Live calls is the on-switch for your agent. Until it's enabled, your agent won't answer real calls — only test calls you make to it directly. You enable live calls under Agent → Phone Setup.
This article covers turning live calls on and getting callers connected. For when your agent is available to answer, see Setting your agent's schedule and failover. For blocking specific numbers from getting through, see Filtering spam and blocking unwanted callers. If your agent isn't picking up, see My agent isn't answering or forwarding calls correctly in Troubleshooting.
Your CoreReach phone number
CoreReach assigns you a dedicated phone number when you finish onboarding. You'll see it displayed on the Phone Setup page, formatted (e.g., +1 415-555-0123).
If you don't have one yet — or your assignment didn't complete during onboarding — the page shows a Request a CoreReach Phone Number card. Click it to assign one.
To request a different area code, use the link beneath the displayed number. A modal opens for a 3-digit area code, and the request is sent to our team to handle (it isn't self-service — area-code availability and porting rules vary).
Two activation modes
Pick one of two ways to put your agent in front of callers:
Forward Calls — keep using your existing business number. You set up call forwarding on your carrier so that calls to your business number ring through to your CoreReach number, where your agent picks up.
Use CoreReach Number — give your CoreReach number directly to your customers. No forwarding setup needed.
The mode lives at the top of the Phone Setup page as two toggle cards. You can switch modes later by changing the selection here.
Forwarding your business number
If you choose Forward Calls, the page walks you through carrier-specific instructions:
Pick your phone system type — Cell Phone Networks, Business Phone System (VoIP or PBX), Landline, or Phone built into my property software.
Pick your provider — AT&T, Verizon, RingCentral, Comcast Business, etc. (the list adjusts based on the system type you picked). Every list ends with Other if yours isn't there.
Follow the instructions that appear. For a mobile or landline that's a dial code with your CoreReach number embedded — for example, "Dial *72 followed by +1 415-555-0123." For a business phone system it's a change in your provider's admin portal.
Test the forwarding by calling your business number from another phone. Check the box confirming the test succeeded before saving.
Which line are you forwarding?
If you're on a business phone system, this is the question that decides whether forwarding works. Most systems let you forward your own extension and your main business number separately, and they're different settings — changing your own desk line leaves the number customers actually dial ringing exactly as before. The instructions for each provider cover both, and the main-number version usually needs an administrator sign-in.
If your provider isn't listed
Choose Other. You'll get general guidance for your kind of system, plus a box to tell us what you use — we'll write proper instructions and email you when they're ready. You can still complete setup in the meantime.
If you use call tracking
If your marketing number is a CallRail or CallTrackingMetrics number, its destination is changed in that dashboard rather than on your phone system. If you advertise both a tracking number and your real one, you'll need to update each.
Using your CoreReach number directly
If you choose Use CoreReach Number, there's nothing to configure. Just share your CoreReach number with your customers and your agent will pick up when they call.
What can block activation
A few conditions will prevent live calls from being turned on:
No CoreReach phone number assigned. Request one from the page first.
No minutes remaining (Limited only). The page shows a "No minutes remaining" error with a link to Account → Billing to buy credits or upgrade.
Billing frozen. If your account has a billing issue — for example, an unresolved failed payment — activation is blocked until billing is back in good standing. Visit Account → Billing to resolve.
Once those are clear, the activation toggles unlock and your agent is live.