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AurionAI

Bring your own SIP trunk

6 min readBy Emmanuel Yazbeck

If your organization already has a phone provider, you can connect it to AurionAI with a SIP trunk. An inbound trunk sends calls from your own numbers to the AI agent. An outbound trunk lets the agent transfer calls through your own phone system. Without a trunk, AurionAI uses its own phone numbers.

Availability: AI Voice and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role. Other users see Access Denied.
  • Your organization uses the AI Voice or the AI Voice + Helpdesk profile.
  • From your phone provider: the phone numbers of the trunk in international format, and the IP addresses that your provider sends calls from. For an outbound trunk, also the SIP address of your provider. If your provider uses a user name and a password, have them ready too.

Open the SIP trunks

  1. In the sidebar, select Configuration.
  2. Open the Integrations category.
  3. Select SIP Trunks.

The SIP Trunks (BYOC) card lists your trunks. For each trunk, the table shows the direction, the provider, the status and whether the trunk is active. If you have no trunk, the card shows No custom SIP trunks configured. Calls use your AurionAI phone numbers.

The SIP Trunks page with the list of trunks.

Create a trunk

  1. Select Add SIP Trunk.
  2. In Trunk Name, type a name.
  3. In Direction, select Inbound or Outbound.
  4. In Provider, type the name of your phone provider. If you leave it empty, the list shows Other.
  5. In DID Numbers (comma separated), type the phone numbers of the trunk in international format, for example +33123456789. Separate them with commas.
  6. For an inbound trunk:
    1. In Allowed Addresses (IP/CIDR, comma separated), type the IP addresses or address ranges of your provider. Separate them with commas.
    2. Room Prefix is optional. If you leave it empty, AurionAI uses its default. It must start with a letter or a number, and it can contain only letters, numbers, hyphens and underscores.
  7. For an outbound trunk: in SIP Address, type the SIP address of your provider.
  8. If your provider uses a user name and a password, enter them in Auth Username and Auth Password. Enter both or neither.
  9. Select Create Trunk.

The message SIP trunk created appears. The trunk is saved but not active yet.

Under Advanced Settings, you can choose transport, media encryption and authentication options. Change them only when your provider requires it.

Activate the trunk

  1. On the trunk, select Activate.
  2. In the Activate SIP trunk? dialog, select Confirm.

The message SIP trunk activated appears, and Active shows Yes.

When an inbound trunk is active, the page shows Provisioning endpoint. It gives the address, the port and the transport of AurionAI. Enter these values at your phone provider, so that the provider sends the calls of your numbers to AurionAI.

Test the trunk

  1. On an active trunk, select Test.
  2. Read the message:
    • SIP test passed: the trunk is set up on the AurionAI side.
    • SIP test failed: a part of the trunk is missing. Select Fix, then test again.

The test does not place a call. For an inbound trunk, the message can also warn that calls from some of your addresses will not arrive. To test inbound calls, call one of the trunk numbers from a normal phone. The AI agent answers.

The Status column then shows Connected or Failed, with the date of the last check.

Check and repair a trunk

  • Select Sync to compare the trunk with its setup on the AurionAI voice server. The result shows under the trunk name. No drift detected means that everything matches.
  • Select Fix to compare and repair the differences.

A trunk with differences shows Drifted.

Edit, deactivate or delete a trunk

  • To change a trunk, select Edit, change the fields and select Save Changes. A saved password shows as dots. Leave it unchanged to keep the saved password.
  • To stop a trunk, select Deactivate, then Confirm. To change the direction of a trunk, deactivate it first.
  • To remove a trunk, select Delete. In the Delete SIP trunk? dialog, select Delete again. Calls that use an active trunk stop working. You cannot undo this.

To use an outbound trunk for transfers to a person, select it on the Escalation Rules page. Read Escalate to a human.

Result

An active inbound trunk sends calls to the trunk numbers to your AI agent, as soon as your provider uses the AurionAI address. An active outbound trunk is available for transfers. When you save changes to an active trunk, AurionAI applies them at once and shows SIP trunk updated.

If something goes wrong

  • Custom SIP feature is disabled SIP trunks are not available on this environment. You can save trunks, but you cannot activate or test them. Contact AurionAI support. Read Get help.
  • At least one DID number is required for inbound trunks. or Inbound trunks require at least one DID number. Direct IP-to-IP inbound without a DID is not supported. Add at least one phone number.
  • A message says that a number has an invalid format. Type each number with a plus sign and the country code, for example +33123456789.
  • Inbound SIP trunks require at least one allowed signalling IP address or CIDR. Add the IP addresses of your provider.
  • Authentication is required when no allowed addresses are configured. Add the IP addresses of your provider in Allowed Addresses (IP/CIDR, comma separated). An inbound trunk needs them to be activated.
  • Both Auth Username and Auth Password are required when configuring SIP authentication. To disable authentication, clear both fields. Enter both the user name and the password, or clear both.
  • Outbound trunks require a SIP address. Type the SIP address of your provider.
  • Outbound trunks require at least one DID number before they can be activated. Add at least one phone number to the outbound trunk, then activate it again.
  • This Trunk Name is reserved for platform trunks. Choose a different name. Choose another name.
  • A message says that the numbers are already owned by another tenant. A number can belong to only one organization. Remove the number from the trunk, or contact AurionAI support.
  • Activation failed Read the reason in the message and under the trunk name. Correct the trunk, then activate it again.
  • The trunk must be active before it can be tested. Activate it first. Activate the trunk first.
  • The test warns that calls will not arrive. AurionAI does not accept calls from one or more of your addresses yet. Contact AurionAI support with the list of addresses.
  • Changes saved but not applied Calls can still use the old settings. Select Fix, or deactivate and activate the trunk again.
  • Sync rate-limited Wait a few seconds and try again.
  • Force delete SIP trunk? AurionAI could not remove the trunk from the voice server. Select Force Delete only if you want to remove the trunk anyway. Then tell AurionAI support.

Still stuck? Submit a request or .