20.1 Overview

The SIP Trunk section allows advanced AIUNIFY Call Center customers to connect business telephone infrastructure to the platform.

A SIP trunk is a virtual telephone connection that carries voice calls over the internet instead of relying entirely on traditional physical telephone lines.

Customers may use SIP trunking to:

1. Connect telephone numbers from a Twilio account
2. Route inbound calls into AIUNIFY Call Center
3. Route calls to an on-premises or hosted PBX
4. Use existing business extensions
5. Connect Asterisk, FreePBX, 3CX, or another SIP-compatible system
6. Make outbound calls through Twilio
7. Import and assign telephone numbers
8. Monitor call activity
9. Monitor trunk health
10. Synchronize provider telephone numbers
11. Support advanced business call routing

This chapter covers customer-controlled SIP trunks and local PBX connections.

It does not cover administrator-only BYOC carrier management.

20.2 Who Should Use This Chapter?

This chapter is intended for:

1. Customer account owners
2. Customer telephone administrators
3. Customer IT personnel
4. Authorized network administrators
5. PBX administrators
6. Telecommunications consultants

Regular calling Agents do not normally configure SIP trunks.

Agents may use numbers delivered through a trunk after the Customer has completed the setup and assigned the numbers correctly.

20.3 What Is a SIP Trunk?

A SIP trunk is an internet-based connection between telephone systems.

It can connect:

or:

The trunk controls the route.

Telephone numbers determine which calls enter or leave through the route.

20.4 SIP Trunk Compared with a Direct Number

AIUNIFY Call Center can use telephone numbers from different sources.

Direct Twilio Number

A direct number is managed through the primary AIUNIFY telephone-number system.

It is normally the simplest choice for:

1. Browser softphone calls
2. Standard campaigns
3. AI Agent calls
4. SMS messaging
5. Basic inbound calls

SIP Trunk Number

A trunk number is connected to a SIP trunk.

It may be preferred when the business:

1. Already has a PBX
2. Uses desk-phone extensions
3. Wants centralized call routing
4. Needs advanced telephony
5. Uses an on-premises telephone system
6. Wants existing numbers connected to AIUNIFY
7. Needs a bridge between cloud and local systems

Customers who do not operate a PBX or advanced telephone environment may not need SIP trunking.

20.5 Requirements Before Setup

Before beginning, confirm that the Customer has:

1. An active AIUNIFY Call Center account.
2. Access to the SIP Trunk feature.
3. An eligible subscription or feature configuration.
4. An active Twilio connection available to the account.
5. Valid Twilio account access.
6. At least one eligible telephone number.
7. A publicly accessible AIUNIFY Call Center domain.
8. A valid SSL certificate.
9. Permission to configure business telephony.
10. Network and PBX information when local routing is required.

The platform administrator may need to enable SIP access before the menu becomes visible.

20.6 Local PBX Requirements

Customers connecting a local PBX should prepare:

1. Public PBX IP address or hostname
2. SIP port
3. Transport protocol
4. SIP username when required
5. SIP password when required
6. Firewall configuration
7. NAT configuration
8. RTP media-port configuration
9. Supported audio codecs
10. PBX administrator access

The PBX must be reachable from the external telephone provider.

A private address such as:

cannot normally be reached directly from the public internet.

The Customer must provide a public address, VPN, tunnel, or other approved connection method.

20.7 Supported PBX Types

The setup interface specifically references compatible systems such as:

1. Asterisk
2. FreePBX
3. 3CX
4. Other SIP-compatible servers

Compatibility depends on the PBX’s ability to:

1. Send and receive SIP traffic
2. Use the selected transport
3. Authenticate correctly
4. Route RTP audio
5. Accept the provider’s signaling
6. Present valid caller identification

Consult the PBX documentation when configuring its side of the connection.

20.8 Opening SIP Trunk Management

To open the feature:

1. Sign in as the Customer account owner or authorized user.
2. Open the main navigation menu.
3. Locate the telephony or Twilio section.
4. Select SIP Trunk or SIP Trunk Management.

The main page is located at:

The page displays the Customer’s existing trunk or provides an option to begin setup.

20.9 One Active Trunk per Customer

The current system permits only one active or in-progress SIP trunk for a Customer account.

When the Customer already has a trunk, attempting to create another may produce a message similar to:

The existing trunk must be disconnected or permanently removed before another setup can begin.

Do not disconnect a working trunk without reviewing its phone numbers, campaigns, AI Agents, Agents, and PBX routing.

20.10 Understanding the SIP Trunk Management Page

The page may display:

1. Friendly name
2. General status
3. Health status
4. Trunk domain
5. Setup progress
6. Setup step
7. Number of connected phone numbers
8. Total calls
9. Total minutes
10. Average call duration
11. Active numbers
12. Last call
13. Last health check
14. Detected issues
15. Management actions

The Customer sees only a trunk owned by their account.

20.11 Starting the Setup Wizard

To begin:

1. Open SIP Trunk Management.
2. Click Setup SIP Trunk, Connect SIP Trunk, or the applicable button.
3. Confirm that the connected Twilio account is correct.
4. Enter a friendly name.
5. Decide whether calls should route to a local PBX.
6. Enter PBX details when required.
7. Submit the form.
8. Monitor the progress display.

The setup page is located at:

20.12 Friendly Name

The Friendly Name identifies the trunk inside the platform.

Examples include:

The field is optional.

When no name is entered, the system can generate a name based on the Customer account.

Do not place passwords, tokens, or other credentials in the Friendly Name.

20.13 Standard Cloud Routing

When Route calls to my local PBX/SIP server is not selected, the platform configures a standard application-based trunk.

This method is appropriate when:

1. Calls are handled primarily inside AIUNIFY
2. Customers use the browser softphone
3. Campaigns use AIUNIFY calling
4. AI Agents place calls
5. A local business PBX is not required

In this mode, many application calls use the provider’s REST API and AIUNIFY call routes rather than relying on a local PBX.

20.14 Enabling Local PBX Routing

Select:

when calls should be connected to a Customer-controlled PBX.

When enabled, additional fields appear for:

1. PBX IP address
2. PBX port
3. Transport protocol
4. Username
5. Password

The system creates a SIP URI from the information provided.

20.15 Local PBX IP Address

Enter the public IP address or reachable hostname of the PBX.

Examples:

The address must point to the Customer’s PBX or approved SIP gateway.

Do not enter:

1. An unrelated server
2. A private address with no tunnel
3. The AIUNIFY website domain unless it hosts the PBX
4. A temporary address that changes frequently

A static public IP address is strongly recommended.

20.16 SIP Port

The default SIP port is:

Common values include:

5060

Frequently used for SIP over UDP or TCP.

5061

Frequently used for SIP over TLS.

The actual port must match the PBX configuration.

The Customer’s firewall must permit the selected traffic.

20.17 Transport Protocol

The supported transport options are:

1. UDP
2. TCP
3. TLS

UDP

Commonly used for SIP and generally simple to configure.

TCP

Uses a persistent connection and may handle larger SIP messages more reliably.

TLS

Encrypts SIP signaling.

TLS is preferred when both sides are correctly configured for secure signaling.

Selecting TLS in AIUNIFY does not automatically configure the PBX certificate, firewall, or security policies.

20.18 Local PBX SIP URI

The platform builds a SIP URI using the entered PBX information.

For example:

or:

This URI tells the provider where calls should be routed.

The PBX must be listening at the exact address, port, and protocol shown.

20.19 Optional PBX Username

Some PBX environments require a username for SIP authentication.

Enter the username supplied or configured by the Customer’s PBX administrator.

Use a dedicated trunk username rather than:

1. The AIUNIFY login email
2. The Customer password
3. An Agent password
4. A general administrator username

20.20 Optional PBX Password

Enter the trunk-specific PBX password when authentication is required.

The application encrypts the stored local PBX password.

Use a strong, unique password.

Do not reuse:

1. The AIUNIFY password
2. The Twilio Auth Token
3. An email password
4. A server root password
5. An Agent password

20.21 Firewall Requirements

The Customer must configure the firewall to permit approved SIP and RTP traffic.

This may include:

1. SIP signaling port
2. RTP media-port range
3. Provider source IP ranges
4. PBX public address
5. Selected protocol
6. Return traffic

Opening all ports to the entire internet is not recommended.

Restrict traffic to authorized sources whenever possible.

20.22 NAT Requirements

A PBX behind a router may use Network Address Translation.

Incorrect NAT settings can cause:

1. One-way audio
2. No audio
3. Dropped calls
4. Incorrect SIP contact addresses
5. Calls that ring but cannot connect

The PBX should advertise its correct public address to the provider.

Consult the PBX and firewall documentation for NAT configuration.

20.23 Starting the Automated Setup

After entering the required information:

1. Review the friendly name.
2. Review the PBX routing selection.
3. Verify the public IP or hostname.
4. Verify the port.
5. Verify the transport.
6. Verify optional credentials.
7. Click the setup button.

The platform creates a trunk record immediately and starts the automated setup process.

20.24 Automated Setup Stages

The setup normally progresses through the following stages.

Credentials

The system verifies the connected Twilio account and confirms that it is active.

Creating Trunk

A new Twilio Elastic SIP Trunk is created.

Configuring Origination

Inbound routing and AIUNIFY webhook information are prepared.

Configuring Termination

Outbound routing or local PBX termination is configured.

Importing Phone Numbers

Eligible numbers are retrieved and connected to the trunk record.

Testing

The platform runs initial connection tests.

Completed

The trunk is marked Active and receives a health status.

20.25 Setup Progress

The setup page displays a progress percentage and current step.

Example stages may include:

Do not repeatedly submit the form while the setup is running.

20.26 Setup Time

The interface indicates that setup may take less than one minute.

Actual processing may take longer when:

1. The provider responds slowly
2. Many numbers must be imported
3. Network connectivity is delayed
4. A background job is delayed
5. PBX testing takes longer
6. Provider services are temporarily unavailable

Remain on the setup page while progress is available.

20.27 Successful Setup

When setup succeeds:

1. Setup progress reaches 100%
2. The status becomes Active
3. A trunk domain is displayed
4. Phone numbers may be imported
5. Initial health information is stored
6. The trunk dashboard becomes available

The health status may be Healthy, Degraded, or another condition depending on the test results.

Active does not always mean every health test passed.

20.28 Failed Setup

When setup fails:

1. The trunk status may become Error
2. The last error is recorded
3. Created provider resources may be cleaned up
4. The Customer may be prevented from using the trunk
5. A new setup may require disconnection or removal of the failed record

Review the exact setup step and error before trying again.

20.29 Opening the Trunk Dashboard

To open the trunk:

1. Open SIP Trunk Management.
2. Select the trunk name or Manage.

The dashboard is located at:

The dashboard provides status, statistics, configuration details, phone numbers, health history, and management actions.

20.30 Understanding Trunk Status

Possible general statuses include:

Setting Up

Configuration is still in progress.

Active

The trunk setup completed and the trunk is enabled.

Error

The setup or operation encountered an error.

Disconnected

The Customer disconnected the trunk from active AIUNIFY use.

Inactive

The record exists but is not currently operational.

Review both Status and Health Status before using the trunk.

20.31 Understanding Health Status

Health Status describes the condition of the trunk’s tested components.

Healthy

Required checks are passing.

Degraded

The trunk is partly operational, but one or more issues need attention.

Unhealthy or Down

A serious configuration or connectivity problem exists.

Unknown

The trunk has not been checked recently or a result could not be determined.

Do not launch high-volume calling while the trunk is degraded or unhealthy.

20.32 Trunk Statistics

The dashboard displays operational measurements.

Total Calls

The number of calls recorded through the trunk.

Total Minutes

The total duration of trunk calls.

Average Call Duration

The average call length.

Active Numbers

The number of active telephone numbers currently connected to the trunk.

These statistics update as eligible activity is recorded.

20.33 Configuration Details

The dashboard may display:

1. Trunk SID
2. Trunk domain
3. Origination URL
4. Termination method
5. Status
6. Health status
7. Local PBX routing status
8. PBX SIP URI
9. Transport protocol
10. Creation date
11. Last call date
12. Last health check

The Trunk SID is useful when working with authorized technical support.

Do not publish it unnecessarily.

20.34 Trunk Domain

The Trunk Domain is the provider-generated SIP domain.

It may resemble:

The exact value is created during setup.

The domain may be required when configuring:

1. PBX outbound routing
2. SIP peers
3. Trunk destinations
4. Provider support
5. Telephone gateways

Copy it exactly.

20.35 Origination Routing

Origination relates to inbound call routing.

In the current customer trunk workflow, inbound calls may continue to use telephone-number voice webhooks associated with the Customer rather than relying exclusively on a traditional trunk origination address.

The displayed Origination URL identifies the AIUNIFY route associated with the Customer’s inbound call handling.

Do not change provider webhooks without understanding how this affects AIUNIFY calls.

20.36 Termination Routing

Termination relates to outbound call routing.

The configuration may use:

1. Local PBX routing
2. IP-based access
3. Credential-based access
4. Application-based provider calling

When local PBX routing is enabled, the provider is configured to route eligible calls toward the Customer’s PBX.

20.37 Phone Numbers Table

The trunk dashboard displays connected phone numbers.

Each number may show:

1. Formatted telephone number
2. Friendly name
3. Voice capability
4. SMS capability
5. MMS capability
6. Assignment type
7. Assigned user or feature
8. Availability

The capabilities determine how the number can be used.

20.38 Number Assignment Types

A trunk number may be assigned to:

1. Softphone use
2. A campaign
3. An AI Agent
4. An Agent or user
5. General Customer use
6. No assignment

The available assignment options depend on the number, Customer records, and current interface.

Avoid assigning the same number to incompatible workflows.

20.39 Synchronizing Phone Numbers

Use Sync Phone Numbers after:

1. Purchasing a number in Twilio
2. Removing a number
3. Changing provider inventory
4. Completing trunk setup
5. Correcting a provider configuration
6. Noticing a missing number

To synchronize:

1. Open the trunk dashboard.
2. Click Sync Phone Numbers.
3. Wait for the result.
4. Review the synchronized count.
5. Refresh the number table.

The system verifies that the signed-in Customer owns the trunk before performing the synchronization.

20.40 Number Does Not Appear After Synchronization

Confirm that:

1. The number belongs to the connected Twilio account
2. The number is active
3. The Customer is viewing the correct trunk
4. The provider API returns the number
5. The number has not been released
6. The synchronization completed successfully

Review the displayed sync message.

20.41 Assigning a Number

To assign a trunk number:

1. Open the trunk dashboard.
2. Locate the number.
3. Select the assignment control.
4. Choose the appropriate user, campaign, AI Agent, or usage type.
5. Save the assignment.
6. Test the number.

A number assigned to an AI Agent may not be available for ordinary manual softphone calling.

20.42 Assigning a Number to an Agent

Before assigning a number to an Agent:

1. Confirm the Agent is Active
2. Confirm the Agent belongs to the Customer
3. Confirm the number supports Voice
4. Confirm the trunk is Healthy
5. Confirm the Agent has calling permission

After assignment, ask the Agent to sign out and sign back in when the number does not appear immediately.

20.43 Assigning a Number to a Campaign

Before selecting a trunk number for a campaign:

1. Confirm the number is active.
2. Confirm Voice capability.
3. Confirm the trunk is Healthy.
4. Confirm outbound routing works.
5. Review geographic permissions.
6. Review Customer credits.
7. Review provider capacity.
8. Place a test call.
9. Save the campaign.

Do not launch a high-volume campaign without confirming concurrent-call capacity and PBX performance.

20.44 Assigning a Number to an AI Agent

Before assigning a number to an AI Agent:

1. Confirm Voice capability
2. Confirm inbound or outbound routing requirements
3. Confirm AI Agent status
4. Confirm webhook configuration
5. Confirm the trunk and PBX are available
6. Run the AI Agent configuration test
7. Complete a controlled test call

A trunk failure can interrupt an AI Agent even when the AI Agent configuration itself is correct.

20.45 Running a Health Check

To test trunk health:

1. Open the trunk dashboard.
2. Click Health Check or Run Health Check.
3. Wait for all tests to complete.
4. Review the overall status.
5. Review each individual test.
6. Correct reported issues.
7. Run the check again.

The system verifies ownership before running the health process.

20.46 Health Check Components

The health process may review:

1. API connectivity
2. Trunk configuration
3. Phone-number availability
4. Inbound routing
5. Outbound calling
6. Provider response time
7. Required credentials
8. General operational state

The exact tests can vary according to configuration.

20.47 Health History

The dashboard records recent health checks.

Each record may show:

1. Check type
2. Success or failure
3. Response time in milliseconds
4. Error message
5. Date and time

Use Health History to identify recurring problems.

20.48 Understanding Detected Issues

The dashboard may display issues with severity levels.

Examples include:

1. No active phone numbers
2. Failed provider connection
3. Invalid routing
4. Missing configuration
5. Repeated health-check failures
6. No recent call activity
7. Degraded response time

Resolve critical issues before relying on the trunk for business operations.

20.49 Testing Outbound Calls

After setup:

1. Confirm the trunk is Active.
2. Confirm Health Status is Healthy.
3. Confirm a Voice-capable number is assigned.
4. Confirm the Customer has credits.
5. Confirm the destination country is permitted.
6. Place a test call.
7. Answer the call.
8. Confirm two-way audio.
9. End the call.
10. Review Call History.
11. Review the PBX and provider logs when applicable.

20.50 Testing Inbound Calls

To test inbound routing:

1. Call the assigned business number from an outside telephone.
2. Confirm the call reaches the intended destination.
3. Confirm the PBX extension or AIUNIFY workflow rings.
4. Answer the call.
5. Confirm two-way audio.
6. End the call.
7. Review the call record.
8. Review PBX logs.

Test inbound and outbound calling separately.

20.51 Testing Local PBX Extensions

When the PBX manages extensions:

1. Call the trunk number externally.
2. Confirm the PBX receives the call.
3. Confirm the intended extension rings.
4. Test extension transfers.
5. Test voicemail.
6. Test business-hours routing.
7. Test after-hours routing.
8. Test caller identification.
9. Confirm the AIUNIFY call record is created when applicable.

20.52 One-Way Audio

One-way audio usually indicates an RTP, NAT, or firewall issue.

Confirm:

1. RTP ports are open
2. The PBX advertises the correct public IP
3. NAT is configured
4. The provider can reach the PBX
5. The PBX can reach the provider
6. Audio codecs are compatible
7. SIP ALG is not interfering
8. Secure media settings match

A call can connect successfully even when audio routing is incorrect.

20.53 No Audio

When neither side can hear audio, review:

1. RTP port range
2. Public IP address
3. NAT settings
4. Firewall rules
5. PBX media address
6. Codec support
7. TLS and secure-media settings
8. Provider network restrictions

Review the PBX’s SIP and RTP logs.

20.54 Calls Do Not Ring the PBX

Confirm:

1. Local PBX routing is enabled
2. The PBX SIP URI is correct
3. The public address is reachable
4. The SIP port is open
5. The transport protocol matches
6. The PBX accepts provider traffic
7. The number is connected to the trunk
8. Inbound routing is active
9. The firewall is not blocking the request

Run a health check after correcting the configuration.

20.55 Outbound Calls from the PBX Fail

Confirm:

1. The trunk domain is correct
2. PBX authentication is correct
3. IP access is authorized
4. The caller ID is permitted
5. The destination is formatted correctly
6. Geographic permissions allow the country
7. The provider account is active
8. AIUNIFY and provider credits are sufficient
9. The transport protocol matches

Review the provider error code.

20.56 Authentication Failure

Credential authentication may fail because of:

1. Incorrect username
2. Incorrect password
3. Wrong authentication realm
4. Incorrect trunk domain
5. Expired or changed credentials
6. Extra spaces
7. PBX using another account

IP authentication may fail because of:

1. Incorrect public IP
2. Dynamic IP change
3. Missing access-control entry
4. Traffic leaving through another gateway
5. IPv4 and IPv6 mismatch

20.57 Transport Mismatch

Calls may fail when one side uses UDP while the other expects TCP or TLS.

Confirm that the same transport is selected in:

1. AIUNIFY setup
2. PBX trunk configuration
3. Firewall rule
4. Provider destination
5. SIP URI

When using TLS, confirm that certificate requirements are satisfied.

20.58 Port Is Closed

A closed SIP port prevents the provider from reaching the PBX.

Test the port from an authorized external location.

Confirm:

1. Firewall rule
2. Router forwarding
3. PBX listening service
4. Public IP
5. Selected transport
6. Security group
7. Hosting-provider firewall

Do not expose unnecessary management ports.

20.59 PBX Has a Dynamic IP Address

IP-based routing may fail when the Customer’s public IP changes.

Recommended options include:

1. Obtain a static public IP
2. Use a supported VPN or tunnel
3. Use credential-based authentication
4. Update the configured IP whenever it changes
5. Use a stable hosted PBX

A residential dynamic address is generally not recommended for critical business telephony.

20.60 Concurrent Calls

Concurrent calls are calls occurring at the same time.

The practical trunk capacity may depend on:

1. Provider limits
2. PBX hardware
3. Internet bandwidth
4. Server capacity
5. Customer credits
6. Campaign settings
7. Number configuration
8. Codec bandwidth

Test capacity gradually.

Do not begin with a high-volume campaign on an untested PBX.

20.61 Call Recording

Trunk settings can include a recording option.

Before using recording:

1. Review applicable consent laws
2. Provide required notices
3. Restrict access
4. Protect downloaded recordings
5. Establish retention rules
6. Review storage use
7. Limit Agent permissions

The presence of a recording setting does not remove the Customer’s legal responsibilities.

20.62 Secure Trunking

The trunk model supports secure trunking.

Secure trunking may use:

1. TLS for SIP signaling
2. Secure credentials
3. Restricted IP access
4. Encrypted media when properly configured

Both ends must support compatible security.

A mismatched security configuration can prevent calls from connecting.

20.63 Caller Name Lookup

The trunk configuration can support caller-name lookup.

Caller-name information may depend on:

1. Country
2. Carrier
3. Number type
4. Provider database
5. Recipient network

Caller-name information is not guaranteed to be accurate.

20.64 Disaster Recovery

The provider trunk can include a disaster-recovery URL.

Disaster recovery may be used when:

1. The primary route is unavailable
2. The AIUNIFY endpoint cannot respond
3. The PBX is offline
4. A network failure occurs

Customers should understand their actual fallback behavior and test it under controlled conditions.

Do not assume disaster recovery works without testing.

20.65 Disconnecting the Trunk

Disconnecting is intended to stop normal use while preserving the trunk record.

To disconnect:

1. Open the trunk dashboard.
2. Select Disconnect.
3. Review the warning.
4. Confirm the action.

After disconnection:

1. The AIUNIFY trunk record remains
2. Historical information may remain
3. Normal calling may stop
4. A new setup may become possible
5. The provider trunk may still exist

Use Disconnect for a temporary or planned shutdown.

20.66 Effects of Disconnection

Before disconnecting, review:

1. Active calls
2. Campaigns
3. AI Agents
4. Assigned Agents
5. Local PBX routing
6. Phone-number assignments
7. Scheduled follow-ups
8. Inbound call expectations

Disconnection may cause these workflows to fail.

20.67 Permanently Deleting the Trunk

Permanent deletion removes the trunk more completely.

The Customer interface may send the deletion request with the permanent option enabled.

Permanent deletion can:

1. Delete the trunk from Twilio
2. Delete the AIUNIFY trunk record
3. Remove local configuration
4. Interrupt assigned numbers
5. Break PBX routing
6. Affect campaigns
7. Affect AI Agents
8. Prevent easy recovery

Treat permanent deletion as irreversible.

20.68 Preparing for Permanent Deletion

Before deleting:

1. Stop active campaigns.
2. Stop or redirect inbound calls.
3. Reassign Agents.
4. Reassign AI Agents.
5. Remove campaign number assignments.
6. Export required reports.
7. Record the trunk domain.
8. Record PBX settings.
9. Review provider numbers.
10. Confirm that the trunk is no longer required.
11. Notify the PBX administrator.
12. Create a replacement routing plan when needed.

20.69 Disconnect Versus Permanent Delete

Disconnect

Use when the trunk may be restored or replaced later.

The record and provider resources may remain.

Permanent Delete

Use when the trunk should be removed from both AIUNIFY and the connected Twilio account.

Permanent Delete has a much greater operational impact.

20.70 Customer Ownership Protection

The system checks that the signed-in Customer owns a trunk before allowing:

1. Viewing
2. Synchronization
3. Health checks
4. Number assignments
5. Disconnection
6. Permanent deletion

A Customer should not be able to manage another Customer’s trunk.

Report any unexpected cross-account trunk information immediately.

20.71 Agent Access

Agents do not normally manage the trunk configuration.

An Agent may use:

1. An assigned trunk phone number
2. The browser softphone
3. A permitted campaign
4. Call records related to their work

Agents should contact the Customer account owner when a trunk number is missing or unavailable.

20.72 BYOC Is Not Included

The separate BYOC section manages external carriers, connection policies, and carrier targets.

Those controls are administrator-only in the current customer-manual structure.

Customers should not use administrator BYOC instructions unless the platform operator has expressly authorized and supported that configuration.

20.73 Setup Page Is Missing

Confirm:

1. The SIP feature is enabled
2. The Customer’s plan includes SIP access
3. The account is active
4. The Customer is signed in
5. Twilio is configured
6. The menu is not restricted by permissions
7. The browser session is current

Contact the platform administrator when SIP access should be included but is unavailable.

20.74 Twilio Account Is Not Connected

The setup wizard requires an active Twilio configuration.

When the page reports that Twilio is unavailable:

1. Do not enter PBX credentials elsewhere.
2. Contact the platform administrator.
3. Confirm whether the SIP feature uses the platform’s Twilio account or a Customer-connected account.
4. Resume setup only after the page confirms the account is connected.

20.75 Invalid Twilio Credentials

The setup verifies the Account SID and Auth Token format and checks whether the account is active.

Invalid credentials can cause the setup to fail before a trunk is created.

Only authorized personnel should update Twilio credentials.

20.76 Setup Stops at One Stage

If progress remains unchanged:

1. Record the displayed step.
2. Record the percentage.
3. Wait for the current request to finish.
4. Refresh the setup-status page once.
5. Review the error message.
6. Confirm provider availability.
7. Contact support with the trunk ID and setup step.

Do not create repeated setup records.

20.77 Trunk Is Active but Degraded

A trunk may be Active while one or more health tests fail.

Review:

1. Phone-number status
2. PBX reachability
3. Inbound routing
4. Outbound routing
5. Provider response
6. Last error
7. Health History

Correct the failed component and rerun the health check.

20.78 No Phone Numbers Are Imported

Confirm:

1. The connected Twilio account owns numbers
2. The numbers are active
3. The credentials can list them
4. Setup reached the import stage
5. Sync Phone Numbers completes
6. The numbers are not in another subaccount

A trunk without a usable number cannot receive normal public calls.

20.79 Number Is Imported but Cannot Be Assigned

Confirm:

1. The number is active
2. The number belongs to the Customer
3. The assignment target is eligible
4. The Agent or AI Agent is active
5. The number is not already assigned incompatibly
6. The account has the required permissions

Refresh the assignment options when recent users or campaigns are missing.

20.80 Trunk Calls Do Not Appear in Statistics

Possible causes include:

1. Calls are using direct Twilio routing
2. The number is not attached to the trunk
3. Call callbacks are missing
4. The PBX routes around AIUNIFY
5. The call was not recorded in the AIUNIFY database
6. Statistics have not refreshed

Confirm the route used by the test call.

20.81 No Recent Call Warning

The system may identify a trunk as needing attention when no calls have occurred for an extended period.

This does not always indicate failure.

It may mean:

1. The trunk is unused
2. The business is seasonal
3. Calls use another route
4. Numbers are not assigned
5. The PBX is bypassing AIUNIFY

Place a controlled test call when the trunk is expected to be active.

20.82 Recommended Maintenance

Customers should regularly:

1. Run health checks
2. Review Health History
3. Review number assignments
4. Review total calls and minutes
5. Review the last call date
6. Test inbound calls
7. Test outbound calls
8. Review PBX logs
9. Review firewall rules
10. Review provider costs
11. Confirm SSL remains valid
12. Rotate exposed PBX credentials
13. Remove unused assignments
14. Test disaster recovery

20.83 Monthly Trunk Review

A monthly review should include:

1. Trunk status
2. Health status
3. Active phone numbers
4. Number assignments
5. Total calls
6. Total minutes
7. Average duration
8. Last call
9. Failed health checks
10. Provider charges
11. PBX software updates
12. Firewall changes
13. Credential security
14. Disaster-recovery readiness

20.84 SIP Security Practices

Protect the trunk by:

1. Using strong unique credentials
2. Restricting source IP addresses
3. Using TLS when supported
4. Protecting RTP media
5. Limiting geographic destinations
6. Monitoring unusual call volume
7. Reviewing international calls
8. Keeping PBX software updated
9. Disabling unused extensions
10. Restricting administrator access
11. Monitoring provider charges
12. Rotating exposed passwords

SIP fraud can create significant calling costs.

Investigate unexpected activity immediately.

20.85 Local PBX Readiness Checklist

Before enabling live routing, confirm:

1. The PBX has a stable public address.
2. The selected SIP port is open.
3. The selected transport matches.
4. NAT is configured.
5. RTP ports are configured.
6. The PBX username is correct.
7. The PBX password is correct.
8. The trunk domain is configured in the PBX.
9. Inbound calling works.
10. Outbound calling works.
11. Two-way audio works.
12. Caller identification is correct.
13. Transfers work.
14. Voicemail works.
15. Business-hours routing works.
16. After-hours routing works.
17. Health checks pass.
18. Firewall rules are restricted.
19. Disaster recovery is tested.
20. A PBX administrator is responsible for maintenance.

20.86 SIP Trunk Readiness Checklist

Before using the trunk for campaigns or AI Agents, confirm:

1. Setup progress is 100%.
2. Status is Active.
3. Health Status is Healthy.
4. The trunk domain is displayed.
5. The correct numbers are imported.
6. Voice capability is available.
7. Number assignments are correct.
8. The Customer has sufficient credits.
9. Geographic permissions are correct.
10. The provider account is active.
11. Outbound test calls work.
12. Inbound test calls work.
13. Call records are created.
14. Statistics update.
15. PBX routing is tested when enabled.
16. Agents can access assigned numbers.
17. AI Agents are tested.
18. Campaign concurrency is appropriate.
19. Recording requirements are satisfied.
20. Security monitoring is active.

20.87 Chapter Summary

SIP Trunks provide advanced Customer telephony by connecting AIUNIFY Call Center, Twilio, business phone numbers, and optional local PBX systems.

Customers can use the guided setup wizard to create one active trunk for their account.

The automated setup validates the connected Twilio account, creates the trunk, configures routing, imports telephone numbers, runs connection tests, and reports progress.

Customers may choose standard application routing or enable local PBX routing for Asterisk, FreePBX, 3CX, or another SIP-compatible system.

Local PBX configuration requires a reachable public IP address or hostname, SIP port, transport method, firewall and NAT configuration, and optional authentication credentials.

The trunk dashboard displays status, health, configuration information, connected telephone numbers, total calls, total minutes, average duration, recent health checks, and detected issues.

Customers can synchronize phone numbers, assign numbers, run health checks, temporarily disconnect the trunk, or permanently delete it.

Disconnecting preserves more of the configuration, while permanent deletion may remove the trunk from both AIUNIFY and Twilio.

This advanced feature should be managed only by authorized Customer telephone or IT personnel. Regular Agents should use assigned numbers without changing the underlying SIP configuration.