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An Agent configuration defines behavior. Channel routing determines how a real customer reaches that Agent. Treat routing changes as production changes: identify the current path, change one thing, and test both directions afterward.

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Choose a calling route

See Forward calls, Port an existing number, and the SIP guides.

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Assign and verify a number

Confirm the exact Agent before purchasing, assigning, returning, or moving a number. After a change:
  1. place an inbound call from an external phone
  2. place an authorized outbound test
  3. verify caller identity and the destination
  4. inspect the resulting logs and conversation
  5. test transfer and fallback behavior when the workflow uses them
Returning or disconnecting a number stops its current routing.

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Enable SMS deliberately

US application-to-person messaging requires business and use-case registration. Complete the required registration, consent, and opt-out setup before sending production messages. Voice routing working on a number does not mean outbound SMS is approved. See Enabling SMS.

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Choose the correct SIP capability

  • SIP registration gives the Agent credentials and an address of record for a supported PBX or carrier.
  • Inbound SIP access controls which source systems may send calls to Vida.
  • Outbound SIP routing tells Vida where matching outbound destinations should be sent.
Some deployments need more than one of these. Preserve unrelated allowlist entries and routes when making a change.

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Keep a rollback path

Record the previous carrier, number destination, SIP route, and forwarding behavior before a cutover. During launch, change one traffic source at a time and keep the old route recoverable until representative calls succeed.
Configuring channels through the API? See Phone numbers and SIP.