1. Symptom or Need

Enabling new inbound call routes to the Wolkvox platform is required, either by acquiring Wolkvox's own numbering or by integrating customer-owned trunks, ensuring the correct provisioning of DIDs and channels.

2. Context / Scenarios

Trunk management is divided according to resource ownership:

• Trunk lines owned by Wolkvox
• Customer-owned trunk lines New
• Existing Trunk Lines

3. Answer / Solution

To process the request, the configuration guidelines must be followed according to the corresponding flow:

A. Management Protocol

• Formal Request: All configurations must be supported by:

- Ticket at the service desk.

- Formal request sent to the service desk email.

• Commercial validation: Associated costs must be validated and managed through the assigned Customer Success Manager .
• Service flow: Once the request is received:

- The Level 1 analyst performs the initial validation.

- Subsequently, escalate the case to Level 2 or Level 3 , as appropriate.

B. Minimum Required Information

All requests for the creation or replication of campaigns/DIDs must include the following information:

General Information (Applies to all cases)

• Name of the operation.
• IVR or Skill to which the created DID will be directed.

For trunk lines owned by Wolkvox

• The customer must select the supplier , according to the options indicated by the sales department.

For customer-owned trunk lines (new and existing)

• New DID: number to be configured.
• Reference DID (optional): Existing number, in case a previous configuration needs to be replicated.
• Inbound trunk IP: Source IP address from which traffic will be sent.
• Channel capacity:
  - Indicate whether the DID will have independent channels or will share channels with an existing trunk.
  - If different simultaneous channels are required, this must be detailed in the application.

Additional information for existing customer trunk lines

• Telephony server: specify the server (9x or corresponding) where traffic from wolkvox will be received.

C. Technical configuration

Trunk lines owned by Wolkvox

The Cloud Team (Level 3):

• Assign the trunk line.
• Configure the service.
• Provide the corresponding DID.

This configuration is based on the requirements defined by the client and the Customer team.

New trunk lines owned by the customer

The configuration is performed by the Project Solution team:

• Source IPs must be registered in: Google Cloud Platform (GCP) and on wolkvox servers.

Existing trunk lines owned by the customer

The DID configuration is performed by the Level 2 Support team (Support Leaders).

4. Possible Causes of Routing Failure

• Incorrect IP: Error in the source IP address supplied by the client, or IP changes by the client.
• Source IP blocked because it is not properly registered in the server firewall or in GCP.
• Channel Saturation: Failure to specify independent channels, causing the DID to share concurrency and exhaust the resource.
• Server Inconsistency: Sending the trunk to a telephony server other than the one configured on the platform.

5. Considerations

• Prior Validation: Verify the technical information and the IP and Server before submitting the request to avoid delays.
• Reference Test: In case of replication, confirm that the reference DID is operating correctly before copying its parameters.
• Network Data: Ensure that the destination IPs are properly authorized in the client firewalls to allow traffic to Wolkvox.
• Simultaneity: Remember to define, as indicated in the minimum required information, if the new DID requires different simultaneous channels; otherwise, the system will assume that it shares the main trunk channels.