Symptom / Need

You need to ensure that outgoing calls from your operation connect correctly, standardize phone numbers for bulk mailings (WhatsApp/SMS), or normalize the dialing of your databases so that the system recognizes international or local destinations.

Context / Scenarios

This configuration is necessary when:

• Start operation: To establish the basic dialing rules.
• You have international reach: You need to add country codes automatically.
• Integrating channels: You require that the numbers in your CRM or databases match the formats required by WhatsApp or SMS.

Answer / Solution

1. Information needed for Support

If you require Wolkvox to configure a new outbound route for you, you must have the following information from your telephone provider on hand:

• Name of the trunk line.
• Credentials: Username and password (if required by your provider).
• Proxy or Host: The IP address or domain of your telephony server.
• Codecs: The allowed audio formats (e.g. G729, G711).
• Configuration script: Only if you are using an " Advanced Trunk ".
• If you already have an established trunk: verify that the trunk status is Active .
• Please refer to the Dial Plan to inform when escalating to the service desk.

2. What you should know about the settings

If you decide to configure or validate an existing configuration, keep these golden rules of the platform in mind:

A. The Rule of "9"

All dialing prefixes in wolkvox must start with the number 9 regardless of the ownership of the telephone (customer or wolkvox).

• If you are going to dial a number in Colombia, your prefix could be 9, 901, 905, etc
• This number 9 is internal to the platform and serves to differentiate traffic; the system will automatically remove it before sending the call to your operator.

B. Validation steps in the Routes module

1. Route Name: Make sure the name is easy to identify (e.g., "Cell Phone_Exit").
2. Route Type: Note the route type (usually lcrs ).
3. Prefix Mapping: Verify that the route ID is correctly linked to the created prefix.
4. Remove Prefix: Make sure the number 9 is in this field. If it is not set to be removed, your phone provider will receive a number with an extra digit and reject the call.

Possible Causes of Error

• The call is not going through: Check if your area code starts with 9 .
• The provider is rejecting the call: Verify that the "Remove prefix" field has the number 9 so that it is not sent to the carrier.
• Silent call or drops quickly: The configured codecs may not match those of your provider.

Recommendations

• Manual Test: Once you have finished the setup, make a test call from the wolkvox Agent to confirm audio and signaling.
• Use of Country Codes: Add the country code only if strictly necessary due to regulation or requirement of your provider.
• Order: Keep a list of the prefixes you use (9, 901, 905) to avoid confusion if you handle multiple trunk lines or countries.