Integrations
stc
How your agents answer and place calls on your stc numbers in Saudi Arabia, with your stc contract, routing and data location unchanged.
On this page
If your business lines in Saudi Arabia are with stc, your agents can answer and place calls on those numbers, and the audio and records of those calls can stay in the Kingdom. Your stc contract, numbers and telecoms licence stay with you. Telonic connects to your phone system over SIP (the standard protocol business phone systems use to set up and connect calls), and it does not resell numbers or minutes or 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 stc numbers | A hotel's reservations line overnight |
| Place outbound calls | The agent calls customers through your trunk, showing your number | A call to confirm a policy renewal date |
| Transfer to your team | A call that needs a person goes to the destination you set, with a written brief | A policyholder disputing a claim decision passed to a claims handler |
| Take overflow | Calls route to the agent when your queue passes a threshold you set, configured during implementation | A motor claims line after heavy rain in Riyadh |
| Show caller ID | Outbound calls show your number. Branded caller ID, where stc supports it for your lines, is configured during implementation | Your business name on the customer's screen |
How it connects
Your stc 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.
If your deployment is hosted in the Saudi Arabian region, the endpoint, the speech processing and the call records all sit there. All processing for your deployment runs in the region you choose, unless you explicitly choose a language model provider outside it. See Hosting and data residency.
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 |
| Record calls | Quality review and dispute resolution | Only after the caller gives consent |
The agent can only take actions your team has granted. Anything not granted cannot be invoked. See Permissions.
In practice
Wadi Assurance, a motor insurer in Riyadh, keeps its claims line on stc and hosts its deployment in the Saudi Arabian region.
- After a storm, the claims queue passes its threshold and new calls route to the agent.
- Majed calls to report a damaged car. The agent asks for his consent to record, confirms his identity and finds his policy.
- It takes the first notice of loss (the first report of a claim) in the structure the claims system needs, and issues a reference.
- Majed asks whether the claim will be approved. That decision belongs to the claims team, so the agent transfers him to a handler with a brief.
What your team controls
- Which stc numbers, hours and overflow thresholds route to the agent.
- Where each kind of call is transferred.
- Whether outbound calling is enabled, and on which numbers.
Related
- Telephony and carriersIntegrations
- Voice: connecting your telephony over SIPChannels
- Hosting and data residencySecurity and data protection
- Voice: call recording and consentChannels
- PermissionsIntegrations
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