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Where to find Phone Numbers: In the left sidebar, click Settings > Phone Numbers.
The Phone Numbers page shows all the phone numbers your clinic has provisioned. From here you can see each number’s status at a glance, open its configuration, set up call forwarding, and more.

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What You See on the Phone Numbers Page

Each phone number appears as a card. The card shows:

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Open a Phone Number to Configure It

Click the phone number or choose Edit number from the settings menu. This opens the detail page where you can set up the number’s timezone, location, AI assistants, ring groups, closures, and off-hours handling. See Call Routing for a full explanation of how these work together. If the number is forwarding, Edit number is hidden. Stop forwarding before you edit that number’s own routing.

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Assign a Location

On the phone number detail page, you will see a Location picker near the top. Select the clinic location this number belongs to. This helps organize calls by location, especially if your clinic has multiple offices.

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Set the Timezone

Next to the location picker, there is a Timezone selector. Choose the timezone that matches the location where this number is used. The timezone determines how schedules for ring groups, AI assistants, and closures are interpreted — for example, a ring group scheduled for 9 AM - 5 PM will follow the timezone you set here.
Important: Make sure the timezone is correct before setting up schedules. If the timezone is wrong, calls may be routed to the wrong handler at the wrong time.

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Enable or Disable a Number

When you hover over a phone number card, a settings button appears in the top-right corner. Click it to open a menu with options including:
  • Enable number — If the number is currently disabled, this turns it on so it can receive calls.
  • Forward calls — Redirects incoming calls to a different phone number (see below).
  • Stop forwarding — Turns forwarding off. If the number has its own assistants or ring groups, it returns to that routing. If not, it becomes unassigned.
  • Set as primary — Makes this the clinic’s primary phone number.
  • Release number — Permanently removes the number from your account. You must unassign all assistants first. This cannot be undone.

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Set Up Call Forwarding

Call forwarding sends all incoming calls on one number to a different number. This is useful when you want a secondary number to share the same assistants as your main number without setting up separate routing.
  1. Hover over the phone number card and click the settings button.
  2. Choose Forward number (or Update forwarding if forwarding is already set up).
  3. In the window that appears, enter the phone number to forward calls to, or select one of your other numbers that already has assistants configured.
  4. Save your changes.
When forwarding is active, the card shows a “Forwarding” status and displays the destination number. If the destination is another Decoda call number, clicking the forwarded number opens the destination number and shows a note explaining why you landed there. If the destination is an outside number or a number without call routing, Decoda shows a warning before you continue. To turn forwarding off, open the settings menu on the forwarded number and click Stop forwarding.

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Provision a New Number

If you need an additional phone number, click the Provision Number button in the top-right corner of the Phone Numbers page. Follow the steps to add a new number to your account.