Agency phone numbers in eCourtDate are used to send and receive texts (SMS/MMS) and calls, serving as the caller ID your clients see when they receive communications from your agency.

### Overview

- **What it is:** A management interface for activating, porting, and configuring local, toll-free, and short code phone numbers for your agency
- **Why it matters:** At least one phone number is required to use any texting or voice messaging features. Proper phone number management ensures reliable outbound delivery and configurable inbound call handling
- **Who uses it:** Agency administrators and Super Admin users responsible for setting up and maintaining communication channels
- **Expected outcomes:** Your agency has one or more active phone numbers configured for outbound messaging and inbound call routing

### Prerequisites

- **Super Admin** role or a role with permissions to manage General Settings
- Completed carrier registration (required for porting existing numbers)
- For porting: your current phone number, carrier information, and authority to transfer the number

### How-To Steps

#### Step 1: Navigate to Agency Phones

1. Go to **Admin** > **Settings**
2. Click the **Agency Phones** tab
3. Review any existing phone numbers in the main table. Click an existing number to see details and make changes

> **Note:** If you are a multi-agency Super Admin user, you can view all associated phone numbers through **Billing** > **Phone Numbers**. From the Billing Phone Numbers page, you can configure the e911 address and the associated carrier campaign.

#### Step 2: Activate a New Local Area Code Phone Number

This option is recommended if you do not have a preexisting phone number to transfer to eCourtDate.

1. In the **Create Agency Phone** form, select a **US State**. The available phone number results update automatically
2. (Optional) Use the **Filter by Area Code** option to refine results to a specific area code
3. Click **Browse Numbers** to load available numbers
4. Review each number's capabilities (SMS/MMS, voice, international, fax, e911)
5. Click **Activate Now** next to the desired phone number

![Activate a New Local Area Code Phone Number](https://ecdassets.s3.amazonaws.com/images/articles/phone-numbers-add-agency-phone-local.png)

![Agency Phone Number Results with Activate Now Button](https://ecdassets.s3.amazonaws.com/images/articles/phone-numbers-add-agency-phone--available-phone-numbers.png)

#### Step 3: Activate a New Toll-Free Phone Number

This option is recommended for creating an automated inbound voice line (such as for juror or probation check-ins).

1. In the **Create Agency Phone** form, select **Toll-Free**
2. Click **Browse Numbers**
3. Click **Activate Now** next to the desired toll-free phone number
4. You will be redirected to the edit page to configure the number

![Activate a New Toll-Free Phone Number](https://ecdassets.s3.amazonaws.com/images/articles/phone-numbers-add-toll-free-phone-number.png)

#### Step 4: Activate a New Short Code Number

This option is recommended for agencies expecting to send a high volume of messages (1M+ per month).

1. In the **Create Agency Phone** form, select **Short Code**
2. Click **Add**. You will be redirected to the edit page
3. Click the **Authorization Form** link to download the required form
4. Complete the form and email it to help@ecourtdate.com
5. Once the form is processed, available short codes will appear for you to activate

![Activate a New Short Code Phone Number](https://ecdassets.s3.amazonaws.com/images/articles/phone-numbers-add-short-code-phone-number.png)

#### Step 5: Port an Existing Phone Number

Transfer a local, toll-free, or short code number that you already own to eCourtDate.

1. In the **Create Agency Phone** form, select **Port**
2. Enter the **Phone Number** you want to port to eCourtDate
3. Click **Add**. You will be redirected to the edit page
4. In the **Portability Checker** section, if the phone number is portable, click **Download LOA Form**
5. Complete the form and email it to help@ecourtdate.com
6. Once the LOA form is processed, you will see the porting status and estimated transfer date

![Agency Phones Portability Checker](https://ecdassets.s3.amazonaws.com/images/articles/phone-numbers-portability-checker.png)

Download LOA forms:

- [Local Area Code LOA form](https://ecdassets.s3.amazonaws.com/files/loa-form.pdf)
- [Toll-Free LOA form](https://ecdassets.s3.amazonaws.com/files/loa-form-toll-free.pdf)
- [Short Code LOA form](https://ecdassets.s3.amazonaws.com/files/shortcode-authorization.pdf)

There is no downtime during the transfer process. A single transfer date is scheduled for local area code and toll-free phone numbers. Short codes are transferred on a per-carrier basis on separate days. Continue using your existing provider for messaging until the transfer is complete. A transfer date is provided once the LOA form is processed by the help team and accepted by the gateway. Carrier registration must already be complete to be eligible for porting.

#### Step 6: Configure Outbound Phone Number Usage

If you only have one phone number activated, it will be used automatically for all outbound messages. If you have more than one:

1. Open the phone number you want to use as the default
2. Enable the **Primary** toggle
3. Click **Save**

The following features support overriding the primary phone number by selecting the **From Phone** field:

- **Flows**
- **Auto Messages**
- **Bulk Actions**
- **One-Off Messages** to a contact

#### Step 7: Configure the Agency Phone Merge Tag

1. Go to **Admin** > **Settings**
2. Select the **Agency Phone** from the dropdown of activated phone numbers
3. Click **Save**

The `[AgencyPhone]` merge tag can now be used in multilingual message templates and portal labels to dynamically display your agency's phone number.

#### Step 8: Configure Inbound Call and Text Settings

Each phone number supports inbound call and text handling to automate responses and route messages to the right people.

1. Open the phone number you want to configure.
2. Scroll to the **Inbound Settings** section.
3. Configure the following options:
   - **Auto Response:** Enable automatic replies to inbound texts. Use merge tags to personalize responses and support multilingual self-help information based on the client's language preference.
   - **Auto Forward:** Enter phone numbers or email addresses to automatically forward inbound messages from clients to designated staff members.
   - **Voice Response:** Configure an automated voice greeting for inbound callers. Use merge tags to provide dynamic information such as office hours and reporting instructions.
   - **Business Hours:** Set your agency's business hours to control routing behavior. During business hours, calls can be forwarded to a live phone number. Outside business hours, callers hear the automated voice response.
   - **Call Recording:** Enable call recording to automatically record inbound and outbound voice calls for compliance and quality assurance.
   - **Call Volume Tracking:** Monitor call volume metrics from the phone number's detail page.
4. Click **Save** to apply your changes.

#### Step 9: Configure e911 Settings

All eCourtDate phone numbers support e911 with address-based routing.

1. Navigate to **Billing** > **Phone Numbers** (requires multi-agency Super Admin access).
2. Click **Edit** next to the phone number.
3. Enter the **e911 Address** for the phone number. This address is used for emergency call routing.
4. Click **Save** to apply the e911 configuration.

### What to Expect

After activating a phone number, it becomes available for sending and receiving texts and calls. Inbound settings can be configured based on channel and time of day. For example, inbound callers can be auto-forwarded to a designated phone number during business hours and hear an automated voice response outside of business hours. New local and toll-free numbers are available immediately after activation. Ported numbers become available on the scheduled transfer date.

### Best Practices

- Activate a local area code number that matches your agency's geographic region for better client recognition
- Set one number as **Primary** to ensure consistent outbound messaging
- Configure the `[AgencyPhone]` merge tag in **Settings** so message templates dynamically display the correct number
- Use toll-free numbers for automated inbound voice lines where clients may be calling from various area codes
- Review your agency phone numbers periodically to ensure all active numbers are still needed and properly configured

### Frequently Asked Questions

**Q: How many phone numbers can my agency have?**
A: There is no limit. You can activate as many local, toll-free, and short code numbers as your agency needs.

**Q: Can I use different phone numbers for different types of messages?**
A: Yes. You can override the primary phone number on a per-feature basis using the **From Phone** field in Flows, Auto Messages, Bulk Actions, and One-Off Messages.

**Q: How long does it take to port an existing phone number?**
A: The timeline depends on the carrier and number type. A transfer date is provided once the LOA form is processed and accepted. There is no downtime during the transfer.

**Q: What is the difference between a local number and a toll-free number?**
A: A local number has a specific area code tied to a geographic region, which can build familiarity with local clients. A toll-free number (such as 800, 888, 877) is not tied to a location and is ideal for automated inbound voice lines or agencies that serve clients across multiple regions.

**Q: Do I need to complete carrier registration before activating a new number?**
A: Carrier registration is required for porting an existing number. New activations through eCourtDate are handled through the platform's existing carrier registration.

### Troubleshooting

**Issue:** No phone numbers appear when browsing available numbers
**Symptoms:** The results list is empty after selecting a state and clicking **Browse Numbers**.
**Solution:**

1. Try selecting a different **US State** or remove the area code filter
2. For toll-free numbers, click **Browse Numbers** without any filter
3. If no numbers appear for any selection, contact support for assistance

**Issue:** Outbound messages are not being sent from the expected phone number
**Symptoms:** Clients receive messages from a different number than intended.
**Solution:**

1. Go to **Admin** > **Settings** > **Agency Phones** and verify which number is set as **Primary**
2. If using Flows, Auto Messages, or Bulk Actions, check the **From Phone** field on that specific configuration
3. Confirm the desired phone number is active and not trashed or archived

**Issue:** Porting request is not progressing
**Symptoms:** The porting status has not changed after submitting the LOA form.
**Solution:**

1. Verify you emailed the completed LOA form to help@ecourtdate.com
2. Check that the information on the LOA form matches your current carrier records exactly
3. Confirm that carrier registration is complete for your agency
4. Contact support if the status has not updated within the expected timeframe

### Related Articles

- [How to Set Up a New Agency](/how-to-set-up-a-new-agency)
- [How to Configure Opt-in and Opt-out Compliance](/how-to-configure-opt-in-and-opt-out-compliance)
- [How to Send a One-off Message](/how-to-send-a-one-off-message)
- [How to Send a Mass Message using Bulk Actions](/how-to-send-a-mass-message-using-bulk-actions)
- [How to Use Merge Tags](/how-to-use-merge-tags)
- [How to Create a Flow](/how-to-create-a-flow)