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Telephony Integration & Architecture

This page explains how calls reach a LoyJoy Phone Agent and how to fit the agent into your existing telephony. It is written for IT and telephony teams.

1. Available today: LoyJoy phone number and call forwarding​

LoyJoy provides the phone number for your Phone Agent. You set it up yourself in a few clicks, see Set Up a Phone Number. No carrier contract or telephony setup on your side is needed.

To connect your existing hotline, forward calls from your telephony system or contact center platform to this number. Your system decides which calls are forwarded, for example by menu choice, time of day, or queue load.

To hand a caller back to your team, the Phone Agent can transfer the call to a phone number you define, using the Transfer tool of the AI Agent module.

2. In preparation: WebSocket and SIP​

The following connection types are not available yet. They are in preparation, and we are happy to discuss your requirements early.

  • WebSocket audio streaming: Your PBX or contact center platform streams the call audio to LoyJoy over a secure, bi-directional WebSocket connection. This avoids the overhead of legacy telephony protocols, keeps latency low, and allows context such as caller ID or previous interactions to be exchanged as JSON alongside the audio.
  • SIP trunking: A SIP endpoint to connect LoyJoy directly to your VoIP infrastructure, without forwarding via the public telephone network.

If your project depends on one of these options, contact us.

3. General architecture principles​

Regardless of the connection method, the following principles keep your setup robust:

  • Routing and logic: Your telephony system should handle the telephony intelligence. This includes routing rules, fallback logic (for example forwarding to a human agent if the Phone Agent is unavailable), and business hours.
  • Carrier management: For your existing numbers, you keep your carrier contracts and number provisioning in your own environment. LoyJoy acts as the intelligence layer, not as your telecommunication carrier.