Integrations
e&
How your agents answer and place calls on the e& numbers you already have, with your e& contract and routing unchanged.
On this page
If your business lines in the UAE are with e& (the group formerly known as Etisalat), your agents can answer and place calls on those same numbers. Customers keep dialling the numbers they know, and your e& contract, numbers and telecoms licence stay exactly where they are. Telonic connects to your phone system over SIP (the standard protocol business phone systems use to set up and connect calls). It does not sell numbers or call minutes, and it does not act as a carrier.
What the connection lets the agent do
| Action | What it means for you | Example |
|---|---|---|
| Answer inbound calls | Calls you route to the agent are answered on your existing e& numbers | A developer's sales line answered on a Friday evening |
| Place outbound calls | The agent calls customers through your trunk, showing your number | A reminder that a viewing is booked for tomorrow at 11am |
| Transfer to your team | Calls that need a person go back to the number, extension or queue you choose, with a written brief | A buyer asking about a contract dispute is passed to the sales manager |
| Take overflow | Calls route to the agent when your queue passes a threshold you set, configured during implementation | Peak calls on a launch weekend |
| Show caller ID | Outbound calls show your number. Branded caller ID, where e& supports it for your lines, is configured during implementation | A customer sees your business name before answering |
How it connects
Your e& lines keep arriving at 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 your 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. Your routing rules then decide which calls go to the agent.
Nothing is changed in your e& account unless your team chooses to. Your contract, billing and number ownership remain between you and e&. Telonic has no role in them.
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
Sahel Crest Properties, a Dubai developer, keeps its sales line on e&.
- The telephony team routes calls to the sales number to the agent from 7pm to 9am.
- At 9:20pm, Rania calls about a two-bedroom unit. The agent answers in Arabic, looks up the unit, and books a viewing for Saturday.
- She then asks to negotiate the price. The agent transfers her to the duty sales manager, who receives a brief of the call.
- At 9am, routing returns to the sales team. The e& bill arrives as usual.
What your team controls
- Which e& numbers, hours and queues route to the agent.
- Transfer destinations for each situation.
- Whether outbound calling is enabled, and on which numbers.
Related
- Telephony and carriersIntegrations
- Voice: connecting your telephony over SIPChannels
- Voice: transfers, callbacks and overflowChannels
- PermissionsIntegrations
- What we need from your IT teamIntegrations
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