How to assign phone numbers to team members in Justcall for effective call routing

If you’re running a team that handles calls—sales, support, you name it—getting your phone routing right isn’t just a nice-to-have. It’s the difference between happy customers and missed opportunities. This guide is for anyone using Justcall who wants to make sure calls land with the right person, every time, with less hassle.

Maybe you’ve just signed up and you’re staring at a pile of phone numbers. Or maybe your call routing is a mess and you’re tired of hearing, “Let me transfer you.” Either way, I’ll walk you through how to assign numbers to team members in Justcall, what actually works, and a few things to avoid.

Why Assign Numbers Instead of “Just Routing Everything”?

Let’s get this out of the way: handing out a single main number and forwarding every call is a recipe for confusion. Here’s why assigning direct numbers (or DID—Direct Inward Dial) matters:

  • Faster response times: Calls go straight to the right person.
  • Better accountability: You can track who’s handling what.
  • Less juggling: Fewer transfers and less “phone tag.”
  • Cleaner analytics: It’s easier to see performance per team member.

Blindly routing everything to a ring group can work for tiny teams, but if you want to grow (or keep your sanity), you need a system.

Step 1: Get Your Phone Numbers Set Up in Justcall

Before you can assign anything, you need numbers. In Justcall, you can buy numbers for different countries, area codes, or even toll-free lines. Here’s what to do:

  1. Log in to Justcall.
  2. Go to the Phone Numbers section.
  3. Click Buy Number.
  4. Search by country, area code, or type (local, mobile, toll-free).
  5. Buy the numbers you need.

Pro tip:
Don’t overbuy. Start with what you need—one per person or per team. You can always add more later. Some companies get excited and buy a dozen numbers, then use two.

Step 2: Add Your Team Members

You can’t assign a number to someone who’s not in your account. Make sure your whole team is added.

  1. Go to Team > Invite Members.
  2. Enter each person’s email address.
  3. Set their role (Admin, Team Leader, Member). Only Admins can assign numbers.
  4. Send invites. Team members will get an email to set up their accounts.

Heads up:
Think about who actually needs a direct number. Some roles (like back-office or QA) might never take calls.

Step 3: Assign Numbers to Team Members

Now, the main event. Assigning numbers in Justcall is pretty straightforward, but here’s how to do it without creating confusion:

  1. Go to the Phone Numbers section.
  2. Click the gear/settings icon next to the number you want to assign.
  3. Look for the Assign to Team Member or Sharing & Access option.
  4. Select the team member(s) who should get calls to this number.
  5. Save your changes.

A Few Ways to Assign Numbers

Depending on your workflow and team size, you’ve got options:

  • One-to-one: Each team member gets their own number. Clean and direct.
  • One-to-many: One number shared by a small team (like a support group). Best for teams where anyone can pick up.
  • Hybrid: Give managers or key reps direct numbers, but have a shared support line for general calls.

What works:
For most sales teams, direct numbers per rep are best. For support, a shared line routed to a group works—just don’t assign too many people, or you’ll get chaos.

What doesn’t:
Assigning every number to everyone. If “all hands” are getting every call, expect confusion and missed follow-ups.

Step 4: Set Up Call Routing Rules

Just assigning a number isn’t enough. You need to decide what happens when someone calls—especially if the assigned person is busy or offline.

  1. In the number’s settings, look for Call Distribution or Call Routing.
  2. Choose your routing logic:
  3. Direct to team member: Rings only that person.
  4. Simultaneous ring: Rings a group at the same time (for support lines).
  5. Round robin: Distributes calls evenly among a group.

  6. Fallback/forwarding: If no one answers, send to voicemail or another person.

  7. Set business hours, voicemail greetings, and after-hours rules.

Don’t ignore:
- Voicemail setup: If someone is out, you don’t want calls vanishing into the void. - Business hours: Prevents calls waking up your team at 2am.

Ignore unless you really need it:
- Complex IVRs (menus): Unless you have a big team or lots of departments, a simple routing setup is easier for everyone.

Step 5: Test Before You Go Live

Seriously, don’t skip this. Assigning numbers is one thing, but many teams forget to call their own setup before customers do.

  • Call each number from an outside line.
  • See who gets the call, what happens if they don’t answer, and where voicemails land.
  • Try after-hours to make sure calls route as expected.

Pro tip:
Ask someone who wasn’t involved in the setup to test. They’ll catch stuff you miss.

Step 6: Train Your Team (Without the Eye Rolls)

Nobody likes a surprise when the phone rings. Make sure your team knows:

  • Which number they’ve been assigned.
  • What to do if they can’t answer (set status to away, forward calls, etc.).
  • How to check voicemail or missed calls in Justcall.
  • Any backup procedures (like who covers when someone’s out).

Don’t overdo the training. A simple email or five-minute walkthrough is usually enough.

Step 7: Monitor, Adjust, and Keep It Simple

You’re not done after setup. The real world will poke holes in any routing plan.

  • Check call logs: Are calls landing where they should?
  • Ask your team: Are they getting too many or too few calls?
  • Listen to customer feedback: Are people getting stuck in voicemail hell or bounced around?

If something’s not working, tweak the assignments or routing rules. Don’t be afraid to reassign numbers, add a new shared line, or simplify things if people are getting confused.

What To Watch Out For

  • Shared numbers can cause missed follow-ups: If everyone owns a call, nobody owns it. Use shared lines sparingly.
  • Too many numbers gets expensive: More numbers = higher cost. Only assign what you need.
  • Overcomplicated routing: Every extra layer (menus, forwards, complex schedules) is another place for calls to get lost.

FAQs

Do I need a number for every team member?
Nope. Only assign direct numbers to people who take calls from outside. For support teams, a shared line is fine.

Can people have more than one number?
Yes, but it gets confusing fast. Usually, one number per person is enough.

What about SMS?
Justcall lets you use numbers for calls and texts, but make sure your team knows which number to use for each purpose.

How do I remove a team member or reassign their number?
Go to the team member’s profile, unassign the number, and reassign it to someone else. Don’t forget to update call routing if needed.

Keep It Simple, Adjust as You Go

Call routing isn’t rocket science, but it does take a little trial and error. Start simple: assign numbers to the people who need them, route calls where they belong, and make sure your team knows the basics. Monitor what happens, fix what’s broken, and don’t be afraid to change things up.

You’ll save time, avoid headaches, and—most importantly—get your callers to the right person the first time.