Get a number
Sign-up already handed you a test number and PIN. That line is for Try this agent. Customers never dial it, and it is not a production DID.
This section is how a customer reaches the agent on a real line - and how the agent hands a call to a human. If you skip it, Try this agent still works and the live site stays silent.
Why setup matters
Section titled “Why setup matters”Three things have to be true or a real caller hears ringing, then nothing:
- A SIP trunk exists - the connection to a carrier (Voice Logica’s path, or yours).
- A number sits on that trunk (or is connected to this agent).
- This agent is set to answer it under Channels - Telephony.
A number answers one agent. Turning it on for a second agent takes it off the first.
Transfer is a later step. Leave it off until a production number already rings this agent.
How the pieces connect
Section titled “How the pieces connect”| Step | Where | What happens |
|---|---|---|
| 1 | Sidebar - Telephony - Trunks | Company SIP trunks. + Add Trunk. |
| 2 | Agent - Channels - Telephony | + Add SIP trunk if none exist, then inbound route / numbers this agent should answer. |
| 3 | A real phone | Dial the DID. Open Calls and listen. |
| 4 | Agent - Call handling - Transfer | When this agent hands a caller off, and how. |
Telephony - Routing is an override. If every number on the trunk lands on the same agent, skip it.
Open Telephony
Section titled “Open Telephony”In the app sidebar, click Telephony. It opens on Trunks.
The page line: SIP trunks, inbound and outbound routing, user groups, transfers, conference rooms, and call settings.
When empty, the table shows Connect your first trunk - connect a SIP carrier, an existing PBX account, or let a customer PBX register to Voice Logica. Use + Add Trunk.
Tabs:
What you see on the agent
Section titled “What you see on the agent”Open the agent - Channels - Telephony.
Production shows a SIP trunks card. The banner says: send phone calls to this agent - add a SIP trunk if you do not have one, then add an inbound route and pick the numbers this agent should answer - or connect a number on a trunk above.
Empty state: No SIP trunk yet. A SIP trunk is the connection to your phone provider. Set one up before any number can ring this agent. Primary button: + Add SIP trunk.
First setup - from the test PIN to a customer line
Section titled “First setup - from the test PIN to a customer line”-
Confirm Try this agent already works
Your First Agent. If the PIN line is wrong, a production DID will not fix the greeting.
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Add a SIP trunk
Either Telephony - Trunks - + Add Trunk, or the agent’s Channels - Telephony - + Add SIP trunk. Complete the carrier / PBX details on Your own carrier.
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Connect a number and point it at this agent
Add or connect numbers on the trunk, then make sure this agent answers them (inbound route / connect on the Telephony card).
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Dial that number from a real phone
Not the test PIN. Open Calls. If the row is missing, the number is on a different agent, the trunk is disabled, or you dialed the rehearsal line.
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Only then turn on Transfer
Transfer after the production number already rings.
Troubleshooting
Section titled “Troubleshooting”The test PIN works but customers get nothing
- Channels - Telephony - at least one SIP trunk exists (not No SIP trunk yet).
- A number is on that trunk.
- This agent is the one that answers it.
- The trunk is not disabled.
I turned the number on for a second agent and the first went silent
A number answers one agent. Claiming it here releases it from the other agent.