Numbers and telephony
The agent answers on your number, not on one invented by us
Kallina agents’ calls pass through our telephony server, connected to operators via SIP. Bring the line you already have, forward only certain calls to the agent, or use a new number from your operator.
Three ways to put the agent on the phone
- SIP line from the operator
- The operator gives you the SIP connection details for the number. We enter them into Kallina and the number rings directly to the agent, and the agent calls from it.
- Redirect
- The number remains in your telephone system. The calls you choose, for example those outside working hours, are forwarded to a Kallina line.
- Voice button
- For website conversations, no number is needed: the visitor speaks with the agent from the browser.
- Your operator
- Each operator has its own SIP settings. We check the connection to your operator before the quote.
What happens to an inbound call
The call comes in
The operator sends the call via SIP to the Kallina telephony server.
The Notice
The server says the message that the call is recorded before starting the recording.
The agent
The number is linked to an agent, who handles the conversation according to its instructions.
The transfer, if needed
When the caller asks for a person or the scenario requires it, the agent transfers the call to the set number.
After the call
The recording, transcription and summary appear in the history and are sent to the configured integrations.
Details that matter in practice
Direct transfer
The transfer to a person is direct: the call goes to the set number, without the agent presenting it to the colleague first.
Forwarding rules
Forwarding can be done by schedule or by conditions, with a different agent for each rule.
Recording notice
From 9 September 2026, the message is played from the telephony server, for all calls that pass through it, not from each agent’s text.
Outbound calls
Campaigns and scheduled calls go out through the same line, with your number displayed, if the operator allows.
SMS after the call
Confirmations or links can be sent by SMS, through Infobip.
Line status
Registration of the lines with operators is monitored, and outages are signalled to us automatically.
Frequently asked questions
Which countries do you have numbers in?
We do not sell numbers from a catalogue. The number comes from an operator that offers SIP, and we connect it. For your country and operator, we check the connection before the offer.
Can I keep the number my clients know?
Yes, either by connecting it through SIP, or by forwarding calls from your switchboard to the agent.
How much does a number cost?
It depends on the operator and on how we connect the line. The cost of the line and the agent’s minutes are included in the offer, after checking.
Can the agent make a transfer with introduction?
No. The transfer is direct. If the person needs to know what it is about, the call summary appears in the history and in integrations.
Can I turn off the recording notice?
The notice is on for all our lines, because the information must come before recording. We discuss the text and requirements for your case in the processing agreement.
Tell us which operator and which switchboard you use
We tell you before the quote whether the line connects directly or via forwarding.