisation. Group by customer location, department, or function - whatever makes bills clearest for those paying them. Avoid technical groupings like “SIP Trunks” unless the customer specifically requests technical categorisation. Review groupings periodically as customer organisations evolve.

Maintain professional standards in all notes and documentation. Remember these might be visible to customers through portals or appear in compliance reports. Avoid informal comments, complaints about difficult customers, or technical jargon that adds no value. Write as if the customer, an auditor, and your managing director might all read it tomorrow.

Documentation

Good documentation tells the story of each number’s lifecycle. Future you will thank present you for comprehensive records.

Always record why numbers were added. “New customer connection” seems obvious today but provides valuable context later. More detailed reasons prove even more helpful: “Added for new Manchester office opening 1st April” or “Ported from competitor as part of consolidation project”. This context helps when customers query old bills or during service reviews.

Special configurations need particular attention. If a number has unusual settings, document why. Perhaps it routes differently for disaster recovery, has special rates due to a commercial agreement, or uses non-standard CDR matching for carrier compatibility. Without documentation, future administrators might “correct” these special settings, breaking carefully crafted solutions.

Carrier references link your billing to the underlying network services. Record carrier account numbers, circuit references, or porting tickets. When carrier issues arise, these references speed resolution. They also help during audits to prove services were legitimately provided and billed.

Service history provides valuable context for support and sales conversations. Note significant events - outages, configuration changes, complaint resolutions. This history helps identify recurring issues and provides evidence during disputes. Keep entries factual and professional, focusing on what happened rather than blame or emotion.

Bulk Operations

Large-scale changes require different approaches than individual updates. Whether adding hundreds of numbers for a new customer or updating tariffs across your entire base, bulk operations save time but demand careful planning to avoid multiplying mistakes.

Planning Bulk Adds

Success in bulk operations starts with preparation. Rushing to import hundreds of numbers without proper planning guarantees problems that take longer to fix than proper setup would have taken.

Begin by preparing your data outside the platform. Spreadsheets work excellently for organising bulk number data. Create columns for each attribute - number, description, type, tariffs, features. This visual organisation helps spot patterns and errors before they enter the billing system. Use spreadsheet functions to validate formats, check for duplicates, and ensure consistency.

Format validation prevents the most common import failures. Check that all numbers follow consistent formatting. Verify extension formats match exactly what CDRs will contain. Ensure any dates use the platform’s expected format. This preparation work feels tedious but saves hours of correction later.

Always test with a small batch first. Import five or ten numbers and verify they configured correctly. Check that CDRs match properly, tariffs applied as expected, and features created successfully. This small-scale test reveals configuration errors before they affect hundreds of numbers. If the test batch has problems, fix your data and test again rather than proceeding and hoping for the best.

Template consistency ensures predictable results. Before any bulk import, configure and test your default templates. These templates should contain all common settings for the batch - standard tariffs, typical features, carrier configurations. When every number in the batch uses the same template, you get consistent configuration and predictable billing.

Import Best Practices

The mechanics of bulk import deserve as much attention as the data preparation. Following established practices prevents common pitfalls that plague rushed imports.

Duplicate checking should always precede bulk imports. Export existing numbers for the customer and compare against your import list. Spreadsheet VLOOKUP functions work well for finding duplicates across large datasets. Remember to check alternate CDR numbers too - importing a number that already exists as an alternate causes CDR matching conflicts.

Verify customer assignments with extra care during bulk operations. It’s surprisingly easy to have the wrong customer selected when starting an import. The consequences - hundreds of numbers on the wrong account - create billing nightmares. Double-check the customer name before starting, and verify again after import by viewing a few numbers.

Tariff consistency across bulk imports prevents billing surprises. Decide whether tariffs should come from templates, customer defaults, or be specifically set. Whatever you choose, apply it consistently across the entire batch. Mixed approaches create confusion when some numbers have different rates than others for no apparent commercial reason.

Consider adding features separately from the initial number import. While the platform supports adding features during bulk number creation, separating these operations provides better control. Import the numbers first, verify they’re correct, then add features in a second pass. This approach makes troubleshooting easier and provides natural checkpoints in the process.

Bulk Updates

Updating existing numbers in bulk requires even more care than bulk creation. You’re modifying live billing data that affects customer invoices immediately.

For truly large-scale updates, consider using the platform’s API rather than web interfaces. APIs handle thousands of updates more efficiently and provide programmatic error handling. Write scripts that update in batches, check for errors, and log all changes. This approach requires technical skills but delivers superior results for major updates.

Testing in a development environment protects against catastrophic errors. If you have access to a test system, replicate your production data and test bulk updates there first. This testing reveals unexpected side effects and lets you refine your approach without affecting live billing.

Schedule bulk updates during quiet periods to minimise system impact. Early morning or weekends often work well, avoiding peak billing runs and customer service hours. Inform your team about planned bulk updates so they understand any temporary performance impacts and can field customer queries if needed.

Error monitoring during bulk updates helps catch problems quickly. Don’t start a bulk update and walk away - actively monitor progress and check for errors. The platform typically logs failed updates, but you need to watch for these and understand why they occurred. Common causes include locked records, validation failures, or dependency issues.

Risk Management

Telecommunications billing faces constant risks - from deliberate fraud to innocent configuration errors. Effective risk management protects your revenue, your customers, and your reputation. The key lies in building systematic defences rather than reacting to problems after they occur.

Fraud Prevention

Telecommunications fraud costs the industry billions annually. While you can’t eliminate all risk, proactive measures dramatically reduce exposure and catch problems early.

Expected spend alerts form your first line of defence. Set these thoughtfully for each number based on historical patterns. A number that typically generates £50 monthly shouldn’t suddenly produce £5,000 of international calls over a weekend. When alerts trigger, investigate immediately - the difference between catching fraud on Saturday morning versus Monday can be thousands of pounds.

International usage deserves special scrutiny. Fraudsters target international routes because they’re expensive and less monitored. Watch for unusual patterns - calls to high-risk destinations, overnight usage when offices are closed, or sustained calling to premium-rate international numbers. Consider blocking high-risk destinations by default, only opening them for customers with legitimate needs.

Traffic spike detection extends beyond just international calls. Any dramatic usage increase warrants investigation. Perhaps a customer’s PBX was compromised, their SIP credentials were stolen, or they’re running an unauthorised call centre. Quick detection and response limits damage - both financial and to customer relationships.

When anomalies appear, speed matters more than perfection. Contact customers immediately when suspicious activity appears. Even if it proves legitimate, customers appreciate the security concern. For clear fraud, don’t hesitate to suspend services first and investigate second. Apologising for a false alarm beats explaining why you let fraud continue while deliberating.

Billing Accuracy

Inaccurate billing undermines everything else you do. Customers lose trust, support costs increase, and revenue leaks away. Building systematic accuracy checks catches errors before they compound.

Regular CDR matching checks should be non-negotiable. Weekly reviews of unmatched CDR reports catch new problems quickly. Look beyond just the unmatched count - analyse patterns. Are specific number ranges failing to match? Has a carrier changed their format? Quick pattern recognition helps fix systematic issues affecting many calls.

New number setup verification prevents problems at the source. After adding any number, make test calls if possible. Check these calls appear in CDR loads and match correctly. Verify they rate at expected prices. This immediate validation catches configuration errors while they’re easy to fix.

Tariff application audits ensure your rating remains accurate over time. Sample check bills each month - pick several customers and verify their calls rated correctly. Pay attention to edge cases like international calls, premium numbers, or time-based rating. These complex scenarios often hide rating errors.

Carrier changes pose particular risks to billing accuracy. When carriers update their systems, CDR formats might change subtly. Number formats shift, new fields appear, or timing calculations adjust. Test thoroughly after any carrier notification about system changes. Compare new CDRs against old ones, checking for format differences that affect matching or rating.

Compliance

Regulatory compliance protects your business from fines, legal action, and reputational damage. Telecommunications faces strict regulations about data handling, billing accuracy, and customer treatment.

Document every significant change to customer services. This isn’t bureaucracy - it’s protection. When regulators investigate complaints, comprehensive documentation proves you followed proper procedures. Show who made changes, when they occurred, and why they were necessary. The platform’s audit features help, but only if you use them properly.

Audit trails must be complete and unbroken. Never bypass system controls to make “quick fixes” that don’t leave proper trails. Those shortcuts seem harmless until a compliance audit asks you to explain billing discrepancies. Use the platform’s built-in controls even when they seem cumbersome - they exist for good reasons.

Data retention policies require careful attention. Keep records as long as regulations require, but no longer than necessary. Hanging onto ancient data increases security risks and compliance complexity. Understand your obligations - they vary by jurisdiction and service type. Build retention and deletion into your standard procedures rather than treating it as an occasional cleanup.

Platform controls exist to help compliance, but only when used correctly. Role-based access ensures only authorised staff make sensitive changes. Update logging tracks who did what. Approval workflows prevent single individuals making major changes unchecked. Embrace these controls rather than seeking workarounds - they protect you as much as the business.

Advanced Users Only: Manual Operations

When Manual Operations Apply

Use manual methods only for:

• Historical data corrections
• Unusual scenarios Actions don’t cover
• System testing
• Emergency overrides

Manual Dropping

If you must drop manually:

1. Edit the number
2. Change status to “Dropped”
3. Set dropped date
4. Save

You still must:

• Check feature handling
• Verify unbilled usage
• Document why manual method used

Manual Feature Management

When Actions don’t update features:

• Check each feature individually
• Adjust dates as needed
• Maintain consistency
• Document all changes

Warning: Manual changes bypass system validations and audit trails.

Related Guides

• Managing Features - One-off and recurring charges
• Understanding Tariffs - Pricing configuration
• CDR Processing - How calls match and bill
• Managing Customers - Customer account setup

Need Help?

Common questions: Check the troubleshooting section above
API integration: See the API Documentation
Carrier setup: Contact your account manager
Support: Use the in-platform support tools