Symptom / Need

You are a business partner or technical administrator and need to configure or update the outbound telephony rules for an operation so that agents can make external calls. You also need this configuration so that the system can make automated voice calls and send automated text messages (SMS).

Context / Scenarios

This administration and configuration can be performed within the Trunk Configuration module in the Partner Portal . Outbound calls follow a sequential logical flow that depends strictly on three phases: registering the trunk , defining the numbering in the route , and associating a speed dial prefix.

Answer / Solution

Minimum Required Information

To complete the setup, as the administrator you must collect the following information:

• Name of the operation to configure.
• Type of outgoing telephone provider (whether provided by wolkvox or an external carrier provided by the customer, referred to as "A1" ).
• Carrier parameters: trunk name , authentication credentials (username and password if applicable), proxy (IP or domain) and audio codec .
   

Trunk, route, and prefix configuration flow

To successfully enable outbound telephony, you must perform the following three steps in sequential order within your portal:

Step 1: Setting up the Outbound Trunk

1. Go to the Trunks tab in the Partner Portal , select your operation and click on the gray “ Create Trunk ” button located at the top.
2. Select the corresponding outbound option:

• Wolkvox outbound: If the channel is provided by wolkvox.
• A1 outbound: If you use your own phone provider.

3. Network parameters and technical identification: It should be noted that all system trunks operate under the SIP protocol standard. When selecting the trunk type, the following minimum required information will be requested:

• Name: It is the clear identifier for the trunk line.
• Authentication data: Security layer that requires the entry of a username and password provided by the carrier (if requested).
• Proxy: This refers to the IP address or domain of the respective peer to establish the connection.
• Codec: Audio compression format to be used.

Recommendation: It is suggested to select the G.711 codec, as it is the most robust industry standard for voice handling, and can guarantee excellent quality by reducing encoding and decoding processes on servers.

4. Save the changes to register the active trunk.
5. Additional configurations: Once the basic trunk configuration has been saved, additional parameters must be completed depending on the traffic direction:

• Since this trunk is outbound: Go to the Routes and Prefix appendices to set how the system will route outbound calls.

Step 2: Route Configuration and Digit Processing

Once the trunk is configured and saved, it is essential to assign a route to it to tell the system how to format the numbers dialed by the agents before sending the call to the telephone operator.

1. Go to the Routes option in the left menu and select the operation .
2. Initially, the system will display a list with all preconfigured routes, showing the following information:

• Route ID.
• Route name.
• Actions: Options to modify the configuration (adding a new trunk) or delete the existing route.

3. Create a route from scratch: Click on the gray button located in the center of the screen, enter a representative name for the route and it will be generated automatically.

3. Associate the trunk: In the new route generated, go to the actions menu, click on " Edit/Add trunk " and then on " Add trunk " to display the list of trunks and select the SIP trunk configured in Step 1.
4. Dialing Rules: Defines whether it is necessary to add or remove prefixes for the operator to establish the call correctly.

Standard Configuration: The standard practice is to configure the route to remove the local exit digit (usually 9) and add the prefix or national code corresponding to the country (for example, add 57 for Colombia, 52 for Mexico or 51 for Peru).

6. Caller ID: If you require that all outgoing calls on this route display a specific phone number to the end customer, enter it in this field.
7. Click the green " Add trunk " button to consolidate the route.

Step 3: Setting Prefixes

The prefix is the digit or combination of digits that the operation will use to tell the system to take a specific route and trunk to place the call, so agents must dial it before the phone number.

1. Go to the Prefix tab and find the operation you are working on.
2. The system will list all prefixes currently in use. From there, you'll have the option to edit or delete any prefix that is no longer needed.
3. Click on the gray " Create" button and configure the form:

• Prefix Number: This is the number that agents must dial before the telephone number.

💡 Recommendation : Generally, the number 9 is used (if it's not in use). However, you can create different numbers (such as 90, 99, 9000, or 90) if you need to route calls to different destinations using different routes.

• Destination: This is a descriptive label to identify where this dialing rule is directed. For example: "International Calls", "Southern Zone", "Central US Zone", or "Local Cell Phones".
• Priority (Rate): As a general rule, set it to 1 to assign it the highest priority.
• Route (Route ID): Select the name or ID of the route configured in Step 2.

4. Click the green " Save " button. Once finished, your outbound phone service will be 100% operational.

Recommendations

Initial Setup! When provisioning a new operation, configuring the outbound trunk, its route, and its prefix should be your top operational priority. The platform uses this outbound channel to send SMS messages and automated calls with two-factor authentication (2FA) codes. If this flow is not configured, the Superuser and agents will not be able to receive their access codes and will not be able to log in to the system.