Connect an AI phone agent to any phone system
Your phone system stays exactly as it is. Tibinet's AI agent is added as an extra destination over a single SIP trunk. Callers the agent cannot help are passed back to a colleague on your own phone system.
How it works
Your phone system calls the agent
Over a SIP trunk, on a short number from your dial plan, such as 8500. That means an IVR menu, a queue or an out-of-hours rule can simply point to the agent.
The agent handles the call
The agent answers questions, takes down details and books appointments.
A person steps in when needed
If a colleague needs to take over, the agent transfers the call to an extension, group or queue on your phone system. Cold or warm.
Choose your platform
Below you will find, for each phone system, cloud platform and Dutch provider, how the connection works and what your IT team needs to set up. Is your platform not listed? If your phone system supports a standard SIP trunk, the connection will work too.
On-premise and hybrid 11
- MitelSIP trunk on a fixed IP address
- Unify OpenScapeSIP trunk with registration
- AvayaSIP trunk on a fixed IP address
- Cisco Unified Communications ManagerSIP trunk on a fixed IP address
- Alcatel-Lucent Enterprise OmniPCXSIP trunk on a fixed IP address
- NEC UNIVERGESIP trunk with registration
- PanasonicSIP trunk with registration
- SwyxSIP trunk with registration
- AuerswaldSIP trunk with registration
- innovaphoneSIP trunk with registration
- AscomAscom handsets are usually attached to a phone system from another manufacturer.
Software and cloud 17
- 3CXSIP trunk with registration
- FreePBX & AsteriskSIP trunk with registration
- YeastarSIP trunk with registration
- Grandstream UCMSIP trunk with registration
- Microsoft Teams PhoneBring your own carrier (BYOC)
- Zoom PhoneBring your own carrier (BYOC)
- Webex CallingBring your own carrier (BYOC)
- RingCentral RingEXBring your own carrier (BYOC)
- Genesys CloudBring your own carrier (BYOC)
- NICE CXoneBring your own carrier (BYOC)
- Five9Bring your own carrier (BYOC)
- TalkdeskBring your own carrier (BYOC)
- Content Guru stormSIP trunk on a fixed IP address
- Webex Contact CenterBring your own carrier (BYOC)
- 8x8SIP trunk on a fixed IP address
- DialpadForwarding to the agent
- AircallForwarding to the agent
Two ways to connect
Your phone system and our platform talk to each other over a SIP trunk. We recognise your system in one of two ways.
| IP-based connection | Registration | |
|---|---|---|
| How we recognise your system | By the public IP address of your phone system or SBC | By username and password |
| What you need | A fixed public IP address (or a small block, a /24 at most) | Nothing special, it also works behind NAT |
| Where we send calls | The address and port you give us | The address your system registers from |
| Usually chosen for | Mitel, Avaya, Cisco CUBE, Teams and Zoom SBCs, AudioCodes, Ribbon | 3CX, FreePBX, Yeastar, Grandstream, smaller phone systems |
All ports, codecs and settings are on the page with technical details for your IT team.
Cold and warm transfer
The agent only calls numbers on your phone system that you agree with us in advance, for example 200 for reception or 210 for the sales queue. It will not call a number that is not on that list, even if the caller asks. No call ever goes out to the public telephone network over this trunk.
- Cold transfer. Our platform places a second call to your phone system and puts the caller straight through. This works with any phone system. If nobody answers or the line is busy, the caller goes back to the agent.
- Warm transfer. The caller stays with the agent, with hold music if you like. Your colleague first hears a short summary of the call and then presses 1 to take it or 2 to decline. If they decline, the caller stays with the agent and notices nothing. No key press, no answer or a busy line counts as declining.
- Transfer with SIP REFER (optional). If the caller came in through your own phone system, your system can transfer the call itself. That saves channels. If it does not work, the platform automatically falls back to the second call.
The summary is also sent as a SIP header with the call to your phone system. If your phone system or handsets can display SIP headers, your colleague will see it on screen. Whether that is possible depends on your system and handsets; we do not promise it.
What your IT team does
There is always some work to do on your phone system or SBC. We provide the details and test with you.
Create the trunk
A SIP trunk (or SIP peer, SIP line, external trunk) to the address we give you, using the connection method you chose.
Send us your address
For an IP-based connection: the public IP address, port and transport of your phone system or SBC.
Open the firewall and SBC
Allow SIP (5060 or 5061) and RTP (10000 to 20000) to and from our address.
Route to the agent
An outbound route in the dial plan that sends the agent numbers (for example 85XX and 88XXXXX) to the trunk.
Route back
An inbound route for the transfer numbers you agree with us, so they arrive as internal calls.
Codec and keypad tones
Enable G.711 A-law and set DTMF to RFC 4733.
Optional
TLS and SRTP, and allowing REFER (blind transfer) on this trunk.
Test
We send OPTIONS, you call an agent's short number, and on request we call a transfer number with a test message.
How long this takes depends on your phone system, your SBC and your own change process.
No phone system of your own?
Does your provider not offer a SIP trunk?
Some cloud platforms and many Dutch hosted telephony providers do not allow a trunk to a third party. In that case the agent gets its own phone number at Tibinet, and you forward calls to it from your IVR menu, queue or out-of-hours rule. Most providers charge call minutes for this, and transfers are then cold, to a phone number. Read how call forwarding to the AI agent works.
Which platform do you use?
Tell us which platform you use and we will send you the trunk details. Leave your details and we will call you back.
Frequently asked questions
No. The agent is added as an extra destination over a SIP trunk. Your handsets, numbers and IVR menus stay as they are.
Any phone system or SBC that can set up a standard SIP trunk with G.711 and DTMF according to RFC 4733. That covers almost every business phone system of recent years. Older systems without SIP trunk support need a gateway or SBC.
Create a trunk, allow our address in the firewall or SBC, set up a route to the agent numbers and a route for the transfer numbers. We provide the details and test with you.
Yes. Cold, where the caller is put straight through. Or warm, where your colleague first hears a summary and presses 1 or 2 to decide whether to take the call. If nobody answers, the caller stays with the agent.
No. The agent only calls the numbers on your phone system that you agree with us in advance. No call ever goes out to the public telephone network over the trunk.
Yes. Your phone system then registers with us using a username and password. That also works behind NAT.
Yes. You can take your telephony entirely from Tibinet, with the AI agent as a destination in your IVR menu or outside opening hours. See hosted telephony.
Then you forward calls from your IVR menu or queue to a phone number of the agent. Most providers charge call minutes for this, and whether the caller's number is passed on depends on your provider.
Further reading
- Connect the AI phone agent with call forwardingNot every telephony service allows a SIP trunk to a third party.Read more
- Technical details for the SIP trunkThis page is for the IT team or installer setting up the trunk to Tibinet's AI phone agent.Read more
- Business telephony in the cloud, with the AI agent built inNo phone system of your own, or ready to get rid of it?Read more
- Frequently asked questions about the AI phone agentHere you will find answers to the questions we are asked most often.Read more
Call me back
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