Reassign a number to a teammate

In CallRoute, one number belongs to one person. That person is the only one who rings when it is called, and the only one who calls and texts out from it. When roles change, or someone leaves, an owner or admin can hand the number to someone else.

When to reassign

• A teammate takes over a customer list or territory from someone else.
• Someone is leaving and their customers should keep reaching your business.
• You added a number for a new hire before they joined.

Reassign a number

1. Select Numbers in the sidebar.
2. Find the number and select Reassign next to it.
3. In Who this number belongs to, pick the teammate. Their extension shows next to their name.
4. Select Save.

The change takes effect for the next call. The owner's name next to the number updates, and the new owner sees the number in their sidebar under Numbers.

What stays with the number

• The number's call handling: its voice, phone menu, business hours, closed days, voicemail greeting and AI receptionist settings.
• Its conversations in the inbox. The new owner sees them and can text from them, because they now own the number.
• Recording, if it is turned on for that number.

When someone leaves the team

You do not need to reassign numbers one by one before removing someone. When you select Remove next to a teammate on the Team page, CallRoute asks Give their numbers to. Pick a teammate and every number they owned moves to that person in one step.

Afterwards you can still split those numbers up with Reassign, for example to give each one to a different person.

Can two people share one number?

No. Each number rings one person. If callers need to reach several people from one number, add a phone menu to it. Each key can ring a different teammate, or let callers dial an extension. Teammates can also transfer a call to each other, and the inbox lets you assign a conversation to a teammate so they can reply by text.