Configure and test your phone number
Assign inbound and outbound agents to a phone number and verify your setup with a test call before going live in Agentalk.
After adding a phone number, you need to assign agents and verify that calls are working correctly before going live.
In this guide, you’ll learn how to configure inbound and outbound agents, optionally set up SIP settings, and run a test call to confirm your setup.
A phone number can use different agents for inbound and outbound calls. This is recommended, as each call direction requires a different opening message.
Before you start
You need the following before you begin:
At least one phone number added to your account. See Add a phone number.
At least one agent created. See Create an agent.
If you handle both inbound and outbound calls, you should have two agents ready, one for each direction.
Use separate agents for each direction
Create separate agents for inbound and outbound calls. The opening script must differ depending on whether the agent is receiving or initiating the call.
Follow these steps to assign agents and verify your setup.
Configure agent settings
Assign the agents that will handle inbound and outbound calls for this phone number.
In Incoming calls agent, select the agent for inbound calls.
In Outgoing calls agent, select the agent for outbound calls.
Inbound vs outbound behavior Inbound agents answer calls initiated by the user and should greet accordingly. Outbound agents initiate calls and should introduce themselves and explain the purpose of the call.
Duplicate an agent Duplicate an existing agent and update only the opening line to quickly create a version for the opposite call direction.
(Optional) Configure SIP settings
Complete this step only if you are using an external phone carrier. These settings connect Agentalk to your SIP provider so the agent can make outbound calls.
Enable External phone carrier.
Enter the required SIP credentials from your provider:
SIP username: Provided by your SIP carrier.
SIP password: Provided by your SIP carrier.
Termination URI: The SIP endpoint used to route outbound calls (for example, provided by your carrier).
Click Save & Enable SIP.
Required for outbound calls If SIP is required and not configured, outbound calls will not work.
Run a test call
Place a test call to confirm that your configuration works correctly.
Go to Make Test Call.
Enter Recipient Name.
Enter Recipient Number.
Click Start Call.
Verify the following:
The correct agent is used.
The greeting matches the call direction.
Audio quality is clear.
Response time is acceptable.
The call ends correctly.
Testing recommendation Use your own phone number for the initial test to quickly validate the setup.
Next steps
Here are the recommended next steps after completing this guide:
Manage contacts: Add and organize the contacts your agent will call
Create an outbound campaign: Launch a campaign to start calling automatically
Setup checklist: Review the full setup process to ensure everything is configured correctly
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