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VOX Telephony

Overview​

The VOX Telephony module acts as the communications bridge between your Orbit Resolve organization and external telephony networks (PSTN). It allows administrators to acquire, manage, and configure real phone numbers. Crucially, these phone numbers can be strictly allocated to Orbit's AI Voice Agent engine, establishing low-latency, dedicated pipelines that allow AI agents to handle inbound customer calls or execute automated outbound campaigns.

Access the Telephony configuration via: Cockpit → Settings (Organization Settings) → AI & Intelligence → VOX Telephony

The Telephony Lifecycle Workflow​

Setting up VOX Telephony follows a strict four-step workflow. You must complete each step before moving to the next:

  1. Core Settings: Establish the billing model and connect your telephony provider credentials.
  2. Manage Numbers: Provision numbers from the cloud into your inventory and establish their AI pipeline connections.
  3. Project Assignment: Allocate established numbers to specific Orbit Projects to grant them telephony resources.
  4. Outbound Campaigns: Utilize project-assigned numbers to dispatch automated outbound AI calls using detailed schedules and goals.

1. Core Settings & Provider Configuration​

The Core Settings tab dictates how your organization pays for and manages telephony resources. You must first choose your Operation Mode.

Step 1: Choose Your Operation Mode​

  • Use System Provided Number (SYSTEM)
    • Best For: Teams that want zero technical setup and prefer to pay for everything on one invoice.
    • How it Works: You rent phone numbers directly from Optima Orbit's shared inventory. Costs are billed directly to your Orbit account invoice. Provides Shared Concurrency and Instant Provisioning.
  • Bring Your Own Key (BYOK)
    • Best For: Enterprises with existing telephony contracts (e.g., Twilio, Vobiz) or those requiring dedicated concurrency limits.
    • How it Works: You connect your existing third-party telephony provider account directly to Orbit. You pay your provider directly for number rentals and minutes.

Step 2: Connect Your Provider (If using BYOK)​

If you selected BYOK, you must securely connect your external provider account.

  1. Under the Select Provider grid, click on your provider (e.g., Vobiz, Twilio). Only providers marked as "READY TO USE" are currently supported by your platform instance.
  2. Scroll down to the dynamically generated configuration form.
  3. Fill in the Credentials: Orbit will request the exact fields required by your provider. For example, if you selected Vobiz, enter your Vobiz Auth ID, Vobiz Auth Token, and confirm the API Base URL.
  4. Click Validate and Save. Orbit will instantly ping your provider's API to ensure the credentials are correct.
  5. If successful, you will see a live dashboard detailing your Total Numbers, Max Concurrency, and Available Balance.

(Note: If you selected SYSTEM mode, no provider configuration is necessary. Simply click Save).

2. Manage Numbers​

Once your core settings are validated, you must add phone numbers to your inventory. Use the Use System Numbers or Manage Own Numbers tab (depending on your mode).

Step 1: Provisioning Numbers​

  • If you are using BYOK Mode:
    1. Click Purchase New Number to open the Inventory Drawer.
    2. Use the search tools to find available numbers in your target country/region.
    3. Confirm the purchase. The number will be leased from your provider and added to Orbit.
    4. (Alternatively, if you already bought numbers directly through your provider's external portal, click Sync Numbers to import them into Orbit).
  • If you are using System Mode:
    1. Click Acquire Number.
    2. Fill out the request form specifying the Country, Quantity, and Business Justification.
    3. Wait for Orbit administrators to approve and fulfill the request.

Step 2: Establish the AI Pipeline​

Simply owning a number does not mean the AI can use it. You must wire the number into Orbit's Voice Engine.

  1. Locate your new phone number in the active inventory grid.
  2. At the top right of the Number Card, toggle the Active switch to ON.
  3. The card will display an amber "Establishing" pulse while Orbit negotiates the Webhook pipeline with your provider.
  4. Once complete, it will turn into a green glowing circuit indicating the number is "Established" and ready for AI usage.

Step 3: Configure Traffic Rules​

  1. Click the Settings (gear) icon on the Number Card.
  2. Give the number a Friendly Name (e.g., "Main Sales Line").
  3. Ensure Inbound Traffic and Outbound Traffic toggles are set appropriately for your use case.
  4. Turn on Allow Call Recording if you want the trunk to record and store calls for 30 days.
  5. Click Save Changes.

3. Project Assignment​

An established phone number must be mapped to a specific Orbit Project before it can handle calls.

Step 1: Navigate the Assignment Grid​

Open the Project Assignment tab. You will see a grid where your active Projects form the rows, and your Validated Numbers (those with an established AI pipeline) form the columns.

Step 2: Assign Numbers to Projects​

  1. Locate the row for your target Project (e.g., "INDIA WORLDMART").
  2. Locate the column for the Phone Number you want to assign to it. (You can check the E.164 number and country flag in the column header).
  3. Click the Radio Button at the intersection of the project and the number. The button will turn green.
  4. Important Rule: A phone number can only belong to ONE project at a time. If the number was previously assigned to a different project, it will automatically be unassigned from the old one.
  5. Click the Save Assignments button at the top right to finalize the mapping.

4. Outbound Campaigns​

The Outbound Campaigns tab allows you to manage automated voice outreach initiatives using the phone numbers you just assigned to your projects.

Step 1: Create a Campaign​

  1. Locate your target project in the Outbound Campaigns list.
  2. Click + Create Campaign to open the Campaign Wizard.
  3. Select whether you are creating an INTERACTIVE campaign (a two-way conversation powered by an AI Agent) or a BROADCAST campaign (a one-way audio transmission).
  4. Assign the appropriate AI Agent or Audio Media.
  5. Define the Working Schedule. Select the days of the week (S,M,T,W,T,F,S) and the specific daily time window (e.g., 09:00 - 17:00) during which the dialer is legally allowed to operate.
  6. Provide the target Lead list and save the campaign.

Step 2: Monitor and Manage Execution​

Once a campaign is saved, it will appear in the project's campaign table.

  • Understanding States: A campaign can be DRAFT (not ready), ACTIVE (currently dialing), PAUSED (temporarily halted), or COMPLETED (all leads called).
  • Tracking Progress: The Execution Progress column shows a real-time completion percentage and counts the exact number of leads remaining in the backlog.
  • Live Controls: Use the Action buttons on the right side of the row to Play, Pause, Edit, or Copy the campaign on the fly.
  • Sync Leads: If your campaign is set to continuous enrollment, a Sync Leads button will be available to pull fresh lead records into the active calling backlog.