Phone numbers

Let callers reach your agent on the phone. You can buy a new number from KugelAudio in a few clicks, or keep the numbers your customers already call and have the agent answer them. Either way, every number is managed on the agent's Phone & web page in the dashboard.

Buy a number

1. 1
   Search

   Open your agent, go to Phone & web, and choose Get a number. Pick the country and the kind of number, then narrow the list by city or by digits the number should contain.

   Country	Kinds of number
   Germany	Local, national
   United States	Local, toll-free

2. 2
   Provide what the country asks for

   Some numbers answer right away and need no documents. Others need details about who holds the number, which the dashboard asks for before you order. A German number, for example, needs your address and a document that proves it, plus a company register extract for a company or an ID card or passport for a person.

   Documents are reviewed once per country and kind of number. After approval, later numbers of the same kind need no new documents.

3. 3
   Order

   The number appears in the agent's list. It answers calls as soon as it is active; while documents are in review the list shows the review's state, and asks you if anything is missing.

Your plan includes a number of phone numbers, and each one beyond them is charged monthly. The dashboard shows which applies before you order; see pricing.

Manage a number

• Move number sends calls to another agent in your organization.
• Release number gives the number up. It stops answering at once.
• Move to another provider: a number you bought can move to another phone provider. Ask your new provider to port it; the request shows up next to the number, and you approve or reject it. The number keeps working until the agreed date.

Use your own Twilio or Telnyx numbers

Keep the numbers your customers already call. The number stays in your Twilio or Telnyx account, you keep your carrier contract, and you can switch back at any time. There is nothing to port and no SIP to set up.

You can connect Twilio, Telnyx or both, next to numbers bought from KugelAudio. Using your own numbers needs a plan that includes Your own Twilio or Telnyx numbers.

Connect Twilio

You need a Twilio account with at least one number that can receive voice calls.

1. Open your agent, go to Phone & web, and choose Connect Twilio under Use your own numbers.
2. In the Twilio Console, open API keys & tokens and create a key for KugelAudio. Choose the Restricted key type and allow only Voice and Phone Numbers. Copy the secret now: Twilio shows it only once.
3. Paste three values into the dialog: your Account SID (starts with AC, on the Twilio Console home page), the API key SID (starts with SK), and the API key secret. KugelAudio checks the key with Twilio before it saves anything.
4. Choose a number from the list and choose Connect number.

A restricted key can do only what you allowed, and you can delete it in the Twilio Console whenever you want to end KugelAudio's access.

Connect Telnyx

1. Open your agent, go to Phone & web, and choose Connect Telnyx under Use your own numbers.
2. Sign in to Telnyx if asked and approve access for KugelAudio. Telnyx sends you back to the same page.
3. Choose a number from the list and choose Connect number.

KugelAudio asks Telnyx only for access to your numbers and their voice settings.

Choose a number

The list shows every voice number in the connected account, with where it sends calls today, so you can see what you would replace. A number that another KugelAudio agent already answers is shown but cannot be chosen.

What changes on your number

KugelAudio changes only how the number handles incoming voice calls, and saves the previous settings first. Messaging and every other setting stay as they are.

Calls travel from your carrier to KugelAudio encrypted. While a number is connected, leave these settings alone: if you change them in your carrier's console, calls stop reaching your agent.

Disconnect

• One number: choose Disconnect next to it on Phone & web. KugelAudio puts back the settings the number had before you connected it.
• The whole account: choose Disconnect account on the carrier's card. Every connected number gets its previous settings back, KugelAudio removes the SIP connection it added (Telnyx), and it deletes your stored credentials.

Afterwards you can delete the Twilio API key, or remove KugelAudio's access in your Telnyx account. Do it in that order: KugelAudio needs the access to put your settings back.

If the key or the access is already gone, KugelAudio cannot restore anything, and disconnecting lists the numbers that still send calls to KugelAudio. Point those numbers elsewhere in your carrier's console, then choose Disconnect anyway.

Carrier costs

Your carrier keeps billing you for the number and the calls it carries, at your account's rates. With Twilio, passing an answered call on to KugelAudio is an extra call leg that Twilio bills alongside the incoming call. KugelAudio bills the agent's time on the call like any other call.

Call your agent from your own phone

Try the agent on the phone before it has a number of its own. KugelAudio has a shared test number, and you choose which phones may call your agent through it.

1. Open your agent, go to Phone & web, and find Test line. It shows the test number to call.
2. Add the phone numbers you will call from, up to three, and choose Save phones. Any common format works, such as +49 170 1234567 or 0170 1234567; a number without a country code is read in the test number's country.
3. Call the test number from one of them. The call reaches the agent's production environment as a test call, like a call from the playground.

Calls to the test number from any other phone, or with a hidden caller ID, are not answered. A phone number can be on one agent at a time: adding it to another agent of your organization moves it there, and a number that another organization added cannot be added. If Phone & web shows no Test line, no test number is available to your organization yet.

Your own SIP trunk

Connecting your own SIP trunk, such as sipgate or your company's phone system, is not available yet. To answer those numbers today, forward them to a number you bought from KugelAudio, or contact us.

Next steps