Phone numbers and call routing
A Wirevox phone number is a workspace telephony resource. Assigning it to a published voice agent creates the routing relationship used for inbound calls and provides the originating number used by that agent's outbound calls.
Phone numbers do not belong to an agent configuration version. Publishing changes the behavior used on calls; assigning a number changes which agent receives or originates them.
In this topic
- Search for and acquire a number — search live provider inventory, understand plan allowance, and confirm a number purchase.
- Assign a number and activate an agent — follow workspace, publication, one-to-one assignment, reassignment, and status rules.
- Understand inbound routing — follow a call from the dialed number to published agent configuration and runtime eligibility checks.
- Understand outbound caller identity — see how the assigned number is used for outbound calls, SMS, and agent transfers.
- Release and reclaim numbers — understand unassignment, 30-day grace, billing effects, reclamation, and permanent release.
- Test and troubleshoot routing — diagnose acquisition, assignment, inbound, outbound, transfer, and lifecycle failures.
Resource model
Workspace
├─ Phone number A ── assigned to ── Voice agent A
├─ Phone number B ── assigned to ── Voice agent B
└─ Phone number C ── unassigned
Current assignment rules are one-to-one:
- an active number can be assigned to one agent;
- an agent can have one active number;
- the number and agent must belong to the same workspace;
- the agent must have been published at least once; and
- Website Chat agents do not use phone numbers.
One unassigned number can remain in inventory, but calls to it do not route to a Wirevox agent.
Separate the lifecycle states
| State | Meaning |
|---|---|
| Number is active | It is in workspace inventory and can be assigned. |
| Number is in grace | It is reserved temporarily, unassigned, and not routing calls. |
| Agent is published | A frozen version exists for live calls. |
| Agent is Active | It is eligible to handle real calls when the workspace and routing checks also pass. |
| Agent is Paused | Incoming calls are rejected even if a number remains assigned. |
| Agent has an unpublished draft | Browser tests can use it, but live calls continue using the published version. |
Go-live sequence
- Create and configure a voice agent.
- Test the draft.
- Publish the agent.
- Acquire an active number in the same workspace.
- Assign the number to the agent.
- Start the agent.
- Call the number from an external phone.
- Verify the call log, transcript, outcome, duration, and credits.