# Voice provider accounts and telephone numbers

Connect a voice provider account and telephone numbers so your website can receive and make telephone calls.

*Release 3.3 · admin, developer*

**Settings › Voice › Voice Accounts** · **Settings › Voice › Voice Numbers**

## 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

1. Create an account in **Voice Accounts**, enter its **Name** and provider details, and select **Enabled**.
2. If you select a **Region**, also select an **Edge** before saving.
3. In **Voice Numbers**, select **New** and enter the **Name**, **Account**, **Phone Type** and **Phone Number**.
4. Select a **Subsite** where needed. Configure the number's assignment, hours and greetings before enabling it.
5. 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

### This feature uses

- **Configured in** [Subsites](ADM-003.md): A number can be associated with a subsite.
- **Configured in** [Roles and permissions](ADM-008.md): Roles control access to voice configuration and call handling.
- **Configured in** [Telephone business hours and fallback handling](RTC-002.md): Each number has its own opening hours and unavailable actions.
- **Configured in** [Voice queue and call offers](RTC-003.md): Each number has assignment targets and a maximum wait time.
- **Works better with** [Voice Autopilot call handling](AI-013.md): A number can select a Voice Autopilot feature.
- **Works better with** [Outbound calling permissions and restrictions](RTC-005.md): Outbound calling uses numbers marked Allow Outbound.
- **Works better with** [IVR telephone menus and execution history](RTC-011.md): A number can use a telephone menu flow.
- **Works better with** [Telephone music and greetings](RTC-012.md): Numbers select reusable music and greetings.
- **Works better with** [Call recording](RTC-013.md): Recording can be enabled separately for each number.
- **Works better with** [Telephone transcription](RTC-014.md): Number settings also control telephone transcription.
- **Needs licence or module** Admin settings and feature switches (managed by Powerfront): Powerfront must enable voice for the website before its numbers can operate.

### Used by

- **Required by** [Voice Autopilot call handling](AI-013.md): Voice accounts and telephone numbers provide the incoming call service.
- **Required by** [Voice Autopilot connection setup](AIP-025.md): An enabled voice account and telephone number with Voice AI Feature selected are needed to receive calls.
- **Required by** [Telephone business hours and fallback handling](RTC-002.md): Inbound service needs an enabled telephone number and provider account.
- **Required by** [Voice queue and call offers](RTC-003.md): Calls enter through an enabled voice number.
- **Required by** [Operator telephone audio setup](RTC-004.md): Browser calling needs the website's enabled voice account and numbers.
- **Required by** [Outbound calling permissions and restrictions](RTC-005.md): Operators select an enabled voice number configured for outbound use.
- **Required by** [Voice call controls](RTC-006.md): Telephone conferences use the website's voice account and number.
- **Required by** [Telephone callback requests](RTC-009.md): The request belongs to a configured voice number.
- **Required by** [Voicemail messages and follow-up](RTC-010.md): Voicemail uses the configured telephone number and provider account.
- **Required by** [IVR telephone menus and execution history](RTC-011.md): The voice number and its provider account determine which menu flow is selected and recorded.
- **Required by** [Telephone music and greetings](RTC-012.md): Telephone numbers select which reusable messages to use.
- **Required by** [Call recording](RTC-013.md): Recording is enabled separately on each telephone number and uses its provider account.
- **Required by** [Telephone transcription](RTC-014.md): Transcription uses the telephone number's enabled voice account and number options.
- **Configures** [Voice, video and live show reports](REP-027.md): Voice accounts and number records define the telephone numbers available in voice report filters.
- **Enhances** [Telephone directory and number blocking](RTC-016.md): Enabled voice accounts and numbers let operators call saved directory destinations.

## 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.