Phone Number Lifecycle Management
Overview
Phone Number Lifecycle Management provides a centralized way to reserve, assign, monitor, and release phone numbers within the Admin UI.
It enables users to reserve numbers from a shared Concentrix number pool, assign them to voice flows, and manage phone number-to-flow associations throughout their lifecycle.
The feature also includes lifecycle monitoring and visual health indicators to help administrators quickly identify the status of a phone number based on its usage and activity:
Yellow: Indicates a phone number that is inactive or approaching an attention threshold and may require review.
Red: Indicates a phone number that has remained unused beyond the defined threshold and may be a candidate for reassignment or release.
This helps administrators efficiently manage phone number inventory, optimize resource utilization, and maintain operational visibility.
What Problem It Solves
Replaces siloed number reservation
Eliminates organization-specific number reservation models that are difficult to manage in multi-organization environments.
Provides a centralized and scalable approach to voice number management across the platform.
Enables self-service for flow builders
Allows builders to reserve and manage voice numbers directly within the platform.
Reduces dependency on support teams and speeds up voice deployment.
Improves operational control
Gives administrators a centralized view of all voice numbers and their assignment status.
Tracks the Last Call timestamp to support monitoring, reassignment, and lifecycle management decisions.
Prevents assignment conflicts
Prevents users from assigning a voice number that is already in use.
Blocks the deletion of flows that still have active number assignments, helping maintain service continuity and configuration integrity.
Why use Phone Number Lifecycle Management
Supports multi-org number management
Eliminates the siloed reservation model that breaks down across organizations.
Accelerates voice deployments
Gives flow builders self-service access to reserve and assign numbers.
Improves visibility
Provides administrators with operational insight through:
Assignment status
Last Call data
Visual health indicators
Reduces errors
Prevents invalid actions such as:
Reusing a number that is already assigned
Deleting a flow that still has an active number mapping
Feature goals
Centralized Pool Management
Provide a searchable and filterable view of all available numbers.
Support number discovery by types such as:
Area code
Toll-free
Flow-to-Number Mapping
Support mapping between reserved numbers and voice flows.
Allow assignment management with built-in guardrails.
Operational Visibility
Show usage data such as Last Call.
Surface health indicators to help administrators identify stale or at-risk numbers.
Conflict Prevention
Prevent invalid actions such as:
Reassigning in-use numbers incorrectly
Deleting actively assigned flows
Systems involved
Platform scope
According to the JIRA description, this feature spans multiple IXHV platform components:
Admin System
Channel Gateway System
Configuration System
Runtime Engine System
What this means for users
Although users primarily interact through the Admin UI and Flow Editor, the feature depends on platform-wide coordination for:
Number availability
Flow assignment
Runtime usage tracking
Lifecycle monitoring
How the feature works
Centralized Phone Number Pool
Browse a shared Concentrix pool of available phone numbers from a single location.
Use built-in search and filtering options to quickly find numbers that meet your requirements.
Reservation Model
Reserve a phone number directly from the shared pool.
Once reserved, the number is removed from the shared inventory and becomes available exclusively within your organization.
This ensures organizations can manage their assigned numbers independently while maintaining centralized governance.
Flexible Number Assignment
Assign a reserved phone number to a voice flow.
Start the assignment process from either:
Number View: Assign a flow while managing phone numbers.
Flow View: Select and assign a phone number while configuring a voice flow.
Assignment Guardrails
Displays only reserved, unassigned phone numbers when assigning a number to a flow.
Prevents duplicate assignments and helps avoid configuration conflicts.
Ensures each phone number is associated with only one active flow at a time.
Lifecycle Monitoring
Tracks the Last Call timestamp for every reserved phone number.
Provides visibility into recent number activity to support monitoring and lifecycle management.
Helps administrators identify inactive numbers and make informed reassignment or cleanup decisions.
User workflow
1. Reserve and manage Phone Numbers
Login to the Customer v2 interface, select Reserve a New Number.
Browse the shared pool of available phone numbers.
Use search and filtering options to locate a suitable number.
Common filters include:
Area code
Toll-free numbers
Select the desired number and click Reserve.
Once reserved:
The number becomes available for use within your organization.
It is added to your organization's Reserved Numbers list.
Use the Reserved Numbers page to monitor:
Assignment status
Last Call timestamp
2. Monitor Number Lifecycle
The platform tracks a Last Call timestamp for every reserved phone number.
This information helps administrators:
Monitor number activity.
Identify inactive or underutilized numbers.
Make informed decisions about reassignment and lifecycle management.
3. Assign a Phone Number to a Flow
You can assign a reserved phone number to a voice flow from either location:
From Number View
Select a reserved phone number.
Choose the voice flow you want to associate with the number.
From Flow Editor
Open the voice flow.
Select Assign Number.
Choose a reserved phone number from the available list.
Note: Only reserved phone numbers that are not currently assigned to a flow are available for selection.
4. Reassign or Unassign Phone Numbers
To update existing number-to-flow mappings, you can:
Unassign a phone number from its current flow.
Reassign a flow to a different reserved phone number.
This provides flexibility when updating routing configurations or managing number usage.
5. Release a Phone Number
Flow publishers can release reserved phone numbers that are no longer needed. Releasing a number returns it to the global pool of available phone numbers, making it available for reservation by other organizations.
Select Release Phone Number to release a reserved number.
A confirmation prompt appears before the release is completed.
Once released, the phone number is removed from your organization's reserved numbers list and returned to the global available number pool.
Important: Phone numbers that are currently assigned to a flow cannot be released.
To release an assigned phone number:
Unassign the phone number from the flow.
Return to the phone number details or management view.
Select Release Phone Number.
Confirm the action to return the number to the global pool.
This safeguard helps prevent accidental disruption of active voice flows and ensures that phone numbers are only released when they are no longer in use.
6. Deletion Safeguards
To prevent accidental service disruptions, flows with active phone number assignments cannot be deleted.
The Delete option is disabled for flows that have an assigned phone number.
A tooltip explains that the phone number must be unassigned before the flow can be deleted.
Reservation behavior
Shared pool access
Numbers come from a shared Concentrix-managed pool.
Org-level availability after claim
Once reserved, a number is available to the reserving user’s organization.
Centralized discovery
Users can search and filter numbers before reserving them.
Conflict prevention and guardrails
Prevent number reuse issues
The system only allows assignment from numbers that are:
Reserved
Currently unassigned
Prevent invalid flow deletion
If a flow is actively assigned to a number:
Deletion is disabled
The user is told to unassign the number first
Improve flow integrity
These guardrails reduce the risk of breaking live or configured voice routing accidentally.
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