Phone Numbers

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Overview

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Number Types

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Local Numbers

• Area code specific to a region
• Lower per-minute costs
• Familiar to local callers
• Available in US and Canada

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Toll-Free Numbers

• 800, 888, 877, 866, 855, 844 prefixes
• Free for callers to dial
• Professional appearance
• Higher per-minute costs

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Provisioning Numbers

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Search for Numbers

1. Go to Phone → Add Number (or navigate to /select-number)
2. Default results load automatically (US numbers)
3. Search by area code, state/province, or city
4. Browse up to 3 pages of results (25 per page)
5. Select a number and click Next to provision

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Search Options

• Area Code: Search by 3-digit area code (e.g., 604, 415, 212)
• State / Province: Type a full name (e.g., “California”, “British Columbia”) or 2-letter code (CA, BC) — autocomplete suggests matches as you type. Supports all 50 US states and Canadian provinces.
• City: Type a city name with autocomplete (40+ major US and Canadian cities)
• Local / Toll Free: Toggle between local and toll-free number types

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Provision a Number

1. Select a number from search results
2. Click Next to provision
3. Number is purchased, registered with the SIP trunk for voice routing, and saved to your account in seconds
4. Numbers are unassigned by default — assign to an agent from the Phone page or Agent Deploy tab

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Number Capabilities

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Number Management

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Assigning Agents

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From Agent Detail → Deploy

1. Open an agent and go to the Deploy tab
2. Click Assign Number to assign available numbers
3. The agent type determines which slot it fills (voice → inbound; outbound voice → outbound; text → SMS)

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From Phone → Number Management

1. Go to Phone or Manage Numbers
2. Each number shows its Inbound / Outbound / SMS agent assignments with “In:” / “Out:” / “Text:” badges
3. Click the number to open the assignment modal with three separate dropdowns

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Friendly Names

• “Main Office”
• “Sales Line”
• “Support Hotline”
• “After Hours”

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Active/Inactive Status

• Active: Calls and SMS are handled
• Inactive: Calls go to busy signal, SMS rejected

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Deleting Numbers

• Which agent will lose the number (if assigned)
• That the action cannot be undone

1. The number is reassigned to the system agent (so any remaining calls get the unassigned response)
2. Removed from the LiveKit SIP trunk
3. Released from the carrier

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External SIP Trunks

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What is a SIP Trunk?

• Use your existing phone numbers
• Keep your current carrier rates
• Maintain existing phone infrastructure
• Route calls through Magpipe AI

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Supported Carriers

• Twilio
• Bandwidth
• Telnyx
• Vonage
• Plivo
• Your own PBX

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Configuration

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Inbound Trunk (Receiving Calls)

1. Whitelist Magpipe’s IP addresses in your carrier
2. Point your carrier’s SIP destination to Magpipe
3. Add your phone numbers in Magpipe

1. Get SIP credentials from your carrier
2. Enter in Magpipe: username, password, domain
3. Magpipe registers with your carrier

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Outbound Trunk (Making Calls)

1. Enter your carrier’s SIP URI
2. Add authentication credentials
3. Specify which numbers use this trunk

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Adding External Numbers

1. Go to Phone → External Numbers
2. Click Add Number
3. Enter the phone number in E.164 format
4. Select or create a SIP trunk configuration
5. Assign to an agent

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Call Routing

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Inbound Call Flow

Caller dials your number
        ↓
Magpipe receives call
        ↓
Check if number has assigned agent
        ↓
[Yes] → Agent answers call
[No]  → Play "number not in service" or route to default agent
        ↓
AI handles conversation
        ↓
Call ends or transfers

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Transfer Destinations

1. Go to Agent → Settings
2. Set Transfer Number
3. Optionally set Transfer Passcode

• Agent says “I’ll transfer you now”
• Call connects to transfer number
• If passcode set, transferred party enters it

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After-Hours Handling

1. Voicemail: Play message, record voicemail
2. Forward: Route to after-hours number
3. AI Response: Agent answers with limited scope
4. Closed Message: Play recording and hang up

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Call Features

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Call Recording

• Secure cloud storage
• Available in inbox
• Downloadable via dashboard or API
• Configurable retention period

1. Go to Settings → Preferences
2. Toggle off Record Calls

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Caller ID

• Number must be verified
• Consistent caller ID for callbacks
• Multiple numbers = choose which to show

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Call Transcription

• Real-time during call
• Full transcript after call ends
• Speaker identification (agent vs caller)
• Timestamps for each segment

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Call Analytics

• Total calls (inbound/outbound)
• Average duration
• Sentiment distribution
• Busiest times
• Transfer rate

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Best Practices

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Number Selection

1. Local presence: Use area codes matching your customers
2. Vanity numbers: Easy-to-remember patterns for marketing
3. Multiple numbers: Different numbers for different purposes

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Capacity Planning

• Each number handles unlimited concurrent calls
• No per-number concurrency limits
• Plan for peak call volumes

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Number Portability

1. External SIP trunk setup
2. Forward existing number to Magpipe number