> ## Documentation Index
> Fetch the complete documentation index at: https://omni.fireflo.au/llms.txt
> Use this file to discover all available pages before exploring further.

# Numbers and IVRs

> How to see your voice numbers, send each one's calls to an IVR, an extension or another number, design and publish IVRs, and ring someone into one.

Your **numbers** are the phone numbers (DIDs) people call, and that your calls can show.
An **IVR** is what a caller hears and presses: greetings, menus, opening hours, and
where they end up. Voice → Numbers decides where each number's calls go; Voice → IVRs is
where the IVRs are made.

## Numbers

**Voice → Numbers** lists your numbers:

* on **your own FireTone**, every number in your organisation, with its monthly rental;
* on **FireFlo's FireTone**, the numbers FireFlo has given your account. To get one,
  ask [support@fireflo.au](mailto:support@fireflo.au).

<Frame caption="Voice numbers: where each number's calls go, whether it is in service, and which one calls show.">
  <img src="https://mintcdn.com/fire-flo-omno/qMiP0VYTVwEeCAoo/images/channels/voice-numbers.png?fit=max&auto=format&n=qMiP0VYTVwEeCAoo&q=85&s=eb37bd5eb2c4568ac23309a96363280e" alt="The Voice numbers list" width="1440" height="900" data-path="images/channels/voice-numbers.png" />
</Frame>

For each number:

| Column | What you can do |
| :- | :- |
| **Calls go to** | Send its calls to **an IVR**, **an extension** or **another number**. Only published IVRs that answer a number are offered. Queues and other destinations set in FireTone are shown as they are. On FireFlo's FireTone, you choose among your own IVRs; anything else is set by FireFlo. |
| **In service** | Switch it off and the number refuses calls; switch it on and it takes them again. |
| **Caller ID** | The number your outgoing calls show reads **Calls show this**. Choose another to have calls show it instead. On FireFlo's FireTone, FireFlo's own caller ID is never used for your calls. |

On your own FireTone, numbers are added in FireTone itself. If you have no IVR yet, the
page points you to make one first.

<Note>
  When FireFlo takes back a number it gave your account, the number also goes out of
  service.
</Note>

## IVRs

**Voice → IVRs** lists your IVRs with their **standing**:

| Standing | Meaning |
| :- | :- |
| **Draft — not answering calls** | Never published. |
| **Live (v3)** | Published; version 3 is answering. |
| **Live (v3) · unpublished changes** | Version 3 is answering, and newer changes wait to be published. |

<Frame caption="IVRs, with their standing and the calls placed into them.">
  <img src="https://mintcdn.com/fire-flo-omno/qMiP0VYTVwEeCAoo/images/channels/voice-ivrs.png?fit=max&auto=format&n=qMiP0VYTVwEeCAoo&q=85&s=fad582a89fe84d8e2d2eea4b71189f5d" alt="The IVRs list with Design, Publish and Ring actions" width="1440" height="900" data-path="images/channels/voice-ivrs.png" />
</Frame>

### Make and publish an IVR

<Steps>
  <Step title="Make it">
    Give the new IVR a name and choose when it runs: **Answers a number** (for calls
    that ring in) or **Runs on calls you place** (for ringing people into it, and for
    [voice broadcasts](/channels/voice-calls#voice-broadcasts)).
  </Step>

  <Step title="Design it">
    **Design** opens FireTone's IVR designer in a window of its own, through a one-time
    link. If nothing opens, allow pop-ups for OMNI and try again. OMNI picks up what you
    save there.
  </Step>

  <Step title="Publish it">
    **Publish** asks FireTone to check the IVR first. If it finds a problem, the IVR isn't
    published and OMNI says which step and why; if it has only a warning, the IVR goes
    live and OMNI lists what is worth fixing.
  </Step>

  <Step title="Send a number to it">
    In **Voice → Numbers**, set the number's **Calls go to** to the IVR.
  </Step>
</Steps>

**Delete** removes the IVR in FireTone too.

<Note>
  On **FireFlo's FireTone**, FireFlo designs IVRs for you: make one here, name it, and ask
  [support@fireflo.au](mailto:support@fireflo.au) to draw it. You can still publish it, send your numbers to it and try
  it from here.
</Note>

## Ring someone into an IVR

Ringing calls a person and plays them an IVR when they answer — a reminder, a survey, a
menu. Any published IVR can be rung into.

<Tabs>
  <Tab title="From a contact's page">
    Choose **Ring into IVR**, then the IVR. OMNI shows the number it rings and the number
    the call shows as. The IVR can say the contact's name as `{{name}}`. The contact's
    calls into IVRs are listed beneath.

    If the contact has opted out or is marked do-not-contact, OMNI warns you and the call
    is refused.
  </Tab>

  <Tab title="From Voice → IVRs">
    Type a number beside the IVR and choose **Ring** — the quickest way to try an IVR on
    your own phone.
  </Tab>
</Tabs>

Every call placed this way is screened for opt-outs, do-not-contact and quiet hours,
recorded in the [call log](/channels/voice-calls#the-call-log), and followed as FireTone
reports it. **Calls placed into IVRs** on Voice → IVRs shows the latest 50.

From your own software, the OMNI API [places the same calls](/developers/calls).

## Who may

| To | Permission | Roles by default |
| :- | :- | :- |
| See numbers and IVRs | See calls and listen to recordings | Owner, Admin, Support, Viewer |
| Route numbers, switch them in or out of service, choose the caller ID; make, design, publish and delete IVRs | Route numbers and design IVRs | Owner, Admin |
| Ring someone into an IVR | Place calls | Owner, Admin, Support |

**The plan must include Voice.**


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