Numbers
The numbers on Woise are always your own. You connect the carrier account that holds the number, add it, and choose which workflow answers it. From then on your agent picks up real calls on that number and can call out from it.
Until a number is connected you can still try any workflow with a test call in the browser. Numbers live under Telephony in the menu, on the Numbers page. It lists every number with its Label, its Connection, the Inbound agent that answers it, and its Status.
Bringing your number
Which carriers you can connect depends on your region:
Add the connection
Under Telephony, open Connections, select Add connection, and choose your carrier. Fill in the account details the form asks for, such as your account ID and token, and pick the Call audio (see below). The info tip beside each field tells you where to find it in your carrier's console.
Add your number
Open the connection. Select Add number and type the number in E.164 format, such as
+14155550123, or select Sync from carrier to pick from the numbers already in your carrier
account.
Finish the carrier side
Most carriers need one step in their own console before incoming calls reach your agent:
- Twilio: nothing more. Woise points the number at your agent when an inbound campaign answers it.
- Telnyx: when you leave Call Control App ID blank, Woise creates a Call Control application for you. In the Telnyx portal, assign each number to that application.
- Exotel: build a flow in Exotel as shown in Finish setup in Exotel beside the connection form. Then select Check setup under Advanced on the connection.
- Plivo: when you leave Application ID blank, Woise creates a Plivo application for you. In the Plivo console, link each number to that application.
Regions sets out what each region applies to your calls.
Call audio quality
Carriers that can carry wideband audio show a Call audio choice on the connection:
- HD (16 kHz) carries clear 16 kHz audio between the carrier and your agent. It is the default.
- Standard (8 kHz) is ordinary phone audio.
| Carrier | Region | HD (16 kHz) available | Default |
|---|---|---|---|
| Twilio | United States | No, 8 kHz only | Standard |
| Telnyx | United States | Yes | HD (16 kHz) |
| Exotel | India | Yes | HD (16 kHz) |
| Plivo | India | Yes | HD (16 kHz) |
HD helps your agent hear callers on HD-voice calls, such as VoLTE. A call that is ordinary phone audio all the way from the caller won't sound any better with HD, because the network never carried the extra detail. None of these carriers lists a separate price for HD, but check with yours.
To change it later, open the connection, select Edit, and pick another Call audio.
Choosing who answers
A number answers with one workflow. On Inbound, create a campaign and tick the numbers it answers. This also gives you business hours, after-hours handling and callbacks. See Inbound.
A number belongs to one inbound campaign at a time.
Outbound calls don't need this. A campaign picks the numbers it calls from when you set it up; see Campaigns.
Number pools
A pool is a set of numbers from one connection that outbound calls rotate across, so your calls aren't all coming from one number. Pools live under Telephony, then Pools. Choose a saved pool in a campaign's Numbers to call from step.
Rotation decides which number each call uses:
- Round-robin cycles through the numbers in order.
- Least flagged picks the number with the best reputation first.
- Local presence matches the recipient's area code when it can, and falls back to round-robin.
Removing a number
Open the number's connection, open the actions menu on the number's row, and select Remove, then Remove number. The number stops taking incoming calls through Woise and can no longer be a caller ID on that connection. It stays in your carrier account.
Before you remove a number, move its campaign to another number if you want it to keep running.
Common questions
How do I connect a phone number?
Under Telephony, add a connection with your carrier account, add the number or sync it from the carrier, finish the carrier-side step if it has one, then choose which agent answers it.
Which carriers can I connect?
Twilio or Telnyx in the United States, and Exotel or Plivo in India.
What is the Call audio setting?
HD (16 kHz) carries clearer audio between the carrier and your agent and is the default where available. Standard (8 kHz) is ordinary phone audio. Twilio is standard only.
What is a number pool?
A set of numbers from one connection that outbound calls rotate across, by round-robin, least flagged, or local presence, so your calls are not all coming from one number.
Can I try an agent without a number?
Yes. A test call in the browser runs the same workflow with your microphone.