UserPhones (New web)

Path: Callproof Support - New Website - Company Directory (New Web) - Rep Phones

Rep Phones

Screen purpose: Manage a rep’s personal phone numbers used in CallProof — add, edit, or delete numbers, and see which ones are ready for Caller ID.

Rep Phones

• View all phones for one rep
• Add a phone (type, number, extension, country)
• Edit an existing phone
• Delete a phone (managers)
• Check Caller ID status and open Caller ID setup when ready
• Set a default phone from Company Directory Edit (related)

Screen title: (breadcrumb) Company Directory » [Rep Name] Browser title: Rep Phones Button on page: Add Phone Address: /user_phones/<profile_id>/

How this differs from similar screens

Screen	Address	What it is
Rep Phones (this page)	/user_phones/<id>/	Phones belonging to a rep / user
Account phones	/contact_phones/…	Phones on a customer account
Phone Numbers	/phone_numbers/	Company CallProof / Twilio numbers (purchase, forward, etc.)
Activate New Caller ID	/caller/callerid/new/	Verify outbound Caller ID for a rep phone

How to open Rep Phones

Option A — Company Directory list

1. Sign in to CallProof.
2. Open Company Directory (/users/).
3. In the Phone Number column, click a listed phone link, or click Add Phone under that rep.
4. Rep Phones opens for that person (often in a new tab from the phone link).

Option B — Company Directory Edit

1. Open a user: Company Directory → Edit.
2. Under phone / Twilio settings, click Add/Edit next to Default Phone.
3. Address used: /user_phones/<profile_id>/.

Option C — Direct address

1. Go to /user_phones/<profile_id>/ for that rep’s profile ID.
2. Press Enter.

Permissions

• You must be signed in.
• You can only manage phones for reps in your company (wrong company → access blocked).
• Delete requires manager access.
• You cannot delete a phone that still has call history tied to it.

What you see

Header

• Breadcrumb: Company Directory » [Rep name] (name links to that user’s edit page)
• Add Phone

Table columns

Column	What it shows
Number	Formatted phone number and extension (if any)
Type	Phone type (Home, Office, Cell, Fax, Other, Headquarters, etc.)
Updated	Last updated date/time
Caller ID	Green phone = Caller ID ready · Red phone = needs setup
Actions	Edit · Delete

Empty list: No phone number found

Why Rep Phones matters

Action	Purpose	When to use it
Add Phone	Store the rep’s real numbers in CallProof.	Onboarding or new mobile/office line.
Edit	Fix type, number, extension, or country.	Number change or typo.
Caller ID column	See if the number can be used as verified outbound ID.	Before making Twilio calls as that number.
Delete	Remove an unused number.	Rep left a line or duplicate entry.
Default Phone (on user edit)	Choose which number CallProof uses by default (for example greeting recording).	After adding phones.

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Add a phone

Add Rep Phone

Popup title: Add Rep Phone Address: /user_phones/<profile_id>/new/

Steps

1. On Rep Phones, click Add Phone (or Add Phone from Company Directory).
2. Fill in:

Field	Required?	Notes
Phone Type	Yes	Office · Cell · Headquarters · Fax · Home · Other (options may vary)
Phone Number	Yes	Digits; typically 10-digit local number
Extension	No	Optional numeric extension
Country Code	Yes	Select country / dialing code

1. Click Save.
2. Success: User phone added successfully.
3. The list refreshes.

Validation

• Missing type / number / country shows required-field messages.
• Invalid number may show a form error under Phone Number.

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Edit a phone

Edit Rep Phone

Popup title: Edit Rep Phone Address: /user_phones/<profile_id>/edit/<phone_id>/

Steps

1. Click the edit (pencil) icon on a row.
2. Update Phone Type, Phone Number, Extension, and/or Country Code.
3. Click Save.
4. Success: User phone updated successfully.

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Caller ID status

File:RepPhonesCallerID.png

Caller ID column

Icon	Meaning	What to do
Green phone	Caller ID is ready / verified for that number	Click to open Caller ID details (/caller/callerid/<phone_id>/)
Red phone	Caller ID is not set up yet	Use Activate New Caller ID / Caller ID setup so CallProof can verify the number

Tooltip examples:

• Ready: Caller ID Ready for [number]
• Not ready: Setup Caller ID for [number]

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Delete a phone

Steps

1. Click the trash icon.
2. Confirm delete when prompted.
3. Success: Rep phone deleted successfully.

If delete fails

Message / situation	What it means
Can not delete phone number	The phone is tied to call records — it cannot be removed
Not a manager	Delete is blocked; ask a manager
Rep phone deleted failed / not found	Phone already gone or could not be removed — refresh and retry

Good to know

• If a company Twilio number was forwarding to this rep phone, CallProof clears that forward link when the phone is deleted.

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Related: Default Phone on Company Directory Edit

1. Open Company Directory → Edit the user.
2. Find Default Phone.
3. Choose one of the rep’s phones from the dropdown.
4. Use Add/Edit if you need to add numbers first on Rep Phones.
5. Save the user profile.

Default phone is used for features that need “this user’s phone” (for example some call/greeting flows).

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Typical workflow

1. Open Company Directory → open the rep’s phones (/user_phones/<id>/).
2. Add Phone for cell and/or office.
3. Set Default Phone on the user edit page.
4. Verify Caller ID until the column shows green.
5. Edit or delete numbers as the rep’s lines change.

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Tips and important notes

• Browser title is Rep Phones; the page breadcrumb starts at Company Directory.
• These are rep phones, not customer account phones.
• Add/Edit share the same popup form (title switches between Add Rep Phone and Edit Rep Phone).
• Green Caller ID means the number is verified for outbound use; red means complete Caller ID activation.
• Managers delete phones; others can still add/edit depending on how your company uses Company Directory.
• Opening from Company Directory phone links may use a new browser tab.

Need help?

• No phone number found: click Add Phone and enter type, number, and country
• Cannot open another company’s rep: you can only manage your company’s users
• Cannot delete: confirm you are a manager and the phone has no call history blocking it
• Caller ID stays red: complete Activate New Caller ID / verification for that number
• Wrong default for calls/greetings: set Default Phone on Company Directory Edit
• Other issues: email support@callproof.com