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United StatesMain phone number
When your company has multiple offices or branches, allocating a separate phone number for each location leads to confusion among customers and within your team, because callers don’t know which number to ring, branches can’t cover for one another, and you lose sight of all those separate numbers.
One central national main phone number for all your offices and branches solves this problem. Your customers remember one easy number and when a call comes in, a voicebot briefly asks for example their postcode, which product they’re interested in, or which branch they’re a customer with, after which the call is routed to the right location based on that answer. Whether you have two locations or two hundred, every call reaches the right place without manual transfer.
- One central national number for all offices and branches
- Voicebot asks for postcode, product, or branch name
- Scales from 2 to 200+ branches
- Callers always reach the right branch
Benefits of a central main phone number
Discover how one central national number for all your offices and branches simplifies communication and improves the caller experience.
Voicebot asks for postcode
The voicebot asks the caller for their postcode and routes the call to the office or branch that serves that postcode area, so your customers always reach the right local location without your receptionists needing to manually transfer.
Voicebot asks for product or branch
The voicebot can also ask which product the call is about or which branch the caller is a customer with, so you route calls according to your company structure rather than just geography, which suits companies where offices work by product line or customer group.
Smart combination
You combine methods by first filtering on postcode and then asking about product or branch, so callers in one short conversation reach the right person. Routing based on the caller's area code is also possible as an alternative to a voicebot question.
How a central main phone number works
You select one central main phone number that you use everywhere, on your website, invoices, marketing materials and business cards, and we set up the voicebot behind it. As soon as a call comes in, the voicebot asks the caller for example their postcode, which product it’s about, or which branch they’re a customer with, and then routes the call to the location that matches that answer.
You specify which offices or branches serve which postcodes, products, or branches, and the system distributes calls based on the caller’s answer, so hundreds of simultaneous calls without any manual effort go through all your locations. If you have one branch per region and prefer not to ask the voicebot question, area code routing is also an option where the system looks at the caller’s area code and immediately routes the call to the corresponding branch.
Turn a strong website into a national phone channel
If your website already attracts visitors from across the country, one central national main phone number is the logical next step. You place one number on your site and allow incoming calls to be distributed to local offices, regional branches, or franchise partners based on where the caller is located or which product they’re seeking, so your website does the marketing and the main phone number does the routing.
This works particularly well for companies that generate leads online but serve customers locally. The caller rings one number and is connected without noticeable delay to the right branch, and it matters that customers don’t have to find out which office serves their area.
One number your customers remember
One central main phone number is easier to remember, easier to print on marketing materials and easier to manage, because you use the same number everywhere instead of displaying a different number per branch on your website, invoices and business cards.
When a customer calls, they don’t need to know which office or branch serves their area, because the voicebot itself determines it based on their postcode, product, or branch name. This creates a consistent experience regardless of how many locations you have or how often branches open and close.
Branches cover for one another
With a central main phone number you also configure overflow routing between branches, so calls automatically go to the next nearest branch or to a central team when one location is busy or closed. If a branch is closed for holiday or refurbishment, you route that branch’s calls temporarily without changing the number customers call.
With this flexibility you never miss a call just because one location is unavailable, because the main phone number handles the complexity and the caller always gets someone on the line.
National main phone numbers in every European country and the USA
CallFactory activates not only a national main phone number in your home country but in every European country and in the United States, so when you expand to a new market you immediately activate a locally recognised central number there instead of a foreign number that puts customers off.
When you enter a new market with one office, with a network of branches or with local partners, we programme the routing behind the new main phone number exactly as you want, with the same voicebot questions about postcode, product, or branch name that you use in your home market, or with a country-specific variant.
We have extensive experience and references in this area including Poland, Czechia, Germany, the Netherlands, Belgium, France, the United Kingdom, Sweden, Finland, Ireland, Austria, Switzerland, Spain and Italy, where our customers from one CallFactory account manage all their European and American telephony.
Combine with other features
A main phone number fits well with the rest of your call flow. Add a selection menu so callers first choose a department before being routed to a branch. Use a welcome message to greet callers and set expectations. Route calls outside business hours to voicemail or an on-call number via calendar-based routing.
For companies with offices in multiple countries, you combine a main phone number with international phone numbers, each with its own local routing and all managed from one CallFactory account.
Included with every number
A central main phone number is included with every CallFactory number, with small monthly costs per office or branch potentially applying depending on the number.
This feature is available with every UK phone number or international phone number.
More about other features
Find more information about our features that can improve communication in your company.
Phone menu (IVR)
Help callers reach the right person immediately. With a simple menu, you route every call to the right employee or department.
Calendar-based call routing
Automatically route calls based on your schedule. Office hours, rotating shifts, holidays, and on-call rosters — calls always reach the right person at the right time.
Change call destinations
Route calls to any device (mobile, landline, or VoIP), change destinations anytime from your dashboard, add as many extensions as you need, and route calls to colleagues worldwide.
Main phone number FAQ
Get clear answers about a central national main phone number and how it works for companies with multiple offices and branches.
As soon as a call comes in, the voicebot asks for postcode, product, or for example branch name and routes the call to the location that matches that answer, so you no longer need manual transfer.
Yes. If you have one branch per region and don’t want to ask the caller, you set up area code routing, where the system looks at the caller’s area code and routes the call directly to the corresponding branch.
Yes. If a branch is closed, busy, or temporarily unavailable, we redirect calls to another office or a central team. You let our fantastic support team know and the change goes live immediately.
Yes. You add a selection menu so callers first choose a department, for example press 1 for sales and press 2 for support, after which they are routed to the right office based on their location or product.
There is no limit. Whether you have two or two hundred offices and branches, the system scales with the routing, so hundreds of simultaneous calls without any manual effort are distributed across all your locations.
Yes. You use a local number, a regional number, or a national number as your main phone number, with routing working the same way regardless of number type.
It depends on the number type. National numbers are usually included in calling plans at no extra cost to the caller, toll-free numbers are free to call, and local numbers are charged at local rates.
A central main phone number is included with every CallFactory number, with small monthly costs per office or branch potentially applying depending on the number.
