Telephony

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Provision a phone number

Once you have finished instructing and testing your Operator, it’s ready to accept real customer calls! Head to the Telephony page and provision a phone number for your Operator.

You can then route calls from your IVR system to this phone number.

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Using your own Twilio account

You can use your own Twilio account by connecting it via Twilio Connect. Once connected, Twilio will create a subaccount for Operator. You’ll see the SID for this subaccount in your dashboard.

Move the phone number you’d like to use to this subaccount using:

curl -X POST https://api.twilio.com/2010-04-01/Accounts/AC00000000000000000000000000000001/IncomingPhoneNumbers/PNXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX.json  \
  --data-urlencode "AccountSid=AC00000000000000000000000000000002" \
  -u AC00000000000000000000000000000001:your_auth_token

This example request moves PNXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX from account AC00000000000000000000000000000001 to subaccount AC00000000000000000000000000000002.

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Rollout settings

The rollout settings let you incrementally introduce your Operator into your support system and restrict who can call your Operator.

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Fallback number

In the unlikely event that your Operator goes down, it will route all incoming calls to this fallback number so that no customer calls are dropped. We strongly recommend setting a fallback number before rolling your Operator out to real customers.

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Rollout percentage

We recommend incrementally rolling your Operator out to customers. Once you’ve set a fallback number, you can choose to have your Operator accept a portion of incoming calls, routing the remaining calls to the fallback number. In this way you can test your Operator on a few real customer calls and further improve it before rolling it out to the entire customer base.

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Anonymous callers

To prevent abuse and spam from malicious actors, you can instruct your Operator to automatically decline calls from anonymous numbers.