Getting your phone number approved

Your practice phone number is managed in Settings → Omnichannel. In the left sidebar, click Settings (at the bottom). In the settings menu, under Communication, click Omnichannel. Provision a number before you enable calling or complete carrier approval. Local numbers use 10DLC registration. Toll-free numbers use Toll-Free Verification.

How do I provision a practice phone number?

Provision a number from Settings → Omnichannel before you enable calling or complete carrier approval. New omnichannel phone numbers use the local number flow and need a 3-digit Area code.

1. In the left sidebar, click Settings (at the bottom). In the settings menu, under Communication, click Omnichannel.
2. In Phone number, select Provision number.
3. Enter the Area code you want to search.
4. Select Provision number.

After the number is provisioned, it appears in Phone number. For a local number, 10DLC registration starts as part of provisioning.

How do I register a local number for 10DLC?

Local numbers use 10DLC registration for messaging. In Settings → Omnichannel, registration usually starts when the local number is provisioned.

Use the retry action if registration did not start or previously failed.

1. In the left sidebar, click Settings (at the bottom). In the settings menu, under Communication, click Omnichannel.
2. Find the carrier registration section for your local number.
3. If the section has no status or shows Failed, select Register now.

Ona starts registration with the carriers. The status updates while registration is processed.

How do I submit toll-free verification?

Toll-free numbers use Toll-Free Verification in Settings → Omnichannel. Submit or resubmit verification when the section shows Not submitted, Action required, or Rejected.

1. In the left sidebar, click Settings (at the bottom). In the settings menu, under Communication, click Omnichannel.
2. Find Toll-Free Verification.
3. Select the available action: Submit now or Resubmit.

Ona submits the verification for review. The action is not available while the number is Under review, in Carrier review, or Verified.

How do I check number approval status?

Check approval from Settings → Omnichannel. The status shown depends on whether your number is local or toll-free.

1. In the left sidebar, click Settings (at the bottom). In the settings menu, under Communication, click Omnichannel.

For toll-free numbers, Toll-Free Verification can show these statuses:

Status	What it means
Not submitted	The number has not been submitted for carrier review yet.
Under review	Your submission is being reviewed. This typically takes 5-10 business days.
Carrier review	The carrier is processing your verification. No action is needed.
Action required	Additional information is needed to complete verification.
Verified	Your toll-free number is fully verified for messaging.
Rejected	Verification was rejected. Review the reason and resubmit.

For local numbers, 10DLC registration can show these statuses:

Status	What it means
Registering with carriers	Your number is being registered with the carriers. This usually completes within a few minutes.
Registered	Your local number is registered for 10DLC messaging.
Failed	Registration did not complete. Review the reason and try again.

When Ona has a last updated time, failure reason, or rejection reason, it appears in the registration section.

How do I enable phone calls after my number is provisioned?

Enable calling from Settings → Omnichannel after your practice phone number exists. Calls use your clinic number as caller ID.

1. In the left sidebar, click Settings (at the bottom). In the settings menu, under Communication, click Omnichannel.
2. In Phone calls, select Enable calling.
3. If setup needs another attempt, select Try again.

When setup succeeds, Status shows Enabled. If setup did not finish, Status shows Needs attention and you can select Try again.

How do I choose who answers incoming calls?

Choose the inbound answering group in Settings → Omnichannel after calling is enabled. The same group rings for inbound calls and receives call notifications.

Option	What it does
Everyone available	Every team member rings in the browser when Ona is open. If Ring mobile phones is on, members with a phone number on their profile also get a mobile call.
Front desk only	Members with the Front desk staff role ring and receive notifications.
Only selected members	Only the active members you pick ring and receive notifications.

1. In the left sidebar, click Settings (at the bottom). In the settings menu, under Communication, click Omnichannel.
2. In Phone calls, use Ring my team for to choose how long the team rings before voicemail or the AI receptionist takes over.
3. In Who answers incoming calls, choose Everyone available, Front desk only, or Only selected members.
4. If you choose Only selected members, select + Add member and choose each active member who should ring.
5. Turn on Ring mobile phones if members in the answering group should also get calls on the phone number in their profile.

Your changes save as you make them. If Only selected members is empty, calls keep ringing and notifying the whole team. If Front desk only has no staff members, calls also keep ringing and notifying everyone.

How do I set the voicemail greeting?

Set the voicemail greeting in Settings → Omnichannel for callers who are sent to voicemail. The greeting is read before the tone, then the caller's message is recorded.

1. In the left sidebar, click Settings (at the bottom). In the settings menu, under Communication, click Omnichannel.
2. In Phone calls, find Voicemail greeting.
3. Enter the greeting callers should hear before the tone.

The greeting autosaves. Leave it empty to use the default greeting. Voicemail greetings can be up to 500 characters.

What can't I do here?

In Settings → Omnichannel (in the left sidebar, click Settings at the bottom; in the settings menu, under Communication, click Omnichannel), number and calling setup is limited in these ways:

• Staff and clinicians cannot manage Omnichannel settings.
• You cannot enable calling until a phone number has been provisioned.
• You cannot provision a replacement phone number from this page once a phone number already exists.
• A local number needs a 3-digit Area code before Provision number is available.
• Toll-Free Verification cannot be submitted while it is Under review, in Carrier review, or Verified.
• When Only selected members includes more than 8 people, up to 8 available members ring at once. Anyone beyond that is still notified about missed calls.

Common questions

Do I need 10DLC or toll-free verification?

It depends on the number type. Local numbers use 10DLC registration. Toll-free numbers use Toll-Free Verification.

How long does toll-free verification take?

When the status is Under review, the page says review typically takes 5-10 business days.

How long does 10DLC registration take?

When the status is Registering with carriers, the page says registration usually completes within a few minutes.

Why can't I submit toll-free verification again?

The action appears only when the number has not been submitted, needs customer action, or was rejected. It is not available while the number is Under review, in Carrier review, or Verified.

Why can't I enable calling?

Calling uses your clinic number as caller ID. In the left sidebar, click Settings (at the bottom). In the settings menu, under Communication, click Omnichannel. Provision a phone number in Phone number before selecting Enable calling.

What happens when nobody answers an inbound call?

If the AI receptionist is enabled as fallback, it takes the call. If not, the caller is sent to voicemail.