> ## Documentation Index
> Fetch the complete documentation index at: https://docs.elasticfunnels.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Phone Switches

> Provider-specific setup for ViciDial, Five9, and Ytel in the in-house Call Center suite

Use this page when you are connecting the in-house Call Center suite to your telephony provider.

Phone switch configuration is done in the call center detail page:

1. Go to **Call Center** → **Setup** → **Call Centers** tab
2. Open the center
3. Go to the **Phone Switch** tab
4. Select a provider by clicking its card
5. Enter the provider-specific credentials
6. Click **Test Connection** to verify
7. Save

<Info>
  Brand-specific phone switch overrides can be configured in the **Brand Settings** tab. When a brand config includes phone switch credentials, those override the center-level defaults for that brand.
</Info>

## What the phone switch powers

Once configured correctly, the phone switch is responsible for:

* Click-to-dial
* Screen pop / incoming call context
* Call transfer
* Hangup requests
* Recording lookups

## Before you start

Have these ready before opening the ElasticFunnels setup form:

* Provider admin access
* The correct agent extensions
* The API or admin credentials for the provider
* Any required base URL or API endpoint
* A real test number you can call

## Supported providers

<CardGroup cols={3}>
  <Card title="ViciDial" icon="phone-volume" href="/callcenter/vicidial">
    Non-agent API for status and recordings, agent API for dial/hangup/transfer. Uses query-parameter authentication.
  </Card>

  <Card title="Five9" icon="headset" href="/callcenter/five9">
    REST API integration with Bearer token or Basic Auth. Most deployments use a middleware proxy in front of Five9's native SOAP API.
  </Card>

  <Card title="Ytel" icon="phone" href="/callcenter/ytel">
    Supports v4 JWT bearer tokens (recommended) and v3 Basic Auth (legacy). RESTful call management API.
  </Card>
</CardGroup>

See the individual provider pages above for detailed setup instructions, field references, and troubleshooting.

## Test Connection

After entering credentials, click **Test Connection** in the phone switch configuration panel. This calls the provider's connectivity check and reports success or failure immediately — before you save.

Use this to verify:

* The API URL is reachable
* Credentials are accepted
* The provider responds as expected

<Tip>
  If the test fails, double-check the API URL and credentials. For ViciDial, make sure the URL points to `non_agent_api.php` specifically. For Five9, confirm your middleware is running. For Ytel, confirm whether you should be using v4 (JWT) or v3 (Basic Auth).
</Tip>

## Screen pop and webhooks

Screen-pop behavior in the in-house suite is primarily browser-driven and call-log driven. When a call arrives, the platform looks up the customer by phone number and populates the agent's screen with customer context.

The platform includes webhook verification middleware for CTI integrations. The webhook secret is stored in the phone switch configuration under `webhook_secret`.

## Troubleshooting checklist

If calls are not working:

* Check that the brand config is active
* Check the selected provider type
* Use **Test Connection** to verify API connectivity
* Reconfirm the API URL
* Reconfirm the username and password or token
* Confirm the agent extension exists in the provider
* Confirm the brand and call center belong to the same organization
* Test with one known-good agent and one known-good phone number first