Telephony administration in xMatix splits cleanly in two: the infrastructure — voice trunks and phone numbers — is provisioned for your organization by xMatix, while everything organizational — queues, agents, routing — is yours to author. This page is the reference for the four setup screens, the permissions around them, and the deployment shapes telephony can take. It applies where your organization has telephony configured; until then the screens exist but list nothing.
All four screens live under Setup → Feature Hub → Service → Telephony and require the manage telephony setup capability on your security profile.
Trunks & Numbers
The overview screen shows what has been provisioned:
- Trunks — your organization's voice connections. You can rename a trunk, add a description, enable or disable it, and mark one as the default for outbound calls. You cannot create or delete trunks, and no provider internals or credentials are shown anywhere on the screen — provider settings and secrets are platform-managed and write-protected by design.
- Phone Numbers — the numbers allocated to your organization, each tied to a trunk. Per number you set a label ("Main support line"), an outbound caller ID, and whether it is active. Numbers, like trunks, are allocated by xMatix — an empty list means none have been provisioned yet.
Queues
Queues distribute inbound calls (and other channel work) to a pool of agents. Each queue defines:
| Field | Meaning |
|---|---|
| Name, description | How the queue appears in routing and on call records |
| Routing model | Direct, Round robin, Load balance, or Skill-based |
| Channels | Which channel types the queue serves — voice among them |
| Agent pool | A resource group; the group's active members are the routing candidates |
| Active | Inactive queues stop taking new work |
Membership is deliberately indirect: the pool is a resource group, so staffing a queue is group administration, not queue editing. Deleting a queue is confirmed with the real consequence — inbound routes pointing at it stop assigning agents.
Agents
The Agents screen has two tabs:
- AI agents — named AI-agent identities that inbound routes can target. Each has an identity name, a display label, a description, optional metadata, and an active flag. An AI agent that is the target of a route cannot be deleted until the route is retargeted.
- Human agents — the mapping from an xMatix user to a telephony agent identity, with an optional per-agent outbound caller ID and an active flag. Adding a human agent requires telephony to be provisioned (the entry rides your organization's trunk); one that is the target of a route cannot be removed until the route is retargeted.
Routing
Routes bind numbers to targets: each route names a phone number and a target — a queue, an AI agent, or a human agent — with an active flag. The inbound routing page explains the runtime semantics, including the organization-wide fallback. Operationally, the key column here is sync status: every route must also exist as dispatch configuration in the telephony infrastructure, and the screen shows whether that push succeeded, the error when it failed, and a re-sync action. Opening the screen re-drives pending routes automatically.
Permissions
Two separate capabilities govern telephony, granted via security profiles:
| Capability | Grants |
|---|---|
| Manage telephony | The four setup screens and their APIs |
| Supervise telephony | The supervisor console — live calls, listen, barge |
They are separable on purpose: team leads usually need supervision without configuration rights, and configuration admins do not automatically get live-call visibility.
Deployment shapes
Telephony reaches an organization in one of three shapes, chosen with your xMatix account team:
- Platform-managed voice — xMatix runs the voice infrastructure and allocates your numbers from a managed pool. Nothing to host, no provider credentials to hold; this is the standard shape.
- Your own carrier trunk — your organization keeps its carrier relationship and numbers, and the trunk is pointed at the platform's voice infrastructure. Agents get the same in-workspace softphone.
- Third-party dialer integration — calls are handled in an external dialer whose interface embeds inside xMatix; calls are logged into the call register through the integration surface, and screen-pop opens the matched record. In this shape there is no in-app softphone.
Common questions
Why does adding a human agent fail with "not provisioned yet"?
Agent entries attach to your organization's trunk, so they cannot exist before a trunk does. The Trunks & Numbers screen showing an empty trunk list is the confirmation: telephony has not been provisioned for the organization yet — arrange it with your xMatix account team first.
Who do I ask for a new phone number?
xMatix — numbers are allocated by the platform, not created in Setup. Once allocated, the number appears on the Phone Numbers tab for you to label, give an outbound caller ID, and route.
Can I hide the setup screens from most administrators?
Yes — the screens follow the manage-telephony capability, so only profiles granted it see them at all. Keep the supervise capability similarly narrow: its holders see every live call on the organization by design.