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Your agent uses a phone number for calls, texts and voicemail. There are four ways to give it one. Every option except SIP trunking places the number in a Twilio account dedicated to your workspace, so the same number handles calls and texts. Manage numbers in Settings → Phone Numbers. A workspace can have several numbers. Each number is assigned to one agent, which answers inbound calls and texts sent to it.

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Provision a new number

  1. Go to Settings → Phone Numbers and click Add Number → Buy a new number.
  2. Choose an area code. Monumint shows the numbers available in it.
  3. Select a number and assign it to an agent.
Calls work right away. Texting is turned on once your 10DLC registration is approved (see the next section). You only register once per workspace, and every number you add later is covered by the same registration.

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Register for 10DLC

US carriers require every business that sends text messages from a local number to register first. This registration is called A2P 10DLC. Monumint submits it on your behalf, and texting is turned on once carriers approve it. You’ll provide the following:
  • Your legal business name, EIN, business address and website.
  • A contact name, email and phone number. The phone number must be a landline or mobile line, not a VoIP number.
  • Links to your privacy policy and terms of service, hosted on your own domain.
  • A description of how people agree to receive your texts, such as a checkbox on your application form.
  • Two sample messages that include your business name and opt-out instructions (for example, “Reply STOP to opt out”).
Registration happens in two stages. Your brand (your business) is usually approved within a few days. Your campaign (what you’ll text about) usually takes 1 to 3 weeks. You can follow the status of each stage in Settings → Phone Numbers.
Most rejections happen because the opt-in description is vague. Explain exactly where and how someone agrees to receive texts, and make sure your sample messages match it.
The business details you submit are also used to register your numbers with carriers’ spam-scoring systems and to display your business name on outbound calls. Both make leads more likely to answer.

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Import an existing Twilio number

Use this option if your numbers already live in your own Twilio account.
  1. In Twilio, create an API key. We recommend creating it in a subaccount that holds only the numbers you want Monumint to use.
  2. In Monumint, go to Settings → Phone Numbers → Add Number → Import from Twilio and enter your Account SID, API Key SID and API Key Secret.
  3. Select the numbers to import and assign each one to an agent.
When you import a number, Monumint changes its voice and messaging webhooks in Twilio so calls and texts reach your agent. Any routing you previously configured on that number stops working. If the number already belongs to a messaging service with an approved 10DLC campaign, texting works right away. If it doesn’t, the number is marked Voice only until you complete 10DLC registration.

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Port a number from another provider

Use this option to move a number from RingCentral, Verizon, Comcast or any other carrier. Porting moves the number permanently to Monumint, so it supports calls and texts like any other Monumint number. Porting is available for US local numbers.
  1. Go to Settings → Phone Numbers → Add Number → Port a number and enter the numbers you want to move.
  2. Enter the account details exactly as they appear with your current provider: account holder name, account number, billing address, and the PIN if the number is a mobile line.
  3. Upload a recent bill from your current provider.
  4. The authorized signer on the account receives an email and signs the porting authorization electronically.
Ports usually complete in 1 to 3 weeks. While the port is in progress, Monumint can give your agent a temporary number and then switch it to your ported number automatically when the port finishes.
Don’t cancel service with your current provider until the port completes. Canceling early can release the number and make it impossible to port.
Your 10DLC registration doesn’t transfer from your old provider. Complete 10DLC registration in Monumint so the ported number can send texts.

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Connect a SIP trunk

Use a SIP trunk to send calls to your agent from your phone system, contact center or carrier without moving your numbers. A common setup is an option in your phone menu (for example, “Press 2 to apply”) that routes callers to the agent.
SIP trunking supports inbound calls only. Over a SIP trunk, your agent can’t place outbound calls, send texts or leave voicemails. If you need those, provision, import or port a number instead.
  1. Go to Settings → Phone Numbers → Add Number → Connect a SIP trunk.
  2. Choose how Monumint should verify incoming calls: an IP allowlist, a username and password (digest authentication), or both. Monumint generates a SIP URI for the trunk.
  3. In your phone system, point the trunk’s origination at the Monumint SIP URI. We support TCP and TLS. If your firewall restricts traffic by IP address, allowlist the Monumint IP ranges shown in settings.
  4. Add the numbers or extensions that will route over the trunk and assign each one to an agent.
  5. Place a test call to confirm the agent answers.

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