Phone
Inbound calls: the number, the carrier, the AI that picks up, and what happens before an agent answers.
Phone is a channel, and it lives at Channels, Phone. Its five tabs are the line: the number a customer dials, the carrier that carries the call, the AI that can pick up, and what a caller is asked before anybody answers.
Who then answers, and how work is offered to them, is the floor rather than the line, and it is configured under Contact centre. The two are deliberately separate: the line decides how a call reaches this workspace, the floor decides who it is given to.
/settings/voice has moved
Phone used to live in Settings. /settings/voice and everything under it now
redirect to /channels/phone and the matching tab. Bookmarks keep working; the
address in your notes is out of date.
The tabs
| Tab | Address | What it is for |
|---|---|---|
| Overview | /channels/phone | What the channel is currently able to do, and the traffic it has taken. |
| Aura Voice AI | /channels/phone/aura | The managed voice agent, as one switch. |
| Routing | /channels/phone/routing | Which queue a number feeds, what the caller is asked, opening hours, and after-hours behaviour. |
| SIP trunking | /channels/phone/sip-trunk | The Telnyx credentials for your own trunk. |
| Numbers | /channels/phone/numbers | The numbers this workspace holds, and what each one routes to. |
Numbers
/channels/phone/numbers is the only place phone numbers are managed. It lists
the workspace's numbers and lets each one be pointed at an AI agent. Claiming a
new number needs a Telnyx API key stored on the workspace; without one the page
says so instead of offering a purchase it cannot make.
Routing
/channels/phone/routing is the four decisions about a call before anybody
picks it up:
- which queue a number feeds,
- what the caller is asked first, as a menu whose digits each carry a label and an action: a queue, voicemail, or Aura Voice AI,
- when the team behind a queue is working, as business hours in a timezone, with holidays,
- what happens to a call that arrives outside those hours, including sending it to a different queue.
Every route behind this tab is floored at admin. A non-admin reads the configuration and gets no controls at all rather than controls that fail.
SIP trunking
The trunk is the part of the call path a workspace owns: two Telnyx secrets, stored write-only. You can set them even when the voice gateway is unreachable, because the keys are written to the runtime rather than to the gateway; the page notes when live readiness cannot be confirmed instead of blocking.
Aura Voice AI
One switch. Turning it on provisions a hosted voice agent for the workspace, gives it a number, and wires escalation to the human call path. It is an alternative to bringing your own trunk, not a replacement for it.
Aura Voice AI depends on the deployment being able to reach the voice service. Where it cannot, the tab says the feature is not available here and offers no switch, because switching it on is a change made by whoever operates the helpdesk rather than a workspace setting.
What a call becomes
Calls arrive as tickets with the channel Phone. The phone adapter has no outbound leg, so there is no reply composer on a phone ticket. Follow up on a channel that can send, or call back outside the product.