Connecting your clinic’s phone system

• The clinic manager’s side of this is in Keeping your clinic’s current number. AlloMia doesn’t port numbers: the number stays with your phone provider, and only its calls are sent to AlloMia.
• The clinic needs an active subscription. During the free trial, the Import Number and Create SIP tabs are locked.
• Enter phone numbers in E.164 format: + then the country code and the number, with no spaces, for example +15145551234.
• AlloMia refuses calls to a number that isn’t assigned to an AI agent or a team. Assign each number as soon as it’s added, and make the switch at a quiet time.

Choose the option that matches your setup:

• The number is on a Twilio account, AlloMia’s or the clinic’s own: option 1.
• The number is with another phone provider or on your phone system (PBX), which can send its calls over SIP: option 2.
• Your phone system should send some calls to a SIP address rather than to a phone number, for example from a menu option or a queue: option 3.

1. In the menu on the left, click Phone Numbers, then the Import Number tab.
2. In the Add Twilio Phone Number card, enter the Phone Number.
3. If the number is on AlloMia’s Twilio account, leave Account SID and Auth Token empty. AlloMia support tells you when this is the case. For a number on the clinic’s own Twilio account, fill in both, from the dashboard of the Twilio Console.
4. Click Add Twilio Number.

AlloMia checks that the number exists on that Twilio account. It uses the Account SID and Auth Token only for this check and doesn’t keep them.

A number on AlloMia’s account is ready right away: its SIP settings are set up for you and can’t be changed. For a number on the clinic’s own account, continue with “Set up the SIP trunk” below.

1. In the menu on the left, click Phone Numbers, then the Import Number tab.
2. In the Add phone number from another provider card, enter the Phone Number.
3. Click Add Number. The number shows on the Phone Numbers tab.
4. Continue with “Set up the SIP trunk” below.

Do this for a number from option 2, or a number on the clinic’s own Twilio account. The inbound side brings the number’s calls to AlloMia. The outbound side lets AlloMia place calls from this number.

1. On the Phone Numbers tab, at the end of the number’s row, click the three dots (⋮), then SIP Trunk.
2. On the Inbound trunk tab, copy the address under Allomia inbound endpoint. On your provider or phone system, send this number’s incoming calls over SIP to that address.
3. In Allowed Addresses, enter your provider’s signaling IP addresses or ranges, in IPv4 or CIDR format, one per line or separated by commas. AlloMia refuses calls from any other address.
4. Click Save, or Update if the trunk already exists.
5. On the Outbound trunk tab, fill in Outbound Host (the host name where AlloMia sends calls, without sip:), then Auth Username and Auth Password as they are set on your provider’s trunk. AlloMia has no fixed outbound IP range, so use username and password authentication rather than an IP allowlist.
6. Click Save. The password is stored encrypted. When you change other fields later, leave Auth Password blank to keep it.

About Allowed Addresses: if you leave the box empty, or enter 0.0.0.0/0, AlloMia accepts calls to this number from any source. Do this only if your provider’s signaling IPs change, and fill in the list as soon as you can.

The outbound trunk is needed for calls AlloMia places from this number: call campaigns, calls started from your own software, and some call transfers (see below).

With Create SIP, AlloMia gives you a SIP address that your phone system can send calls to, for example from a menu option or an overflow queue.

1. In the menu on the left, click Phone Numbers, then the Create SIP tab.
2. In Label, give it a name, for example “Front desk overflow”.
3. In Allowed Addresses, enter your phone system’s public IP addresses, in IPv4 or CIDR format. The same rule applies: empty or 0.0.0.0/0 accepts calls from any source.
4. Click Create SIP.
5. Copy the address under Your SIP URI, and set up your phone system to send calls to it.

The SIP address shows on the Phone Numbers tab like a number, and you assign it to an AI agent the same way. It can’t be used as the caller ID for calls AlloMia places.

1. Assign the number or SIP address to an AI agent or a team. See Choosing which AI agent answers a number.
2. Call the number from an outside phone, such as a cell phone, and check that the AI agent answers.
3. In Call Logs & Analytics, check that the call shows the type Inbound and the AI agent’s name.
4. If the AI agent passes calls to your staff, ask to speak to a person and check that the right phone rings.

• A call transfer action can send a call to a phone number, or straight to a SIP address on your phone system. In Tools & Actions › Call Transfer, on the Destinations tab, set Destination Type to SIP and enter the SIP URI, for example sip:200@pbx.example.com. SIP destinations use blind transfer only. See Passing calls to the front desk or a colleague.
• To transfer a call, AlloMia sends a SIP REFER on the incoming call, so your provider or phone system must accept REFER.
• When the caller hides their number and the destination is a phone number, AlloMia places a new call instead, by default through the outbound trunk of the number that was called. Set up the outbound trunk so these transfers work too.

• The Import Number or Create SIP tab is locked: the clinic is on the free trial, or its subscription isn’t active.
• “Phone number was not found on Allomia’s Twilio account”: check the number, or fill in the clinic’s own Account SID and Auth Token.
• “Phone number was not found on the provided Twilio account”: check the number, the Account SID and the Auth Token.
• “Provide both Account SID and Auth Token, or leave both empty.”: fill in both fields, or neither.
• “Each entry must be a valid IPv4 address or CIDR”: remove host names and IPv6 addresses from Allowed Addresses.
• Calls never reach AlloMia: check that your provider sends them to the Allomia inbound endpoint, and that its signaling IP is in Allowed Addresses.
• Calls reach AlloMia but nobody answers: open the call in Call Logs & Analytics. If its Ended Reason is Unassigned Number, assign the number to an AI agent.
• Transfers fail: check that your provider accepts SIP REFER, and that the number has an outbound trunk.
• The SIP Trunk window says the SIP trunks were not provisioned, or another error shows: write to support@allomia.com with the number and the message.