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How 4phone Telephony Works

4phone is built not around a single call button, but around several connected building blocks. Once you understand how they fit together, setup becomes predictable: you know where the provider connects, where inbound routing is configured, where the operator works, and where automation comes in.

System Building Blocks​

  1. SIP trunk. The connection between 4phone and your telephony provider. Through it, the platform receives and places calls.
  2. DID number. The external phone number that customers call. Every DID has a route: to an extension, an IVR, a queue, voicemail, or an external number.
  3. Extension. An employee's internal number inside the platform. It can be used in the browser softphone, on an external SIP device, and in routing scenarios.
  4. Queue. The mechanism that distributes incoming calls across operators.
  5. IVR. An interactive voice menu that directs the caller to the appropriate flow.
  6. Call history and recordings. Shows what happened with each call and lets you play back the conversation if call recording was enabled.
  7. Automation. Auto-callback returns missed callers to your team, while the auto-dialer runs bulk outbound campaigns across a contact list.
Basic launch workflow
  1. Connect a SIP trunk.
  2. Create a DID and choose an inbound route.
  3. Assign extensions to employees.
  4. Build a queue or IVR if needed.
  5. Verify the softphone and make a test call.

Typical Responsibilities by Role​

RoleTypical responsibilities
Tenant owner or administratorConnects the trunk, configures DIDs, queues, IVR, automation, and extensions
OperatorWorks in the softphone, answers and places calls, reviews call history
ManagerMonitors active calls, analytics, and service quality
Important

Within their own tenant, the OWNER role has at least the same permissions as ADMIN. For day-to-day telephony setup, the tenant owner can perform all administrative actions that an administrator can.

Important Things to Know Before You Start​

Important

In 4phone, the interface and call routing logic are tightly linked. For example, an IVR must be published before a DID can actually route incoming calls to it. Saving a draft alone does not make it live.

Important

To work in the browser, each employee needs their own extension with WebRTC enabled. The browser softphone connects only to the extension assigned to the current user.

Important

External SIP clients use the same extension number, but with your company's tenant-specific domain (for example, 101@<your-domain>.sip.4phone.uz).

Typical Customer Call Flow​

  1. A customer calls your DID number.
  2. The platform checks the route assigned to that number.
  3. The call is directed to an employee, a queue, an IVR, or another configured destination.
  4. Once the call ends, the call history entry and audio recording appear in the call details if recording was enabled.

Where to Go Next​

If you are setting up telephony for the first time, continue to the First Launch Checklist. If you already have provider credentials ready, jump straight to How to Connect a SIP Trunk.