Integrations
Vonage
How your agents take and make calls through your Vonage phone service or SIP trunks, with your Vonage account and numbers unchanged.
On this page
If your organisation runs its phones on Vonage, whether as a cloud business phone service or as SIP trunks into your own phone system, your agents can answer and place calls on the numbers you already have. Your Vonage account, numbers and contract stay yours. Telonic connects over SIP (the standard protocol business phone systems use to set up and connect calls). It does not resell numbers or 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 Vonage numbers | A holiday home company's enquiry line at weekends |
| Place outbound calls | The agent calls customers through your Vonage service, showing your number | A call to confirm a check-in time |
| Transfer to your team | A call that needs a person goes to the extension, group or queue you set, with a written brief | A guest reporting a broken air conditioner passed to maintenance |
| Take overflow | Calls route to the agent when your queue passes a threshold you set, configured during implementation | A spike in calls after a flight delay |
| Show caller ID | Outbound calls show your number. Branded caller ID, where your service supports it, is configured during implementation | Your business name on the guest's screen |
How it connects
How the connection is set up depends on how you use Vonage. If Vonage is your cloud phone service, your administrators route chosen numbers, call groups or menu options to the Telonic SIP endpoint as an external destination. If Vonage supplies SIP trunks into your own phone system, the route is added in that phone system or at your session border controller (the device or service that manages and secures SIP traffic at the edge of your network).
Either way, the rules that decide which calls reach the agent sit on your side. Your telephony team and ours agree the exact set-up during the first technical call.
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 service | Outbound calls | Not enabled until you switch it on for a number |
| Transfer to named destinations | Handover to your team | Only the extensions, groups and queues 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
Qamar Stays runs holiday apartments in Dubai and uses Vonage as its cloud phone service.
- The administrator routes the enquiry number to the agent on Fridays and Saturdays.
- Lina calls to ask whether a sea-view apartment is free for four nights. The agent checks the reservation system and confirms it is.
- She asks for a discount for a longer stay. Discounts outside the published rates are not in the agent's permitted actions, so it transfers her to the reservations group with a brief.
- On Sunday, the rule ends and the number rings the team as usual.
What your team controls
- Which Vonage numbers, groups and hours route to the agent.
- The transfer destination 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
- How a system gets connectedIntegrations
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