Requires: Developer and above Last verified: 2026-10-09

Configuring and Managing Telephony¶

Telephony connects your agents to the phone network, so customers can call them and they can call customers.

Your organisation uses one of two ways:

	Vyom numbers	Your own telephony provider
What you do	Get numbers from Vyom on the Phone Numbers page.	Bring your own account and numbers, and connect them with a SIP trunk.
Paid	From your credits: calls and each number's monthly rent.	Calls through your credits; your provider bills you for its service.
Set up	Vyom Numbers	The rest of this page.

New organisations use Vyom numbers. In that case the SIP Trunk page has nothing to add, and the Add Number button is hidden: you get numbers from the Vyom numbers card instead. To use your own telephony provider, contact Vyom support.

Where to find it: Console menu, Telephony. It opens three pages: SIP Trunk, Dispatch Rules and Phone Numbers.

Who can use it: Tenant Developer and above.

The three pieces¶

Piece	What it is	Page
SIP Trunk	The link to your provider's account. It holds the provider's address and your sign-in details.	SIP Trunk
Phone Number	A number you have already bought from your provider, registered in Vyom.	Phone Numbers
Dispatch Rule	The rule that sends inbound calls to one number to one agent.	Dispatch Rules

Customer  ->  Your provider  ->  SIP Trunk  ->  Phone Number  ->  Dispatch Rule  ->  Agent

With your own provider, buy your numbers from them first. (To get numbers from Vyom instead, see Vyom Numbers.)

Before you start¶

With your own provider, have these ready:

A phone number (also called a DID) that you have bought.
The provider's SIP address (also called the SIP host or domain).
Your sign-in details for it, or the provider's list of trusted addresses.

Your provider also has to be told where to send inbound calls: to Vyom's SIP gateway. Ask support at support@eternascisense.com for that address.

At least one Active agent is also needed before a number can do anything.

Set-up order¶

Add a SIP Trunk. See SIP Trunk.
Add your Phone Number to that trunk. See Phone Numbers. The trunk finishes registering at this point.
For inbound calls, add a Dispatch Rule for the number, and choose the agent. See Dispatch Rules.
For outbound calls, open the number and choose its Outbound Agent. See Phone Numbers.
Make a real call to test it.

An agent handles either inbound or outbound calls, not both. See Telephony and Call Direction.

What each direction needs¶

	Inbound (customers call you)	Outbound (your agent calls customers)
SIP Trunk	Yes	Yes
Phone Number	Yes	Yes, to show as the caller ID
Dispatch Rule	Yes. Without one, the number cannot be reached.	No
Agent settings	Status Active, Inbound Calls enabled	Status Active, Outbound Campaigns enabled
Launching	Nothing to launch. The agent answers.	See Launching Outbound Agents.

Check which numbers an agent uses¶

Each agent's Telephony tab shows, read-only, which numbers it answers and dials from. See Telephony and Call Direction.

Good to know¶

Providers can limit simultaneous calls. Some allow only one outbound call at a time. Ask your provider, and set the agent's Max Concurrent Calls to match.
Changing a trunk affects every number on it. Deleting a trunk deletes its numbers and rules.
Credentials are encrypted and never shown again after you save them.

If something goes wrong¶

What you see	What it means and what to do
Telephony is missing from the menu	It needs the Tenant Developer role or above.
Callers hear nothing, or the call never connects	Check every piece, in order: the trunk, the number, the dispatch rule, then your provider's own settings.
The agent does not answer	The agent must be Active with Inbound Calls enabled, and the number needs a dispatch rule.
Outbound calls fail	Check the trunk's Outbound SIP Host, and that the number has an Outbound Agent and is Active.