# Vogent Use [Vogent](https://vogent.ai/) voice AI agents with **DIDWW SIP Trunking** to handle inbound and outbound calling over standard phone lines. Connect your DIDWW SIP trunks with Vogent to route incoming calls to your agent, place outbound calls through DIDWW trunks, and transfer active calls to a live person. - Route incoming calls from DIDWW numbers to a Vogent voice AI agent. - Import DIDWW numbers into Vogent over SIP. - Greet callers with an opening line as soon as the call connects. - Place outbound calls through DIDWW Outbound Trunks. - Transfer active calls to a live person with Vogent warm transfers. - Brief the live person before the caller is connected. --- ## 1. Route Incoming Calls to Vogent Configure an Inbound SIP Trunk in the DIDWW User Panel to send incoming calls from your DIDWW numbers to Vogent. This trunk defines the SIP path that delivers calls to the Vogent SIP endpoint, where Vogent matches each call to the number you import in [3. Connect DIDWW SIP Trunks in Vogent](#vogent-connect). ### Before You Begin - An active DIDWW account is required. [Sign in to DIDWW](https://my.didww.com/users/sign_in) or [Create DIDWW account](https://my.didww.com/users/sign_up#/users/sign_up). - At least one active **DID number** with capacity to receive incoming calls is required. [Buy Numbers](https://my.didww.com/users/sign_up#/coverage). - A [Vogent](https://app.vogent.ai/) account with at least one agent is required. To create one, go to **Agents > New Agent** and follow the [Vogent agent creation guide](https://docs.vogent.ai/quickstart/inbound#creating-a-new-agent). ### Step 1: Create New SIP Trunk 1. In the [DIDWW User Panel](https://my.didww.com/#/trunks), go to **Voice > Inbound Trunks**. 2. Click **Create New > SIP Trunk**. ![Creating a new inbound SIP trunk](../../_images/vogent_inbound1.webp) **Fig. 1.** Inbound Trunks: Create New > SIP Trunk ### Step 2: Configure General SIP Trunk Settings In the **General** tab, configure the Vogent endpoint and keep the default settings where indicated. 1. Enter a descriptive **Name** for the trunk (e.g., `Vogent`). 2. Keep **Static Endpoint** selected. 3. In **User Part of R-URI**, keep the default `{DID}`. Vogent accepts the called number both without the `+` sign (e.g., `15105550100`) and with it (e.g., `+15105550100`), so `+{DID}` also works. 4. In **Host**, enter `sip.vogent.ai`. 5. In **Port**, enter `5060`. 6. In **Transport**, keep **UDP** selected. Keep the remaining **General** settings at their defaults. ![SIP trunk configured for Vogent](../../_images/vogent_inbound2.webp) **Fig. 2.** Inbound SIP trunk General tab configured for Vogent ### Step 3: Save the Inbound SIP Trunk When all required fields in the Create Inbound SIP Trunk are filled, click **Create** to save your inbound SIP trunk. Note For advanced SIP trunk configuration, see [Advanced Inbound SIP Trunk documentation](../../voice/inbound-trunks/sip-trunks/sip-trunk-settings-reference.html#user-panel-sipin-trunk-advanced-configuration). ### Step 4: Assign Inbound SIP Trunk to Your DID Numbers After creating the Inbound SIP Trunk for Vogent, assign it to the DID number(s) that will deliver incoming calls to your Vogent agent. 1. In the DIDWW User Panel, go to **Phone Numbers > My Numbers**. 2. Select the DID number(s) you want to assign to the inbound SIP trunk. 3. At the bottom of the page, click **Batch Actions > Update Trunks**. ![Selecting Update Trunks from the Batch Actions menu](../../_images/vogent_inbound3.webp) **Fig. 3.** Selecting **Update Trunks** from the Batch Actions menu 4. From the dropdown menu, choose the **Vogent SIP trunk** you created earlier. 5. Click **Confirm** to apply the changes. ![Assigning the Vogent SIP trunk to DID numbers](../../_images/vogent_inbound4.webp) **Fig. 4.** Assigning the Vogent SIP trunk to the selected DID(s) --- ## 2. Enable Outbound Calling from Vogent through DIDWW Configure an Outbound SIP Trunk in the DIDWW User Panel to allow Vogent to place outbound calls through DIDWW. This trunk provides the SIP credentials that Vogent requires to import your DIDWW number, and carries outbound calls and warm call transfers. Important The outbound trunk is required even if your agent only answers incoming calls. Vogent imports a number over SIP only with the termination address and credentials of an outbound trunk. ### Before You Begin - Access to **DIDWW Outbound Trunks** is required for making outbound calls. See [Get Access to DIDWW Outbound Termination](../../voice/outbound-trunks/get-access.html#user-panel-voice-out-get-access). ### Step 1: Create New Outbound Voice Trunk 1. In the [DIDWW User Panel](https://my.didww.com/#/trunks), go to **Voice > Outbound Trunks**. 2. Click **Create New**. ![Creating a new outbound SIP trunk](../../_images/vogent_outbound1.webp) **Fig. 5.** Outbound Trunks: Create New ### Step 2: Configure and Create the Outbound SIP Trunk 1. Update the **Friendly name** (e.g., `Vogent`). 2. Keep the default **Credentials & IP-based** authentication method selected. The SIP digest credentials (username and password) will be provided after the trunk is created. 3. In **Allowed SIP IP addresses**, enter the outbound SIP source IP ranges provided by Vogent for your enterprise account. ``` 46.19.209.14 46.19.210.14 46.19.212.14 46.19.213.14 46.19.214.14 46.19.215.14 185.238.173.14 184.195.128.0/21 ``` Important Vogent does not provide static outbound SIP IP ranges outside its enterprise plan. If you do not have static ranges, contact [DIDWW support](mailto:support%40didww.com) to confirm a supported authentication setup before creating the outbound trunk. See [Vogent SIP trunking overview](https://docs.vogent.ai/telephony/sip/overview) and [Authentication and security](../../voice/outbound-trunks/authentication-security.html). 4. Click **Create** to save the outbound SIP trunk. ![Outbound SIP trunk form configured for Vogent with the Create button highlighted](../../_images/vogent_outbound2.webp) **Fig. 6.** Configuring and creating the Vogent outbound SIP trunk Warning For temporary testing, you can allow traffic from any IP address by adding `0.0.0.0/0`. This removes IP restrictions, although SIP Digest Authentication still requires valid credentials. Use this configuration at your own risk. DIDWW does not recommend removing IP restrictions. Restrict access to known Vogent IP addresses whenever possible. Note For advanced outbound SIP trunk configuration, see [Outbound SIP Trunk Guide](../../voice/outbound-trunks/how-to-guides/index.html#outbound-trunk-create). ### Step 3: View and Copy Outbound Trunk Credentials When the outbound trunk is created, you can view and copy its credentials by selecting the key icon in the credentials column on the Outbound Trunks page. 1. Go to **Voice > Outbound Trunks**. 2. Locate your outbound trunk and click the **key icon** in the **Credentials** column. 3. The trunk credentials will appear, showing the **Username** and **Password** (click the **eye icon** to reveal the password). 4. View and copy these credentials for [Step 4: Add Outbound Credentials to the Inbound Trunk](#vogent-inbound-authorization) and [3. Connect DIDWW SIP Trunks in Vogent](#vogent-connect). ![Accessing outbound trunk credentials](../../_images/vogent_outbound3.webp) **Fig. 7.** Opening the outbound trunk credentials view ### Step 4: Add Outbound Credentials to the Inbound Trunk Configure the Vogent inbound trunk with the outbound trunk credentials copied in [Step 3](#vogent-outbound-credentials). 1. Go to **Voice > Inbound Trunks** and locate the Vogent inbound trunk. 2. Click **Actions**, then select **Edit**. 3. Open the **Authorization** tab. 4. Turn on **Enable Authorization**. 5. In **Auth User**, paste the outbound trunk **Username**. 6. In **Auth Password**, paste the outbound trunk **Password**. 7. Click **Submit**. ![Outbound trunk credentials entered on the inbound SIP trunk Authorization tab](../../_images/vogent_outbound4.webp) **Fig. 8.** Adding outbound credentials to the Vogent inbound trunk --- ## 3. Connect DIDWW SIP Trunks in Vogent Connect your DIDWW number in Vogent so your agent can answer incoming calls, place outbound calls through DIDWW, and transfer calls to a live person. This setup imports the number over SIP, links it to your agent, makes the agent greet callers, and adds a warm transfer to a live person. ### Before You Begin - A [Vogent](https://app.vogent.ai/) account with an agent is required. To create one, go to **Agents > New Agent** and follow the [Vogent agent creation guide](https://docs.vogent.ai/quickstart/inbound#creating-a-new-agent). - The outbound trunk **Username** and **Password** from [Step 3: View and Copy Outbound Trunk Credentials](#vogent-outbound-credentials) are required. - To use the API examples, a **Vogent API key** is required. In Vogent, go to **API > Keys**, click **New Key**, and copy the secret key. See [Vogent API settings](https://docs.vogent.ai/platform-overview/api-settings). ### Step 1: Import Your DIDWW Number into Vogent 1. Sign in to [Vogent](https://app.vogent.ai/). 2. Expand **Settings** in the left sidebar and select **Call Settings**. 3. In the **Numbers** tab, click **Add Phone Number**. 4. In the **Add Phone Number** pop-up, select the **Import via SIP** tab. 5. In **Phone Number**, choose the country code and enter the national part of your DIDWW number. For example, select **US (+1)** and enter `5105550100` for `+15105550100`. Do not enter the country code twice. 6. In **Termination URI**, enter a DIDWW outbound signaling endpoint, for example `nyc.us.out.didww.com`. Enter it as a hostname only, without a `sip:` prefix or port. 7. In **Username** and **Password**, enter the outbound trunk credentials from [Step 3: View and Copy Outbound Trunk Credentials](#vogent-outbound-credentials). 8. Click **Import**. ![Add Phone Number pop-up in Vogent with the Import via SIP tab selected](../../_images/vogent_import1.webp) **Fig. 9.** Importing a DIDWW number in Vogent (example values; password masked) In **Termination URI**, you can enter any DIDWW [outbound signaling endpoint](../../voice/outbound-trunks/outbound-sip-information.html#voice-out-signaling-endpoints). Choose the one closest to where your calls are placed. Import the number with the Vogent API To import the number with the Vogent API instead, send the following request. Replace the number and credentials with your values. ``` curl -X POST https://api.vogent.ai/api/phone_numbers \ -H "Authorization: Bearer " \ -H "Content-Type: application/json" \ -d '{ "type": "sip_import", "sipImport": { "phoneNumber": "+15105550100", "terminationUri": "nyc.us.out.didww.com", "username": "", "password": "" } }' ``` The response contains the imported number's `id`. Use it when linking the number or placing an outbound call with the API. ### Step 2: Link the Number to Your Agent Link the imported number to the agent that answers its incoming calls. 1. In Vogent, go to **Agents** and open your agent. 2. Open the **Numbers** tab. 3. Click **Link Number** and select your DIDWW number. ![DIDWW number linked to a Vogent agent](../../_images/vogent_link_number2.webp) **Fig. 10.** DIDWW number linked to the agent (number obscured) Link the number with the Vogent API To link the number with the Vogent API, send the following request. Replace `` with the `id` from [Step 1](#vogent-import-number) and `` with the ID shown under your agent's name. ``` curl -X PUT https://api.vogent.ai/api/phone_numbers/ \ -H "Authorization: Bearer " \ -H "Content-Type: application/json" \ -d '{ "agentId": "" }' ``` ### Step 3: Set the Agent's Opening Line (optional) Important **Opening Line** applies to **Standard** agents. For **Flow** agents, set the greeting in the flow itself. Set an opening line if you want your agent to greet callers as soon as the call connects. If you leave it disabled, the agent waits for the caller to speak first. 1. In your agent, open the **Config** tab. 2. In **Opening Line**, select **Inbound calls Only** and enter the greeting (e.g., `Hello, thank you for calling. How can I help you?`). 3. Click **Save**. Note After setup, calls to your DIDWW number reach the linked Vogent agent, which follows its model settings and configured prompt or flow. ![Opening Line set to Inbound calls Only on the agent Config tab, with Save visible](../../_images/vogent_opening_line2.webp) **Fig. 11.** Opening Line on the agent Config tab ### Step 4: Add Call Transfers to Your Live Agent Call transfers in Vogent are configured as a **Call Transfer** function that your agent runs during an active call, for example when the caller asks to speak with a live person. **Call transfer at a glance** ``` %%{init: { "theme": "base", "themeVariables": { "fontSize": "14px", "primaryColor": "#e0f2fe", "primaryBorderColor": "#38bdf8", "primaryTextColor": "#1f2d3d", "secondaryColor": "#ccfbf1", "secondaryBorderColor": "#2dd4bf", "secondaryTextColor": "#1f2d3d", "lineColor": "#0066cc", "textColor": "#1f2d3d", "nodeTextColor": "#1f2d3d", "edgeLabelBackground": "#ffffff" } }}%% flowchart LR caller["Caller"] -->|"1. Dials your DID number"| didwwIn["DIDWW
Inbound trunk"] didwwIn -->|"2. Inbound SIP trunk"| vogent["Vogent
AI agent"] vogent -.->|"3. New outbound call
Warm transfer"| didwwOut["DIDWW
Outbound trunk"] didwwOut -->|"4. Call to recipient"| recipient["Person / team
Transfer recipient"] classDef endpoint fill:#e0f2fe,stroke:#0066cc,color:#1f2d3d,stroke-width:1.5px classDef process fill:#ccfbf1,stroke:#2dd4bf,color:#1f2d3d,stroke-width:1.5px class caller,recipient endpoint class didwwIn,didwwOut,vogent process linkStyle default stroke:#0066cc,stroke-width:1.5px ``` Note A warm transfer creates an additional outbound call through DIDWW. Both call legs remain connected for the transferred conversation. Review the applicable DIDWW and Vogent charges before using transfers. **1. Create the Call Transfer function** 1. In Vogent, go to **Functions** and click **New Function**. 2. In **Display Name**, enter a label (e.g., `Transfer to live agent`). 3. In **Name**, enter the name the agent calls the function by (e.g., `transfer_call`). 4. In **Description**, describe when the agent should transfer (e.g., `Transfer the caller to a human colleague when they ask to speak to a real person, a human, a live agent or an operator.`). 5. In **Function Type**, select **Call Transfer**. 6. In the **Config** tab, set **Transfer Type** to **Warm Transfer**. 7. In **Warm Transfer Type**, select **Prompted**, and in **Prompt**, enter what the agent tells the person who answers (e.g., `You are briefing a human colleague who has just answered the phone. In one short sentence, say that a caller needs help and summarise what they asked for, then say you are connecting them now.`). 8. In **Allowed Numbers**, leave **Allow transfer to any number** off. Choose the destination country code, enter the national number, and click **Add**. For example, select **US (+1)** and enter `5105550199` for `+15105550199`. Do not use a DIDWW number that is linked to your Vogent agent, or the transferred call returns to your agent. 9. Optionally in the **Lifecycle Messages** tab, in **Started Messages**, add what the agent says to the caller when the transfer starts (e.g., `Sure, let me connect you to a colleague, one moment please.`). 10. Click **Save**. ![Call Transfer function configured for warm transfer](../../_images/vogent_function_config2.webp) **Fig. 12.** Call Transfer function with Warm Transfer Note Set **Transfer Type** explicitly to **Warm Transfer** in the Vogent dashboard. If you switch a function from **Warm Transfer** to **Cold Transfer** and back, the **Prompt** is cleared. Enter it again before you save. **2. Add the function to your agent** 1. In your agent, open the **Config** tab. 2. In **Functions**, select the Call Transfer function (e.g., `Transfer to live agent`). 3. Click **Save**. ![Call Transfer function selected on the agent Config tab](../../_images/vogent_agent_functions2.webp) **Fig. 13.** Adding the Call Transfer function to your agent (Config tab) **3. Tell the agent when to transfer** Note These steps apply to **Standard** agents with an editable prompt. For **Flow** agents, configure the transfer using a function call node in the flow. `+15105550199` is a fictional number used only as an example for demonstration purposes. Replace it with your actual transfer destination number. 1. In your agent, open the **Model** tab. 2. In **Prompt**, add an instruction that names the function and the destination. For example: ``` If the caller asks to speak to a real person, a human, a live agent or an operator, or you cannot help with what they need, tell them you will connect them to a colleague and call the transfer_call function with destination +15105550199. ``` 3. Click **Update**. ![Transfer instruction in the agent prompt](../../_images/vogent_agent_prompt2.webp) **Fig. 14.** Transfer instruction in the agent prompt (destination obscured) ### Step 5: Test the Configuration Verify that inbound calling, outbound calling, and call transfers are working as expected. **Inbound calls** 1. Call the DIDWW number assigned to the inbound trunk. 2. Check that the agent answers with its opening line and that both parties can hear each other. 3. In Vogent, open **Dial History** and check that the call appears as **Incoming**. **Outbound calls** 1. Open your agent and click **Make Call**. 2. In the call panel, select **Phone Call**. 3. In **From Number**, select your imported DIDWW number. 4. In **To Number**, choose the destination country code and enter the national number. For example, select **US (+1)** and enter `9085550100` for `+19085550100`. 5. Click **Dial** and answer the call on the destination phone. 6. Check the caller ID and that both parties can hear each other. Place an outbound call with the Vogent API To start the call with the Vogent API instead, replace the agent ID, the imported phone number ID, and the destination in the following request. ``` curl -X POST https://api.vogent.ai/api/dials \ -H "Authorization: Bearer " \ -H "Content-Type: application/json" \ -d '{ "callAgentId": "", "fromNumberId": "", "toNumber": "" }' ``` **Call transfers** 1. Call the DIDWW number assigned to the inbound trunk and wait for the agent to answer. 2. Ask the agent to transfer you to a live person. 3. Answer the call at the transfer destination and listen to the briefing. 4. Check that both parties can hear each other after the agent connects the call. 5. In Vogent, open **Dial History**, select the call, and check its **Transferred** status and the `transfer_call` function in the **Transcript** tab. The status alone does not confirm that the recipient answered. ![Transferred call in Vogent Dial History](../../_images/vogent_dial_history2.webp) **Fig. 15.** Transfer status and function call in Dial History (numbers obscured) Note - Vogent shows each call's transcript, function calls, and completion reason in **Dial History**. - You can review call activity and verify call status or error codes in the DIDWW **Inbound** and **Outbound Call Logs**. A warm transfer appears in the **Outbound Call Logs** as a call through your Vogent outbound trunk. See [Inbound Call Logs](../../logs-analytics/call-logs/inbound-logs.html#inbound-cdr-logs) and [Outbound Call Logs](../../logs-analytics/call-logs/outbound-logs.html#outbound-cdr-logs) for more details. --- ## Troubleshooting The call connects, but nobody speaks The agent is waiting for the caller to speak first. In your agent, open the **Config** tab and set **Opening Line** to **Inbound calls Only** with a greeting. See [Step 3](#vogent-opening-line). The call is not answered by the agent Check that: - The DIDWW number is linked to your agent on the agent's **Numbers** tab. - **User Part of R-URI** on the DIDWW inbound trunk is `{DID}` or `+{DID}`. Both formats work with Vogent. - The number in Vogent is imported in E.164 format with the `+` sign. - The DIDWW inbound trunk is assigned to the DID number. The number import fails in Vogent Vogent imports a number only with the credentials of a DIDWW outbound trunk. Check that: - **Termination URI** is a DIDWW outbound signaling endpoint entered as a hostname only, without a `sip:` prefix or port. - **Username** and **Password** match the DIDWW outbound trunk credentials. Dial History shows **Transferred**, but the transfer destination does not ring Check the following: - **Transfer Type** on the Call Transfer function is **Warm Transfer**. - **Allowed SIP IP addresses** on the DIDWW outbound trunk match the approved Vogent source IP ranges, or DIDWW support has confirmed another supported authentication setup. - The transfer destination is listed in **Allowed Numbers** on the function. A transfer that DIDWW does not receive does not appear in the DIDWW **Outbound Call Logs**. **401 Unauthorized**, **403 Forbidden**, or **407 Proxy Authentication Required** on an outbound call or transfer If the call is rejected, check the authentication settings on both sides: - **Username** and **Password** on the imported number in Vogent must match the DIDWW outbound trunk credentials. - **Authorization** on the DIDWW inbound trunk must be enabled, with **Auth User** and **Auth Password** matching the same outbound trunk credentials. See [Step 4](#vogent-inbound-authorization). - **Allowed SIP IP addresses** on the DIDWW outbound trunk must accept the Vogent servers placing the call. **484 Address Incomplete** on an outbound call Dial the full international number in E.164 format, for example `+19085550100`. Remove local or international dialing prefixes such as `0`, `00`, or `011`. The outbound call or transfer is rejected after authentication Check the following on your DIDWW account and outbound trunk: - The caller ID is permitted by **CLI Settings**. - Calls to the destination are allowed. - The trunk has not reached its **24 hour limit (USD)** or **Capacity limit**. - Your account balance is sufficient. Vogent shows the caller's number with a **+1** prefix If DIDWW sends the caller's number without the `+` sign, Vogent may interpret it as a US number. For example, a call from `+442079460000` may appear in Vogent with an extra `+1` prefix. Calls connect normally; only the caller's number in Vogent is affected. The Vogent API returns **unauthorized** The request uses the ID of the API key instead of the secret key. In Vogent, go to **API > Keys**, create a new key, and copy the secret key shown when the key is created. For Vogent diagnostics, see [Vogent Dial History](https://docs.vogent.ai/platform-overview/agents/evaluation/dial-history). ## Additional Resources - [Vogent SIP trunking overview](https://docs.vogent.ai/telephony/sip/overview) - [Vogent create phone number API](https://docs.vogent.ai/api-reference/create-number) - [Vogent update phone number API](https://docs.vogent.ai/api-reference/update-phone-number) - [Vogent linked numbers](https://docs.vogent.ai/platform-overview/agents/config/linked-numbers) - [Vogent function calling](https://docs.vogent.ai/platform-overview/tools/function-calling) - [Vogent create dial API](https://docs.vogent.ai/api-reference/create-a-new-dial) - [Vogent API settings](https://docs.vogent.ai/platform-overview/api-settings)