When a custom phone provider is selected, the Phone Numbers → Verify Bundle flow does not work. Switching the provider back to Lead Connector immediately restores the ability to verify the bundle. This forces agencies to temporarily change providers just to complete bundle verification.

Environment

Area: Settings/Telephony → Phone Numbers

Configuration: Custom phone provider enabled (e.g., myCRMSIM)

Region/Context: AU phone numbers requiring a regulatory bundle verification

Preconditions

Account has a custom phone provider selected and saved.

There is an AU phone number that requires Reg Bundle verification.

Steps to Reproduce

Open the app and navigate to Phone Numbers.

Ensure a custom provider is selected (not Lead Connector).

Locate an AU phone number that requires a regulatory bundle.

Click Verify Bundle.

Actual Result

The Verify Bundle action does not work when the custom provider is selected.

Expected Result

Verify Bundle should work regardless of whether Lead Connector or a custom phone provider is selected.

Workaround

Change the provider to Lead Connector and save.

Go to Phone Numbers and complete Verify Bundle.

Change the provider back to the custom provider and save.

Impact

Blocks or delays regulatory bundle verification for AU numbers when using custom providers.

Creates repetitive, error-prone manual steps for agencies managing multiple client accounts.

Suggested Fix

Decouple the Verify Bundle flow from the selected voice/telephony provider, or ensure the verification endpoint/route supports custom providers the same way it supports Lead Connector.

Please see video for details