How to Buy a Phone Number

A TrustPager phone number gives your workspace a dedicated Australian business number for SMS and voice calls. Contacts reply to a real number, every conversation is logged in your CRM, and your voice agents and team members can use it for inbound and outbound calls.

Before you start

Australian regulations require you to verify your business identity before purchasing a mobile number. The process takes 5 steps and usually clears within a business day once submitted. Occasionally a bundle is rejected -- if that happens, TrustPager will guide you through correcting and resubmitting it from the same page. Local numbers have lighter requirements. Toll-free numbers (1800 / 1300) are not available through the self-serve flow -- the TrustPager team provisions those for you on request (see "Toll-free numbers (1800 / 1300)" below).

Set up your phone number

Go to https://app.trustpager.com/settings/phone. The page walks you through each step in order and automatically expands the next incomplete section as you go.

Step 1 - Add a business address

Enter your registered Australian business address. This is required for regulatory compliance. TrustPager validates the address format before saving it -- make sure the street, suburb, state, and postcode are accurate.

Step 2 - Create a regulatory bundle

Enter your business name, ABN, contact email, and phone. TrustPager creates a regulatory bundle tied to your workspace. You only need to do this once -- the bundle covers all future numbers of the same type.

Step 3 - Upload a supporting document

Upload a document that confirms your business identity -- a utility bill, bank statement, or ASIC company extract works well. It must show your business name and address and be dated within the last 3 months.

Step 4 - Submit for approval

Once the address, bundle, and document are in place, submit the bundle for review. Approval typically takes 1-2 business days. The status will update automatically -- you will see it change from Pending Review to Approved or, less commonly, to Rejected.

If the bundle is rejected, the reason will be emailed to the contact email you provided in Step 2. TrustPager does not display the rejection reason in the portal -- your phone number provider's compliance team sends it directly. Check that inbox before resubmitting.

Step 5 - Search and purchase a number

After approval, search for available Australian numbers. You can filter by number type (mobile, local) and search by area code or digit sequence. Each result shows the monthly cost and its capabilities (SMS, voice, MMS). Select a number and click Purchase -- it activates immediately.

Toll-free numbers (1800 / 1300) are not part of this self-serve search -- see "Toll-free numbers (1800 / 1300)" below for how to get one.

If your bundle is rejected

When your regulatory bundle is rejected, https://app.trustpager.com/settings/phone shows a rejection banner in place of the bundle creation form. The banner tells you the bundle was rejected and prompts you to update and resubmit.

Why the rejection reason is not shown in TrustPager

The rejection reason is set by your phone number provider's compliance team and is not passed back to TrustPager through the provider's API. The reason is emailed directly to the contact email you registered in Step 2. Check that inbox -- the email will explain exactly what needs to be corrected.

Common rejection reasons

• Business name on the bundle does not match official records (e.g. ASIC registration)
• ABN does not match the registered business name
• Supporting document does not show sufficient proof of address
• Address format does not match what the provider's system expects

How to update and resubmit

Click Update & resubmit on the rejection banner at https://app.trustpager.com/settings/phone. The bundle creation form opens with your previous details prefilled. The bundle name will have "- Resubmission" appended so TrustPager can distinguish it from the rejected one in its records.

Correct whatever caused the rejection -- most commonly the business name or ABN -- upload a fresh supporting document if needed, and submit again. The flow is identical to the first submission. Once resubmitted, status returns to Pending Review and the rejected bundle disappears from view (it stays in TrustPager records as history).

What your number can do

• SMS: Send and receive text messages from any contact or opportunity. All conversations are logged automatically.
• Inbound voice: Choose how incoming calls are handled -- an AI voice agent answers, calls forward to another number, or your team answers live in the browser.
• Outbound voice: Voice agents can dial out using the number as their caller ID, and team members with calling permission can make calls directly from TrustPager using it as their outbound number.

Toll-free numbers (1800 / 1300)

Toll-free numbers are not available to buy through the self-serve flow above. To get one, raise a service request at https://app.trustpager.com/service-requests and the TrustPager team will provision and activate it for you. Once it is live it appears alongside your other numbers and uses the same inbound settings -- including the "When no one answers" fallback and voicemail.

One thing to note: toll-free numbers receive calls only. They cannot be used to dial out, so they will not appear as an outbound caller ID option.

Inbound Settings -- how incoming calls are handled

Open https://app.trustpager.com/settings/phone and click a number to open its settings page. The Inbound Settings card controls how incoming calls are answered, what happens if nobody picks up, and when After Hours rules apply.

Under "When someone calls this number", choose one of three modes:

• AI Voice Agent -- an AI voice agent answers every incoming call. Pick the agent from the dropdown.
• Forward -- incoming calls ring through to another phone number. Enter the destination in E.164 format (e.g. +61399000890).
• Answer in TrustPager -- incoming calls ring the browser for one or more team members. Whoever picks up first takes the call.

These three are mutually exclusive -- a number uses one mode at a time. Your choice saves on the spot; there is no Save button.

Answer in TrustPager -- picking who rings

When you choose Answer in TrustPager, a people picker appears so you can select which team members receive inbound calls. You can choose one person or several. When a call comes in, every selected person's browser rings at the same time -- whoever answers first takes it. Everyone else's notification clears automatically.

Team members must be signed in to TrustPager to receive the call.

When no one answers

When a number is set to Answer in TrustPager, a When no one answers control appears below the people picker. This is opt-in per number -- existing numbers keep dropping unanswered calls until an admin sets a fallback here.

First, set how long to ring before the fallback kicks in (default is 25 seconds). Then choose what happens:

• Voicemail -- TrustPager plays a greeting, records the caller's message, transcribes it, and attaches the recording and transcript to the caller's contact record and call log. The voicemail appears in https://app.trustpager.com/inbox/phone-calls titled "Voicemail from [caller]".
• Forward -- the call rings another phone number. Enter the destination in E.164 format (e.g. +61399000890).
• AI Voice Agent -- the call is handed to one of your workspace's AI voice agents. Pick the agent from the dropdown.
• Just drop -- the call ends and is logged as missed. This is the previous default behaviour.

Customising the voicemail greeting

When you pick Voicemail, a greeting text field appears. Type what you want TrustPager to say to the caller before the beep -- something short and natural works best, like "Hi, you've reached [business name]. Leave a message and we'll get back to you shortly." Keep it under 1,000 characters and use plain text only; the greeting is spoken by a synthesised voice, so avoid special formatting or symbols.

If you leave the greeting field blank, a standard greeting is spoken automatically.

SMS is not affected. Inbound Settings only controls inbound voice. The same number keeps receiving SMS in your Inbox regardless of which inbound mode you choose.

Forwarding also works alongside outbound calling: a number can forward incoming calls while voice agents still use it to dial out. The only combination that is not possible is an inbound agent and forwarding on the same number -- the agent answers the call, so there is nothing to forward.

After Hours scheduling

The After Hours section sits inside the Inbound Settings card at https://app.trustpager.com/settings/phone. Toggle it on to handle calls differently outside your business hours, independent of the primary inbound mode.

How to set it up

1. Toggle After Hours on. The card expands to show the scheduling controls.
2. Tick the business days your normal hours apply to.
3. Set your open and close times.
4. Choose the correct timezone.
5. Under "Outside these hours, handle calls with", choose how calls are handled after hours: AI Voice Agent, Forward, or Answer in TrustPager.

Every field saves automatically as you change it.

Example: team answers during business hours, AI covers after hours

Set your primary mode to Answer in TrustPager and select your team. Then turn on After Hours, set Mon to Fri 9 am to 5 pm, and pick AI Voice Agent as the after-hours handler. Calls during business hours ring your team's browsers; calls outside those hours go straight to your AI voice agent.

Outbound Settings

Open a number's settings page at https://app.trustpager.com/settings/phone and scroll to the Outbound Settings card. It has two tabs via a segmented control: AI Voice Agents and Call from TrustPager.

AI Voice Agents tab

This tab lists the AI voice agents that dial out from this number. It is read-only here because outbound is configured per voice agent -- caller ID, call limits, and country rules are all set on the agent itself. To configure that, see https://app.trustpager.com/help-center/how-to-configure-outbound-calling. Inbound handling and outbound calling are independent of each other.

Call from TrustPager tab

This tab controls which team members can use this number to make calls directly from TrustPager -- that is, manual calls placed by your team rather than automated calls made by a voice agent.

The tab shows a people picker. Its selectable options are team members who already have calling permission. Below the picker, a helper line shows the current state:

• If no one is selected, it reads "Anyone with calling permission can dial from this number." Anyone on your team with calling permission can use this number as their outbound caller ID.
• Once you select specific people, it reads "Only the N selected person/people can dial from this number."

If some of your team members lack calling permission, a separate block appears below the picker headed "These team members can't be added until they have calling permission:". It lists each person with their role on the right, and includes a Manage calling permission in Permissions link so you can grant it without leaving the page.

Toll-free numbers (1800/1300): The "Call from TrustPager" tab shows a note that outbound calling is not available on toll-free numbers. Toll-free numbers receive calls only.

How the Make a Call button behaves

The Make a Call button that appears throughout TrustPager (on contacts, opportunities, and the dialler) reflects this setting:

• Team members with no calling permission at all do not see the button.
• Team members with calling permission but no number they are allowed to dial from see the button but it is disabled, with a tooltip explaining why.
• Team members who are permitted to use at least one number see the button enabled and ready to use.

Who can change call settings

Anyone with phone management permission can change a number's call handling, forwarding, and outbound access. Team members without that permission can see the current settings, but the controls are read-only for them. Admins can see and manage every number in the workspace.

If a number shows "Register with voice provider"

When you open a phone number's details page at https://app.trustpager.com/settings/phone and see a Register with voice provider button, it means this number is not yet wired up for AI voice calls. Until it is registered, the number can still send and receive SMS, but voice agents cannot be bound to it and it cannot make or receive AI-handled calls.

Three situations trigger this state:

• The number was active before voice routing was introduced -- it was never imported into the voice system.
• The number was purchased but the voice setup step failed silently at the time.
• A previous voice setup attempt encountered an error (the details page will show the error alongside the button).

Click Register with voice provider. TrustPager will import the number into the voice system, configure its voice routing setup, and set up the credentials needed for outbound dialling. The button changes to a spinner while this runs, then disappears once complete. You can then choose an inbound AI voice agent for the number, and agents can use it for outbound calls.

If the button appears again after a successful registration -- for example, after an error is stamped on the number -- click it again. The action is safe to repeat and will re-apply the full voice routing setup from scratch.

Note: If voice agents were already dialling from the number but outbound calls were failing, registering the number fixes that too. The registration step includes everything needed for the number to both receive and initiate voice calls.

Connect numbers from inside an agent

You can also manage a number's connection from the agent itself. Open the agent at https://app.trustpager.com/auto/voice-agents, click into it, and open the Channels tab. There you can connect or disconnect inbound numbers for the agent directly, and see which numbers it dials out from (outbound is set in the agent's outbound configuration). Each row links to the number's settings page.

Manage your number

Your active number appears at the top of https://app.trustpager.com/settings/phone. To release a number, contact support via https://app.trustpager.com/service-requests.

Troubleshooting

• Address validation fails: Use the full street address including unit/suite number. P.O. boxes are not accepted.
• Bundle stuck in review: Check your supporting document is clear, legible, and shows both your business name and the address you entered. If it has been more than 2 business days, raise a service request.
• Bundle rejected -- I cannot see why: The rejection reason is not shown in TrustPager. Check the inbox for the contact email you registered in Step 2 -- the email from your phone number provider explains the specific issue. Then click Update & resubmit on the rejection banner at https://app.trustpager.com/settings/phone.
• No numbers available for my area code: Try a broader search -- leave the area code field blank to see all available Australian numbers.
• Nobody's browser rang for an inbound call: Check that the team members selected under Answer in TrustPager were signed in to TrustPager at the time the call came in. Signed-out team members do not receive the ring notification.
• An unanswered call just dropped with no voicemail or fallback: The "When no one answers" fallback is opt-in per number. Open the number at https://app.trustpager.com/settings/phone, scroll to the When no one answers section under Inbound Settings, and choose a fallback option (Voicemail, Forward, AI Voice Agent, or Just drop).
• After Hours not switching modes correctly: Check that the timezone setting matches where your team is located. If the open/close times look right but calls are routing incorrectly, the timezone is usually the culprit.
• Outbound shows "Not used for outbound calls": No voice agent has this number set as its dial-from yet. Set it from a voice agent's outbound configuration -- see https://app.trustpager.com/help-center/how-to-configure-outbound-calling.
• Voice agent will not bind to the number: Check the number's details page for a Register with voice provider button. If present, click it first -- the number needs to be registered before any voice agent can be assigned to it.
• Make a Call button is disabled: You have calling permission but no number is configured for you to dial from. Ask your admin to open the number's settings at https://app.trustpager.com/settings/phone and add you under Call from TrustPager, or leave the picker empty so anyone with calling permission can use it.
• A team member cannot be added to "Call from TrustPager": They do not have calling permission. The section below the picker lists them with a Manage calling permission in Permissions link. Grant them calling permission there first, then add them to the number.