Calls to a PBX (Sipuni)

A client’s WhatsApp call passes through TehProf Dialogs and arrives in your PBX — the company’s phone exchange that hands incoming calls to staff. The employee answers on their phone, in the app or in the CRM, like any call. For unfamiliar words see the glossary.

What you need first

• The WhatsApp number is connected in TehProf Dialogs and its licence includes calls.
• Access to the PBX account, or its administrator.
• The PBX incoming scheme has employees who are online during working hours.

Step 1. Create the connection in TehProf Dialogs

• Open Settings → Integrations → PBX.
• Choose Sipuni or Another PBX.
• Choose the number. For Sipuni, one number per connection. For another PBX, enter its external PBX IP address: the administrator knows it.
• Press Connect, then Open the instruction.

You will see: the created connection and the Open the instruction button.

The instruction holds the address, login and password to enter in the PBX. The password appears on Show; every value has its own copy button.

Step 2. Fill in the fields in the Sipuni account

• In the Sipuni account open Номера → card Ваш номер → Подключить по SIP.
• Название: any name, for example “WhatsApp” and the number.
• Номер телефона: the WhatsApp number.
• Оператор: «Другой».
• Хост, Прокси, Логин, Пароль: from the TehProf Dialogs instruction. Enter the proxy with its port, as in the instruction.
• Входящая схема: a scheme that routes to a queue or to employees, no voice menu.
• Leave Отобразить дополнительные параметры unticked and save.

You will see: in the Sipuni account, the saved SIP connection with the data from the instruction.

Step 3. Check with a call

• A minute after saving, the connection turns green in TehProf Dialogs.
• Call the number in WhatsApp from another phone: the call should reach your staff through the incoming scheme.
• Answer and say a few words: the sound should go both ways.

You will see: the connection green in TehProf Dialogs and an incoming call on your staff’s phones.

For the administrator

Below: connecting a PBX other than Sipuni, and what happens to a number when it moves to the PBX.

Another PBX

• Create a registering SIP trunk to the address and port from the instruction, UDP transport.
• The login from the instruction is also the authentication name.
• Route incoming calls to the numbers from the instruction to a queue or an employee, no voice menu.

How a number moves to the PBX

• A WhatsApp Web number moves to the PBX by itself as soon as the PBX connects.
• An official number is sent with Send to the PBX after the connection. Such calls have no recording or transcript in TehProf Dialogs.
• While a number is in the PBX, all its calls go there day and night; operators and forwarding in TehProf Dialogs do not ring.
• To bring it back, use the number’s switch or Back to TehProf Dialogs.

Who adds calls to the CRM

In the connection choose who adds calls to the CRM: TehProf Dialogs or The PBX. If the PBX is connected to your CRM itself, choose The PBX, so a call is not added twice.

If it does not work

The connection does not turn green

Check in the PBX account:

• «Оператор» is «Другой» (for Sipuni).
• The Прокси field holds the address with the port, as in the instruction.
• Login and password are as in the instruction. If the password was changed in TehProf Dialogs, enter the new one.

The call is dropped at once

Most likely nobody in the incoming scheme is online. Check that the scheme’s employees have the app or phone on, or route the scheme to a queue.

The client hears the employee muffled

TehProf Dialogs sends wideband sound to the PBX (G.722). It turns muffled when the employee’s phone or app works only in alaw (PCMA). Enable the G.722 codec on the employees’ devices and put it first.