Phone System Integrations

While Caller AI provides phone numbers out of the box, many enterprises prefer to use their existing telephony infrastructure. We support integration with Twilio, Vonage, and SIP-enabled PBX systems.

Bring Your Own Carrier (Twilio)

If you already have a Twilio account with phone numbers that you want to keep, you can connect Caller AI directly to your Twilio project.

Benefits:

Keep your existing business phone numbers.
Maintain direct billing relationships with Twilio.
Retain full control over SMS and regulatory compliance (A2P 10DLC).

Setup Instructions:

Go to Settings -> Integrations in Caller AI.
Select Twilio BYOC.
Enter your Account SID and Auth Token (found in the Twilio Console).
Once connected, your Twilio numbers will appear in the Caller AI "Phone Numbers" tab.
Assign a number to an assistant as usual.

Technical Note: When you assign an assistant, Caller AI automatically updates the "Voice Webhook" URL of that number in Twilio to point to our servers.

SIP Trunking (Enterprise)

For advanced users, Caller AI supports SIP (Session Initiation Protocol) to send and receive calls via your own VOIP infrastructure (e.g., RingCentral, Zoom Phone, Asterisk).

Inbound SIP (Forwarding to AI)

You can forward calls from your existing PBX to a Caller AI assistant using a SIP URI.

SIP URI Format:
sip:assistant-id@sip.callerai.com

Configure your PBX to route calls to this URI. This is useful if you want the AI to act as an overflow agent when your human agents are busy.

Outbound SIP (Dialing via your Carrier)

To make Caller AI dial out using your SIP trunk, you need to provide your credentials in the Telephony Settings.

SIP Host: (e.g., sip.mycarrier.com)
Username & Password: Authentication details.
Port: (Default 5060 or 5061 for TLS).

Transferring Calls to PBX

A common workflow is for the AI to answer the call, qualify the lead, and then transfer them to a human agent sitting on a traditional phone system (like Cisco or Avaya).

Warm Transfer to Extension

You can configure the `transferCall` tool to dial a SIP URI or a specific phone number.

Tool Configuration { "type": "transferCall", "destination": "+12125551234" }

If your PBX supports extensions, ensure the destination number includes the pause and extension code (e.g., `+12125551234,101`).