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Start in Settings → Phone Numbers. A number’s verification, inbound assignment, and outbound route are separate parts of setup. Test each direction you intend to use.

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Choose a number setup

Use international format, for example +14155551234. A verified number confirms that you can use it; it does not by itself configure your carrier’s routing or permission to place calls to every destination.

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Route incoming calls

  1. Create an agent in Channels → Phone → Agents if AI should answer.
  2. Open the agent’s Telephony & Routing settings and assign the inbound number. A number can belong to only one AI agent at a time.
  3. Check Inbound Agent beside the number in Settings → Phone Numbers.
  4. Call that number from a real phone and verify who answers.
For supported inbound routes, an Unassigned number rings eligible teammates in the dashboard. Keep a teammate online and Available for calls when testing this path. See Human calling for eligibility and missed calls. For SIP calls, a valid X-OPENCX-AGENT-ID header for your workspace takes precedence. Otherwise, OpenCX looks up the agent assigned to the dialed number. If no agent is resolved for a recognized workspace, the call can enter the human-answering path. Do not rely on an unspecified workspace default AI agent; assign the number or send the header explicitly.

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Configure outbound calls

AI calls: open the agent’s Telephony & Routing settings and select its outbound caller number or outbound SIP trunk. The agent’s inbound number assignment alone is not proof that outbound calling works. Human calls: choose a verified caller number in the dashboard dialer. OpenCX resolves an outbound route for that number, using a matching configured number route, an owning agent’s route, or the workspace’s hosted route where available. External numbers need a valid outbound route. See Human calling. Your carrier must accept the caller identity and destination on that route. Test the caller ID on the receiving phone; the same displayed caller number does not prove that an AI call and a human call used the same route.

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Access and verification

Changing phone configuration requires Voice settings write access. API callers need phone:write to start an AI outbound call. Before opening the line to customers, verify:
  • A real inbound call reaches the intended AI agent or teammate.
  • An AI outbound call connects and displays the intended caller ID.
  • A human outbound call works if your team will use the dialer.
  • Each transfer destination answers, and the team knows what to do if it cannot.
  • The session contains the expected call record and, when enabled, recording.
A browser Test Call checks the agent experience. It does not verify a phone number’s carrier route. For failed real calls, use Phone troubleshooting.