Phone Numbers & Telephony

The Phone Numbers page is where you connect real phone lines to your Sysevo voice AI agents. From here you can forward an existing business number into Sysevo, get a brand‑new number provisioned for you, bring your own Twilio / Telnyx / Vonage account, assign which AI agent answers each inbound line, and choose the number your outbound campaigns dial from. Everything lives on one screen — providers, numbers, and agent assignments — so you can set up calling in a couple of minutes.

In this guide

• Where to find it
• Understanding the page layout
• The summary strip — your numbers at a glance
• Number types & badges (Managed, Forwarded, Bring‑your‑own)
• Two ways to connect: Quick Connect vs Connect Provider
• Quick Connect — Path A: Forward my number
• Quick Connect — Path B: Get a new number
• Connect Provider — bring your own Twilio / Telnyx / Vonage
• Assigning an AI agent to an inbound number
• Setting a default outbound provider
• Editing a provider and managing its numbers
• Releasing or removing a number
• Deleting a provider
• Carrier reference for call forwarding
• Common workflows
• Tips & troubleshooting
• Field & action reference

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Where to find it

In the Voice AI hub, open Phone Numbers from the left‑hand navigation (the item with the phone icon). The page header reads:

Phone Numbers Manage telephony providers and assign agents to inbound numbers.

Two buttons sit in the top‑right corner of the page:

If you have not connected anything yet, the page shows an empty state with a phone icon, the heading "No phone numbers yet", a short description, and an Add Phone Number button that opens the Connect Provider wizard.

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Understanding the page layout

Once you have at least one provider connected, the page is organised into three stacked sections:

1. The summary strip — four headline counts across the top (Providers, Numbers, Assigned, Unassigned).
2. The provider list — each provider you have connected is a row you can expand and collapse. The row shows the provider logo, its name, any badges (Default / Managed by Sysevo), and a count of its numbers.
3. The phone numbers — nested under each provider. Expand a provider to see every number it holds, each with a status dot, badges, an agent picker, and copy/remove actions on hover.

Providers are collapsible. Click anywhere on the provider header row to open or close it; a chevron on the right indicates the open/closed state. By default every provider starts expanded so you can see all your numbers immediately.

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The summary strip — your numbers at a glance

The strip appears only once you have at least one provider connected. It gives four live counts:

Use Unassigned as a quick health check: if it is anything other than zero, you have numbers that are not yet wired up to answer calls.

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Number types & badges

Sysevo supports three kinds of phone number, and each is identified by a badge so you always know what you are looking at. The badges appear next to the number itself and/or on the provider header.

Other small badges you may see on a number:

• Caller ID — a faint grey pill indicating the number is set as the default caller ID for that provider.
• A label pill — any free‑text label you gave the number (e.g. "Main sales line").
• A green Active / grey Inactive word and matching status dot — whether the line is live.

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Two ways to connect

There are two distinct routes to getting a working phone line, and they suit different situations.

Both open a centred dark wizard ("WizardShell") with a row of step dots at the top, a Back link, and a Continue / Finish button. You can close either wizard at any time by clicking the ✕, clicking the dimmed background, or pressing Escape.

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Quick Connect — Path A: Forward my number

Use this when you already have a business phone number (a mobile or landline on EE, Verizon, Telstra, etc.) and you want your AI agent to answer its calls without porting or changing your number. Sysevo provisions a fresh number behind the scenes and gives you the exact carrier code to forward your calls into it.

How it works in plain terms

1. You enter your existing number.
2. Sysevo detects your carrier and provisions a new managed Sysevo number.
3. Sysevo shows you the precise forwarding code (or app steps) for your carrier.
4. You dial the code / flip the setting once, confirm you have done it, and pick which agent answers.

From then on, anyone calling your normal number is automatically forwarded into Sysevo and answered by your AI agent.

Step‑by‑step

1. Click Quick Connect in the top‑right.
2. On Step 1 of 4 — Connect a phone number, choose the Forward my number card (phone icon, "Use your existing number").
3. Enter Your existing number:
   • Pick your country from the compact country selector (it shows a flag and dial code). The default is GB.
   • Type your phone number into the field next to it.
   • As you type, Sysevo runs an automatic carrier lookup. You'll briefly see "Detecting carrier…", then a green dot and "Detected: [carrier name]" once it recognises your network.
   • If detection fails, a Select your carrier dropdown appears (labelled "couldn't detect automatically"). Choose your carrier from the list, which is grouped by country.
4. Click Continue. Sysevo validates that the number is a real, complete number (including country code) — if not, you'll see "Enter a valid phone number including country code."
5. Step 2 is a short provisioning screen ("Provisioning your number…") while your new Sysevo number is created. It advances automatically.
6. On Step 3 of 4 — Set up call forwarding you'll see:
   • A Forward calls to box showing your new Sysevo number, with a copy button.
   • A When to forward selector: All calls (recommended), When no answer, or When busy.
   • Two tabs for how to set up forwarding:
     • Dial a code — shows the exact USSD code to dial on your phone (e.g. **21*447700900123#), with a copy button. Just dial it like a phone call.
     • Via [your carrier portal] — a numbered list of steps for your carrier's app/website, plus a support line you can call and a suggested sentence to read out.
   • Tick the confirmation box: "I've set up call forwarding to the number above."
7. Click Continue. (If you haven't ticked the box, you'll be prompted to confirm forwarding first.)
8. On Step 4 of 4 — Assign an agent, choose which AI agent should answer inbound calls to the number. If you only have one active agent it's pre‑selected; you can also skip this and assign later.
9. Click Finish. A success tick appears and the wizard closes. Your forwarded number now appears in the provider list with a sky‑blue ↪ original number badge.

What the forwarding codes mean

The "Dial a code" tab uses standard carrier USSD codes with your Sysevo number filled in:

Sysevo automatically picks the right format for your carrier and strips the leading country code where needed (for example, North‑American numbers are reduced to 10 digits). If your carrier isn't in our list, the tab tells you to dial your carrier's forwarding code followed by the Sysevo number, and the app tab points you to your carrier's "Call forwarding" setting.

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Quick Connect — Path B: Get a new number

Use this when you don't have a number to forward (or you want a fresh, dedicated line for your AI agent). Sysevo finds available numbers in your chosen country and provisions one instantly — no carrier account, no API keys.

Step‑by‑step

1. Click Quick Connect.
2. On Step 1 of 4 — Connect a phone number, choose the Get a new number card (lightning icon, "We'll provision one for you").
3. Choose your Country from the country selector (default GB).
4. Optionally enter an Area code (e.g. 212) to prefer numbers from a specific region. Leave it blank to see any available number.
5. Click Continue.
6. On Step 2 of 4 — Pick your number, Sysevo lists up to ten available numbers. You'll see "Loading available numbers…" while it searches.
   • Click a number to select it (a tick appears).
   • If none are available for that area code, you'll see "No numbers available for this area code" with a Reload link — try a different area code or reload.
7. Click Continue. Step 3 is the provisioning screen ("Provisioning your number…") and advances automatically once your number is secured.
8. On Step 4 of 4 — Assign an agent, pick the AI agent that answers calls to the new number (or skip and assign later).
9. Click Finish. The new number appears under a Managed by Sysevo provider with a violet Sysevo number badge.

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Connect Provider — bring your own

Use this when you already own and run a telephony account (Twilio, Telnyx, Vonage, and others) and want to plug it into Sysevo. You'll select the provider, enter the number you already control, and supply that provider's API credentials. Sysevo registers the number and uses your account to place and receive calls.

The available providers are loaded from your account; Twilio is listed first. Each provider exposes its own set of credential fields and a "Where do I find these?" documentation link.

Step‑by‑step

1. Click Connect Provider in the top‑right (or Add Phone Number from the empty state).
2. Step 1 — Which provider are you using? Select your provider card (Twilio, Telnyx, Vonage, etc.). A small note reminds you: "Don't have a number yet? You'll need to set one up with your provider first." Click Continue.
3. Step 2 — What's the phone number?
   • Phone Number (required): enter it in E.164 format, e.g. +12025551234. Validation enforces the + and country code; you'll see "Use E.164 format: +12025551234" if it's wrong.
   • Label (optional): a friendly name such as "Main sales line".
   • Click Continue.
4. Step 3 — Connect your [provider] account. Enter the credential fields your provider requires (these vary by provider — for Twilio, typically an Account SID and Auth Token). Sensitive fields are masked with a Show / Hide toggle. Required fields are marked with a red asterisk. Use the "Where do I find these?" link if you're unsure. Click Continue.
5. Step 4 — Almost done. Review a summary card (Number, Provider, and Label if set). Then choose Use as default for outbound calls with the toggle — "Used by campaigns when no specific provider is selected." This is on by default.
6. Click Add Phone Number. A success tick appears and the new provider and number show up in the list.

Note: If the provider connects but the number can't be registered, you'll see a warning — "Provider connected, but couldn't add the phone number — add it from your provider dashboard." The provider is still saved; you can add the number afterwards via Edit (see below).

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Assigning an AI agent to an inbound number

Every inbound number needs an agent (a published voice workflow) to answer it. Without one, callers won't reach your AI. You can assign agents either during a Quick Connect / Connect Provider wizard, or at any time from the main list.

From the main list

1. Expand the provider that holds the number.
2. Find the number's row. To the right is a small agent picker labelled No agent assigned (or the current agent's name) with a person icon.
3. Click the picker and choose an agent from the dropdown. Only active agents appear.
4. The change saves immediately — you'll briefly see "Saving…" and then a confirmation toast ("Agent assigned"). The picker turns from a faint outline into a filled pill once an agent is set.
5. To unassign, open the picker and choose No agent assigned. You'll see "Agent unassigned."

Only one agent can answer a given number at a time. To change which agent handles a number, simply pick a different one — it replaces the previous assignment.

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Setting a default outbound provider

When your AI runs outbound campaigns (calls Sysevo places to your contacts), it needs to know which provider/number to dial from. One provider is marked as the default outbound — used whenever a campaign doesn't specify a particular provider.

• The default provider shows a gold ★ Default badge on its header.
• To make a different provider the default, hover its header and click the ★ (Set as default outbound) star icon. You'll see a toast: "[Provider name] is now the default outbound config."
• The star icon only appears on providers that aren't already the default.
• You can also set the default when first connecting a provider — the Use as default for outbound calls toggle on the last step of the Connect Provider wizard does the same thing.

Only one provider is the default at a time; setting a new one replaces the previous default.

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Editing a provider and managing its numbers

The Edit dialog lets you update a bring‑your‑own provider's credentials and add or remove the numbers it holds. (Managed‑by‑Sysevo providers have no Edit button — there are no credentials to change.)

Opening the editor

1. Hover the provider's header row.
2. Click the pencil (Edit provider) icon.

The Edit provider dialog opens, pre‑filled with the provider's current details.

What you can do in the editor

Adding a number to an existing provider

1. In the editor, under Phone Numbers, click + Add number (or the dashed "Add a phone number" button if there are none yet).
2. Enter the number in E.164 format (e.g. +12025551234) and an optional Label.
3. Add as many rows as you like with + Add number; remove a row with the ✕ beside it.
4. Click Save changes. You'll get a toast confirming how many numbers were added. Any number in the wrong format is skipped with a notice ("Could not add [number] — check the format").

Removing an existing number from within the editor

Existing numbers are listed at the top of the Phone Numbers section, each with a trash icon. Click it to remove that number from the provider. (This is the same as removing it from the main list — see the next section.)

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Releasing or removing a number

How you get rid of a number depends on its type. In both cases, hover the number's row and click the trash (Remove number) icon — Sysevo then shows a confirmation prompt tailored to the number type.

Managed / forwarded Sysevo numbers — "Release"

For numbers Sysevo provisioned for you, the prompt says "Release this Sysevo number?" and explains the consequences:

• For a plain Sysevo (new) number: "This releases the number back to the pool and stops billing for it. This can't be undone."
• For a forwarded number: "This releases the Sysevo number back to the pool — forwarded calls will stop reaching your agent. This can't be undone."

Click Release to confirm. The number is returned to the pool, billing stops, and it disappears from your list ("Number released").

Bring‑your‑own numbers — "Remove"

For numbers on your own provider, the prompt says "Remove this number?" with the note "This removes the number from this provider." Click Remove. This only de‑registers the number from Sysevo — it does not delete or release anything in your Twilio/Telnyx/Vonage account ("Phone number removed").

Both prompts give you a Cancel option, and stay on screen for several seconds so you have time to decide.

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Deleting a provider

To remove an entire bring‑your‑own provider (and all the numbers under it):

1. Hover the provider header.
2. Click the trash (Delete provider) icon.
3. A confirmation appears: "Delete "[name]"?" with the warning "All phone numbers in this provider will be removed."
4. Click Delete to confirm (or Cancel to keep it). You'll see "Provider deleted."

Managed‑by‑Sysevo providers can't be deleted this way — they have no Edit or Delete buttons. You release their individual numbers instead (see above), and the managed provider tidies itself up.

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Carrier reference for call forwarding

Sysevo ships built‑in forwarding instructions for a large set of mobile carriers worldwide, so the "Forward my number" path can show you exactly what to dial or tap. Coverage includes (non‑exhaustive):

Each carrier entry includes the right USSD codes (all‑calls / no‑answer / busy), step‑by‑step app instructions, and a support phone number with a ready‑to‑read request. If your carrier isn't recognised, Sysevo falls back to a universal GSM option and generic guidance: open your carrier's app, find "Call forwarding" / "Call divert", choose "Always forward", and enter the Sysevo number.

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Common workflows

"I want my existing mobile answered by AI, today"

Quick Connect → Forward my number → enter your number → dial the code shown → tick the box → assign your agent → Finish. Calls to your normal number now reach your AI agent.

"I want a fresh dedicated line for a campaign"

Quick Connect → Get a new number → pick country/area code → choose a number → assign an agent → Finish.

"I already pay for Twilio and want to use those numbers"

Connect Provider → pick Twilio → enter the E.164 number → paste your Twilio credentials → set it as your default outbound (optional) → Add Phone Number. Repeat Edit → Add number to register more of your Twilio numbers.

"Route different numbers to different agents"

Connect / register all the numbers, then on the main list use each number's agent picker to point it at the right agent (e.g. a sales line → Sales Qualifier, a support line → Front Desk Agent).

"Switch which number my campaigns dial from"

Hover the provider you want and click the ★ star to make it the default outbound.

"Stop paying for a number I no longer use"

Hover the number → trash icon → Release (managed) or Remove (BYO).

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Tips & troubleshooting

• Always use E.164 format for numbers you type in (a leading +, country code, then the number, no spaces) — e.g. +12025551234. The wizards validate this and will reject other formats.
• Carrier not detected? Just pick it from the Select your carrier dropdown that appears. If it's still missing, use the Other / Universal (GSM) guidance — the standard **21*NUMBER# code works on most networks.
• "All calls (recommended)" is the best forwarding mode for an always‑on AI receptionist. Use When no answer if you want to keep answering some calls yourself and let AI catch the rest.
• Unassigned count above zero? Some numbers won't reach an agent. Open each provider and set an agent on those rows.
• Provisioning failed? The loading step shows the error with a Try again / Retry button — your details are kept, so you can retry without starting over.
• Couldn't add a number when connecting a provider? The provider still saves. Open Edit on that provider and add the number under Phone Numbers.
• Copy a number fast by hovering its row and clicking the copy icon (it briefly turns into a green tick).
• Releasing is permanent. Managed/forwarded numbers can't be recovered once released — you'd provision a new one.

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Field & action reference

Page actions

Quick Connect wizard fields

Connect Provider wizard fields

Edit provider dialog fields

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Supported telephony providers

Sysevo is carrier-agnostic — you can connect your own SIP trunk or provider account, or provision a managed number through Quick Connect. Providers known to work with the platform include:

Telephony is billed by your carrier, separate from your Sysevo voice minutes. The per-minute Sysevo rate covers the AI and speech processing; the SIP/PSTN leg is paid to whichever provider you connect. Quick Connect handles the setup for you if you'd rather not manage a provider account directly.