I'm unable to add a phone number to Web Widget (Classic)

Issue symptoms

I have multiple phone numbers, but when configuring Talk in Web Widget (Classic), the number I want to add is not listed under Phone number to display.

Resolution steps

When you select Group Routing, Talk presents callback requests to available agents in this group.

If you set up group routing, ensure that each number is set up to route to the group for which you configure group routing. This rule also applies to how the number is configured, even when an IVR has been deployed.

Fix for group routing

1. Go to Admin Center > Channels > Talk > Lines. Locate the Talk number that is not shown.
2. Open the Routing tab.
3. Enable the group you are trying to use as a group for call routing.

Fix for IVR routing

1. When using an IVR, the Web Widget (Classic) still checks the Group Routing configuration for which groups to display.
2. Temporarily turn off the IVR setting. You don't have to save the changes until the procedure is completed, so this will not affect your calls.
3. Switch on the group you want to use.
4. Turn the IVR back on and Save the changes.

For more information, see these articles:

• Using Web Widget (Classic) to embed customer service in your website
• Routing incoming calls to groups of agents
• How do I set up an IVR?