General Information
What is the difference between PSTN/SIP Call in Voice Service and PSTN/SIP Call in Video Service?
EnableX platform provides “voice service” and “video services” as separate services. These services can interoperate or coexist in the same user application but the purpose of these services differ in the use case scenario. Following are the key differences between these two services:
Video Service
- Video service creates WebRTC based “EnableX Room”.
- The PSTN/SIP call can connect to EnableX room via EnableX WebRTC-SIP gateway.
- Incoming call over PSTN can be directed into the EnableX room via a PIN-based IVR. Every room has a unique pin allocated for it.
- The incoming call number can be provisioned from a shared number or a dedicated number.
- Outbound number can be a shared number or a dedicated number.
Video Service is always associated with a EnableX Room, and is enabled as SIP room to allow legacy calls to join the room.
See server REST API to Create Room
- Voice only service use cases are usually based on PSTN/SIP calls used for the voice messaging, IVRs, number masking
- Voice only service calls are not connected to EnableX Room
- Voice only service is associated with a dedicated number, it is not possible to use a shared number. So to use incoming calls on a Voice only server number must use a dedicated number purchased by the user
- Outbound number can be shared number
Voice Service
- Voice only service use cases are usually based on PSTN/SIP calls used for the voice messaging, IVRs, number masking
- Voice only service calls are not connected to EnableX Room
- Voice only service is associated with a dedicated number, it is not possible to use a shared number. So to use incoming calls on a Voice only server number must use a dedicated number purchased by the user
- Outbound number can be shared number
What is the difference between a Shared and Dedicated Number?
EnableX keeps the pool of numbers for various counties and can be readily used by the partner. In case, if the user needs a dedicated number, the user can order the number manually via the form. The types of number are:
- Dedicated number: Dedicated numbers are purchased numbers by the user. These numbers can have DID (Direct Inward Dialling) enabled for the application, i.e. applications can accept the call with a customized greeting or with no greeting or PIN.
- Shared number: These numbers are shared among EnableX users. It is purchased by EnableX and put it on a public pool to be used by multiple consumers as pay per use model on the same platform.
Enablex numbers also have directional attributes:
- Incoming Only: Calls are inbound towards the EnableX platform from the remote users. In this selection, API to make outgoing calls will fail.
- Outgoing Only: Calls are outbound from the EnableX platform to the remote users. In this selection, API to make incoming calls will fail.
How do I respond to Incoming Calls in your Web Application?
EnableX provides a way to configure the webhook that is called when the incoming call lands on the system. When the incoming call lands, the system automatically accepts the call.
If the greetings are configured, EnableX accepts the call and plays the greetings, and then invokes the webhook. If the greetings are not configured, the system calls the webhook assigned for the incoming call.
Are Webhooks secure?
Webhooks are the public URLs that are exposed by the developer on the application server. The voice server calls these URLs on the event completion.
Since Webhook URLs are accessible from the public network, it is important that these services are encrypted and secured. In order to secure the data, EnableX adopts different ways to secure the Webhook both for inbound or outbound calls.
- While sending the Webhook event, the server always encrypts the payload using the AppID and also sends other headers to support encoding/format types in the webhook event.
- The server sends x-algorithm, x-encoding and x-format headers in all webhook requests, so that the client decrypts the message with the same values as the server has encrypted the message.
- The client decrypts the payload using the AppID, and the mentioned headers. This way, only the client can access the webhook message.
Check out the Handle Webhook section for more details.
I want to receive a DTMF notification. How do I do this?
EnableX provides webhooks for conveying any event that is observed in the system.
DTMFs are handed over to the application as Events. For example, for the incoming call, DTMFs are handed over to the program through the configured WebHook while assigning the incoming call.
Can I make a PSTN call without creating a Room?
Yes. EnableX provides a way to make and receive calls without the EnableX room, these services are called Voice services.
I have text to be played on a voice call, can I use EnableX TTS?
Yes. EnableX API to play prompt accepts the text as a parameter. Internally EnableX converts the Text to speech in desired accent and gender for the text to speech to be played on the call.
Can I make bulk dial-out calls and play messages?
Yes! You can use EnableX platform to make Voice Message Broadcast. EnableX provides API to make bulk outbound calls. You can also create a scenarios either for all the calls or on individual call in a bulk calls. EnableX provides full flexibility to create a complete scenario up to per call basis.
Can I make a PSTN to PSTN call and still record it?
EnableX supports recording of only bridged calls. All initial steps which occur in the voice applications before the calls are bridged are not recorded.
What kind of pre-recorded audio files I can use with Voice API?
Users can upload .wav files to be used as pre-recorded audio.
How many concurrent calls can we have on a dedicated number and shared number?
There is no such limit on the number of concurrent calls, it depends on the need of the customer.
What is the server required for SIP setting in internet calling?
The SIP setting depends on the origin and termination of the call you wish to place. Please note, there are country wise rules and regulations, and PSTN/IP in India is not authorized.
How to Guide
How to Record Incoming/Outbound Phone Calls?
EnableX provides API to start and stop recording during the call. The recorded files are stored on the server and can be configured to download automatically to your FTP server.
How to make an Outbound Call during the free trial period?
EnableX provides APIs to make out bound call during the free trial period. The max duration of the call will be 30 seconds for a list of 10 countries and will also have a prompt played by EnableX. The CLI for this call be the selected Shared number.
How can I connect to SIPConnect of my company’s IP PBX?
- EnableX provides a way to connect to the 3rd party SIP server. To do so, navigate to Dashboard > Projects > Project Dashboard > Voice > SIP Settings.
- Add your SIP servers details and credentials.
- You may also need to white list the IP addressees of the EnableX SIP server to establish a SIP connection.
How do I block Premium Phone Numbers?
Within EnableX voice dashboard, there is a list of blacklisted numbers. You may add or remove numbers from this list as an administrator. Calls using your APP_ID and APP_KEY will be permitted or disabled according to this list.
How do I disable Outbound Calls to specific Countries?
Within EnableX voice dashboard, there is a list of blacklisted countries. You may add or remove countries from this list as an administrator. Calls using your APP_ID and APP_KEY will be permitted or disabled according to this country list.
Incoming Calls
How can I set up my IVR for Incoming Calls?
EnableX provides flexibility to handle incoming calls. A webhook is triggered when the DTMF digit is received. EnableX also provides API to play the prompt. For example, the developer can wait for a digit to be pressed, and if “5” is pressed, it will play the prompt and go to the next level.
Refer to the API Reference to build the complete IVR system based on these two interfaces.
Can I have a Custom Greeting for Incoming calls?
EnableX allows the user to play a custom greeting for an incoming call. To do so, you need to upload the custom prompt from the Main Menu > Voice > Prompts and configure the prompt for the incoming call.
Users can upload the customized prompts as a “.wav” file to assign and play. Each uploaded file is referred by a unique name that can be used as a handle during the “Play Prompt command”.
Steps to use configured prompt for the incoming call:
- Navigate to the Project > Configure Voice > Incoming Call
- Assign the desired prompt
- The system allows to upload a prompt media file and returns a unique identification to play the prompt via an API
Check out the How To section for the quick tutorial.
Outbound Calls
Can we mask the number?
Yes, technically it is possible to mask the number, but it depends on the service provider and the country’s regulations where you wish to use the services.
Can I use standard SIP URL for making Outbound Call?
Yes. EnableX API to make out bound call does accept the SIP URL.
Can I make Outbound Calls without buying a Dedicated Number?
EnableX allows outgoing calls without buying dedicated numbers. In such cases, Enablex will use the CLI from its shared number pool. This pool is shared among different EnableX users.
Billing
Why there is a surcharge for calling phones in EEA region?
Calling to Landline or Mobile phones in the EEA region attracts an additional surcharge over applicable call rates unless the calls are made using a local Virtual Number for that country as the CLI. In order to avoid this surcharge, it is recommended to purchase a dedicated Virtual Number from each specific EEA country that you will be making outbound voice calls to.
Please connect with your Account Manager or Customer Support for more details on the surcharge.
List of countries where Non-EEA surcharge is applied listed below:
| Sl. | ISO Code | Country Name |
|---|---|---|
| 1 | AT | Austria |
| 2 | BE | Belgium |
| 3 | BG | Bulgaria |
| 4 | HR | Croatia |
| 5 | CY | Cyprus |
| 6 | CZ | Czech Republic |
| 7 | EE | Estonia |
| 8 | FI | Finland |
| 9 | FR | France |
| 10 | DE | Germany |
| 11 | GR | Greece |
| 12 | IT | Italy |
| 13 | LV | Latvia |
| 14 | LT | Lithuania |
| 15 | NL | Netherlands |
| 16 | PL | Poland |
| 17 | PT | Portugal |
| 18 | SI | Slovenia |
| 19 | ES | Spain |
Can I set a billing rate for my customers using voice services and see a report based on the calls/ hour that they have taken?
Yes, reporting is available, and you can set billing rates for a particular number.
What are the billing methods for voice services?
The elements of cost for Voice services are dependent on the country where the voice calls are needed to terminate. The cost elements below may apply depending upon each unique country.
- Set Up Cost: This is the cost for setting up a Voice Number, whether I/C or O/G, depending upon whether the number is a Mobile Number, landline or toll-free number.
- Monthly Rental: This is the monthly rental for the requisite number that is used for making/receiving calls
- Usage Cost: This is the usage cost of making calls, which is dependent upon the country, type of number called etc.
All these costs are deducted from your ENABLEX Wallet, which must be topped up sufficiently to ensure that the charges are covered by the available balance.
What is the pricing to send pre-recorded message in voice services?
Pre-recorded messages are charged similar to outgoing voice calls, on a per minute basis, depending upon the country, type of number (mobile/fixed line) etc.
How do you charge for Voice Calls Recordings?
In addition to the charges for call connections, voice recordings are charged per minute as well as a storage fee.
How will I be charged for Voice and Bridging calls?
EnableX voice calls are charged per minute. The clock starts ticking once the call is connected. The pricing are detailed on our portal. Note that the pricing differs for different countries and will also varies depending if you are calling a fixed or mobile termination number How will I be charged for bridging calls?
For Bridging:
Say an end user is calling to your purchased number N in Country A and you intend to bridge a call terminating in Country B. The cost components are as follows:
- Rental for your purchased number N will be $X per month. This will be charged monthly even if you are not using your purchased number to make or receive any calls.
- For a tolled number, when end users calling into your purchased number N, you will be charged $Y/min.
- When the call is bridged to Country B, there will be an additional charge per minute for an outgoing rate to Country B according to the pricing on our portal.
Support
Can I get a real/virtual dial in number and set routing to an agent?
Yes, you can do that.
Do you provide missed call service? What are the timelines we are looking at?
No, we do not provide missed call service as of now, but it is on our roadmap and will be available soon!
Do you provide calling service from App to mobile number in India?
Yes, we do provide that service, but IP and PSTN calling is not authorized in India hence call has to be routed for which ISD charges will be applicable. Please note: While IP to PSTN calling is not allowed, you can connect 2 PSTN lines and control their behavior programmatically using our EnableX APIs.
What countries do you support for Voice Calls?
We allow voice calls to over 200 countries. You may check the countries where we support voice calls in the pricing section of the EnableX web portal. Certain countries are blacklisted by default and may need to have some of your desired countries whitelisted via the user’s dashboard.