Who can use this: Tech admin, Business admin
Available on: Gong Foundation, Gong Engage
Business numbers are the phone numbers your team calls from when using the Gong Dialer. They are provisioned through Twilio and managed from the Admin center. You need at least one business number before anyone on your team can make outbound calls.
All provisioned numbers are added to a shared pool of business numbers. How a number can be assigned depends on the documentation used to obtain it:
Business documentation: The number can be shared across your team or assigned to any team member with dialer access.
Individual documentation: The number must be assigned to the rep whose documentation was used to obtain it.
Get and assign business numbers
Use this flow to provision a new business number and optionally assign it to a specific team member. US and Canada numbers are self-serve. Numbers for all other countries require regulatory documentation before provisioning. Submit the documentation, then return to continue once it is approved.
To get and assign business numbers:
From the left sidebar, click Admin center.
In the Settings tab, click Dialer setup under Gong Engage.
In the Phone numbers tab, click + Get business numbers.
Select the country the number should be provisioned from:
US or Canada: If the country requires a business address, you will be prompted to enter one. Continue to step 5.
All other countries: Follow the prompts to complete the required regulatory documentation and submit it directly from Gong. Track the approval status in the Regulatory compliance tab. Once approved, return to continue provisioning.
Note:
For country-specific documentation requirements, refer to Twilio's regulatory compliance guidelines.
Enter the area code you want and click Search.
Select the numbers you want and click Done.
To assign a number to a specific team member, click Assign next to the number and select a team member from the list.
Note:
Only team members with dialer access appear in the list. Skip this step to keep the number available to all users.
The numbers appear in your Business numbers list and are immediately available. Assigned numbers are restricted to the team member they are assigned to. Numbers not assigned to anyone are available to all users with dialer access.
Frequently asked questions
What is the difference between business documentation and individual documentation?
All provisioned numbers are added to a shared pool of business numbers. The documentation type determines how the number can be assigned. Numbers obtained using business documentation can be shared across your team or assigned to any team member with dialer access. Numbers obtained using individual documentation must be assigned to the rep whose documentation was used to obtain them.
Use individual documentation when a rep needs a local number in a country where your business doesn't have a registered physical presence.
Can I assign a number obtained using individual documentation to a different team member?
No. Numbers obtained using individual documentation must be assigned to the rep whose documentation was used to obtain them. If another rep needs a local number in that country, submit a new individual compliance request for that rep.
Are there countries where calling is not available?
Yes. Indian phone numbers (+91) and Chinese phone numbers (+86) cannot be provisioned or used as personal forwarding numbers through Gong Engage due to government regulations. Calls to China cannot be made through Gong Engage at all. Calls to India can only be made from non-India numbers. Twilio also blocks certain numbers to prevent toll fraud. If a number you need is blocked, contact Gong Support.
What number types does Gong support?
Gong supports local numbers for businesses and mobile numbers for businesses. Gong does not support numbers for individuals, toll-free numbers, or national numbers.