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Language: English
Demo

Telephony

Mobile numbers and cellular gateways

A regular customer calls their account manager's work cell. That SIM card now sits in a cellular gateway, so any available teammate can pick up. Couriers and field techs call customers from a company number, and a warehouse or pop-up site with no phone wiring serves customers just like the main office. Every call is recorded and opens right from the customer record. We choose the gateway, install the SIM cards, connect it to the platform, and set up call routing.

Get a quotePricing
1-32SIM cards per gatewayadd a second for more
Anymobile carrieryour own SIM cards
Allcalls recordedin the customer history
WithSIP trunksnot instead of them

Features

What cellular telephony includes

Gateway as a lineThe gateway connects over SIP, and each SIM card gets its own line.
SIM selectionFor outbound calls, the platform picks a SIM card from the customer's carrier.
Inbound to the queueCalls to a mobile number go to whoever is free in the queue, even when the SIM owner is busy.
Trunk as backupWhen no SIM card is free, the call to the customer goes out over the SIP trunk, so it still connects.
Recording and historyCalls on SIM cards are recorded and attached to the contact next to their messages.
Minutes per SIMYou see minute usage for each card and can keep the plan's bundle on track.

Use cases

Where mobile numbers pay off

Why companies come to us for cellular gateways.

Customers get through even when their rep is on PTO

Regular customers are used to calling their account manager's work cell. That SIM card moves into the gateway, and its calls are shared across the sales team. When the manager is on PTO, colleagues take the calls, and every conversation stays in the customer record.

  • Rep's SIM card in the gateway
  • Calls go to the team queue
  • Calls saved in the customer record
Example 1 of 3

Check with your mobile carrier in advance about a plan for SIM cards used in equipment.

How it works

Hardware and limitations

Hardware

A gateway or a server card

SIM cards can go into one of two options: a standalone cellular gateway on your network or a cellular card installed directly in the server. Capacity ranges from one to several dozen SIM cards. If the signal is weak, we add an external antenna.

  • Standalone gateway over SIP
  • Cellular card in the server
  • External antenna

Limitations

What SIM cards are good for and what they aren't

Mobile carriers monitor SIM cards used in equipment. Regular calls from your team go through fine, but hundreds of automated calls an hour from one card can get it blocked. That's why we run mass outbound campaigns over a SIP trunk and keep the gateway for live conversations.

  • Live calls through the gateway
  • Campaigns over the SIP trunk
  • Confirm the plan with your carrier

Usage

Usage by SIM card

The gateway report shows how many calls and minutes each SIM card handled, how many calls were missed, and who got a callback. That makes it easier to track minute bundles and shift traffic to other cards or to the SIP trunk in time.

  • Minutes for each card
  • Missed calls and callbacks
  • Shift traffic to the trunk
Customers stay when a rep leavesCalls to a work cell go to the team's call queue, so PTO or turnover doesn't cut you off from customers.
On-network callsCalls to AT&T numbers go out from an AT&T SIM card; everything else goes over your SIP trunk.
Visibility into field callsCouriers and techs call customers from a company number, calls are recorded, and personal numbers stay private.
Phone service without wiringAn out-of-town warehouse or temporary location can start taking calls without running cable.

Rollout

How we set up mobile numbers

  1. 01GoalTogether we decide what the mobile numbers are for: taking customer calls, calling from a company number, or giving a site without wiring phone service.
  2. 02HardwareWe choose a gateway for the number of SIM cards you need and check the signal where it will be installed.
  3. 03SIM cardsWe tell you which plan for equipment to discuss with your mobile carrier so the cards don't get blocked.
  4. 04ConnectionWe register the gateway on the platform, and each card becomes a separate line.
  5. 05RoutingWe set which queues receive inbound calls and which cards carry outbound calls.
  6. 06TestingWe call each card and from each card, then confirm the calls were recorded and show up in reports.

Requirements

What you need for cellular telephony

Hardware
Cellular gateway or a card with cellular modules
SIM cards
From any mobile carrier
Signal
Solid reception where the gateway goes
Connection
SIP between the gateway and the platform
Location
Gateway on your premises, platform wherever suits you
Cost
You own the gateway; setup is covered by support hours

Preparation

What to figure out in advance

Which numbers?Mobile numbers for the gateway and what each is for.
How many SIM cards?How many simultaneous calls they need to carry.
Where does the gateway go?A spot with good signal and a power outlet.
Is the plan approved?Your carrier's terms for SIM cards in equipment.
Any outbound campaigns?Mass calling works better over a trunk.
Who is the admin?Who will look after the gateway on site.

Q&A

Frequently asked questions

Can we put a SIM card with a sales rep's number in the gateway?

You can if the number is registered to the company. Calls to it will go to the team's queue instead of one person.

How does it work technically?

SIM cards go into a cellular gateway, and the gateway connects to the platform over SIP. Each card works as a contact center line.

Is a gateway suitable for calling through a customer list?

It isn't a good fit: carriers block SIM cards used for mass automated calling. Outbound campaigns need a SIP trunk.

Auto dialer →

What do we need to buy?

A cellular gateway or a card with cellular modules for the server. We pick the model based on the number of SIM cards and the signal on site.

How many numbers can we connect?

As many as you need for simultaneous calls: one gateway holds up to several dozen cards, and you add a second as you grow.

Are calls through the gateway recorded?

They are, like every contact center call, and they appear in the customer record.

Call recording →

What happens if no SIM card is free?

Outbound calls go out over the SIP trunk if one is connected, and inbound calls to a busy card get a busy signal. That's why we size the number of cards with some headroom.

Can we use a gateway without a SIP trunk?

For a small location or a temporary site, yes. For your main call volume, a SIP trunk is more reliable, with cellular as a supplement.

SIP telephony →

Can we see minute usage by SIM card?

Each card shows the number of calls and minutes used, so the plan's bundle never runs out unexpectedly.

How much does cellular telephony cost?

The platform has no license fees. You buy the gateway, pay your mobile carrier for service, and pay us for setup hours.

Pricing calculator →

Glossary

Terms on this page

SIP (Session Initiation Protocol)
The protocol that sets up calls in IP telephony. Learn more →
SIP trunk
A phone line from the carrier over the internet instead of a wire. Learn more →
Customer record
The screen of customer data an agent sees during a conversation. Learn more →
Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
Call routing
Rules the system uses to decide who gets a call. Learn more →
Call queue – callers waiting to be answered
Callers waiting for an available agent. Learn more →
Backup
Data is regularly copied to a separate place so it can be restored if something goes wrong. Learn more →
API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Call recording
Calls are saved so they can be replayed and disputes settled. Learn more →

More

More on telephony

SIP telephony Your carriers' numbers and any phone hardware, connected over SIP. Learn more T1/PRI and analog lines Keep your T1/PRI and analog lines working in your contact center. Learn more Auto dialer The platform does the dialing, so your team only talks to customers. Learn more Call recording Replay any customer conversation whenever you need it. Learn more

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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