Integrations
du
How your agents answer and place calls on the du numbers you already have, while your du contract and call routing stay with you.
On this page
If your organisation's UAE lines are with du, your agents can take and make calls on those numbers without any change for the people calling you. Your du contract, numbers and telecoms licence stay with you, and so does the decision about which calls reach the agent. Telonic connects to your phone system over SIP (the standard protocol business phone systems use to set up and connect calls). It does not resell numbers or minutes, and it is not a carrier.
What the connection lets the agent do
| Action | What it means for you | Example |
|---|---|---|
| Answer inbound calls | The agent answers the calls your routing sends it, on your du numbers | A tour operator's booking line on a public holiday |
| Place outbound calls | The agent calls customers through your trunk, showing your number | A call to confirm a changed pickup time |
| Transfer to your team | A call that needs a person goes to the destination you set, with a written brief | A guest with a medical question passed to the duty manager |
| Take overflow | Calls route to the agent when your queue passes a threshold you set, configured during implementation | The first morning of the summer holidays |
| Show caller ID | Outbound calls show your number. Branded caller ID, where du supports it for your lines, is configured during implementation | Your business name on the customer's screen |
How it connects
Your du lines continue to terminate on your phone system as they do today. Your telephony team adds a SIP trunk (a virtual phone line between two phone systems over a network) from that phone system, or from your session border controller (the device or service that manages and secures SIP traffic at the edge of your network), to the Telonic SIP endpoint in your chosen region.
From then on, routing a call to the agent is a rule in your own system. Taking a line back is the same rule reversed. Your contract, bills and numbers remain between you and du.
The technical detail
| Item | Telonic's approach |
|---|---|
| Signalling | SIP over TLS (Transport Layer Security, which encrypts data in transit), version 1.2 or higher |
| Audio | Encrypted with SRTP (Secure Real-time Transport Protocol) by default. Unencrypted audio only over a private network connection, at your written request |
| Authentication | IP allow-listing (accepting traffic only from known addresses) and SIP digest credentials (a username and password check on each call). Mutual TLS, where both sides present certificates, is supported |
| Codecs (audio formats) | G.711 A-law and µ-law, G.722, Opus |
| Keypad tones (DTMF, the tones a phone keypad sends) | RFC 4733 telephone events (keypad presses carried as data alongside the call) by default. SIP INFO messages are also supported. Keypad input is configured during implementation for the lines that need it |
| Transfers | SIP REFER (an instruction that hands the call back to your system to connect) by default, or a bridged transfer (the agent stays on the line while connecting your colleague) where the brief must be spoken first. A bridged transfer uses a second trunk channel for the length of the call |
| Health checks | SIP OPTIONS messages, so your side can detect whether the endpoint is reachable |
| Allow-listing | Telonic provides fixed IP addresses, port ranges and a domain name |
Permissions
For telephony, permissions are about numbers and routing rather than data.
| Permission | Needed for | Default |
|---|---|---|
| Receive calls on chosen numbers | Inbound calls | Only the numbers and times your routing rules send |
| Place calls through your trunk | Outbound calls | Not enabled until you switch it on for a number |
| Transfer to named destinations | Handover to your team | Only the destinations you list |
| Present your number as caller ID | Outbound calls | Your registered number only |
The agent can only take actions your team has granted. Anything not granted cannot be invoked. See Permissions.
In practice
Nakhla Travel, a Dubai tour operator, has its booking line on du.
- The team sets an overflow rule: when more than a set number of callers are waiting, new calls route to the agent.
- On a busy Sunday morning, Hassan calls to move his desert tour from Tuesday to Thursday. The agent finds his booking, checks availability and makes the change.
- It sends him the updated confirmation by WhatsApp.
- When the queue falls below the threshold, calls go to the team again. Hassan's call is already in his customer record.
What your team controls
- Which du numbers, hours and overflow thresholds route to the agent.
- Where each kind of call is transferred.
- Whether the agent places outbound calls, and from which numbers.
Related
- Telephony and carriersIntegrations
- Voice: connecting your telephony over SIPChannels
- Voice: transfers, callbacks and overflowChannels
- Voice: keypad input, voicemail detection and caller IDChannels
- PermissionsIntegrations
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