Why are my numbers no longer automatically matching my contact’s area codes?

Numbers purchased through PhoneBurner will no longer match your contact’s area code by default. This is now offered through the Local Presence feature. 

Local Presence is only available to customers who are able to prove a business presence in the areas they plan to call. If you would like the ability to match your numbers, a form must be completed and approved to help comply with the Truth in Caller ID Act.

To apply for Local Presence, follow these steps found here. 

If Local Presence has been enabled for your account and you find that your numbers aren't matching area codes  as expected, there are a few possibilities as to why:

• Local Presence will match on the exact area code first if you have one that matches the contact you are calling. If you don't have any numbers that match the exact area code the system will look to see if you own any numbers within the state and PhoneBurner will use one of the other numbers in your pool within that state. When calling numbers located in a state where you don't own any numbers, Number Pools will choose a number at random from the pool you are calling with.

  • Example: On your account, if you call a contact in UT (which has area codes 801, 435, and 385), if you don't own any of those numbers the system will randomly choose from the number pool you are dialing from.  

• In an account with Number Pools enabled, only numbers in the currently selected pool will be used - this means that if you have numbers that could be used to geo-match, but are not in the pool that is selected, they will not be used even if they are the closest match.

• Once you have called a contact, the number used to call them will be tied to that contact. If you are to call them again, the same number would appear to stay consistent and create a better experience even if you now have a number that better matches the area code. The system will continue to use the original number as long as it is not paused and is in the pool of numbers you are dialing with. If you would like to reset the numbers so that you can have them chosen randomly again, please contact support so it can be reset. 

  • Example: You have previously called a contact in UT in the 435 area code while you only had an 801 number in your pool.  If you later add a 435 number to your pool, it will continue to use your 801 number as this is the number this contact has previously seen from you.  

• Sub-admin accounts do not have access to numbers as set up under the main admin account. If you are set up as a sub-admin, you would need to purchase numbers in your account or you would need to give up the sub-admin status.