How Call Routing Works
Every call that enters or leaves DialNexa travels through a telephony provider:- Inbound calls: The caller dials a phone number. The number is registered with a carrier (Plivo or your SIP trunk). The carrier forwards the call to DialNexa via SIP. DialNexa routes the call to the configured agent version.
- Outbound calls: DialNexa receives a call initiation request (API, batch, or workflow). It sends a SIP INVITE to the configured carrier. The carrier connects the call to the destination number on the PSTN.
- Web calls: No telephony carrier is involved. The call runs over WebRTC directly between the user’s browser and DialNexa.
Workspace Telephony Config
Telephony Config is the workspace-level control for provider routing and destination availability. Open Workspace Settings > Telephony Config to select a provider, review countries, inspect network groups, and enable or disable each route.| Setting | What users should expect |
|---|---|
| Provider selector | Loads the provider’s countries and network groups. |
| Country search | Filters the country list before you open a country. |
| Network group search | Filters network group names and prefixes inside a country. |
| Status toggle | Enables or disables that network group for the workspace. |
| Inbound and outbound price | Shows INR rates when the workspace billing plan includes telephony rates. |
| SIP/BYOC configuration | Shows a flat rate and one status toggle instead of country network groups. |
Providers
Plivo
Default provider for US, UK, Canada, Australia, India, and most regions. Numbers purchased through the DialNexa dashboard are provisioned on Plivo automatically. No manual configuration needed for standard use cases. See Plivo.
Twilio
Twilio integration exists in the platform but is not currently available in the DialNexa dashboard. If you have an existing Twilio account, use the BYO SIP option to bring your numbers instead. See Bring Your Own SIP.
BYO SIP
Bring your own SIP trunk. Use when you have an existing carrier relationship, need geographic coverage not available through DialNexa’s default providers, or want to control per-minute costs directly. See Bring Your Own SIP.
When to Use Each Provider
| Scenario | Recommended Provider |
|---|---|
| Standard US/UK/Australia/India calling | Plivo (default, no setup required) |
| Existing carrier relationship or contract | BYO SIP |
| Cost optimization with a preferred carrier | BYO SIP |
| Geographic coverage not available through Plivo | BYO SIP |
| Regulatory requirement to use a specific carrier | BYO SIP |
What BYO SIP Means
BYO SIP (Bring Your Own SIP) means you connect an existing SIP trunk from any carrier to DialNexa. DialNexa uses your carrier’s infrastructure for PSTN connectivity instead of Plivo. You configure the connection by providing:- The phone number
- The SIP termination URI from your carrier
- Optional authentication credentials
- A nickname for identification
Telephony Costs
DialNexa charges per-minute Voice AI processing for LLM, transcription, and TTS. Telephony rates can also appear when your workspace uses billing plans that include provider or network-group pricing.| Provider | How Billed |
|---|---|
| Plivo and similar providers | The dashboard can show inbound and outbound INR rates per enabled network group. Destination prefix matching decides the network group. |
| BYO SIP | DialNexa can show a flat SIP/BYOC rate for the workspace. Your SIP carrier may also bill you directly, depending on your carrier contract. |
For non-SIP telephony, the called number decides the destination network group. The country of the source number does not decide the outbound destination rate.
Provider Selection Per Number
The telephony provider is determined when a number is added to DialNexa:- Numbers purchased through the Phone Numbers tab use Plivo (the default provider for all regions including India).
- Numbers configured as BYO SIP use your carrier.