Platform Operations
Provider-side voice operations including SIP trunks, caller ID, fraud controls, rate decks, routing, and emergency addresses.
Platform operations cover the telecom infrastructure and controls that the provider manages across all tenants. These settings determine how calls are routed, priced, protected, and compliant across the entire platform.
Overview of Provider Voice Controls
| Control | Provider Role | Client Role |
|---|---|---|
| Extensions, Queues, IVR, Ring Groups | Read-only drill-in per client | Full create/edit/delete |
| SIP Trunks | View all trunks across clients | Create and manage own trunks |
| Caller ID Verification | Verify or reject client requests | Submit caller ID requests |
| Emergency Addresses | Validate addresses | Create and assign addresses |
| Routing Rules | Read-only inspection across all tenants | Configure routing on own numbers |
| Fraud Limits | Set platform-wide and per-tenant limits | View and manage own limits |
| Blocked Destinations | Manage global and per-tenant blocks | Manage own blocks (cannot remove global) |
| Rate Decks | Full create/edit/delete management | View effective sell rates (read-only) |
PBX Visibility
The provider portal shows PBX counts per client with read-only drill-in access:
- Extensions — View how many extensions each client has, and inspect individual extension details
- Queues — See call queue configurations and agent membership
- IVR Menus — Review interactive voice response menu structures
- Ring Groups — Check ring group membership and ring strategies
This information helps with support and troubleshooting without interfering with the client's own configuration.
SIP Trunks
SIP trunks are the telecom connections used to route calls between the platform and external carriers or PBX systems. The provider can view trunk records across all clients.
SIP trunks are currently configuration-only records. Credentials are generated and stored, but there is no live SIP data plane yet. Trunks cannot carry live SIP traffic until that infrastructure is deployed.
Caller ID Verification
Caller ID verification prevents unauthorized use of phone numbers for outbound calling. The workflow:
Client submits a caller ID request
From the client portal, a user requests a caller ID number. The request starts with Pending status.
Provider reviews the request
On the Voice > Caller ID page, the provider sees all pending and processed requests across clients.
Provider verifies or rejects
After confirming ownership or authorization, the provider marks the caller ID as Verified or Rejected. Only verified caller IDs can be used for outbound calls.
Outbound browser calls are restricted to numbers the tenant owns or caller IDs the provider has verified. Unverified caller IDs cannot be used.
Emergency Addresses
Many countries require a validated physical address connected to phone numbers for emergency calling (E911/E112). The provider's role:
- View emergency address records created by clients
- Validate addresses manually after confirming they meet regulatory requirements
- Editing an address resets its validation status
Automated carrier-side address validation is pending real carrier integration. For now, validation is a manual provider action.
Routing Rules
The Voice > Routing page provides a read-only inspection view of how numbers are routed across all tenants. This shows:
- The phone number
- The routing destination (extension, queue, IVR, ring group, SIP URI, or webhook)
- The carrier information
- The owning tenant
Actual routing is configured by clients on their numbers. This view lets the provider troubleshoot routing issues without modifying anything.
Fraud Limits
Fraud limits protect the provider and clients from telecom fraud. These limits are actively enforced in the call path.
| Limit Type | Description |
|---|---|
| Daily Spend Cap | Maximum spend per day per tenant |
| Monthly Spend Cap | Maximum spend per month per tenant |
| Call Duration | Maximum allowed call duration |
| Destination Prefix Rules | Rules for specific country codes or prefixes |
When a call violates a fraud limit, it is blocked in real time and an audit event is recorded.
Navigate to Fraud Limits
Go to Voice > Fraud Limits in the provider portal.
Set platform-wide defaults
Configure default fraud policies that apply to all tenants unless overridden.
Set per-tenant overrides
For specific clients that need different limits, create tenant-level fraud policies that take priority over the global defaults.
Blocked Destinations
Blocked destinations prevent calls to specific phone number prefixes or country codes. There are two levels:
- Global blocks — Apply platform-wide; clients cannot remove them
- Per-tenant blocks — Apply to a specific client only
Enforcement is live: a call to a blocked destination is rejected and an audit event is recorded.
Rate Decks
Rate decks determine how calls are priced. The provider has full management:
| Action | Description |
|---|---|
| Create | Set up a new rate deck with per-destination rates |
| Edit | Update rates for specific destinations |
| Delete | Remove a rate deck (ensure no tenants depend on it first) |
| Assign | Tenant-specific rate decks override the global deck |
Destinations with no matching rate are blocked and flagged rather than billed at an estimated price. Make sure your rate deck covers all expected destinations before clients start making calls.
How Rating Works
- A call completes and generates a CDR (call detail record)
- The rating engine looks up the destination in the tenant's rate deck first, then falls back to the global deck
- Unanswered calls are not billed
- If no rate matches the destination, the call is flagged for review
Provider Settings
The provider settings page at Settings includes:
| Section | Status |
|---|---|
| API Keys | Working — create, rotate, and revoke scoped keys |
| Webhooks | Working — create, test, and delete endpoints with signed deliveries |
| IP Allowlist | Working — add/remove trusted IP or CIDR ranges; enforcement is live |
| Email/SMTP | Environment-driven — configured through server environment variables |
| General, Branding, Security, Notifications | Display-only placeholders |