Integrations
Telephony and carriers
How the agent takes and places calls on your existing numbers, through the carrier and phone system you already use.
On this page
Your customers keep calling the numbers they already know, and the agent answers them. Telonic connects to your phone system over SIP (the standard protocol business phone systems use to set up and connect calls), through the carrier you already use. Your numbers, your carrier contract and your call routing stay with you. Telonic does not sell numbers or call minutes, and does not act as a carrier.
What connecting your telephony lets the agent do
| Ability | What it means for you | Example |
|---|---|---|
| Answer calls | The agent answers calls your phone system routes to it and holds the whole conversation | Out-of-hours calls to a reservations line |
| Place calls | The agent calls customers through your own trunk, showing your own number | A reminder the day before a handover inspection |
| Transfer to your team | When a caller needs a person, the call passes back to your phone system with a written brief | A caller with a complaint is transferred to the duty manager |
| Take calls in overflow | Calls reach the agent when your queue passes a threshold you set. Configured during implementation | A claims line during a storm |
Your phone system decides which calls reach the agent, and when. Most organisations start with one line or one time window, then extend by changing a routing rule on their side.
Carriers and phone systems Telonic connects to
| Integration | Type | Typical use |
|---|---|---|
| e& | Carrier, UAE | Business lines and SIP trunks |
| du | Carrier, UAE | Business lines and SIP trunks |
| stc | Carrier, Saudi Arabia | Business lines and SIP trunks |
| Vonage | Cloud communications | Cloud phone system and SIP connectivity |
| Cisco | Phone systems | On-premises and cloud phone systems |
| Zoom | Cloud phone system | Cloud phone system for business numbers |
If your carrier or phone system is not listed, it will usually still connect, because the connection uses standard SIP. Your telephony team and ours confirm this during the first technical call.
How the connection works
A call reaches your carrier exactly as it does today. Your phone system applies your routing rules, and calls you have chosen to send to the agent travel over a SIP trunk (a virtual phone line between two phone systems over a network) to the Telonic SIP endpoint (the address in your deployment that receives calls) in your chosen region. When the caller needs a person, the agent hands the call back to your phone system, which delivers it to the team or number you specified.
The technical detail
Telonic receives calls from your carrier trunk, session border controller (the device or service at the edge of your phone network that manages and secures call traffic), phone system or contact centre platform. Signalling uses SIP over TLS (Transport Layer Security), version 1.2 or higher. Call audio is encrypted with SRTP (Secure Real-time Transport Protocol) by default; unencrypted audio is used only over a private network connection, at your written request.
Trunks are authenticated with IP allow-listing (accepting traffic only from known network addresses) and SIP digest credentials (a username and password exchanged in a protected form), and mutual TLS (where each side proves its identity with a certificate) is supported. Supported codecs (the formats used to encode voice) are G.711 A-law and µ-law, G.722 and Opus. Keypad tones (DTMF, the tones a phone keypad sends) use RFC 4733 telephone events (the standard way of sending those tones as data alongside the audio) by default, with SIP INFO (sending them as separate SIP messages) supported.
Transfers use SIP REFER (a SIP message that asks your phone system to take the call back and connect it elsewhere) by default, or a bridged transfer where the brief must be delivered by voice first; a bridged transfer uses a second trunk channel for the length of the call. SIP OPTIONS health checks (regular messages that confirm the other side is available) are supported, and Telonic provides fixed IP addresses, port ranges and a domain name for allow-listing.
Permissions typical for this category
For telephony, control sits in your phone system's routing, which your telephony team holds throughout. Because the agent reaches no system of records through this connection, there is no integration account to manage.
| Control | Held by | Default |
|---|---|---|
| Which numbers and queues route to the agent | Your telephony team, in your phone system | None until you add a routing rule |
| Which number outbound calls show | Your telephony team | Your existing business number |
| Transfer destinations for each situation | Your contact centre operations | Agreed during implementation |
| Returning all calls to your team | Your telephony team | Available at any time, by changing a routing rule |
In practice
Qamar Stays, a hotel group in Riyadh, routes its reservations line to the agent overnight.
- The group's numbers are on stc lines, handled by a Cisco phone system. Neither changes.
- The telephony team adds one rule: between 11pm and 7am, calls to the reservations number route over the SIP trunk to the agent.
- At 2am, Karim calls to add a night to his stay. The agent finds his reservation, confirms the room is available at his booked rate, and extends the stay.
- At 7am, the rule ends and calls go to the reservations team, with every overnight conversation already in the customer record.
What your team controls
- Which numbers, menu options and queues route to the agent, and when.
- The transfer destination for each situation.
- The number outbound calls show.
- Returning calls to your team at any time, in your own phone system.
Related
- Voice: connecting your telephony over SIPChannels
- Voice: inbound and outbound callsChannels
- Voice: transfers, callbacks and overflowChannels
- Contact centre platformsIntegrations
- What we need from your IT teamIntegrations
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