Connect a Twilio phone number to Verbeo AI using Twilio Elastic SIP Trunking so your AI agents can take inbound calls and place outbound calls.
Verbeo AI connects to Twilio through Elastic SIP Trunking. Once the trunk is set up, calls to and from your Twilio number flow through Verbeo, and you can assign AI agents to handle them.There are two directions to configure, and it helps to keep them straight:
Termination (outbound): traffic that leaves Verbeo and goes out to the phone network through Twilio. This is what powers your agents’ outbound calls.
Origination (inbound): traffic that arrives at your Twilio number and is routed into Verbeo. This is what lets your agents answer inbound calls.
At a high level you will create a trunk in Twilio, point its termination and origination at the right places, attach your number, and then register that number inside Verbeo. The whole process takes about 10 minutes.
Before you start, make sure you have:
A Twilio account with at least one voice-capable phone number (or funds to buy one).
A Verbeo AI workspace with at least one Agent already created (you’ll assign it to the number at the end).
The Verbeo origination SIP URI: sip:1mq55afrqof.sip.livekit.cloud. This is the same for every Verbeo account. You’ll point Twilio’s origination at it in Step 8.
Sign in to the Twilio Console. Use the search bar at the top, type Elastic, and open Elastic SIP Trunks (Products & Services > Elastic SIP Trunking > Trunks).
Search for Elastic in the Twilio Console and open Elastic SIP Trunks.
2
Create a new SIP Trunk
On the Elastic SIP Trunks page, click Create new SIP Trunk. Give it a recognizable name such as Verbeo and continue.
Click Create new SIP Trunk to start a fresh trunk.
3
(Optional) Enable call transfer on the General tab
On the General tab you can turn on Call Transfer (SIP REFER) and tick Enable PSTN Transfer if you want your AI agent to hand calls off to another phone number on the public network. Symmetric RTP can stay enabled. Click Save when done.
Leave these at their defaults if you don’t need call transfers yet. You can always enable them later.
Optionally enable Call Transfer (SIP REFER) and PSTN Transfer for warm or cold transfers.
4
Create your Termination SIP URI
Open the Termination tab. Under Termination SIP URI, enter a unique domain name (for example verbeo-yourcompany). Twilio turns it into a full address like verbeo-yourcompany.pstn.twilio.com.Copy this full URI. You will paste it into Verbeo later.
Create a unique Termination SIP URI. You'll reuse this value in Verbeo.
This Termination URI (xxx.pstn.twilio.com) is the value Verbeo needs for the SIP termination hostname field. It is not the same as your Verbeo origination SIP URI, so don’t mix them up.
5
Add a Credential List for authentication
A trunk needs at least one authentication method before it can send calls. Scroll down to Authentication. Next to Credential Lists, click the blue + button to create one.
You can authenticate with an IP Access Control List instead, but a Credential List (username and password) is the simplest option and matches the fields Verbeo asks for.
Under Authentication, click the + next to Credential Lists.
6
Fill in the new Credential List
In the New Credential List dialog, enter:
Friendly Name: e.g. verbeo-auth
Username: choose a username
Password: choose a strong password
Save these credentials somewhere safe. You’ll enter the same username and password in Verbeo. Click Create, then make sure the new list is selected in the Credential Lists dropdown and click Save on the trunk.
Set a friendly name, username, and password, then click Create.
7
Open the Origination tab
Go to the Origination tab. This is where you tell Twilio to send incoming calls to Verbeo. Click the + (or Add new Origination URI).
On the Origination tab, click + to add an Origination URI.
8
Add your Verbeo Origination SIP URI
In the Add Origination URL dialog, enter the Verbeo origination SIP URI exactly as shown. This is the same value for every Verbeo account:
sip:1mq55afrqof.sip.livekit.cloud
Leave Priority at 10 and Weight at 10. Click Add, then Save.
sip:1mq55afrqof.sip.livekit.cloud is Verbeo’s shared origination endpoint. Every account uses the same URI, so you can copy it directly. It routes inbound calls from your Twilio number into Verbeo.
Paste your Verbeo origination SIP URI and keep Priority and Weight at 10.
9
Attach your phone number to the trunk
Open the Numbers tab, click Add a number, and choose Add an Existing Number (or Buy a Number if you don’t have one yet).
On the Numbers tab, choose Add an Existing Number.
10
Select the number(s)
Tick the number(s) you want to route through this trunk, then click Add Selected. Your number is now bound to the trunk.
In the Verbeo AI dashboard, open Phone Numbers from the left sidebar, then click Add Number (or Add Your First Number).
Go to Phone Numbers in Verbeo and click Add Number.
2
Enter your trunk details and assign an agent
In the Add Phone Number dialog, fill in the fields using the values from Part 1:
Phone Number(top of the dialog): your Twilio number in E.164 format, e.g. +14155550123.
SIP termination hostname: the Termination URI from Step 4 (xxx.pstn.twilio.com).
SIP Trunk User Name: the username from your Credential List (Step 6).
SIP Trunk Password: the password from your Credential List (Step 6).
Nickname(optional): a friendly label, e.g. Main line.
Outbound Transport: TCP is recommended.
Agent Assignments: pick your Inbound Calls Agent and Outbound Calls Agent.
Click Add Phone Number to finish.
Paste the Twilio termination hostname, the credential username and password, and assign your agent.
SIP termination hostname = the Twilio Termination URI (xxx.pstn.twilio.com), not your Verbeo origination SIP URI. Pasting the wrong one is the most common setup mistake.
Your Twilio number is now connected to Verbeo. Place a quick test call to confirm:
Inbound: call your Twilio number, and your assigned inbound agent should answer.
Outbound: use Make Call in Verbeo to dial out through the number.
What to check if calls aren't connecting
Termination vs. origination URI mixed up. The Verbeo SIP termination hostname must be the Twilio xxx.pstn.twilio.com value, and Twilio’s Origination URI must be sip:1mq55afrqof.sip.livekit.cloud.
Credentials don’t match. The username and password in Verbeo must be identical to the Twilio Credential List entries.
No authentication on the trunk. Confirm the Credential List is actually selected and saved on the Twilio Termination tab.
Number not attached. Re-check the Numbers tab to confirm the number is bound to this trunk.
No agent assigned. Inbound calls need an Inbound Calls Agent selected on the number in Verbeo.
