Voice and Telephony

Enneo Voice combines the telephony functions for customer service: voicebots, queues, routing, handover to employees, and optionally the enneo employee telephony. Which components are used depends on whether enneo is taking over the complete service telephony or is being integrated into an existing PBX/ACD landscape.

Typical integration options

The following overview shows the most common variants. It helps to decide whether an existing PBX/ACD is still needed, whether enneo is taking over call distribution, or whether both systems are operating in parallel.

Call flows in enneo

Each switched line has a call flow, which can be individually configured. The call flow can combine freely, for example:

• Voicebots for automated speech dialogs
• Employee telephony for handover to agents
• External redirections to other phone numbers or existing telephony systems
• Switches, e.g., by date, time, holidays, or working hours
• Announcements, e.g., greetings, queues, or information texts

Phone numbers and SIP trunks

For incoming calls, enneo requires a phone number, which is connected via a SIP trunk.

A SIP trunk is, put simply, the technical connection between a telephone number and a telephony system. It ensures that calls from a public phone number are delivered to the right system – for example, to enneo or to an existing PBX.

Two options are available for telephony:

• Enneo provides the telephony connection: the phone number is connected via our SIP trunk supplier Sipgate.
• The customer uses their own SIP trunk: Existing or new phone numbers are connected via their own provider, e.g., if phone numbers are already contractually located with the customer.

Setting up own phone numbers

When using your own phone numbers, the following steps are required in this order:

1. Set up SIP trunk - Enter your own SIP trunk in the telephony settings.
2. Add phone numbers - Assign the desired numbers to the SIP trunk.
3. Assign numbers to the lines - Assign the phone numbers to the corresponding lines and call flows.

Prerequisites for the enneo employee telephony

For employees to be able to phone via enneo, the following conditions must be met:

What should be clarified before setup

For the technical implementation, these points should be clarified in advance:

• Which service numbers should run via enneo?
• Who provides the SIP trunk: enneo or a supported provider or the customer?
• Is there already a PBX or ACD that is still to be used?
• Should enneo only take over the voicebot, the employee telephony, or both?
• Where should calls be handed over after the voicebot?
• Should enneo take over routing to employees or an external system?
• What working hours, announcements, queues, and escalations apply per line?

Important differences

Firewall Settings

For users making calls through enneo, the following network connections need to be allowed: