Telephony: SIP trunk and browser calls

Telephony in X10 CRM works right inside a browser tab: the operator clicks a number in the lead card and talks through a headset. No softphone, no settings on the computer, no separate application. This page walks an administrator through the whole setup — from the provider details to the first test call.

#How it is put together

At the core is the X10 CRM telephony server, running next to your database. It keeps the connection to the telephony provider and distributes calls to operators. The operator’s browser connects to it directly over WebRTC — which is exactly why nothing needs to be installed.

What telephony and the auto-dialer include, and how it looks in a team's daily work, is on the CRM for a call centre page.

#Step 1. What to ask your telephony provider

Before opening the settings, collect the details. Any IP telephony provider will supply them on a request for “SIP connection parameters”.

• The provider server address — a domain or an IP
• The port (almost always 5060)
• The SIP login and password
• Whether registration on the server is required, or authentication goes by your server’s IP
• The list of your numbers in E.164 format without the plus sign: 380441234567
• Whether the provider allows substituting your own number on outbound calls

#Step 2. Global settings

The Settings → Telephony section. Most fields here are filled in once during onboarding, but it helps to know what they do.

#Step 3. The provider SIP trunk

A trunk is the connection to the provider. Create it in the trunks section and fill in the details from step one.

#Step 4. Numbers

Add every number the provider has allocated to you. A number is written in E.164 format without the plus sign and without spaces: 380441234567. Each number is attached to the trunk it works through.

A display name saves you from confusion when there are many numbers: Main Kyiv, Facebook ads, Hotline. It is also shown in routes and statistics — a convenient way to see which advertising brings calls.

#Step 5. Operator SIP accounts

To make calls, an operator needs an extension. Open Settings → Users, find the employee and issue a SIP account in one action.

• The extension is assigned automatically — the next free one, starting from the value in the global settings.
• The password is generated randomly and securely. The operator does not need to know it: the browser receives the credentials itself when the employee signs in.
• The CallerID name can be set separately — it is shown to colleagues on internal calls.
• Removing the account deletes the extension. Do it when someone leaves: otherwise calls keep going to an operator who no longer exists.

#Step 6. Inbound ring groups

A group defines whose phone rings when a customer dials your number. Create the group, give it a Latin-letter system name and add operators.

#Step 7. Inbound routes

A route connects a number to whoever answers it. One route per number, pointing either at a group or at a specific operator.

#Step 8. Which number the customer sees

For outbound calls you can set which of your numbers the customer will see. It is configured on two levels:

• Per project — every call within the project goes out from one number. Sensible when different business lines carry different brands.
• Per operator — a personal outbound number. It takes priority and is useful when part of the team works a specific region.

#Step 9. Apply the configuration

Changes to trunks, numbers and routes do not take effect immediately — they have to be pushed to the telephony server. There is a dedicated page with four actions:

#Calling from the browser: what the operator does

1. 01

   Allow microphone access

   On the first sign-in the browser asks for permission. If the operator accidentally clicked “Block”, the permission can be restored through the padlock icon in the address bar.

2. 02

   Check the headset

   A wired USB headset gives noticeably better quality than Bluetooth or a laptop’s built-in microphone. For a call centre that is a requirement, not a preference.

3. 03

   Call from the lead card

   Clicking the number in the card raises the connection immediately. The call, its duration and its recording are attached to that lead automatically.

4. 04

   Take inbound calls

   When a customer calls, the CRM shows a notification and opens the lead card matched by the number — the operator sees the history before saying hello.

#Call recordings

• Every conversation is recorded on separate tracks for the operator and the customer — that separation is what lets AI work out who said what.
• The recording is available from the lead card and from the call list: playback right in the browser, and a download if needed.
• The default retention period is 90 days; older files are deleted automatically every day.
• Listening and downloading are governed by permissions — a regular operator may not be able to export audio.
• Details about the player, filters and retention are in Call recordings.

#Diagnostics

#Permissions

#Launch checklist

• The provider details are in hand and the authentication method is confirmed
• Telephony is switched on in the global settings
• The trunk is created and active
• Every number is added without a plus sign and attached to the trunk
• Every operator has an extension
• Inbound ring groups exist and the ring timeout is at least 20 seconds
• Every number has a route
• An outbound number is set for the project or for operators
• “Apply everything” has been clicked
• A test outbound call went through, and the call and its recording appeared in the lead
• A test inbound call reached the group and opened the customer card
• The recording retention period matches your data policy