Voice and telephony

Tip

Under Settings → Telephony, you can configure voicebots, call flows, phone numbers, SIP trunks, and agent telephony.

Enneo Voice provides telephony features for service centers: voicebots, queues, routing, handovers to agents, and optional Enneo agent telephony. Which components are used depends on whether Enneo handles the complete service telephony flow or integrates with an existing PBX/ACD setup.

Typical integration options

Call flows in Enneo

Each connected line has its own call flow. A call flow can combine, for example:

Voicebots for automated voice conversations
Agent telephony for handover to agents
External forwarding to other phone numbers or existing telephony systems
Branches, for example by date, time, holidays, or working hours
Announcements, for example greetings, queue messages, or informational prompts

Phone numbers and SIP trunks

For inbound calls, Enneo needs a phone number connected through a SIP trunk.

A SIP trunk is the technical connection between a public phone number and a telephony system. It makes sure calls to that number are delivered to the right system, such as Enneo or an existing PBX.

There are two common options:

Enneo provides the telephony connection: The number is connected through our SIP trunk supplier Sipgate.
The customer uses their own SIP trunk: Existing or new numbers are connected through the customer's provider.

Requirements for Enneo agent telephony

For agents to answer calls in Enneo, these conditions must be met:

Enable the global setting

Under Settings → Telephony → Agent telephony, enable Incoming customer calls.

Assign the phone channel

The user must be assigned to the Phone channel in their profile settings.

Assign skills, if skill-based routing is used

If skill-based routing is used, the user must have the required skills that can be detected during the voicebot conversation.

Online status

The user must be online.

Active telephony status

The user must be in an active telephony status. The user can set this in their profile menu, or a supervisor can set it in the control dashboard.

Important limitations

Warning

Enneo ACD is not a SIP trunk. A SIP trunk provider, for example Deutsche Telekom or Sipgate, holds phone numbers and forwards calls to telephony systems such as Enneo. Sipgate pricing starts, for example, at 17 EUR per month for 10 parallel calls, and number porting is typically straightforward. The Enneo ACD is the service-center logic inside Enneo: it processes calls, call flows, queues, routing, and handovers.

Warning

Enneo is not classical office telephony. Enneo Voice is designed for service-center numbers where inbound calls are distributed, automated, prioritized, and handed over to suitable agents. Enneo does not replace classic user telephony where every employee has a personal extension, desk phone, or complete office PBX setup. For that, a traditional PBX/user telephony solution is still needed.

Firewall settings

For users who make or receive calls through Enneo, allow these network connections:

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