Getting your phone number approved

Your practice phone number is managed in Settings → Omnichannel. In the left sidebar, click Settings (1) at the bottom. In the settings menu, under Communication, click Omnichannel (2). Provision a number before you enable calling or complete carrier approval. Local numbers use 10DLC registration. Toll-free numbers use Toll-Free Verification. You can also review team phone numbers and spam numbers on the same page.

Use Settings (1) to open the settings area and Omnichannel (2) to open the communication settings page. Use Phone number for the practice line you provision from this page. Use Email address for the organization inbox address on the same settings page. Use Phone calls to manage calling after the number exists.

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.

Your practice number is in Settings → Omnichannel. Use Settings (1) to open the settings area, and Omnichannel (2) to open the communication settings page.

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. If the number is still being brought online, it shows Activating and you can select Finish setup. For a local number, 10DLC registration starts after the number is fully set up.

How do I register a local number for 10DLC?

On the same page, in Carrier registration, local numbers use 10DLC registration for messaging. Registration appears after the local number is fully set up.

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

1. Find the carrier registration section for your local number.
2. If the section has no status or shows Failed, select Register now.

Use 10DLC registration (1) to see the local-number registration state. Registered (2) shows that the number is registered for 10DLC messaging. Updated time (3) shows when the status last changed, when Ona provides it.

Ona starts registration with the carriers after the number is fully set up. The status updates while registration is processed.

How do I submit toll-free verification?

On the same page, in Carrier registration, toll-free numbers use Toll-Free Verification. Submit or resubmit verification when the section has no status, or shows Action required or Rejected.

1. Find Toll-Free Verification.
2. 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?

On Settings → Omnichannel, check approval status from the number and carrier sections. The status shown depends on whether your number is local or toll-free.

Use Phone number (1) to check whether the practice line is still Activating or already provisioned. Use 10DLC registration (2) for local-number carrier status. Use Phone calls (3) for calling setup after the number exists.

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

Status	What it means
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
Activating	The number is still being brought online. Finish setup first.
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?

On the same page, in Phone calls, enable calling after your practice phone number is fully set up. Calls use your clinic number as caller ID.

Use Status (1) to see whether calling is enabled or needs attention. Phone calls (2) is the section where you turn calling on. This browser (3) shows whether calls are ready in the browser.

1. In Phone calls, select Enable calling.
2. 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?

On the same page, in Phone calls, choose the inbound answering group after calling is enabled. By default, the same group is also notified about missed calls. To notify someone else, see How do I choose who is notified about missed calls?.

Use Ring my team for (1) to choose how long the team rings before voicemail or the AI receptionist takes over. Use Who answers incoming calls (2) to choose the ring group. Use Ring on mobile (3) to choose whether the answering group also rings in the Ona mobile app, on a mobile phone, or not at all. Use + Add member (4) when you choose Only selected members.

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

On the same page, in Phone calls, use Ring my team for to choose how long the team rings before voicemail or the AI receptionist takes over.

1. In Who answers incoming calls, choose Everyone available, Front desk only, or Only selected members.
2. If you choose Only selected members, select + Add member and choose each active member who should ring.
3. In Ring on mobile, choose whether the answering group rings in the Ona mobile app, on a Mobile phone, or Don't ring.

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

How do I choose who is notified about missed calls?

On the same page, in Phone calls, choose who hears about inbound calls nobody on your team answered. This covers missed calls, voicemails and, if you turn them on in the AI receptionist settings, calls the AI receptionist handled. The members you choose get the in-app notification and the unread messages email or text. Nobody else gets that email or text because of a call.

Option	What it does
Same as who answers	The members who ring for incoming calls are notified. This is the default.
Everyone	Every team member is notified, whoever rings.
Front desk only	Only members with the Front desk staff role are notified.
Only selected members	Only the active members you pick are notified.

On the same page, in Phone calls, find Who is notified about missed calls.

1. Choose Same as who answers, Everyone, Front desk only, or Only selected members.
2. If you choose Only selected members, select + Add member and choose each active member who should be notified.

For example, to ring your front desk but notify your practice manager, set Who answers incoming calls to Front desk only. Then set Who is notified about missed calls to Only selected members and add your practice manager.

If Only selected members is empty, missed calls notify the whole team. If Front desk only has no staff members, missed calls also notify everyone.

How do I set the voicemail greeting?

On the same page, in Phone calls, set the voicemail greeting for callers who are sent to voicemail. The greeting is read before the tone, then the caller's message is recorded.

Use Voicemail greeting (1) to enter the message callers hear before the tone. Leave it empty to use the default above (2) means Ona keeps the default greeting when you leave the field blank.

On the same page, in Phone calls, find Voicemail greeting.

1. 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 fully set up.
• You cannot access carrier registration or calling sections until the phone number is fully set up.
• 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. If Who is notified about missed calls is Same as who answers, anyone beyond that is still notified about missed calls.
• Ring on mobile can be set to Ona mobile app, Mobile phone, or Don't ring.

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 there is no status, Action required, or 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. Finish setup for your 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.

What is the Spam numbers card for?

The page includes a Spam numbers card after Team phone numbers. Use it to manage numbers marked as spam for the organization.