Removing a Phone Number from Screen Pop & Voice Apps After Porting Out

🧭 Overview

When a phone number is ported out to a new provider, it's important to remove its association from EvoVoice and HostedSuite systems to avoid misrouted calls, failed lookups, or UI confusion (e.g., screen pop-ups from unassigned numbers). This guide outlines the clean-up steps to take once a number has been successfully ported out.

✅ When to Use This Guide

Use these steps after the following conditions are met:

• Porting has been confirmed and completed by the new provider

• Number is no longer in use within the Evo PBX

• Client no longer needs to view or track activity related to that number in Evo

🪜 Step-by-Step Instructions

🔹 Step 1: Remove the Number from PBX Routing

1. Log in to the Evo Admin Panel or PBX portal.

2. Navigate to Call Routing / Inbound Numbers

3. Find the ported number (e.g., +1 212-555-7890)

4. Remove or unlink it from any:

   • Call flows or IVRs

   • Users or extensions

   • Time schedules

5. Save and apply changes

🔹 Step 2: Disable Associated Rules or States

1. Check if the number has:

   • Custom states (e.g., forwarding or after-hours)

   • Call schedules or holiday routing

2. Delete or deactivate any rules still linked to this number

3. If applicable, update any "Call Forward" rules that were routing to this number

🔹 Step 3: Remove from Screen Pop Settings

1. In HostedSuite Console Settings:

   • Go to Screen Pop / Caller ID Triggers

   • Look for the ported number under any configured triggers or CRM integration fields

2. Remove the number from the list or mapping configuration

🔎 If you skip this step, calls to that number may still trigger screen pop-ups even after it's ported out.

🔹 Step 4: Update CRM or 3rd-Party Integrations

If EvoVoice or HostedSuite is integrated with:

• Zoho, Salesforce, HubSpot, or another CRM

• Helpdesks like Freshdesk or Zendesk

Ensure the number is removed from:

• Client contact records

• Call log mapping fields

• CTI triggers

🔹 Step 5: Remove from Voice Application Licensing (If Applicable)

If the number was tied to a voice app or license seat, remove the number from:

• Voice license pool

• SIP trunk assignments

• User profile in softphone systems

🧪 Troubleshooting & Reminders

🆘 Still Need Help?

If the number is still triggering calls or screen pop after clean-up:

• Open a support ticket with subject: "Ported Number Still Active – Cleanup Needed"

• Include the number, client name, and port-out date