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By default, the agent answers a number bought through WireDesk, and you keep your published line by forwarding it there from your carrier. See phone. A direct trunk skips that number. You connect a line you already own, WireDesk gives you a SIP destination for it, and your carrier or PBX sends that line’s calls straight there. Nothing is bought. It suits high-volume contact centres that already run their own SIP trunk or PBX and want to route calls themselves.

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Getting it switched on

Direct trunk is off by default and is enabled per workspace by WireDesk. Talk to sales to have it switched on for your workspace. Once it’s on, the Phone card on every agent in the workspace gains a Connect a line on your own trunk form. If the option is later switched off, lines already connected keep working.

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Connect a line

1

Open the Phone card

Go to Agents → your agent → Channels. The Connect a line on your own trunk form is on the Phone card, below Get a number if the agent has no number yet, or below the agent’s existing numbers.
2

Enter the number

Type the line’s number in E.164 format, for example +16075551234, and click Connect.
3

Copy the SIP destination

When you see “Number connected — its SIP destination is on the card.”, the line is listed on the Phone card under Your carrier forwards this line to, with its SIP URI. Click Copy SIP to copy it.
4

Route the line at your carrier or PBX

Configure your trunk or PBX to send calls for that line to the SIP URI. The URI specifies TLS transport (transport=tls).
5

Call the line

Call the published number and check the agent answers.
Owners and admins can connect lines. An agent can have several connected lines; each line can belong to only one agent.

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Errors when connecting

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How calls are matched

WireDesk identifies the line from the number in the call’s SIP To header, and answers with the agent that line is connected to. A call whose To number isn’t a line connected in WireDesk is not answered. If your PBX forwards a published number onto this line, pass the original number in a Diversion or History-Info header. The agent reads those headers and won’t transfer a caller to the published line that forwarded the call, which would loop the call back to it.

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Transfers

Live transfers work as on any number: the agent transfers the caller to the transfer number set under Channels → Phone. The same rule applies. The transfer number must be a different line, such as a mobile, not the connected line or a number that forwards to it, or the call comes back to the agent. See hand calls to you.

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Everything else is the same

A call on a connected line behaves like any other call: the same greeting, AI & recording notice, voice, knowledge and actions, and the same transcript and summary in Conversations. The agent’s time on the call is metered as voice minutes, as on any call. See plans and limits. Turning the Phone card’s switch off stops the agent answering connected lines too.

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Remove a line

Click Remove number under the line on the Phone card. WireDesk stops answering it immediately. The number stays with your carrier; point the line somewhere else there. If a warning appears under a connected line saying it isn’t registered and calls go unanswered, contact WireDesk support.