# Voice connectivity for contact centers

Your contact center, connected

Bird Voice

Numbers · SIP connectivity · call records

Your contact center

Queues · transfers · conferences · agents

Your business systems

Customer context · actions · outcomes

## How does Bird connect to a contact center?

Connect a SIP-capable contact center or PBX to Bird trunks. Incoming numbers route calls to your delivery gateways; the contact center handles queues, agent selection, transfers and conferences. Outbound calls use the trunk and an eligible caller identity. Evaluate these boundaries together before moving traffic.

## Plan for the calls that cross a boundary.

### From a queue to a person

Keep the queue, routing rules and customer record in the system that already owns them. Test what happens when no agent answers, a queue closes or a gateway becomes unavailable.

### From an agent to a conference

Conferencing and transfer behavior depend on your PBX or application. Check signaling, participant changes, caller identity and media on every leg. A working basic call is only the first integration check.

### From an AI assistant to your team

Define the point where a conversation moves to a person and the context that accompanies it. Test interruption, transfer failure and the experience when nobody can take the call.

## Bring an operating brief, then prove one complete journey.

Document peak concurrent calls, calling rate, countries, number inventory and the service requirements your team works to. Review the proposed architecture with a Voice specialist. Run a representative journey through connection, handling, recording where needed and final reconciliation before widening the rollout.

Name the systems responsible for queues, conferences, recording, speech and customer data. Assign an operational owner to each handoff.

Keep a tested route back to the existing service. Agree on the signals that stop a rollout and the person who can restore the previous route.

Measure answer rate, audio behavior, failure stage and customer task completion separately. Review results by destination and call path.

## Questions before you connect

### Does a SIP trunk replace my contact center software?

A trunk supplies telephone connectivity. Your contact center application continues to own its agent desktop, queues, workforce processes and conference behavior.

### Can the Bird browser phone replace a full agent desktop?

The browser phone provides a controlled outbound calling path. Scope a contact center integration around the agent, incoming-call, queue and transfer capabilities your application needs.

### How should we plan a larger migration?

Start with the current number and application inventory, capacity requirements and a test plan. Verify provider-specific dependencies, agree on continuity and expand from a controlled set of calls.

## Build the rest of the calling path

[Voice overview](/voice-api) Choose the calling path for your customer journey.

[SIP trunking](/voice-api/features/sip-trunking) Connect your PBX, softphone or SIP application to the telephone network.

[Voice numbers](/voice-api/features/numbers) Coordinate number routing and caller identity.

[AI Voice](/voice-api/features/ai-voice) Bring a conversational runtime to the phone, with your context, tools and handoff.

[Voice pricing](/pricing/voice) Review the current destination rates and call components.

## Scale without  losing control.

Organize teams in workspaces, control API access, and trace changes through audit logs.

Harbor Organization
Workspaces Production Sandbox

### Delivery agent

API key · Customer operations team
Active
Permissions Access
Email Read & write
SMS Read & write
WhatsApp Read Read & write
AL Alex Lee Admin  Permissions updated

### Audit log

Production
 API key updated Alex Lee · 09:42:18 UTC

Workspace
Production

Resource
Delivery agent

WhatsApp
Read Read & write

Succeeded

 [Workspaces](/docs/guides/workspaces)[Team roles](/docs/guides/users-teams-roles)[API authentication](/docs/guides/authentication)
[Explore Enterprise](/enterprise)

## Start with Voice. Build across channels with Bird.

[Get started](/dashboard/signup?returnTo=%2Fdashboard%2Fw%2Fvoice%2Fonboarding) · [Contact Sales](/demo?product=voice)

[Email](/email-api) · [SMS](/sms-api) · [WhatsApp](/whatsapp-api) · [Apple Messages](/apple-messages-api) · [Voice](/voice-api)



## Related resources

- [Voice overview](/docs/guides/voice/overview) (docs)
- [What is a voice API?](/explained/voice/what-is-a-voice-api) (answer)

[Get an implementation brief](/learn/workspace?topic=voice)