Contact Channels
Voice
Options and Configuration
Tip
Under Settings → Telephony it is possible to configure Voicebots and employee telephony (PBX).
Call-Flow
Each switched line has its own Call-Flow, which can be individually configured. In the Call-Flow, any combination of features can be used, including:
- Voicebots for automated voice dialogues
- Employee telephony for forwarding to agents
- External forwarding to external phone numbers
- Switchboards, e.g. based on dates like working hours
- Announcements, e.g. tape announcements or other texts
Phone Numbers
Two options are available for telephony:
| Option | Description |
|---|---|
| Enneo SIP-Trunk | Numbers provided by Enneo, ready to use immediately |
| Own SIP-Trunk | Use of own phone numbers, e.g. via Sipgate |
Setting up your own phone numbers
If using your own phone numbers, the following steps are required in this order:
- Set up SIP-Trunk – Store your own SIP-Trunk in the telephony settings
- Add phone numbers – Assign the desired numbers to the SIP-Trunk
- Assign numbers to lines – Assign the phone numbers to the appropriate lines
Requirements for Agent Telephony
In order for employees to be able to use Enneo for telephony, the following conditions must be met:
Activate global setting
Under Settings → Telephony → Agent Telephony, the "Incoming Customer Calls" option must be enabled.
Channel assignment
The user must have the Telephony channel assigned to them in their profile settings.
Assign skills (for Skill-Based Routing)
If Skill-Based Routing is used, the necessary Skills that are recognized during the AI chatbot discussion must be assigned to the user.
Online status
The user must be online.
Active telephony status
The user must be in an active telephony status. This status can be set by the user themselves in the top right of their profile or by a supervisor in the control dashboard.
Tip
In the event log, one can see why the Enneo Routing Engine has selected a particular employee.
Firewall Settings
For users telephoning via Enneo, the following network connections must be released:
| Host | IP Address | Port | Protocol | Purpose |
|---|---|---|---|---|
turn1.enneo.ai | 91.99.219.69 | 3478 | UDP | TURN |
turn1.enneo.ai | 91.99.219.69 | 5349 | TCP | TURNS |
turn1.enneo.ai | 91.99.219.69 | 32769–65535 | UDP | Media |