Do you guys put the agent into the business ? Do you completely replace their phone number ? Or do you connect the agent to their initial phone number ? If so ? How ?
@Keynar, Three patterns in practice, depending on whether the business wants to change their number.
Most common: keep their existing number, forward to LK. Business sets call forwarding at their carrier (always or after-hours) to a LiveKit Phone Number or a SIP DID you provision via Telnyx / Twilio / Plivo / Sinch. The forwarded call hits LK’s inbound trunk, dispatch rule matches, SIP participant is created, agent joins [ Workflow & setup | LiveKit Documentation ]. Zero disruption, same-day.
Cleaner long-term: port their number to a SIP-capable provider so it becomes the DID landing directly on the LK inbound trunk. 2-3 week port window, only worth it when forwarding latency or unified billing matter.
For businesses with existing PBXs (3CX, Asterisk, FreePBX, RingCentral), the agent registers as a SIP extension and the PBX’s existing rules route to it. Lets the agent screen and transfer to a human via SIP REFER [ Call forwarding | LiveKit Documentation ] when needed.
In all three, LK sees the same thing: inbound INVITE, dispatch rule match, agent dispatch. The variation is upstream on the carrier side.
Thanks dude ! I didn’t know that !