Phone Numbers

Connect phone numbers to your agents to enable inbound and outbound voice calls. Cloudax Connect supports multiple telephony providers, allowing you to bring your own numbers or configure SIP trunks from virtually any carrier.

Supported Providers

Cloudax Connect integrates with the following telephony providers out of the box. Each provider has its own setup flow and credential requirements, and the import dialog prefills sensible defaults (transport, region, ports) as soon as you pick a tile.

Getting a Cloudax Number

Before enabling outbound use—or obtaining a number with country-specific regulatory requirements—an organisation administrator must complete Workspace settings → Compliance. The form identifies your organisation—not Cloudax—as the business using the number and collects your legal registration, headquarters address, authorised representative, calling purpose, consent process and formal declarations. You can add an inbound-only number before this verification is approved, unless the selected country or number type requires its own regulatory registration. Verification is required before outbound calls or SMS can be enabled. Cloudax reuses the submitted details for required country checks and asks only for additional evidence when necessary.

If your role can purchase phone numbers, open Numbers, select Add number, then choose Get a number. Select a country and inbound voice agent, add an optional friendly name, and confirm the purchase. Cloudax selects an available non-mobile voice number and connects it to the agent automatically.

Countries appear as their current availability is checked. If inventory changes before confirmation, Cloudax will tell you that no immediately available number could be found and will not complete the purchase. UK phone numbers and other country or number types needing regulatory evidence are available only after a compatible customer-specific registration is approved.

Allowances and Pricing

Active card-billed Launch, Growth, and Enterprise plans include one, two, and three phone numbers respectively. Your workspace may have a different allowance set by an administrator. Manually billed Enterprise workspaces do not receive an allowance unless one is explicitly configured.

Numbers outside your allowance are charged immediately for their first full month and then monthly. The minimum monthly price is £5 for numbers 1–9 and £4 from number 10 onwards. Some countries or number types cost more. Prices exclude VAT.

Carrier usage on a Cloudax Number is charged from workspace usage credit. Outbound calls and inbound and outbound SMS are priced from Cloudax's current carrier cost after conversion to GBP, plus Cloudax's margin. The current rate is carrier cost multiplied by two, rounded up to the nearest penny per started minute or SMS segment. There are no separate minimum carrier charges. Imported numbers are not charged these Cloudax Number carrier fees because you pay their carrier directly. Automatic usage-credit purchases must remain enabled while outbound calling is active. Prices exclude VAT.

If you downgrade and your new plan includes fewer numbers, the oldest numbers remain included and any excess numbers become paid rentals. Removing a Cloudax Number stops future rental charges after release; the current month is not refunded.

Using Cloudax Numbers for Outbound Calls

Cloudax Numbers can receive calls immediately. Before using them for outbound calls, campaigns, API calls, SMS, or as an agent's outbound number, complete Workspace settings → Compliance and wait for business verification to be approved.

Verification applies to all Cloudax Numbers in the workspace. Until approval, imported numbers continue to follow their normal outbound configuration.

Editing or Removing a Cloudax Number

You can edit only the friendly name of a Cloudax Number. Its region, routing, account, caller ID, and connection settings are managed automatically. To stop using it, select the remove action and confirm.

Importing a Number

To connect a number from a named provider, select Add number, then Import from provider. For any other SIP-compatible carrier or PBX, select Add SIP number to open the compact setup form showing the Cloudax Fabric SIP URI.

Twilio Setup

To import a Twilio number, you need your Account SID and Auth Token, both of which are available in the Twilio Console dashboard. Enter these credentials and Cloudax Connect will automatically fetch and display the phone numbers associated with your account for you to select.

The Ireland and Australia import paths require the corresponding regional token in addition to the main Account SID and Auth Token. The regional token authenticates that Twilio API region; it does not select the Cloudax Fabric SIP region.

After entering your credentials, use the Test Connection button to verify that Cloudax Connect can reach your Twilio account. The import dialog also includes a built-in setup guide with step-by-step instructions for finding your Twilio credentials and purchasing a number. When you import, Cloudax creates the Twilio Elastic SIP trunk, configures sip:sip.cloud.ax;transport=tcp as its origination URI, associates the selected number, and creates the corresponding Cloudax Fabric trunks and dispatch rule automatically.

Cloudax Fabric Carrier Settings

The settings below use the Cloudax Fabric SIP endpoint. Cloudax creates the inbound trunk and dispatch rule when the number is imported, so you do not need to create any additional Cloudax Fabric resources yourself.

Vonage

Complete the Vonage SIP Trunking wizard and save the customer-specific domain, digest username, and password it creates. Under inbound calling, add sip.cloud.ax using TCP on port 5060 and link the number. For outbound calling, paste the complete domain shown by Vonage, such as your-domain.sip-eu.vonage.com, together with its SIP username and password. These credentials are not your general Vonage API key and secret.

TelXL

TelXL does not publish one universal SIP endpoint or credential format. Use the exact hostname, transport, credentials, and number format in the TelXL onboarding pack. Add a tech prefix, Customer ID, or Site ID only when it has been supplied explicitly. For inbound delivery, ask TelXL to route the number to sip:sip.cloud.ax. For outbound IP authentication, ask TelXL to allow every Cloudax Fabric SIP IP range listed below.

Gamma

Use the customer-specific signalling gateway in the Gamma provisioning confirmation, normally over UDP port 5060. For a standard IP-authenticated trunk, ask Gamma to allow all Cloudax Fabric IP ranges listed below and leave SIP username and password blank. Cloudax sends the assigned CLI in P-Asserted-Identity. Do not add a tech prefix, registration credentials, SRTP, or X-Client-ID unless Gamma has specified it for that service.

Telnyx

Create an FQDN connection and add sip.cloud.ax as the FQDN, without a sip: prefix, on port 5060. Select TCP and set both the origination and destination number formats to +E.164, then attach the phone number to that connection. For outbound calling, attach an outbound voice profile and enter sip.telnyx.com, the connection username, and password in Cloudax. Cloudax includes the Telnyx username on the first SIP INVITE for reliable digest authentication.

Plivo

Create a Plivo inbound Zentrunk with the Primary URI sip.cloud.ax;transport=tcp, without a sip: prefix, and link the purchased number as a SIP Trunk application. For outbound calling, create a Plivo outbound trunk and credential, then enter its Termination SIP Domain, such as 21784177241578.zt.plivo.com, and matching credentials in Cloudax. Secure trunking requires matching TLS and media-encryption settings plus a certificate-valid endpoint supplied by Cloudax.

Wavix

Edit the Wavix number and set its SIP URI destination to [did]@sip.cloud.ax;transport=tcp. Wavix replaces [did] with the number. For outbound calling, create a Wavix trunk using Digest authentication, then enter the generated five-digit Trunk ID, password, and nearest Wavix gateway, such as eu.wavix.net, in Cloudax.

Sinch

In Sinch Elastic SIP Trunking, add a static endpoint whose FQDN is sip.cloud.ax, port 5060, protocol TCP, then assign the number to that trunk. For secure trunking, contact Cloudax for the current certificate-valid port 5061 TLS endpoint before enabling it on both sides. For outbound calling, use Sinch digest credentials in the Cloudax SIP-number form. If you use Sinch ACL authentication instead, allow every Cloudax Fabric IP range shown below.

didlogic

Edit the purchased number, select SIP URI, and put +442071234567@sip.cloud.ax;transport=tcp at the top of its forwarding destinations, replacing the example with your E.164 number. For outbound calling, enter the nearest didlogic SIP gateway, your five-digit SIP login, and SIP password in the Cloudax SIP-number form.

Add a SIP Number

Use this compact flow when your carrier or PBX supports SIP but does not have a dedicated provider tile. In Numbers, select Add number, then Add SIP number. The form displays the origination URI for you to copy.

SIP Region Pinning and Static IPs

The sip:sip.cloud.ax endpoint is pinned to the EU Cloudax Fabric region.

EU pinning keeps inbound SIP traffic within that region but prevents automatic failover to infrastructure outside it. Contact Cloudax if your deployment requires a different region or global routing.

Named SIP Providers

Vonage, TelXL, Gamma, Telnyx, Plivo, and Wavix

All non-Twilio providers connect via SIP trunking. Cloudax always configures inbound routing. Each imported number receives its own Cloudax Fabric inbound trunk and dispatch rule, plus a dedicated outbound trunk when it must place calls. Carrier-side trunks may serve multiple numbers; Cloudax Fabric trunks do not.

For each trunk you can either reference an existing trunk by entering its trunk ID, or create a new trunk by providing the trunk address, username, and password. Click Check Existing Trunks after entering the phone number to auto-detect trunks already provisioned for that DDI on Fabric and prefill their IDs. The system validates your trunk configuration before completing the import.

Each provider tile has a built-in setup guide for Twilio, Vonage, TelXL, Gamma, Telnyx, Plivo, and Wavix. The guide explains which values come from the provider and which Cloudax Fabric destination to configure.

Provider-specific fields surface automatically when you pick a tile. Wavix requires a numeric Trunk ID (shown prominently on the form) without which onboarding will fail. TelXL exposes optional Customer ID and Site ID metadata fields; use them only when supplied during onboarding. Vonage requires the complete customer-specific regional domain shown in its SIP Dashboard.

Advanced Trunk Options

The guided import dialogs for named SIP providers expose advanced trunk options. Sensible defaults are prefilled when you select a provider tile, but you can override them on a per-number basis.

Caller ID Name

Each imported phone number can carry an optional default Caller ID Name (CNAM), for example Acme Sales. Set it once on the import dialog or via Edit Number, and Cloudax Connect forwards it on every outbound call we originate from that number, including campaign dials, manual outbound calls, and the /v1/calls/initiate API.

Per-target and per-department overrides on the agent still take precedence. If a transfer target or department-routing entry has its own custom CNAM, that value is forwarded instead of the number-level default.

Regions

When importing a number, you select a region that corresponds to the location of the provider's telephony infrastructure. Not all regions are valid for every provider; the dropdown is filtered to the regions supported by the selected tile.

Assigning Inbound and Outbound Agents

Each imported number has two agent selectors in the Numbers table. The incoming-call icon selects the inbound agent that answers calls received on the number. The outgoing-call icon selects the outbound agent used by default when placing calls from it. Hover either icon to identify its direction.

This lets the same number use, for example, a customer-support script for inbound calls and a sales script for outbound calls. You can assign the same agent in both directions, and one agent can still serve multiple numbers.

Blocking Caller Numbers

Workspace admins can prevent unwanted numbers from reaching any voice agent in the workspace. Open the workspace switcher, choose Manage workspace, then open Blocked numbers. Enter a caller number and select Block number. Numbers are normalised automatically, so common spacing, brackets, hyphens, international prefixes, and national formats are handled consistently.

You can also block a caller while reviewing a voice conversation in the Inbox. Select the block icon in the conversation header and confirm the action. The same shared workspace list is updated whichever method you use.

Troubleshooting SIP Trunks

These carrier trunks do not normally register like a SIP handset. Test inbound routing by calling the number and test outbound routing with an agent or campaign configured to use it.

If a test fails, check the provider's call logs first, followed by the Cloudax call logs. Confirm the destination format, E.164 number, transport, credentials, and any required IP allowlist.

One-way audio usually indicates an RTP firewall, NAT, or media-encryption mismatch. Authentication failures usually indicate incorrect digest credentials or an ACL that does not include every Cloudax Fabric IP range.

Making Test Calls

Before going live, you can verify your number's configuration by making a test call directly from the Numbers page. Click the Call button on any imported number to open the outbound call dialog.

Enter the destination phone number you wish to call (for example, your own mobile), and Cloudax Connect will place the call using the selected number and its assigned agent. This lets you hear exactly what your callers will experience, including the agent's greeting, voice, and conversational flow.

Test calls placed from the Numbers page are real outbound SIP calls; they ring an actual handset, run through your trunk, and count towards your usage. They appear in the call log alongside production calls, with the same Outbound direction and full transcript, recording, and analytics. There is no dedicated “test” badge on the row, so filter by date, agent, or the destination number to find them.