Phone numbers
Getting a number
Connect a number you already own. Two ways:
- Bring your own carrier - connect your own carrier account and import numbers you already hold there. Supported carriers include Twilio, Telnyx, SignalWire and Plivo. Connect the carrier account's credentials first, then import the number from that account.
- Connect a SIP trunk directly - register with any SIP-capable operator using the credentials it gave you, with no other provider in between.
Buying a new number through Glytos is not available by default: the request is refused
with 403 number_purchase_disabled. Get the number from your carrier and connect it
as above.
Some countries do not allow numbers to be bought online and require registration with a local carrier. Turkey is one: connect a SIP trunk.
SIP trunks
Pick SIP Trunk (direct) when connecting a number, choose your carrier, and enter the SIP username and password it issued. Presets fill in the server, port and transport for carriers we have details for; anything else is entered by hand, so an operator that is not on the list works the same way.
Glytos registers with the carrier as that account, and a number is only attached once its trunk registers. Test connection re-runs the registration at any time. Registration proves the trunk's credentials, not that each number you attach to it belongs to that account - there is no carrier API to ask - so attach only numbers your carrier assigned to that trunk.
| Field | What it is |
|---|---|
| Carrier | A preset, or "Other carrier" to enter everything yourself |
| SIP server | The host your carrier gave you, e.g. sip.example.com |
| Port and transport | Usually 5060 over UDP; TCP and TLS are available |
| SIP username | The account or line id your carrier issued |
| SIP password | Stored encrypted and never returned by the API |
The trunk's state shows on the number. Connected means calls arrive. Any other state comes with a sentence saying why and what to do:
| State | What it means |
|---|---|
| Connecting | A new or edited connection is registering with your carrier |
| Reconnecting | The carrier dropped or could not be reached. Glytos retries automatically |
| Action needed | The carrier refused the username, the password or the account. Fix it with your carrier, then update the connection |
| Checking | The line's state could not be confirmed recently. Glytos keeps checking |
Reconnect now retries straight away, at most once a minute. A line that stays
down for five minutes is emailed to the organization's managers, and again when it
comes back. Subscribe to sip.trunk.down and sip.trunk.registered to be told in
your own systems; each carries a reason code (credentials, forbidden,
unreachable, carrier, service, config or unknown).
Minutes on a SIP trunk are billed by your own carrier, not by Glytos. You are charged for the AI on the call and the platform fee, as with any other number.
Assigning an agent
A number points at one agent. An inbound call reaches that agent; change the agent and the next call gets the new one.
Outbound
Place a single outbound call over the API, or run a list with a campaign.
Either way the number is checked against your do-not-call list before it is dialed. A call placed over the API honours the whole list: it cannot say what kind of call it is, so it is not offered the narrower settings a campaign has.
The from_number of an API call must be a number your organization has connected;
when it is left out, one of your connected numbers is used. The variables field of a
call request is applied to text sessions only and is not passed into a phone call, so
do not rely on it to fill a phone agent's prompt. A campaign
is the way to give each outbound call its own values.
Outbound calling is regulated and the rules differ by country - consent, calling hours, identifying yourself. Complying with them is your responsibility.
Voicemail
Outbound calls can detect an answering machine and either leave a message or hang up,
instead of talking to a beep. See voicemail in Prompt agents.
Detection is done by the carrier. A number on a SIP Trunk (direct) has no answering-machine detection, so on those calls the agent answers whatever picks up.