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UK Number Purchasing Guide and Requirements for Outreach Voice

Birat KC
Updated

Objective

This process applies to users purchasing new United Kingdom phone numbers as well as users submitting UK regulatory information to retain existing UK phone numbers. In order to purchase or retain UK phone numbers for use with Outreach Voice, you must collect required documentation and submit a regulatory application. Our voice provider, Twilio, will then review these materials for approval.

Note: To combat smishing and spam in the telecommunications space, UK regulator Ofcom has issued updated guidelines that Twilio is beginning to require as of February 2024.

Also of note, starting September 30th, 2024, if a UK phone number is not part of a regulatory bundle, the number is at risk of being discontinued.

Applies To

  • Outreach Admins
  • Outreach Users
  • Voice
  • Purchasing Phone Numbers

Before you begin

  • A UK number can be bought using an EIN number. Contact Outreach Support with an excerpt from the US business registration and UK address.
  • UK numbers cannot be recovered if documentation is not submitted by September 30th.
  • If documentation is not submitted by the deadline, calls to UK numbers can still be made but you cannot have an Outreach purchased UK number.
  • Calls using imported UK numbers with documentation can be made but all UK numbers are subject to regulatory change and by using imported numbers, you may have a lower answer rate as carriers may block the call.

Procedure

To submit documentation for a UK number in your Outreach application:

  1. Navigate to Tools > Phone numbers.
  2. To the upper right of the list, click the New phone button.  (Note: No number will be purchased, this is how to start the form submission process)
  3. In the Purchase phone number window, under Country, select United Kingdom (+44).
  4. Complete the required fields as described in the table below.
    Fields Information to Enter/Select
    Business Website Your business website address
    Business Name Your business name 
    Business Registration Number Your government-provided registration number, such as UK Companies House Registration Number
    Street/City/State/Postal code Your physical business location address within the United Kingdom

    Business's legal representative information:

    • Phone Number
    • Email
    • First name
    • Last name
    		 Your legal representative’s phone number, email, first name, last name
  5. Click Submit form.

For granular information from our voice provider on UK regulations and regulatory requirements, please review Twilio's United Kingdom (GB) guidelines.

Please note, your UK address must be within England, Scotland, Wales, or Northern Ireland; addresses from British Overseas Territories (Montserrat, Gibraltar, Bermuda, etc.) or the Crown Dependencies (Jersey, Guernsey, or the Isle of Man) are NOT considered UK addresses, as these locations are not within the United Kingdom itself.

 

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