Phone system

Phone lines

A phone line is the account your numbers come in on and your outgoing calls go out on. Usually we set it up for you. If you already have a line with another carrier, you can bring it and use it with BE Voice. And if you already run a phone system such as 3CX or Yeastar, it can connect to BE Voice too, so its extensions reach your AI agents, ring groups and queues.

What the Phone lines tab shows

Open Phone lines. Each line your business has added is listed with:

Name: A name you gave the line, such as "Main line".
Status: Whether the line is connected to your carrier right now. Registered means it's working. Trying shows for a few seconds after a change. Not registering or Down means the carrier isn't accepting the details: check the username and password with your carrier. No registration is normal for lines that don't need to sign in, and Disabled means you've switched the line off.
Account: The username and server the line signs in with.
Transport: How it connects to the carrier (TCP, UDP or TLS).
Numbers: The phone numbers that come in on this line.

How to bring your own phone line

Any carrier's SIP line works. Ask your carrier for the line's server, username and password, and the numbers on it.

Open Phone lines → + Add phone line.
Give it a Name you'll recognise.
Enter the SIP server and choose the Transport your carrier uses. TCP suits most carriers.
Enter the Username and Password. The password is stored encrypted and never shown again.
List the line's numbers, one per line, for example 03 7000 0000.
Leave the number formats as National unless your carrier asks for another format.
Leave Register to the carrier and Enabled ticked, and save.

The line usually shows Registered within a few seconds. Its numbers then appear on the Numbers tab, where you choose what answers them, or you can set them up in Call routing.

Each number answers as you set it, even when they all share one line. Phones can show any of them as their caller ID (Phones → Edit → Calls out showing), and calls showing a number go out through its line.

The other options

Dialled number format and Caller ID format: How numbers are written when calls go out to your carrier: national (03…, 04…) or international (+61…). Change them only if your carrier tells you to.
Inbound user: Only needed if your carrier sends calls to a different name than the username. Leave it empty otherwise.
Register to the carrier: Most carriers need the line to sign in so they know where to send your calls. Untick it only if your carrier says the line doesn't register.
Enabled: Untick to stop using the line without deleting it.

Changing or removing a line

Click the line in the list to change its details. Type a new password only if it has changed; leave it empty to keep the current one. To remove a line, open it and delete it. Its numbers stay with your business and use the line we look after.

Connect a phone system you already have (3CX, Yeastar)

If your office already runs a phone system such as 3CX or Yeastar, you don't have to replace it to use BE Voice. Your phone system connects to BE Voice as a line of its own, in the opposite direction to a carrier line: it signs in to us, and calls flow between the two.

What that gives you:

Your extensions reach BE Voice. From any phone on your system, dial a short code or a number you choose, and BE Voice answers it the way you've set up: an AI agent, a ring group, a queue, a menu, or your opening-hours rules. For example, your reception phones could send overflow or after-hours calls to an AI receptionist.
One setting per dialled value. Each value you dial from your system is matched to what should answer it. A whole range can share one setting, so 8xx could all go to the same place.
Your caller IDs are kept. Calls arriving from your system carry the extension's own caller ID, so staff see who called and your call log and recordings make sense.

Setting it up

Contact us and tell us which phone system you run and which values your staff will dial. We create a line for your system and give you its server, username and password.
In your phone system, add a trunk that registers to that server with those details. 3CX calls this a "Register" trunk; Yeastar a "Register Trunk". Use TCP if the system asks.
Point the values at what should answer them. We do this with you when the line is created; later, ask us to add or change one.
Dial a value from one of your phones. Your phone system shows the trunk as registered, and BE Voice answers.