Phone Setup How to connect a voice provider, supply the right credentials, and route calls to departments.

Operations, Setup, Phone Setup. Connect a voice provider so the platform can place and receive calls. You need the internal operations capability. Comms is where calls are actually worked; this is where the provider behind them is configured.

Choosing A Provider

The catalogue is organised by jurisdiction, because voice is a regulated service and the right provider depends on where you operate. Providers include Twilio, Exotel and Maqsam, among others.

Pick on coverage first, not price. A cheaper provider without proper presence in your market produces poor call quality and number-provisioning problems that cost far more than the difference.

Connecting

Each provider asks for different credentials, matching what that provider actually issues. You get these from the provider's own console.

Twilio asks for the Account SID, an API Key SID, the API Key Secret, the Auth Token, and your caller ID - the Twilio number calls originate from.

Exotel asks for the region (India or Singapore), the Account SID, an API Key and an API Token.

Maqsam asks for your subdomain, an Access Key ID and an Access Secret.

1. Open the provider's console and create an API key.
2. Copy each value into the matching field.
3. Save and test.

Credentials are stored securely and are not displayed again after saving. Keep your own copy in your password manager.

Routing Calls

Once a provider is connected, calls route to departments rather than individuals, so cover does not depend on one person being at their desk.

Set this up against your actual department structure. A call routing to a department with no members reaches nobody, in the same way an inbox with no owner does.

Before You Publish A Number

1. Place a test call out from the platform.
2. Call the number from an outside phone.
3. Confirm it reaches the right department.
4. Confirm what happens when nobody answers - this is the case everyone forgets, and it is the one customers experience.
5. Check the call is logged against the right record.

Common Questions

Which provider should I use? Whichever has proper coverage where your customers are. Ask the provider directly about the countries you operate in before committing.

Can I keep my existing number? Number porting is handled by the provider, not the platform. Start that conversation with them early - it takes weeks, not days.

Calls connect but are not logged. Check the call is associated with a contact. Calls to unknown numbers have nothing to attach to until the number is matched to a contact.

Can I have numbers in several countries? Yes, subject to your provider. Each country has its own regulatory requirements for owning a number.