# Manage a number

> Choose the agent that answers a phone number and set how it sounds there — call language, opening line, engine, voice, office sound, recording — then test it with a real call.

Source: https://docs.amomic.in/channels/phone-workspace

---

**Channels → Phone / Voice** is where each of your numbers lives. Pick a number, then choose the agent that answers it and how that agent sounds on it: the call language, the opening line, the engine, the voice and recording. Every setting belongs to that one number. A second number in the same workspace keeps its own.

**Who can use it:** owners and admins. The **Channels** section of the sidebar is shown to admins and owners only, and the page's data is admin-only on the server, so a member who opens the link sees *We couldn't load your numbers*. Requesting, attaching and releasing numbers are refused for members too. The phone channel needs the **Starter** or **Growth** plan; on **Free** the page shows *Give your agent a phone number* with an upgrade link instead. A Free workspace that already owns a number keeps access to it.

To get a number in the first place, see [Get a phone number](/channels/phone-numbers).

![The Phone / Voice page: the Numbers rail on the left with two numbers and one request under review, and the selected number +918047182290's header and Overview tab on the right](https://docs.amomic.in/screens/voice/phone-overview.light.webp)

*+918047182290 is selected: Service Desk answers it in Hindi + English on the Support desk engine, with recording on.*

## The page at a glance

The page has two columns.

**The Numbers rail** on the left lists every number in the workspace with a coloured dot, the number, and the agent that answers it (or the line's state). Under the numbers, dashed rows show requests that are still on their way: *Under review*, *Setting up*, or the reason a request was not approved. They are not selectable, because there is nothing to configure until the number is real. The header counts both: *2 numbers · 1 in progress*. The **+** button and the link at the foot, *Already have a number on the Amomic platform? Add it*, are covered in [Get a phone number](/channels/phone-numbers).

**The selected number** on the right has a header card and four tabs.

| Part | What it shows |
|---|---|
| Header | The number, its state badge, *Calls reach {agent}*, and four facts: **Agent**, **Language**, **Engine** and **Recording**. The strip underneath says what a caller gets right now, with a link to **Calls**. |
| **Overview** | What the number still needs, a **Readiness** checklist and a **Try it** card. |
| **Agent & voice** | The answering agent and every setting for how it sounds on this number. |
| **Outcomes** | What the agent should learn from callers, and their answers added up. See [Outcomes on incoming calls](/console/call-outcomes). |
| **Number** | **Number details** and **Delete number**. |

The number and the tab are part of the address, so you can bookmark or share one: `/channels/phone?number=918047182290&tab=voice`. The tab values are `overview`, `voice`, `outcomes` and `number`.

### Line states

Every number is in exactly one state. The first match in this list wins.

| State | Dot | What it means for a caller |
|---|---|---|
| `Deletion requested` | amber | You asked for the number to be deleted. It **keeps answering** while our team reviews the request. |
| `Needs setup` | red | The number has no channel connection on the platform yet, so no agent can be put on it. Contact support and we finish setting it up. |
| `Paused` | amber | An agent is on the number but paused. Calls are not answered. |
| `Answering` | green | An agent answers every call. The rail shows the agent's name. |
| `No agent` | amber | Nobody answers. Calls are not answered. |

## Overview: is the number ready?

The **Overview** tab starts with the one thing to do next, when there is one:

- **No agent answers this number**, with **Choose agent**, which opens **Agent & voice**.
- **{Agent} is paused on this number**, with **Resume**. *Its settings are kept. Turn it back on and the next call is answered.*
- **This number isn't ready for an agent** when the line is `Needs setup`.

**Readiness** lists everything a call needs, with a tick or a dashed circle for each: **Phone number** (*Active and routed to Amomic*), **Answering agent**, **Opening line** (quoted in full) and **Voice** (engine, language, and *recorded* when recording is on).

**Try it** is the check worth doing after every change: call the number from your own phone. You hear the opening line, talk to the agent the way a caller would, and the call then appears on [Calls](/console/calls) with its transcript, and its recording when recording is on. The card has the number with a copy button.

## Choose the agent that answers

::: steps

::: step Open Agent & voice

Select the number in the rail and open the **Agent & voice** tab. Step **1 Answering agent** says what this choice means: *Its instructions and knowledge base answer every call on this number.*

:::

::: step Pick a published agent

The list shows **No agent**, then every published agent. Agents that have never been published sit greyed out under **Publish first**. If the workspace has no agents yet, the card links you to create one.

**Open {agent}** jumps to that agent's **Deployments** tab.

:::

::: step Check how it will sound

Step **2 How it sounds on this number** shows the settings described below. They are *the same settings as {agent} → Deployments → Voice settings. Edit either; they are one.*

:::

::: step Save

The button reads **Connect {agent}** when you are putting a new agent on the number, and **Save** otherwise. The toast confirms it: *{Agent} now answers {number}.*

:::

:::

![The Agent & voice tab: step 1 Answering agent with Service Desk selected and a Pause answering button, step 2 How it sounds on this number starting with the Call language choice](https://docs.amomic.in/screens/voice/phone-agent-voice.light.webp)

*One save covers both steps. The bar at the bottom says whether there are unsaved changes.*

### Switching to a different agent

Choosing another agent and saving swaps it in as one step. The new agent takes over in the same moment the old one stops, so the line is never left with nobody on it. A call already in progress finishes with the agent that answered it. Before you save, the card warns: *{old agent} stops answering here when you save. The number keeps its language, engine, voice and recording.*

What carries over to the new agent:

- **Kept:** call language, opening language, engine, voice, office sound, hesitations, recording and recording notice. These belong to the line.
- **Kept, unless it names the old agent:** the opening line. If it mentions the previous agent's name (its full name, the part before a role such as "Priya — Support", or its first word), it is replaced with *Hello! You're speaking with {new agent}. How can I help you today?* Read it before you save.
- **Kept:** the number's questions for callers on the **Outcomes** tab.

### Pause, resume and stop answering

- **Pause answering** (top right of step 1, on a live line) stops the agent answering and keeps all its settings. The toast says *Paused. Calls to this number aren't answered until you resume.*
- **Resume** on the **Overview** tab turns it back on: *Answering again — the next call is picked up.* Saving on a paused number also turns answering back on, and the tab warns you: *Paused. Saving turns answering back on.*
- To take the agent off the number, choose **No agent**. The save button becomes **Stop answering**.

A number with no agent, or a paused one, does not answer: the call is refused before it is picked up, and no call record is created. See [How voice works](/channels/voice#when-a-call-is-not-answered).

::: note Agent edits reach calls straight away
The settings on this tab only change when you save them here, but the agent itself is a different matter. Its instructions, persona and knowledge are read from the agent as it is saved, on every call. A change you save on the agent's page reaches the next call on every number it answers. Try risky changes in the agent's playground first. See [Agents](/build/agents).
:::

## How it sounds on this number

These settings appear once an agent is chosen. They are listed in the order the form shows them, because the first one decides what the second can offer.

| Setting | Values | What it does |
|---|---|---|
| **Call language** | **English only**, **Hindi + English**, **All Indian languages** | What the agent can understand and speak for the whole call. See [Languages](/channels/voice-languages). |
| **Greet callers in** | One of eleven languages, limited by the call language | The language the agent opens the call in. *It changes language only when the caller asks for another one.* |
| **Opening line** | Required, up to 500 characters | *Spoken the moment the call connects, before the caller says anything.* |
| **Conversation engine** | **Standard**, **Expressive**, **Support desk** | How the agent listens and speaks. You can change it any time. |
| **Voice** | Six named voices on **Support desk**; one house voice on the other engines | Who the caller hears. |
| **Office background sound** and **Room level** | On or off; **Hushed**, **Quiet**, **Moderate**, **Busy**, **Bustling** | Support desk only. A soft call-centre murmur behind the voice. |
| **Natural hesitations** | On or off | Not on Expressive. The agent occasionally rephrases or says a small "hmm". |
| **Record calls** | On or off | Keeps an audio recording with the transcript. |
| **Recording notice** | **Agent says it in the greeting**, **Automated announcement first** | Shown when recording is on. How callers are told. |

A new number with no agent yet starts at **English only**, or at **Hindi + English** when the agent's own language is Hindi + English. Its opening line starts as *Hello! You're speaking with {agent}. How can I help you today?* Recording starts off.

### Opening line

Write one or two short sentences. It is spoken, not read, and a long greeting is a long wait before the caller can talk. The line is spoken exactly as written, in the voice of the opening language. The counter under the field reads `{n}/500 · spoken in {language}` to remind you which language that is.

You cannot save an empty opening line (*Write an opening line the caller will hear.*), because a call that opens with silence sounds like a dropped call.

**Generate with AI** writes one short line for you from the answering agent's knowledge base and puts it in the field. If the agent has knowledge, the toast says *Written from this agent's knowledge base — edit it to taste.* If it has none, the line is generic and the toast says *Written without a knowledge base — add knowledge for a greeting about your business.* Nothing is generated during a call: the caller always hears a line you saved.

**Translate.** When you change **Greet callers in**, the form offers to translate the line you already have:

![The Greet callers in field set to English, and under the opening line an offer: Translate the opening line to English? with Keep as written and Translate buttons](https://docs.amomic.in/screens/voice/phone-translate-offer.light.webp)

*Changing the opening language from Hindi to English offers to translate the existing line.*

**Translate** rewrites it in the new language (*Translated to {language} — read it once before you save.*). **Keep as written** leaves it alone. If you edit the line by hand, the offer goes away.

### Conversation engine

| Engine | What the console says it is for |
|---|---|
| **Standard** | *Widest Indian-language coverage and the most predictable delivery. Best when the agent must hold to a script or speak a rarer regional language.* The default for numbers set up before engines existed. |
| **Expressive** | *Answers faster, picks up the caller's tone and mood, and speaks with natural emotion. Best for sales and support calls that should feel human.* |
| **Support desk** | *Sounds like a real person at your support desk: natural, relaxed and easy to talk to. Best for Hindi and Indian-language helplines.* |

Pick by listening. Save, call the number, and try another engine if the call does not sound the way you want.

### Voice

On **Support desk** you choose one of six voices. Each has a play button with a sample recorded through the same phone line and office room a caller hears.

| Voice | Character | |
|---|---|---|
| **Aarohi** | Light & gentle | Woman |
| **Meera** | Soft & patient | Woman. *Sounds best with the room on Moderate.* |
| **Nandini** | Clear & confident | Woman |
| **Vikram** | Low & calm | Man |
| **Kabir** | Warm & steady | Man |
| **Arjun** | Young & friendly | Man |

![The Voice picker on the Support desk engine with six voice cards, Meera selected, followed by the Office background sound switch and the Room level slider set to Moderate](https://docs.amomic.in/screens/voice/phone-voice-picker.light.webp)

*Meera on the Support desk engine, with the office room on Moderate.*

The agent speaks as the voice you pick, and its Hindi uses matching grammar: a man's voice never refers to itself with feminine words, and the other way round. So give the agent a name that fits the voice. When you save on Support desk, the console checks the agent's name. If it clearly reads as the other gender from the voice, a dialog asks: *"{agent}" sounds like a man's name* (or a woman's). **Change now** saves and then opens the agent's **Persona** tab so you can rename it. **Skip** saves and keeps the name. Either way your voice choice is saved; the check never blocks a save.

A number saved before the six voices existed shows **Meera** for a female voice and **Vikram** for a male one, which is what its calls already used. Saving writes that choice onto the number.

On **Standard** and **Expressive** there is one house voice, **Amomic-AI default voice**: *Warm Indian-English delivery, tuned for support.*

### Office background sound and room level

On **Support desk**, **Office background sound** plays a soft call-centre murmur behind the voice, so the call sounds like it comes from a real desk. It is on by default. Turn it off for a clean, silent line. **Room level** sets how busy the room sounds, from **Hushed** to **Bustling**. Numbers that had the room before the slider existed play at **Busy**.

### Natural hesitations

**Natural hesitations** makes the agent now and then rephrase itself mid-sentence, or pause on a small "hmm", the way a person on the phone does. It never happens inside numbers, apologies or the greeting. It is off by default and is not offered on **Expressive**.

### Recording and the recording notice

**Record calls** keeps an audio recording alongside the transcript. It is off by default. When it is on, choose how callers are told:

| Recording notice | What the caller hears |
|---|---|
| **Agent says it in the greeting** (default) | The agent works a short notice into its first line, in its own voice and the call's opening language. In English: *"Just so you know, this call may be recorded."* |
| **Automated announcement first** | A fixed recorded message plays before the agent picks up: *"This call may be recorded for quality and training purposes."* Then the agent greets. It is played in the opening language; an Odia call hears the English message. |

The notice is information, not a consent step: the caller cannot opt out except by hanging up. Whether recording a call is lawful for your use is your decision. See [Recording](/channels/voice#recording).

### Call length

A call is ended after **10 minutes** with the outcome `max_duration` (**Time cap** on the Calls page). There is no setting for this in the console. If you see many **Time cap** calls, read their transcripts: the agent is usually not reaching a conclusion.

## Saving

The bar at the bottom of the tab says where you are:

- *Unsaved changes. Calls in progress finish on the old settings.*
- *Saved. Every change is kept as a new deployment you can roll back.*

Each save creates a new deployment on the number and makes it the active one, so the settings a past call used are on record. A call that is already in progress keeps the settings it started with. The next call uses the new ones: *Saved — the next call uses these settings.*

The console has no button to restore an earlier set of number settings. To go back, set the fields to their old values and save again.

You can edit the same settings from the agent's side: **Agents → {agent} → Deployments → Voice settings** on its phone deployment. Both places write the same record.

## Number tab

**Number details** shows the **Number** (with a copy button), its **Status**, and **In this workspace since**. **Delete number** sends a deletion request; see [Delete a number](/channels/phone-numbers#delete-a-number).

## Troubleshooting

::: details We couldn't load your numbers
Your role is member. The page needs admin. Ask an owner to change your role, or to make the change for you. If you are an admin, wait a moment and choose **Try again**.
:::

::: details The number shows Needs setup
It has no channel connection on the platform, so no agent can be put on it. Contact support with the number.
:::

::: details I can't choose my agent
It has never been published. It appears under **Publish first**. Publish it from the agent's page, then come back.
:::

::: details Save is greyed out
Nothing has changed, the opening line is empty or longer than 500 characters, or no agent is chosen. The message under the opening line says which.
:::

::: details The greeting I hear is in the wrong language
The line is spoken exactly as written. If **Greet callers in** is Hindi and the text is English, you hear English words in a Hindi voice. Change the language and accept **Translate**, or rewrite the line.
:::

::: details I changed the greeting but calls still use the old one
Check that you saved: the bar says *Unsaved changes* until you do. Check you edited the right number; the header shows it. A call already in progress keeps the old settings.
:::

::: details Callers hear nothing and no call appears on Calls
The number has no agent, is paused, or calls are being refused before they are answered. See [When a call is not answered](/channels/voice#when-a-call-is-not-answered).
:::

## Next

::: cards

::: card Get a number
[Verification, search, requests and what a number costs](/channels/phone-numbers).
:::

::: card Languages
[Call language and opening language](/channels/voice-languages), and how to choose.
:::

::: card Outcomes on incoming calls
[Ask callers a few questions](/console/call-outcomes) and see their answers added up.
:::

::: card How voice works
[What happens on a call](/channels/voice), from ring to transcript.
:::

:::