Connect telephony with a SIP trunk

A SIP trunk connects the platform to the carrier that carries calls. Phone numbers are then associated with that connection and routed to the appropriate agent.

Navigation pathTelephony → SIP trunks → Add SIP trunk

PrerequisitesCarrier connection details from your telephony administrator.

Usage steps

Review the existing SIP trunks before adding another connection. Check the direction, termination URI, protocol and status.
Select Add SIP trunk. Choose a carrier from the list for pre-filled technical settings, or choose Set up my own carrier.
For your own carrier, enter the SIP host and choose the authentication approach shown, such as Username & password or Fixed IP address.
Continue through Carrier, Advanced and Verify. Use the values supplied for your carrier and review verification results before completing the setup.
After saving, confirm the trunk is available and connect the appropriate phone numbers.

Connect telephony with a SIP trunk — Figure 24. The trunk wizard has Carrier, Advanced and Verify stages.

Expected result. A carrier connection is available for number routing.

Practical notes and troubleshooting. Some settings are organisation-managed. Obtain the actual carrier values rather than copying an example URI or IP address.

Add a number and receive inbound callsA phone number defines where inbound calls go and whether the number can be used for outbound caller identity. It must be associated with the correct trunk and agent.Manage call rules and blocked numbersCall rules control blocked numbers and answering-machine detection. The page states that these rules are tenant-scoped, so their effect can extend beyond a single agent.