Skip to main content

Telephony

What is telephony?​

Telephony is a system for managing phone numbers and telephone communication settings for making calls in campaigns and handling incoming calls.

Main Sections​

  • My Numbers — managing rented phone numbers
  • Reserved Numbers — numbers awaiting activation
  • Internal Numbers — managing extensions for operators
  • Internal Number Groups — combining extensions into groups
  • Call Queues — configuring incoming call handling
  • SIP Trunks — configuring connections to telecom operators

Main Functions​

  • Number rental — obtaining new phone numbers
  • Number management — activation, deactivation, deletion
  • Routing configuration — call direction
  • Operator management — internal number configuration
  • Status monitoring — tracking telephony status

Number Rental​

Step 1: Number Selection​

  1. Go to "My Numbers" → click "Add"
  2. Select number from available ones (region, code, cost)
  3. Confirm rental → wait for activation

Step 2: Internal Number Setup​

  1. Go to "Internal Numbers" → click "Add"
  2. Fill in parameters:
    • Number code — unique identifier (e.g., 1001, 1002)
    • Connection type — SIP (recommended), IAX or WebRTC
    • IP address — operator's phone or softphone address
    • Password — for device authentication
  3. Save settings → configure device according to received parameters

Example: Operator John gets internal number 1001, connects his IP phone at address 192.168.1.100, uses password "john123". Now he can receive calls and participate in script training.

Number Management​

Creating Groups​

  • "Internal Number Groups" → "Create Group"
  • Configure name, select extensions, routing rules

Queue Configuration​

  • "Call Queues" → create queue
  • Configure distribution strategy, wait time, music
  • Assign operators to queue

Number Deletion​

  • Check number → click "Delete" → confirm
  • Number moves to "Reserved Numbers"

Number Types​

Rented Numbers​

Purpose: outbound calls for campaigns, incoming calls from customers Features: monthly rental fee, possibility of disconnection, region binding Usage: selection in campaign settings, IVR menu configuration, call routing

Internal Numbers (Extensions)​

What it is: internal numbers are virtual phone numbers within the system used for connecting operators and internal communication. They are not real phone numbers but serve as identifiers for devices and users in the system.

Purpose:

  • Connecting operators to system for call handling
  • Internal communication between employees
  • Handling incoming and outbound calls
  • Script training with operators

Connection types:

  • SIP — standard VoIP protocol for most IP phones
  • IAX — alternative protocol for compatibility
  • WebRTC — for browser applications and softphones

Configuration: device IP address, connection port, authentication password

Number Statuses​

Rented Numbers​

  • Active — working and available
  • Reserved — reserved but not active
  • Deleted — disabled but can be restored
  • Blocked — blocked by system

Internal Numbers​

  • Online — connected and working
  • Offline — disconnected
  • Unavailable — connection problems

Troubleshooting​

Number Not Working​

Reasons: number not activated, provider problems, incorrect routing settings, insufficient funds Solution: check number status, ensure sufficient balance, check routing settings

Extension Won't Connect​

What to check: IP address correctness, password correctness, firewall settings, internet connection stability Solution: double-check all settings, restart device

Common problems:

  • Incorrect IP address — ensure device is on the same network
  • Firewall blocking — check that SIP ports (usually 5060) are open
  • Incorrect password — copy password exactly, without extra spaces
  • Device doesn't support protocol — check compatibility with selected connection type

Restoring Deleted Number​

Procedure: "Reserved Numbers" → find number → "Restore" → confirm → wait for activation

Tips​

Number Management​

  • Plan in advance, rent numbers with reserve
  • Group by regions, use numbers from needed regions
  • Monitor usage and optimize costs

Telephony Configuration​

  • Test settings before launching campaigns
  • Document changes and reserve numbers
  • Monitor connection quality

Security​

  • Use complex passwords for extensions
  • Limit access and monitor activity
  • Regularly update settings
  • Campaigns — using numbers in campaigns
  • Scripts — configuring internal numbers for training
  • Billing — controlling number rental costs