Set up telephony

A voice channel lets an agent hold a spoken conversation. Telephony is what puts that channel on a real phone line — it connects a provider, attaches phone numbers, and routes each number to the voice channel that answers it.

Before you start

Create the voice channel first. A dispatch rule routes to a voice channel, so with no channel there is nothing to route to — Creatio AI Studio reports "Create a voice channel first, then come back to bind telephony routes to it." Learn more: Add a Voice channel.

You also need a Twilio integration, which supplies the credentials and the outbound trunk. Set it up on the Integrations page of the Telephony section.

Connect a phone number

Connecting a number is a two-step dialog.

1. Go to the Telephony section in the navigation panel.

2. Open the Phone numbers page.

3. Click New. This opens the "Connect Twilio number" dialog.

4. Fill out the first step. Every field on it is required.

   Field	Field value
   Name	Name of the number, for example, "Support line."
   Phone number	The public business number in E.164 format, for example, +15551234567.
   Bind to integration	The Twilio integration that supplies the credentials and the outbound trunk for this number.
   Status	Whether the number is active.

5. Click Next.

6. Review the routing step. It shows the read-only routing addresses for the number, each with a copy control, and takes an optional external number identifier.

7. Submit the dialog.

As a result, Creatio AI Studio attaches the number and lists it with its runtime configuration, routing, and status.

Route a number to a voice channel

1. Open the Dispatch rules page.

2. Click New.

3. Fill out the rule fields.

   Field	Field value
   Name	Name of the rule, for example, "Support line."
   Phone number	One of your connected phone numbers.
   Voice channel	The channel that answers the calls. Its bound agent is what the caller talks to.
   Status	Whether the rule is active.

4. Click Create rule.

As a result, calls to that number reach the voice channel, and the agent bound to the channel answers them.

Set up handoff targets

A handoff target is a phone number a voice agent can transfer a live call to, for example, a support queue staffed by your team.

1. Open the Handoff targets page.

2. Click New. This opens the "Create handoff target" dialog.

3. Fill out the target fields.

   Field	Field value
   Name	Name of the target, for example, "Billing team." The voice agent matches the destination a caller asks for against this name.
   Key	The ID the agent uses to pick the target, for example, billing_team. Filled in from the name.
   Scope	The voice channels that can transfer to the target. Keep "All voice channels" to make the target available everywhere, or select one voice channel.
   Status	Whether the target is active. Only active targets receive transfers.
   Destination	The phone number with country code, for example, +15551234567.
   Description	Optional note for your team.
   Announcement	What the agent says before it transfers the caller, for example, "One moment, I am putting you through to our billing team." Up to 500 characters. The agent says the text as written, without translating it. Leave the field empty to let the agent word the sentence itself in the language of the call.

4. Click Create target.

As a result, Creatio AI Studio reports "Handoff target created." and lists the target with its scope, destination, and status. When a caller asks to be put through, for example, "put me through to sales," the voice agent matches the request to the Name of an active target, tells the caller it is connecting them, and transfers the call once the sentence ends. When the caller does not name a destination, the agent transfers the call to the only active target or, when there are multiple active targets, to a target whose Scope is "All voice channels."

note

The voice agent reads the handoff targets when a call starts, so changes to targets apply from the next call.

Restrict what a telephony integration may dial

The outbound destination policy narrows the destinations a telephony integration may dial.

1. Open the Integrations page of the Telephony section and find the integration to restrict. The Destination policy button is available on integrations with the "Active" status.
2. Click Destination policy. This opens the "Outbound destination policy" dialog.
3. Select the allowed destination classes in the Allowed destinations field: Domestic, International, or both. Clearing both refuses every outbound call from the integration.
4. Add forbidden destination prefixes in the Forbidden destination prefixes field. Enter a prefix, for example, +1900, and click Add. Prefixes marked Built-in or Installation are inherited and always stay in force; the ones you add extend them. The built-in prefixes also cover national premium-rate ranges in Russia, the United Kingdom, Poland, Indonesia, Ukraine, and the United Arab Emirates.
5. Click Save.

As a result, the integration may dial only what the policy allows. Each save appears on the Audit Log page as "Outbound destination policy changed." Learn more: Review the audit log.

Important

The effective permission is the overlap with your carrier's own geographic permissions. This policy can narrow what an integration may dial, never widen it beyond what the carrier already allows.

The policy can be read-only in two cases: when destination classes are managed in deployment settings that allow a class this screen does not expose, and when your organization has multiple telephony integrations and the policy is enforced from another one. Creatio AI Studio explains which applies. If the destination gate is switched off for your installation, nothing is refused on policy grounds until you save a policy here.

Check the setup

The Diagnostics page shows whether telephony is configured and working, and what to fix next. It is available to users with the Read channels permission.

1. Open the Diagnostics page.
2. Review the Integration health and Configuration blocks. A working Twilio integration is reported as configured, and Outbound ready shows whether the integration can place calls. Next to an item that is not ready, click Fix to open the page where you fix it.
3. Review the Make the call answerable block. It checks that a voice agent exists, that a voice channel is bound to it, that a dispatch rule routes your number to the channel, and that a greeting is set.
4. Place a test call, if needed. Enter your own number in the Outbound test block and click Place test call.
5. Verify inbound calls, if needed. Check that the Voice webhook URL in the Inbound setup & verify block matches the address shown on the Phone numbers page. Call your number, then click I've called my number.

As a result, the Overall verdict block summarizes the checks and names what is still missing.

Monitor calls

Open the Calls page to inspect recent inbound and outbound activity. Each row shows the target, direction, caller, called number, connector, channel, status, duration, and start time, and you can narrow the list by status and by direction. Calls appear once a voice channel is active.

When the voice agent does not join an inbound call within 10 seconds after the call is answered, the caller hears a short message, in English, that the call cannot be connected, and the call ends. The call is listed with the "Completed" status and its reason.

For latency and reliability of the voice pipeline itself, use the Voice operations section of the voice channel. Learn more: Add a Voice channel.

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See also

Add a Voice channel

Channels

Creatio AI Studio overview