How do I change the settings on a phone number?

Modify phone number settings for texting, hold music, caller id, billing groups, call recording, call routing, etc.

Important: Please excuse our mess while we improve your admin experience! We are in the process of migrating all accounts to the new GoTo Admin. Choose your current admin experience for the applicable steps on this topic.

GoTo Admin

If you're an admin who signs in at https://admin.goto.com, these steps are for you.

Change phone number settings

Before you begin: You must be assigned an Admin or Super admin role to perform this task.

Sign in to GoTo Admin.
From Phone system > Phone numbers, select the number that needs changes made.

Tip: Select to export all the phone numbers into a single file list. When you drill down to a specific number, you can use the breadcrumb on the top-left to go back to the main list or use the arrows to navigate each number's detail page.

Choose the change you want to make:

Action	How-to
Activate Instant Response	Important: At least one user must be given texting permissions prior to performing this task. From the Settings tab, select Instant Response and then enable the feature. For detailed steps, refer to How do I set up instant response text messages?
Allow user permissions (texting, instant response, switch outgoing caller ID)	From the Settings tab, select Permissions > + Add user to allow specific users to send and receive text messages, manage instant responses or choose this phone number as an option to switch their outgoing caller ID (also known as Caller ID Swap). Restriction: Texting is only available in the United States and Canada. Texting is not available for toll-free numbers.
Block Caller ID	Select Settings > General and enable the Block Caller ID setting.
Change billing group	From the Overview tab, and then select Edit details. Choose a billing group from the drop-down list and Save. Note: This feature may not be available on your subscription plan.
Change name	Select the Overview tab and then select Edit details to make changes to the phone number's name.
Change Caller ID name	Select the Overview tab and then select Edit details to make changes to the phone number's Caller ID name. This can also be performed from the Settings tab.
Choose hold music	Select the Settings tab and then select Call routing. Choose hold music from the drop-down menu or enable the system default hold music. To change the system default hold music, refer to How do I manage my audio library?. Watch Video
Delete all texts	Select the Settings tab and then Texting > Clear SMS to permanently clear all text messages associated with this phone number. CAUTION: Once deleted, texts cannot be recovered.
Enable texting to chat queues	Select the Settings tab and then Texting. Enable Chat queues to route all incoming text messages for this phone number to selected chat queues. This feature is only available in the United States and Canada at this time.This feature may not be available with your plan.
Record incoming calls	Call recording must first be enabled in your default phone settings to choose the desired storage options. From the Settings tab, select Recording and enable Recording incoming calls.
Record outgoing calls	Call recording must first be enabled in your default phone settings to choose the desired storage options. From the Settings tab, select Recording and enable Recording outgoing calls.
Route/reroute calls	Select Settings > Call routing or the Reroute button on the top-right and choose a different phone number or an extension (could be an extension for a dial plan, shared voicemail, user group, conference room, call queue, etc.) where you want this phone number's incoming calls to go.

Select Save.

PBX Administration (classic)

If you're an admin who signs in at https://my.jive.com/pbx, these steps are for you.

Phone number settings

Below is a list of all the phone number settings and their descriptions.

General

**Identity**
Setting	Description
Name	The name used to identify the number in the admin portal. This does not affect caller ID etc.
Number — View Only	A sequence of digits used to dial your phone system.
Caller ID — View Only	The name portion of the caller ID. Note: To change the caller ID, you will need to contact customer support.
Block Caller ID — Optional	Displays the caller ID as private, restricted, or anonymous for all outbound calls—including calls routed to external numbers. This setting can be overridden on a per-call basis by dialing `82`* before the outbound number. To learn more about how to override block caller id:
Type — View Only	The type of number (toll-free, inbound-only, two-way).
Billing Group — Optional	Sorts billable numbers (and devices) by billing group on your monthly invoice for internal accounting and reporting purposes.

**Privacy Options**
Description
Permanently deletes all text messages for the number.

**Behavior**
Description
Routes callers to an extension or to another phone number on the system.

**Hold Music**
Description
Controls which playlist callers hear while on hold.

Recording

Before you can enable call recording, your remote storage must be setup.

Setting	Description
Record Incoming Calls — Optional	Enables recording of all incoming calls to this number. Recordings will be saved to your remote storage.
Record Outgoing Calls — Optional	Enables recording of all outgoing calls from this number. Recordings will be saved to your remote storage.
Note: If you enable call recording system-wide and on an individual line, ring group, or phone number; only one copy of call will be recorded. If you enable call recording system-wide or on a phone number, as well as on an individual call queue; multiple copies of the call will be recorded. The queue will generate a recording that excludes the hold music, where the other recordings will include the hold music. If you enable call recording system-wide or on a phone number, as well as on an individual conference bridge; multiple copies of the call will be recorded. The bridge will generate a recording that starts when the first participant enters and ends when the last participant exits, where the other recordings will be from the perspective of each participant.

Permissions

**Permissons Administration**
Description
Controls which user(s) are allowed to send text messages from the number (not supported on international numbers). Limit these permissions to only one user per number. Note: You must complete SMS registration to enable SMS permissions.

Set up texting on a phone number

Send and receive text messages from your business number. Only available in the United States and Canada.

Before you begin: You must be assigned the Admin or Super admin role to perform this task.

Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
Select Phone Numbers in the left navigation menu and then select the phone number that needs texting enabled.

Note: SMS is not available for toll-free numbers.
Choose the Permissions tab.
From the Who field, choose a user from the drop-down list that will send text messages from this phone number.

Attention: If you do not see the texting tab, it is because the carrier of your phone number does not support texting and MMS. You can email numbers@goto.com to get help switching your phone number to a different carrier.
Select the newly added user and then under the Permissions field check Enable SMS.

Note: Limit texting permissions to one user per phone number.
Select Save.
Result: It can take ≈20 minutes before texting is fully functional.
Optional: To remove a user’s texting permissions, hover over the user and then select .

Block a phone number's caller ID on outbound calls

Hide your information from the recipient by displaying it as private, restricted, or anonymous.

Before you begin: You must be assigned the Admin or Super admin role to perform this task.

Tip: If you only want to block caller ID for a single call, dial *67 + phone number.

Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
Select Phone Numbers in the left sidebar and then select the phone number whose caller ID you need to block.
From General > Identity, enable Block Caller ID.
Select Save.

Note: You can override this setting on a per-call basis by dialing*82 before the outbound number.

What to do next: When this setting is enabled, the caller ID will be blocked on all calls routed to an external number (e.g., Find Me/Follow Me, ring groups, dial plans, etc.).

Choose outgoing caller ID

Allow specific users permission to select a specific phone number as their outgoing caller ID, also know as caller ID swap.

Before you begin: You must be assigned the Admin or Super admin role to perform this task.

Note: This is a beta feature and may not be available on your account.

Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
Select Phone Numbers in the left navigation menu and then select the desired phone number.
Select the Permissions tab.
From Who, choose the user that needs access from the drop-down list.
Select the newly added user and then check Select outgoing caller ID under Permissions.
Select Save.
Optional: To remove a user’s outgoing caller ID permissions, uncheck Select outgoing caller ID.

Article last updated: 14 June, 2023