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Integrations

Phone carriers for your contact center

Your numbers stay with your current carriers, but calls to them start working for sales and service: they're distributed across your team, recorded, and saved to the customer record. We connect numbers from national carriers – AT&T, Verizon, Comcast Business, Lumen, T-Mobile – and from business providers such as Bandwidth, Twilio, Telnyx, and CallRail, plus any other carrier that offers a SIP trunk. Local numbers (DIDs) in different cities, toll-free numbers, and a backup trunk come together in one phone system. We set up the trunks, configure routing, and move calls over with no downtime.

Get a quotePricing
Anycarriernational or local
Yourcarrier contractnumbers stay yours
Backupsecond carrierin case of an outage
$0per carrier connectedonly setup hours

Capabilities

What you get with Carriers

Keep your numbers and contractsCustomers dial the same numbers and your carrier stays the same; the platform handles call distribution.
A local number for each branchCustomers in other cities call a local or toll-free number, and agents in a shared queue answer.
Calls keep flowing during an outageIf your primary carrier goes down, calls fail over to a backup carrier, so customers still get through.
See whether you have enough linesA report shows the load on each carrier's trunk, so you can add lines before customers start complaining.

Use cases

Why connect more than one carrier

Three reasons companies work with several carriers at once.

Port a number with no downtime

A company decided to switch carriers and keep its number. While the new carrier processes the port, the new trunk is already connected and tested, and the old one keeps taking calls. On porting day, calls start coming in over the new trunk, and customers don't notice a thing.

  • New trunk tested in advance
  • Old trunk runs until the port
  • Customers don't notice the switch
Example 1 of 3

Number porting is handled by your new carrier and usually takes several days.

How it works

Who handles what

National

AT&T, Verizon, Comcast Business, Lumen, T-Mobile

Companies usually keep their main local and toll-free numbers with large carriers. Once the carrier gives us the trunk details, we add the trunk to the platform, set up routing, and place test calls.

  • Local and toll-free numbers
  • We register the trunk
  • Test inbound and outbound calls

Business VoIP

Bandwidth, Twilio, Telnyx, CallRail

These providers work well when you need numbers in many cities, fast activation, or call tracking for ads. Their trunks also connect over SIP and follow the same routing rules.

  • Numbers in many cities
  • Call tracking for ads
  • Shared rules and recording

Split

What stays with the carrier and what the platform does

Numbers, minutes, and their billing stay with the carrier under your contract. Queues, the IVR, call recording, reports, and customer history run in CONTACT.WORK. Number porting between carriers is done by the carrier itself.

  • Numbers and minutes with the carrier
  • Queues and recording on the platform
  • Porting through the carrier

Carriers

Which carriers we connect

These are the carriers and providers US companies most often bring to us. Others work too: any carrier that offers a SIP trunk will do.

AT&TLocal, toll-free, and business mobile numbers connect over a SIP trunk.
VerizonLocal numbers, toll-free lines, and SIP trunks run as one phone system.
Comcast BusinessComcast Business numbers and SIP trunks can serve as your main lines or as a backup.
LumenWe connect SIP trunks and toll-free numbers, as well as T1/PRI circuits that are still in service.
T-MobileBusiness mobile numbers reach the platform through your trunk provider or a cellular gateway with T-Mobile SIM cards.
BandwidthNumbers across the US work well for branch local lines and toll-free service.
TwilioNumbers on Twilio Elastic SIP Trunking connect over SIP and work in shared queues.
CallRailTracking numbers, including dynamic ones, forward calls to the platform, so each call keeps its ad source.
TelnyxCalls to Telnyx numbers are routed to platform queues and recorded.

Setup

How we connect carriers

  1. 01NumbersWe list your numbers and decide where each one should route.
  2. 02TrunkWe tell you what to request from your carrier, so you don't have to dig into settings.
  3. 03RegistrationWe add the trunk to the platform and call every number to make sure it works.
  4. 04RoutingWe set up the IVR, queues, and the caller ID customers see on outbound calls.
  5. 05BackupIf you want a backup, we set up a second trunk and the rules for failing calls over to it.
  6. 06CutoverWe move calls to the platform during a quiet period and monitor the lines for several days after launch.

Requirements

What you'll need

Carrier
Any carrier that offers SIP trunks
Trunk details
Address, username and password, or IP authentication
Numbers
Stay with the carrier under your contract
Backup
A second carrier, optional
Platform
CONTACT.WORK cloud or on-premises
Cost
Setup is covered by support hours

Preparation

What to prepare

What numbers do you have?A list of numbers and their carriers.
Do you have SIP trunks?Connection details from your carriers.
Where should calls go?IVR, queues, and agents for each number.
Do you need a backup?A backup trunk.
Which caller ID?The number customers will see.
Who talks to the carrier?Who has access to the carrier's customer portal.

Q&A

Frequently asked questions

Do we need to switch carriers?

No need. Your carrier just provides a SIP trunk, and the platform takes over call distribution.

Which carriers do you connect?

AT&T, Verizon, Comcast Business, Lumen, T-Mobile, Bandwidth, Twilio, Telnyx, CallRail, and any other carrier or provider that offers a SIP trunk.

Can we keep numbers with different carriers?

You can. Each number routes to its own IVR or queue, and calls reach the same team of agents.

What happens if our carrier has an outage?

With a backup carrier, customers keep getting through because calls fail over to its trunk. Without a backup, that carrier's numbers stay silent until the outage is fixed.

Do you connect toll-free numbers?

We do. Your carrier issues the number, and the platform assigns it a route, usually an IVR.

How do we port a number to another carrier without losing calls?

The new carrier handles the port, usually within a few days. We set up its trunk in advance, so there's no downtime on porting day.

Does call tracking work with the platform?

Call tracking numbers connect to the platform like regular lines. Each number maps to an ad channel, so the call report shows where customers come from.

Who do we pay for minutes?

Your carrier, under the terms of your contract. The platform doesn't charge for minutes or lines.

Can we connect mobile numbers?

Your carrier can connect mobile numbers over a trunk, or you can put your own SIM cards in a cellular gateway.

Cellular gateways →

Which number will we use to call customers?

Whichever one you choose for a team or line. For example, you can call customers in Chicago from a Chicago number.

How much does connecting a carrier cost?

You pay only for our engineers' time. We don't charge for connecting a carrier as such.

Pricing calculator →

Glossary

Terms on this page

SIP (Session Initiation Protocol)
The protocol that sets up calls in IP telephony. Learn more →
Backup
Data is regularly copied to a separate place so it can be restored if something goes wrong. Learn more →
SIP trunk
A phone line from the carrier over the internet instead of a wire. Learn more →
IVR (interactive voice response)
A phone menu: the caller hears a greeting and picks the right department. Learn more →
Customer record
The screen of customer data an agent sees during a conversation. Learn more →
Call routing
Rules the system uses to decide who gets a call. Learn more →
Call recording
Calls are saved so they can be replayed and disputes settled. Learn more →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
On-premises deployment
The system runs on the company's own servers, not in the vendor's cloud. Learn more →
Customer portal
A secure area of the website where customers track their requests. Learn more →

More

Other integrations

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Blog

Fresh from the blog

All articles →
Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →

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