ZIWO SIP Trunk Integration

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Overview

This guide will walk you through the process of integrating CalLab.ai with your ZIWO telephony system. This integration allows you to route calls through CalLab.ai for AI-powered call handling and analysis.

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Prerequisites

Before starting this integration, ensure you have:

• ZIWO Admin Access: You need administrator-level access to your ZIWO account
• CalLab.ai Owner Account: You need owner-level access to your CalLab.ai account
• Basic Understanding: Familiarity with telephony concepts (extensions, dial plans, SIP trunks)
• Network Access: Ensure your ZIWO system can reach sip-pbx-qa.callab.ai on UDP port 5060

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Step 1: Create a Dial Plan in ZIWO

A dial plan is a set of rules that tells ZIWO how to handle incoming and outgoing calls. We’ll create a custom dial plan that routes calls to CalLab.ai.

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1.1 Access the ZIWO Admin Panel

1. Log in to ZIWO using your administrator credentials
2. Navigate to Admin Menu: Look for the admin section in your ZIWO interface (usually in the top navigation or sidebar)
3. Go to Channels: Click on “Channels” in the admin menu
4. Select IVR & Dialplan: Choose “IVR & Dialplan” from the channels submenu

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1.2 Create the New Dial Plan

1. Click “Add New Plan”: Look for a button or link that says “Add New Plan” or similar
2. Name Your Plan: Give your dial plan a descriptive name like “CalLab AI Integration” or “CalLab SIP Trunk”
3. Copy the XML Configuration: Copy and paste the following XML code exactly as shown:

<?xml version="1.0" encoding="UTF-8" standalone="no"?>
<document type="freeswitch/xml">
  <section name="dialplan" description="Dialplan">
    <context name="default">
      <extension name="stream_to_websocket">
        <condition field="destination_number" expression="^(\\d+)$">
            <!--<action application="answer"/> -->
            <action application="ring_ready"/> 
            <action application="set" data="absolute_codec_string=PCMU,PCMA"/>
            <action application="bridge" data="sofia/external/${destination_number}@sip-pbx-qa.callab.ai;transport=udp"/>
         </condition>
      </extension>
    </context>
  </section>
</document>

4. Save the Dial Plan: Click “Save” or “Create” to save your new dial plan

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1.3 Verify the Dial Plan Creation

1. Check the List: Ensure your new dial plan appears in the list of available dial plans
2. Note the Name: Remember the exact name you gave to the dial plan, as you’ll need it in the next step

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Step 2: Create an Extension in ZIWO

An extension is a specific phone number or identifier within your ZIWO system that will use the dial plan we just created.

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2.1 Navigate to Extensions

1. Go to Extensions Menu: In your ZIWO admin panel, find and click on the “Extensions” menu
2. Access Extension Management: Look for options to create or manage extensions

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2.2 Create the Extension

1. Click “Add Extension” or similar button to create a new extension
2. Enter Extension Number: Type in your desired extension number (e.g., 1001, 2000, etc.)
   • Choose a number that doesn’t conflict with existing extensions
   • Make note of this number as you’ll need it later in CalLab.ai
3. Configure Extension Settings:
   • Name: Give it a descriptive name like “CalLab AI Extension”
   • Type: Select the appropriate extension type (usually “Internal” or “SIP”)
4. Select Dial Plan: From the dial plan dropdown, choose the dial plan you created in Step 1
   • Look for the name you gave it (e.g., “CalLab AI Integration”)

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2.3 Save the Extension

1. Review Settings: Double-check all your settings before saving
2. Save Extension: Click “Save” or “Create” to create the extension
3. Test Extension: If possible, test that the extension is working by calling it internally

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Step 3: Configure CalLab.ai

Now that ZIWO is configured, you need to set up the corresponding configuration in CalLab.ai.

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3.1 Log in to CalLab.ai

1. Access CalLab.ai: Go to your CalLab.ai dashboard
2. Log in as Owner: Make sure you’re logged in with an account that has owner-level permissions
3. Verify Access: Ensure you can see administrative settings and phone number management

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3.2 Add ZIWO Phone Number

1. Navigate to Phone Numbers: Look for “Phone Numbers” in your CalLab.ai navigation menu
2. Click “Add Phone”: Find and click the button to add a new phone number
3. Select ZIWO: Choose “ZIWO” from the list of telephony providers
4. Enter Extension: In the extension field, enter the exact extension number you configured in ZIWO (from Step 2.2)
   • This must match exactly what you set in ZIWO
5. Configure Additional Settings: Fill in any other required fields such as:
   • Display name for the phone number
   • Call routing preferences
   • AI assistant settings

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3.3 Save and Activate

1. Save Configuration: Save your ZIWO phone number configuration
2. Activate: Make sure the phone number is set to active/enabled
3. Test Configuration: Verify that the phone number appears in your active phone numbers list

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Step 4: Testing the Integration

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4.1 Initial Test

1. Make a Test Call: Call the extension you created in ZIWO
2. Listen for Ring: You should hear the phone ringing
3. Check Call Routing: The call should be routed to CalLab.ai
4. Verify AI Response: CalLab.ai should answer and engage with the caller

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4.2 Verification Checklist

• Extension rings when called
• Call is successfully routed to CalLab.ai
• CalLab.ai AI assistant responds appropriately
• Call quality is acceptable (clear audio, no delays)
• Call logs appear in both ZIWO and CalLab.ai dashboards

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Troubleshooting

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Common Issues and Solutions

Issue: Extension doesn’t ring

• Solution: Check that the extension number is correct and the dial plan is properly assigned
• Check: Verify the extension is active in ZIWO

Issue: Call doesn’t reach CalLab.ai

• Solution: Verify the dial plan XML is exactly as provided
• Check: Ensure network connectivity to sip-pbx-qa.callab.ai
• Check: Confirm UDP port 5060 is not blocked by firewalls

Issue: Poor call quality or audio issues

• Solution: Check network bandwidth and stability
• Check: Verify codec settings (PCMU, PCMA should be supported)

Issue: CalLab.ai doesn’t recognize the phone number

• Solution: Double-check that the extension number in CalLab.ai exactly matches the one in ZIWO
• Check: Ensure the phone number is active in CalLab.ai

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Getting Help

If you continue to experience issues:

1. Check Logs: Review call logs in both ZIWO and CalLab.ai for error messages
2. Network Diagnostics: Test connectivity to sip-pbx-qa.callab.ai
3. Contact Support: Reach out to CalLab.ai support with:
   • Your ZIWO extension number
   • Error messages from logs
   • Description of the issue and when it occurs

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Next Steps

After successful integration:

1. Configure AI Settings: Customize your AI assistant’s behavior in CalLab.ai
2. Set Up Call Routing: Configure how calls should be handled (forwarding, voicemail, etc.)
3. Monitor Performance: Use CalLab.ai analytics to track call performance and AI effectiveness
4. Scale Up: Apply this configuration to additional extensions as needed