Integrating with Autocab’s Phantom Telephony System

Introduction

SIP, or Session Initiation Protocol, is a signaling protocol, used to set up, connect, and disconnect communication sessions, typically voice or video calls, in real-time using an IP (Internet Protocol) Network. 

To get started, please contact your Flip sales representative who will reach out to Autocab on your behalf to receive your IP information. 

Identifying phone numbers

To set up your phone integration, you must identify a Main Call Queue Number. If Flip is unable to automate a call, it routes the call to the Main Call Queue Number, where an operator or call center representative will handle it.  

Choose a lightly-used phone number (which you input as Public Phone Numbers in the phone integration) to serve as the Main Call Queue Number rather than a highly-used, public-facing number.

We also strongly recommend that you identify a Legacy IVR Number to receive a portion of calls while Flip ramps up during the launch process. Ensure that this too is a lightly-used phone number.

To identify lightly-used phone numbers, open the Phantom system and complete the following steps:

• Click Reports.

• Click Call Stats.

• Click Calls by Dialled Numbers.

 

The following screen displays:

Identify the 2 most infrequently used phone numbers from the list. It is important that these numbers receive very little volume as we will set them as the Main Call Queue Number (the number with the lowest call volume) and Legacy IVR Number. 

• Double-check that these numbers aren’t used for any special purpose (VIP number, free phone number, etc).

• If there are fewer than 2 numbers fitting this criterion, see Troubleshooting: Not enough numbers.

Main Call Queue Number

Ensure that the Main Call Queue Number is directed at the call queue by completing the following steps: 

1. Click Routing.

2. Click DDIs.

3. Click Edit (the pencil icon) for the number you wish to check.

In the Edit DDI dialog, make the following changes:

1. Set Route to Goto > Queue > 600.

2. Set Loopback to No.

Legacy IVR Number

If you wish, Flip can send calls to a Legacy IVR Number while we gradually ramp up. Once you identify the Legacy IVR Number, ensure that it is directed to the Autocab IVR by completing these steps: 

1. Click Routing

2. Click DDIs

3. Click Edit (the pencil icon) for the number you wish to check

In the Edit DDI dialog, make the following changes:

1. Set Route to Goto > IVR > The name of your IVR (typically, the same name as your fleet)

2. Set Loopback to Yes

Internal Telephony Number

There are four choices for Internal Telephony Number for Autocab. Let’s say the phone number is +441234567890, where country code is +44. In this case, you have the following Internal Telephony Number options:

• The same as the Public Phone Number

• [Country Code]+2s+[Last 7 Digits of Public Phone Number]

• [Country Code]+2s+[Last 6 Digits of Public Phone Number]

• [Country Code]+2s+[Last 3 Digits of Public Phone Number] 

[Country Code]+2s+[Last 7 Digits of Public Phone Number]

The country code remains the same. Remove any leading 0s , and leave the last 7 digits unchanged. All other digits are 2.

1. If, for example, the phone number is +441234567890

   1. The country code is +44. (To find this code, search <country name> country code)

   2. The last 7 digits are 4567890

   3. The Internal Telephony Number is +442224567890

1. Alternatively, let’s say the phone number is 01234567890 and the country is England

   1. The country code is +44

   2. The last 7 digits are 4678905

   3. We remove the leading 0

   4. The Internal Telephony Number is +442224567890

[Country Code]+2s+[Last 6 Digits of Public Phone Number]

The country code remains the same. Remove any leading 0s , and leave the last 6 digits unchanged. All other digits are 2.

1. If, for example, the phone number is +441234567890

   1. The country code is +44. (To find this code, search <country name> country code)

   2. The last 7 digits are 567890

   3. The Internal Telephony Number is +442222567890

1. Alternatively, let’s say the phone number is 01234567890 and the country is England

   1. The country code is +44

   2. The last 6 digits are 678905

   3. We remove the leading 0

   4. The Internal Telephony Number is +442222567890

[Country Code]+2s+[Last 3 Digits of Public Phone Number]

The country code remains the same. Remove any leading 0s, and leave the last 3 digits as they are. All other digits are 2.

1. Let’s say the phone number is +441234567890:

   1. The country code is +44. (To find this code, search <country name> country code).

   2. The last 3 digits are 890.

   3. The Internal Telephony Number is +442222222890.

1. Alternatively, let’s say the phone number is 01234567890 and the country is England:

   1. The country code is +44.

   2. The last 3 digits are 890.

   3. We remove the leading 0.

   4. The Internal Telephony Number is +442222222890.

Routing to Flip

Identify the Routing Configuration

Take a screenshot of the current configuration for the phone number in Phantom.  If the integration doesn’t work, we will revert to these settings. 

Your phone number is set up as either Caller Based Routing or Regular Routing.  

Caller Based Routing refers to rules you can use within the DDI routings. For example, you can have a Blacklist Caller Based Routing rule, whereby the blacklisted numbers you enter take a particular path, perhaps hang-up, while all other numbers go to operator or the IVR menu.

To determine the routing configuration, follow these steps:

1. In the Navigation Pane, open Routing. 

2. Select DDI.

3. Click Edit (the pencil icon) for the number you wish to check.

The Edit DDI dialog opens.

In Route settings, a drop-down list box indicates if the number uses Caller Based Routing. If none of the boxes say Caller Based Routing, the number uses Regular Routing.

Edit your routing configuration

If the phone number uses Caller Based Routing, complete the following steps:

1. Check the name of the specific Caller Based Routing rule. For example, Customer Black List.

2. From the Navigation Pane, click Routing

3. Click on Caller Based Routing

4. Choose the specific Caller Based Routing rule (example: Customer Blacklist)

5. Click Edit. The Edit Caller-Based Routing dialog opens.

6. Check the routes on both the On Match and Without Match settings to determine their destinations. If they go to another Caller Based Routing rule, exit out of the current route and Edit the other route.

7. Change the route settings to Goto IVR Redroute

   

Troubleshooting: Not enough numbers

If your Phantom system does not have the necessary infrequently used numbers, contact your carrier to order another number. Let support@flipcx.com know that you’ve done this. Email support@flipcx.com when the new number is available. While you wait for this new number, complete the following steps:

If only 1 infrequently used number is available

1. Use the most infrequently used phone number as the Main Call Queue Number.

2. Choose the Legacy IVR Number (the next lowest volume number until all Public Phone Numbers are set to 100% traffic) as your second most infrequently used number.

3. Once traffic is ramped up to 100%, route the Legacy IVR Number number to Flip.

4. Remove the Legacy IVR Number from every Public Phone Number within the Flip portal. 

5. When you receive your new number, set it as the Main Call Queue Number. The original Main Call Queue Number now becomes the Legacy IVR Number.

6. Update this for every Public Phone Number.

If there are no infrequently used numbers

If there are no infrequently used numbers, please contact Flip, where support agents will reach out to you with assistance.