Connect telephony

Set up caller IDs, trunks, and inbound agent routing.

Telephony has separate readiness for outbound and inbound use. A saved provider connection or a listed phone number alone does not mean a call can be placed. Use the dashboard’s setup checklist and make a controlled test for the direction you plan to use.

Set up an outbound route

1. Add the provider connection

   Open Telephony, choose an available provider, and complete the required account fields. Keep credentials in the configuration and resolve any setup steps shown by the dashboard.
2. Register an active number

   Add the caller ID or phone number that the provider allows Athena to use. Select an active default caller ID when needed.
3. Assign the number to a trunk

   If your provider uses trunks, attach the number to the trunk that should place outbound calls. Numbers not assigned to a trunk can be managed in Phone Numbers.
4. Review readiness

   Check the configuration’s outbound status and any blocking reason. Complete provider setup items before testing a call.
5. Test with a controlled destination

   Call a phone you control. Confirm that it rings, audio works in both directions, the run completes, and the caller ID is the one you intended.

The setup checklist can include provider-specific steps. An inbound-only step does not necessarily block outbound calling; use the displayed step description and outbound status to identify what must be fixed for your route.

Inbound routing

For inbound calls, assign a number to the intended workflow and complete the provider’s inbound configuration and callback steps. Inbound readiness is separate from outbound readiness. A successful inbound setup does not establish that the same configuration can dial out, and the reverse is also true.

Configuration selection

If a call request names a telephony configuration, Athena checks that configuration. It does not silently switch to a different provider when the selected one is blocked. If the request omits a configuration, Athena resolves an available outbound configuration using the organization’s default and active configurations. For predictable routing, pass the intended configuration and caller ID explicitly.

In a trunk setup, a number assigned to a trunk dials through that trunk. Verify the number-to-trunk assignment and the trunk’s status when a call cannot start or uses a different route than expected.

What readiness does not prove

Provider metadata in the dashboard describes supported fields, not the state of your provider account. A green setup checklist is useful evidence for configuration, but it does not prove that a carrier accepted a particular call or that the handset rang. Check the run and the controlled handset separately. See Troubleshooting and Trigger a phone call.

Remove a configuration

Reassign any campaigns and choose a replacement outbound default before removing a configuration used for calls. A campaign reference blocks configuration deletion with 409.

Deleting a configuration also deletes its local phone-number and trunk records. The configuration-delete endpoint does not invoke provider cleanup hooks. Detach inbound routing and remove provider trunks through their supported operations first when needed; deleting Athena’s configuration does not release a carrier number or cancel the provider account.