Call Flow
Each active line has a call flow that can be individually configured. The call flow allows free combination of, for example:- Voicebots for automated voice dialogues
- Agent telephony for routing to agents
- External forwarding to external phone numbers
- Switches, e.g. date-based such as business hours
- Announcements, e.g. recorded messages 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 your own phone numbers, e.g. via Sipgate |
Setting Up Your Own Phone Numbers
When using your own phone numbers, the following steps are required in this order:- Create the SIP trunk – Add your own SIP trunk in the telephony settings
- Add phone numbers – Assign the desired numbers to the SIP trunk
- Assign numbers to lines – Map the phone numbers to the corresponding lines
Prerequisites for Agent Telephony
For agents to make and receive calls via Enneo, the following conditions must be met:Enable global setting
Under Settings → Telephony → Agent Telephony, the option “Incoming customer calls” must be enabled.
Assign skills (for skill-based routing)
When skill-based routing is used, the user must have the necessary skills assigned that are identified during the AI bot conversation.
Firewall Settings
For users making calls via Enneo, the following network connections must be allowed:| 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 |