Every agent who places or receives calls needs a number — a DID — as their caller ID. VeloConnect doesn’t hold its own DID inventory; it queries DIDWW live and provisions the number you pick. From your side it feels like one screen, but two systems are doing the work.
Number types
Three families, picked per request:
- Local landline. Country-specific area code (e.g. +49 30 for Berlin, +44 20 for London). Looks domestic to callers in that country.
- Mobile. A real mobile range. Inbound SMS works on top of voice in countries where the regulator allows it. Important for two-way SMS use cases.
- Toll-free. 800-prefix style. The caller pays nothing; your side absorbs the cost. Conventional for support lines.
Availability varies by country — not every type exists in every market.
Requesting a number
The flow is the same regardless of type:
- Open Settings → Phone numbers → Request a number.
- Pick a country and a type. The form refreshes with live DIDWW inventory and the monthly cost for each entry.
- Pick a specific number from the list (or take “next available” if you don’t care which digits you get).
- Confirm.
For most non-KYC numbers, provisioning happens within a few minutes. VeloConnect places the order with DIDWW, configures the SIP routing in PortSIP, and the number shows up in your Phone numbers list as Active. From there you can assign it to a user.
KYC-required numbers
Many regulators require identity verification before a foreign company can hold a number in their country — Germany asks for an ID for mobile ranges, the UK asks for proof of address for landlines, and so on. DIDWW marks these entries as KYC required in the inventory feed; VeloConnect surfaces the flag inline so you see it before you commit.
Today (V1):
- Self-service purchase on KYC-flagged numbers is blocked at the request step.
- The admin who attempted the request gets an alert in-app.
- The admin submits the required documents to DIDWW directly, outside VeloConnect, using DIDWW’s regulatory dashboard.
- Once DIDWW approves and the number is delivered, the admin assigns it to a user from the Phone numbers list.
Coming in a future release:
- A dynamic in-app KYC form per country — upload documents inside VeloConnect, route review through your admin, submit to DIDWW from the same screen.
If you’re not sure which countries are KYC-restricted, DIDWW maintains a country-by-country list in their docs; the inventory flag in the request screen is the authoritative source.
Assigning a number
A number on its own does nothing. Once it’s Active, open it from the Phone numbers list and pick an agent or extension to attach it to:
- As outbound caller ID — every call that agent places goes out from this number.
- As inbound ring target — every inbound call to this number rings the assigned agent (or the queue you point it at).
A single agent can hold several numbers — common when an agent covers multiple markets and wants the right local caller ID for each.
Releasing a number
When an agent leaves the team, do one of two things with their number:
- Reassign — give it to whoever picks up that agent’s customers. Continuity for inbound callers.
- Release — hand it back to DIDWW. Billing stops the moment the release goes through (no proration partial-month wait).
A released number isn’t held for you. If you change your mind a week later, you can re-request it only if it’s still in DIDWW’s available inventory; otherwise it’s gone or sitting in another tenant’s account.
Audit trail
Every provisioning event — request, approve, assign, reassign, release — is written to the audit log with the admin who triggered it, the timestamp, and the number. Useful when finance asks where a charge came from, or when a customer asks why an old number stopped working. See Audit log.