How to set up a Voice number in Cue

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This feature is currently in beta and there may be updates as we continue improving

To use the Voice channel in Cue, you need a phone number attached to your workspace. You can either purchase a new number through Cue or port an existing number from another provider (beta). Both paths require regulatory approval before your number goes live. This guide walks through what's needed, how each path works, and what to expect at each stage.

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You will need the Workspace Owner role to set up Voice channels, purchase numbers, and configure call routing. Agents can make and receive calls once the channel is active.

Available regions

Cue supports numbers in South Africa and the United Kingdom. The available number types differ by region.

South Africa

Purchase & Port: Local numbers (e.g. Johannesburg 011, Cape Town 021)
Purchase only: Mobile (+2760 to +2768)

United Kingdom

Local (e.g. London 020, Manchester 0161)
Mobile (+44-7)
Toll-free (+44-800, +44-808)

Regulatory compliance

Before you can acquire a number in Cue, you need to submit a regulatory compliance bundle. This is a set of documents about your business that the number provider reviews to confirm you're authorised to hold a number in that region. The documents required depend on the country and the type of number.

What you need to provide

🇿🇦 South Africa:

Proof of ID (government-issued)
Recent proof of address (e.g. utility bill)
Proof of Business registration number (e.g. CIPC certificate)

🇬🇧 United Kingdom:

Recent proof of address (e.g. utility bill)

How to submit your bundle

Open app.cuedesk.com
Navigate to Connectivity → Compliance
Select New bundle
Choose the country and number type you want a number for
Complete the Business details section
Upload the required documents
Review and submit

Once submitted, your bundle is reviewed for compliance, and will appear as “Pending Review” in the platform, followed by a confirmation email to all Workspace Owners:

Approval takes up to three business days. You'll be notified by email once your bundle is approved and you can proceed to acquire a number.

If your bundle is rejected

Common reasons for rejection include missing documents, mismatched address details between documents, or incomplete business registration information. You will receive a notification thereof and will be able to resubmit with the guidance of our team.

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Documents submitted for one number can be reused for future numbers in the same country - you do not need to resubmit them each time.

Purchase a new number

The purchase path is the fastest way to get a number. Once your regulatory bundle is approved, you can search available inventory and buy a number directly through Cue. The number is provisioned immediately and ready to be attached to a Voice channel.

How to purchase a number

Open app.cuedesk.com
Navigate to Connectivity → Phone numbers
Select Buy number
Choose the country and number type
Browse the available numbers and select one
Select Purchase number to confirm the purchase

The number is provisioned immediately and appears in your workspace as Active. You can then attach it to a Voice channel and start configuring routing, greetings, and business hours.

Port an existing number

Porting lets you transfer a phone number you already use with another provider into Cue, so you keep the same number your customers already know. Porting is a manual, coordinated process that takes longer than purchasing - it involves your current provider and the losing carrier network. Timelines and requirements differ by country and number type.

Before you start

Your regulatory bundle for the destination country must already be approved.
Do not close the account or deactivate the number with your current provider during the port - this will cause the port to fail and the number may be recycled by the network.

South Africa

Porting in South Africa is available for local numbers only (021, 011).

Timeline	4 to 6 weeks
What you need to provide	Letter of authorisation on company letterhead. Company name, registration details, physical address, and the number range to be ported. Proof of address (invoice less than 3 months old).

United Kingdom - mobile numbers (+44-7)

Timeline	5 to 7 business days once the PAC is submitted
Method	PAC (Porting Authorisation Code)
PAC format	3 letters followed by 6 numbers, e.g. ABC123456
How to get a PAC	Text the word PAC to 65075 from the SIM or handset of the number you want to port. You will receive the code within 2 hours. Alternatively, request it from your current provider.
PAC validity	30 days from issue

United Kingdom - local numbers (+44-1, +44-2)

Timeline	4 to 6 weeks
What you need to provide	LOA (filled in digitally, not handwritten). Current provider name and their contact email. Site address (must be in the United Kingdom). Billing document less than 3 months old. The number or numbers to be ported.

UK providers we cannot port from

In rare cases, a number cannot be ported due to missing porting agreements between the losing provider and our carrier partner. The following UK providers are known to be unsupported:

Dial 9
Telecoms World
Intelligent Telecoms Routing Ltd
Core Telecom
Invade International Ltd
Suretec Systems
Wavecrest Networks Limited

How to port a number

Open app.cuedesk.com
Navigate to Connectivity → Phone numbers
Select Port number
Choose the country and regulatory bundle
Enter the number to port, Current provider and Account holder fields
Select Submit port request

If a porting request is rejected

Once a porting request has been submitted to the losing provider, they can reject it for a number of reasons. The most common are set out below. If your port is rejected, your support contact will let you know the reason and what needs to be corrected.

Incorrect site address

The address on the LOA doesn't match what your current provider has on file. Confirm the address on record with your provider. If it's out of date, update it with them first, then let us know so we can ask the carrier to resume the port.

Invalid or incomplete range of numbers

The number being ported is part of a larger continuous block, and the carrier requires the whole range to be included. Check with your provider whether your number is part of a range, and either include all associated numbers in the request or ask the provider to break the range down.

Inactive number or outstanding charges

The number is not currently in service, or there are outstanding charges on the account. Contact your provider to reinstate the number and settle any outstanding charges before the port can be resumed.

Frequently asked questions

Can I configure my number while I wait for regulatory approval?

No. Configuration is only available once a number is active in your workspace, which requires the regulatory bundle to be approved and the number to be acquired.

Do I need to submit separate documents for each number?

No. Once you have submitted and had approved a regulatory bundle for a country and number type, you can use it for further numbers in that country without resubmitting.

How long does the full setup take?

For a purchased number, allow up to 3 business days for regulatory approval, then a few minutes to purchase and configure. For a ported number, allow 5 to 7 business days for UK mobile, and 4 to 6 weeks for all other number types.

Can I have more than one number in my workspace?

Yes. You can add as many numbers as you need. Each number can be attached to its own Voice channel.