Day Interpreting
Your account

Recognized numbers — skip account ID & passcode

Add your office, reception, or toll-free line so callers from those numbers reach an interpreter without entering the account ID and passcode. Optionally attribute calls to a specific team member.

Recognized numbers let callers from a known phone line — your reception desk, main office, or shared toll-free — connect to an interpreter without entering the account ID and passcode. The IVR matches on the number your carrier sends, then goes straight to the language menu. Add one for every line your team calls from.

Who can use it
Available on every account. Only the account Owner or an Admin can add or remove recognized numbers.
1

Add a recognized number

Settings → Recognized Numbers
  1. Open Settings → Recognized Numbers and click Add Number.
  2. Enter the exact phone number the caller ID will show — starting with a + and the country code. This is the single most common source of mistakes.
  3. (Optional) Add a Label like Reception, Main Office, or HQ Toll-Free so anyone on your team can tell your lines apart.
  4. (Optional) Choose a team member under Bill calls to. Calls from this number will be attributed to them in call history and cost reporting. Leave as Account owner (default) if that's fine.
  5. Click Add number.
Number format is exact
We only recognize an exact match on the caller ID we receive. The + and country code are required.
CorrectWon't match
+1 800 641 9356800-641-9356 — no country code, no +
+44 20 1234 567818006419356 — missing the +
2

Place a test call

Verify it hits

After adding a number, place one real call from that line before you rely on it. This tells you two things at once: the number is the format we expected, and your phone system isn't rewriting the caller ID before it reaches us.

  1. Dial your toll-free number from the phone you just added.
  2. You should hear “Thank you for calling Day Interpreting. Your account has been recognized.” then go straight to the language menu.
  3. If instead you're asked for your account ID — the number we received didn't match what you saved. See the FAQ below.
3

Attribution: who gets billed

Optional per number

When callers use a recognized number, the call is attributed to a specific person for reporting and cost tagging:

  • If you picked a team member in Bill calls to, the call is attributed to that member.
  • Otherwise the call is attributed to the account owner.
  • Either way, the call still bills to your account balance — this only changes who the call is tagged as in call history and cost-center reports.
Have a shared reception line but want calls tagged separately? Add the number twice isn't supported — instead, keep the shared number attributed to the owner, and have staff who need their own attribution use their personal cell number (recognized automatically once it's on their Team Members profile).
4

Team members' phones are automatic

Nothing to do

If a team member has a personal phone number on their profile (Settings → Team Members), it's already recognized. You don't need to add it here — a small footer on this page shows every team-member phone that's recognized, and clicking through to Team Members is where you edit them.

A phone number can only belong to one account across all of Day Interpreting. If you try to add a number that's registered on another account, we'll ask you to contact support to move it.
5

Remove a number

Instant, reversible

Click Remove on any row. Callers from that number will need to enter the account ID and passcode again. Historical calls stay attributed exactly as they were — only future recognition changes.

I added the number but the IVR still asks for account ID. Why?+
Almost always one of three things:
  1. Format: the number needs the leading + and country code. Example: +1 800 641 9356, not 800-641-9356.
  2. Your PBX is masking the caller ID. Many office phone systems replace or strip the caller ID on outbound calls. If that's happening, add the exact number your PBX actually sends (your IT team can tell you, or a test call to any US number will reveal it).
  3. Different number per agent. Some PBXes send a per-agent DID (direct-inward-dial) as the caller ID rather than the main line. Add each agent's DID separately, or add just one and attribute it to a shared team member.
Can I add international numbers?+
Yes. Any E.164 international number works — +44 20 1234 5678, +61 2 8123 4567, etc. The + and country code are always required.
Does removing a number affect who was billed for old calls?+
No. Recognition is applied at the moment of the call. Removing a number only affects future calls — every historical call stays attributed exactly as it was.
Can two accounts recognize the same number?+
No. A phone number can only belong to one account at a time — matching the IVR's global lookup. If you legitimately need to move a number from one account to another, contact support.
Team members can add their own?+
No. Only the account Owner or an Admin can add or remove recognized numbers. A team member's own phone number is recognized automatically once it's on their Team Members profile — no action needed here.
Ops asked me to set this up — can they help?+
Yes. Our ops team can add, remove, and re-attribute recognized numbers on your behalf from the admin side. Reach out via Contact Support.

Related articles

Your Account ID & PasscodeWhat your Account ID and 4-digit Passcode are for, and how to set a custom one or generate a new random code.Your toll-free numberThe dial-in number your account uses to reach interpreters by phone — and how a dedicated number works.Adding & managing team membersInvite colleagues to share your account, assign roles, and enable, disable, or remove access.Profile & preferencesUpdate your name and contact details, set favorite languages and compliance needs, and choose your timezone and notifications.