Phone Numbers (also known as DID Routing) is where you connect your telephone numbers to SESTEK AgenticCX. Inbound numbers decide which IVR instance answers a call that comes in, and outbound numbers are the numbers your system dials from, together with the gateway account of your telephone service provider.
Open it from Administration, Settings, Phone Numbers. The page has two tabs, Inbound Numbers and Outbound Numbers.
Watch the walkthrough
What you can do on this page
| Action | What it does |
|---|---|
| Add, edit and remove inbound numbers | Connect a number from your provider to an IVR instance |
| Activate or deactivate a number | Take a number out of service without deleting it |
| Test Connectivity | Check that the telephony service (and, for inbound numbers, the IVR service) can be reached |
| Add, edit and remove outbound numbers | Enter the number and the gateway account used to place calls |
| Set a default outbound number | Choose the number used when no other outbound number is named |
Permission needed: View DID Routing. Despite its name, this single permission lets a user see the tab and also add, change, test and remove numbers, so grant it only to people who should manage your telephony. Grant it to a role under Administration, Identity management, Roles.
Users without the permission do not see the Phone Numbers tab. The tab is also not shown to the host (platform administrator) user, because phone numbers belong to a tenant.
Inbound numbers
Each row shows:
| Column | What it shows |
|---|---|
| Number / Provider | The phone number, with the provider underneath |
| Routing | How calls to this number are handled. Today this is AI Agent |
| IVR Instance / Extension | The IVR instance that answers the number. Under it, a short chip shows the start of the IVR extension. Hover over the chip to read the full extension, or select the copy icon to copy it. A message confirms: IVR extension copied to clipboard. |
| Status | Active or Inactive |
| Actions | The row menu |
Use the page controls under the list to move between pages. When there are no numbers, the list says No inbound numbers found.
Row actions
Select the menu icon at the end of a row.
| Action | What it does |
|---|---|
| Edit | Opens the same form as adding a number, with Update instead of Save |
| Test Connectivity | Opens the connectivity panel, see below |
| Deactivate / Activate | Switches the number off or on. It takes effect at once, without a confirmation message, and a Successfully saved. message appears. The menu shows Activate for an inactive number |
| Remove | Deletes the number after you confirm |
Add an inbound number
Select Add Inbound Number.
| Field | Notes |
|---|---|
| Phone Number (required) | Up to 32 characters, digits and the plus sign only, for example +447700900123. A number can be used only once across the whole platform, in every tenant |
| Provider (required) | Vodafone, Other, Twilio, Turkcell or Türk Telekom |
| Routing Type (required) | AI Agent |
| IVR Instance (required) | The IVR instance that answers calls to this number. The list shows the active instances available to your tenant and has a search box |
| IVR Extension | Read only. It appears once you pick an IVR instance |
Routing type. Only AI Agent can be selected. Queue (Coming soon) and Specific Agent (Coming soon) are shown greyed out.
IVR extension. You do not type the extension. When you save, SESTEK AgenticCX builds it from your tenant name and the ID of the number, in the form <tenant name>_<number ID>. Before you save, the field shows the tenant name prefix and the note The ID will be appended to this prefix after the number is saved.
Validation messages
| Situation | Message |
|---|---|
| Phone number left empty | Phone number is required. |
Anything other than digits and + | Phone number can only contain digits and the "+" sign. |
| No IVR instance chosen | IVR instance is required. |
| Number already registered in any tenant | This phone number is already in use. Please use a different number. |
Save stays greyed out until the form is valid. After saving, the list shows Successfully saved. and the telephony configuration for your tenant is reloaded automatically, so you do not have to do anything else. Only active numbers are included in that configuration.
Edit an inbound number
Choose Edit in the row menu. The form opens with the saved values, and the IVR Extension field shows the generated extension. Change what you need and select Update.
Test connectivity
Choose Test Connectivity in the row menu. A panel opens and runs the checks straight away. It shows the number, the Start Time, the Elapsed Time and one line per check:
| Check | Meaning |
|---|---|
| FreeSWITCH Service Reachable | SESTEK AgenticCX can reach the telephony service assigned to your tenant |
| IVR Service Reachable | The gateway that connects this number to its IVR instance is up. This check only runs for inbound numbers |
Each line moves through Pending, In Progress and then Successful or Failed. The title changes to Test Successful when every check passes and to Test Failed otherwise. A failed line shows a Message underneath. If the telephony service cannot be reached, the IVR check is reported as failed too, with IVR service could not be tested due to FreeSWITCH connection failure. Select Close to leave the panel.
Remove an inbound number
Choose Remove. A Remove Number window asks Are you sure you want to remove this inbound number? Select Remove to confirm or Cancel to keep the number. After a removal you see Successfully deleted.
Outbound numbers
Select the Outbound Numbers tab.
| Column | What it shows |
|---|---|
| Default | A filled star marks the default outbound number. Select the star on another row to make that number the default |
| Number | The phone number |
| Gateway | The gateway username, with the realm underneath. A dash means no gateway details were entered |
| Protocol / Register | The protocol and Register: Yes when the system registers with the provider. No registration when it does not |
| Status | Active or Inactive |
| Actions | Edit, Test Connectivity, Set as Default (hidden on the default number), Deactivate / Activate and Remove |
When there are no numbers, the list says No outbound numbers found. Activating, deactivating and removing work as they do for inbound numbers. The confirmation for removing asks Are you sure you want to remove this outbound number?
Add an outbound number
Select Add Outbound Number.
| Field | Notes |
|---|---|
| Phone Number (required) | Up to 32 characters, digits and the plus sign only. The same messages apply as for inbound numbers |
| Username | The username your phone service provider gave you. Up to 100 characters |
| Password | The password your phone service provider gave you. Up to 256 characters. Use the eye icon to show or hide what you type |
| Realm | The server address of your provider, for example sip.provider.com, or the same address as your profile IP. Up to 100 characters |
| Register | Yes (default) or No. Whether the system registers with your provider. Usually this should be Yes |
| Protocol | UDP (default), TCP or TLS. Shown only when Register is Yes |
| Set as default outbound number | Off by default. Turn it on to make this the default number |
The gateway fields are optional. If you enter both a username and a realm, that pair must be new: SESTEK AgenticCX shows A gateway with the same username and realm already exists. when another outbound number in your tenant already uses it. Outbound phone numbers themselves do not have to be unique.
Only one number can be the default. When you turn the switch on and save, or choose Set as Default, the previous default loses its star.
Test an outbound number
Test Connectivity on an outbound number runs a single check, FreeSWITCH Service Reachable, in the same panel.
Good to know
- Phone numbers belong to your tenant. The Phone Numbers tab is not available to the host user.
- Inactive numbers stay in the list but are left out of the telephony configuration, so calls are not routed through them. Activate a number again at any time.
- Agent Desktop uses the active default outbound number when an agent places a call, so keep one number marked as the default.
- Saving a number reloads the telephony configuration for your tenant automatically.
- Write numbers in international format, for example
+447700900123, and do not use spaces or dashes: the field accepts only digits and+.