Voice provider accounts and telephone numbers
Connect a voice provider account and telephone numbers so your website can receive and make telephone calls.
What it is
Voice Accounts connects INSIDE to your telephone provider. Voice Numbers holds the telephone numbers that use that connection, with separate call handling options for each number. Twilio is the supported provider in this release.
Who uses it and why
- Administrators with the Settings role manage accounts, numbers and their call handling options.
- Developers coordinate provider setup and supply the account details needed to connect it to INSIDE.
Where to find it
Open Settings › Voice › Voice Accounts for provider connections and Settings › Voice › Voice Numbers for telephone numbers. Use New to add a record or select an existing record to edit it.
How it works
A number belongs to a voice account and can be associated with a subsite. Its Number Setup tab controls whether it is enabled and available for outbound calls.
Other tabs control Assignment, Broadcast Call Info, Business Hours, Music & Greetings, IVR and AI. These options let different telephone numbers on the same website serve different teams or purposes.
The account selector shows enabled accounts. Enabling a number also depends on voice being enabled for the website. Ask Powerfront to enable voice if your website has not been set up for telephone calls.
Configure it
- Create an account in Voice Accounts, enter its Name and provider details, and select Enabled.
- If you select a Region, also select an Edge before saving.
- In Voice Numbers, select New and enter the Name, Account, Phone Type and Phone Number.
- Select a Subsite where needed. Configure the number's assignment, hours and greetings before enabling it.
- Turn on Allow Outbound if operators should be able to call from this number, then save.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enabled | Settings › Voice › Voice Accounts | website | Off | Settings role | Makes the account available for selection when configuring a number. |
| Enabled | Settings › Voice › Voice Numbers › Number Setup | website | Off | Settings role | Enables this number, provided voice is also enabled for the website. |
| Allow Outbound | Settings › Voice › Voice Numbers › Number Setup | website | Off | Settings role | Makes this number available as an outbound calling number. |
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Name | Settings › Voice › Voice Accounts | Yes | Identifies the account in INSIDE. Enter 1 to 100 characters. |
| Type | Settings › Voice › Voice Accounts | Yes | Selects the provider. Twilio is the supported choice. |
| Region | Settings › Voice › Voice Accounts | No | Selects the provider region. If selected, an Edge must also be selected. |
| Edge | Settings › Voice › Voice Accounts | No | Selects the provider connection location or its low latency routing option. |
| Account SID | Settings › Voice › Voice Accounts | Yes | Identifies your Twilio account. |
| Auth Token | Settings › Voice › Voice Accounts | No | Supplies the provider authentication token when needed for account setup. |
| TwiML App SID | Settings › Voice › Voice Accounts | Yes | Identifies the Twilio application used for voice. |
| API Key SID | Settings › Voice › Voice Accounts | Yes | Identifies the provider API credential. |
| API Key Secret | Settings › Voice › Voice Accounts | Yes | Supplies the provider API credential secret. |
| Name | Settings › Voice › Voice Numbers › Number Setup | Yes | Identifies the number in INSIDE. Enter 1 to 100 characters. |
| Account | Settings › Voice › Voice Numbers › Number Setup | Yes | Links the number to an enabled voice account. |
| Phone Type | Settings › Voice › Voice Numbers › Number Setup | Yes | Classifies the number as Local, Toll Free or Mobile. |
| Phone Number | Settings › Voice › Voice Numbers › Number Setup | Yes | Stores the telephone number with its international country code. |
| Subsite | Settings › Voice › Voice Numbers › Number Setup | No | Associates calls through this number with a subsite. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Manage voice accounts and numbers. |
Limits and good to know
- Account and number names must contain 1 to 100 characters.
- Telephone numbers must contain 6 to 20 characters and include the country code.
- An account cannot be disabled while enabled numbers still use it. Disable those numbers first.
- Adding a number record in INSIDE does not itself establish a number provisioning or porting process.
- Outbound calling also needs operator permissions and an allowed destination.
Depends on and works with
+3 more · this feature uses
- Telephone music and greetingsEnhances
Numbers select reusable music and greetings.
- Call recordingEnhances
Recording can be enabled separately for each number.
- Telephone transcriptionEnhances
Number settings also control telephone transcription.
+7 more · used by
- Voicemail messages and follow-upRequires
Voicemail uses the configured telephone number and provider account.
- IVR telephone menus and execution historyRequires
The voice number and its provider account determine which menu flow is selected and recorded.
- Telephone music and greetingsRequires
Telephone numbers select which reusable messages to use.
- Call recordingRequires
Recording is enabled separately on each telephone number and uses its provider account.
- Telephone transcriptionRequires
Transcription uses the telephone number's enabled voice account and number options.
- Telephone directory and number blockingEnhances
Enabled voice accounts and numbers let operators call saved directory destinations.
- Voice, video and live show reportsConfigured by
Voice accounts and number records define the telephone numbers available in voice report filters.
View all connections as a list
This feature uses
- SubsitesConfigured by
A number can be associated with a subsite.
- Admin settings and feature switches · managed by PowerfrontLicence
Powerfront must enable voice for the website before its numbers can operate.
- Roles and permissionsConfigured by
Roles control access to voice configuration and call handling.
- Voice Autopilot call handlingEnhances
A number can select a Voice Autopilot feature.
- Telephone business hours and fallback handlingConfigured by
Each number has its own opening hours and unavailable actions.
- Voice queue and call offersConfigured by
Each number has assignment targets and a maximum wait time.
- Outbound calling permissions and restrictionsEnhances
Outbound calling uses numbers marked Allow Outbound.
- IVR telephone menus and execution historyEnhances
A number can use a telephone menu flow.
- Telephone music and greetingsEnhances
Numbers select reusable music and greetings.
- Call recordingEnhances
Recording can be enabled separately for each number.
- Telephone transcriptionEnhances
Number settings also control telephone transcription.
Used by
- Voice Autopilot call handlingRequires
Voice accounts and telephone numbers provide the incoming call service.
- Voice Autopilot connection setupRequires
An enabled voice account and telephone number with Voice AI Feature selected are needed to receive calls.
- Telephone business hours and fallback handlingRequires
Inbound service needs an enabled telephone number and provider account.
- Voice queue and call offersRequires
Calls enter through an enabled voice number.
- Operator telephone audio setupRequires
Browser calling needs the website's enabled voice account and numbers.
- Outbound calling permissions and restrictionsRequires
Operators select an enabled voice number configured for outbound use.
- Voice call controlsRequires
Telephone conferences use the website's voice account and number.
- Telephone callback requestsRequires
The request belongs to a configured voice number.
- Voicemail messages and follow-upRequires
Voicemail uses the configured telephone number and provider account.
- IVR telephone menus and execution historyRequires
The voice number and its provider account determine which menu flow is selected and recorded.
- Telephone music and greetingsRequires
Telephone numbers select which reusable messages to use.
- Call recordingRequires
Recording is enabled separately on each telephone number and uses its provider account.
- Telephone transcriptionRequires
Transcription uses the telephone number's enabled voice account and number options.
- Telephone directory and number blockingEnhances
Enabled voice accounts and numbers let operators call saved directory destinations.
- Voice, video and live show reportsConfigured by
Voice accounts and number records define the telephone numbers available in voice report filters.
FAQ and troubleshooting
Why is my account missing from the number's Account list?
Check that the account is Enabled and belongs to the website you are configuring.
Why does an enabled number still not receive calls?
Check its provider setup, Business Hours and assignment options. Powerfront must also have enabled voice for the website.
Why can an operator receive calls but not make them?
The calling number needs Allow Outbound. The operator also needs Voice and its Allow Outbound permission, and the destination must pass the website's calling policy.