Configure with Plivo

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Overview

This guide walks you through configuring a Plivo SIP trunk to work with SubVerse AI for both inbound and outbound calls.

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Prerequisites

• Active Plivo account
• Purchase a Plivo phone number
• Access to Plivo Console

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Step 1: Get Your SubVerse SIP URI

Before configuring Plivo, you need to obtain your SIP URI from SubVerse:

1. Log in to your SubVerse dashboard
2. Navigate to Integrations → Telephony
3. Copy your SIP URI (it will look like: sip:xxxxx.sip.livekit.cloud)

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Step 2: Create SIP Endpoint (For Outbound)

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Create Endpoint

1. Log in to Plivo Console
2. Navigate to Voice → SIP Endpoints
3. Click Create New Endpoint
4. Enter:
   • Username: Your chosen username
   • Password: Your chosen strong password
   • Alias: Descriptive name (e.g., “SubVerse Endpoint”)
5. Click Create Endpoint

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Step 3: Configure Outbound Trunk (Termination)

Plivo uses the concept of “Trunks” for routing calls.

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Create Outbound Trunk

1. In Plivo Console, navigate to Voice → Trunks
2. Click Add New Trunk
3. Select Termination (for outbound calls from SubVerse)
4. Configure:
   • Name: Descriptive name (e.g., “SubVerse Outbound”)
   • Termination Type: IP Address or SIP Endpoint
   • IP Address/SIP URI: Your Plivo SIP endpoint URI
5. Click Create

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Get Termination URI

After creating the trunk:

1. Note your Termination URI
2. It will look like: sip.plivo.com or your custom domain
3. Copy this URI - you’ll need it for SubVerse configuration

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Step 4: Configure Inbound Trunk (Origination)

Configure the trunk to route incoming calls to SubVerse.

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Create Origination Trunk

1. In Plivo Console, navigate to Voice → Trunks
2. Click Add New Trunk
3. Select Origination (for inbound calls to SubVerse)
4. Configure:
   • Name: Descriptive name (e.g., “SubVerse Inbound”)
   • Origination Type: SIP URI
   • SIP URI: Your SubVerse SIP URI (from Step 1)
   • Priority: 1
5. Enable Send SIP OPTIONS for health checks
6. Click Create

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Configure Authentication

1. In your Origination trunk settings, go to Authentication
2. Select authentication method:
   • IP Authentication: Add IP ranges 0.0.0.0/1 and 128.0.0.0/1
   • Credential Authentication: Use username/password (recommended)
3. If using credentials:
   • Username: Same as SIP endpoint username
   • Password: Same as SIP endpoint password
4. Click Save

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Step 5: Associate Phone Number

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Assign Number to Application

1. Navigate to Phone Numbers → Your Numbers
2. Click on your phone number
3. Under Application Type, select XML Application or PHLO
4. For XML Application:
   • Create an application that forwards to your trunk
   • Or use direct SIP forwarding
5. For inbound calls, ensure the number routes through your Origination trunk
6. Click Update Number

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Alternative: Direct SIP Configuration

1. In your phone number settings
2. Set Answer URL to forward to your SubVerse SIP URI
3. Or configure to use your Origination trunk
4. Click Save

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Step 6: Configure in SubVerse Dashboard

Now that Plivo is configured, add the trunk to SubVerse:

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For Outbound Calls

1. Go to SubVerse Integrations → Telephony
2. Click Add Outbound Trunk
3. Enter:
   • Name: Descriptive name (e.g., “Plivo Outbound”)
   • Phone Number: Your Plivo number with country code (e.g., +1xxxxxxxxxx)
   • SIP Address: Your Plivo termination URI (e.g., sip.plivo.com)
   • Auth Username: Username from Step 2
   • Auth Password: Password from Step 2
4. Click Save

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For Inbound Calls

1. Go to SubVerse Integrations → Telephony
2. Click Add Inbound Trunk
3. Enter:
   • Name: Descriptive name (e.g., “Plivo Inbound”)
   • Phone Number: Your Plivo number with country code (e.g., +1xxxxxxxxxx)
   • Auth Username: Username from Step 2
   • Auth Password: Password from Step 2
4. Click Map Voicebot Usecase and select your voice agent
5. Click Save

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Testing Your Configuration

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Test Inbound Calls

1. Call your Plivo phone number
2. The call should be routed to your SubVerse voice agent
3. Check the call appears in SubVerse Call History

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Test Outbound Calls

1. Create a workflow or use the voice agent interface
2. Make a test call using your configured Plivo number
3. Verify the call connects successfully
4. Check the call appears in SubVerse Call History

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Troubleshooting

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Inbound Calls Not Working

Check:

• Origination trunk is correctly configured in Plivo
• SIP URI matches exactly what’s shown in SubVerse dashboard
• Phone number is associated with the correct application/trunk
• Voice agent is mapped to the inbound trunk in SubVerse

Solution:

• Verify SIP URI in Plivo matches SubVerse
• Check Plivo call logs for errors
• Ensure phone number routing is correct
• Verify trunk status is “Active”

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Outbound Calls Not Working

Check:

• SIP endpoint credentials are correct
• Username and password match in both Plivo and SubVerse
• Termination URI is correctly configured
• SIP address in SubVerse matches Plivo endpoint

Solution:

• Verify credentials are correct
• Check Plivo endpoint status
• Review call logs for authentication errors
• Ensure sufficient Plivo account balance

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Call Quality Issues

Check:

• Codec configuration
• Network connectivity
• Plivo service status
• Region-specific routing

Solution:

• Verify codec settings (G.711 recommended)
• Use region-based SIP endpoints for better latency
• Check Plivo status page
• Contact SubVerse support for assistance

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Authentication Failures

Check:

• Credentials are entered correctly
• IP authentication ranges (if using IP auth)
• SIP endpoint is enabled

Solution:

• Re-enter credentials carefully
• Verify IP ranges include required addresses
• Check endpoint status in Plivo console

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Advanced Configuration

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Codec Settings

For best call quality:

• Enable PCMU (G.711 μ-law)
• Enable PCMA (G.711 A-law)
• Configure in both trunk and endpoint settings

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DTMF Configuration

Configure DTMF for interactive voice response:

• Recommended: RFC 2833
• Alternative: SIP INFO
• Ensure consistent configuration across Plivo and SubVerse

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Call Recording

Enable call recording in Plivo:

1. In your application settings
2. Enable Record option
3. Configure recording format and storage
4. Recordings will be available in Plivo dashboard

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Failover Configuration

Set up multiple origination URIs for redundancy:

1. Create multiple origination trunks
2. Set different priorities
3. Enable health checks with SIP OPTIONS
4. Plivo will automatically failover if primary fails

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Monitoring and Analytics

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Call Logs

Access detailed call logs:

1. Navigate to Voice → Call Logs
2. Filter by date, number, or status
3. View detailed call information
4. Download logs for analysis

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Real-time Monitoring

Monitor active calls:

1. Go to Voice → Live Calls
2. View currently active calls
3. Check call duration and status
4. Identify any issues in real-time

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Additional Resources

• Plivo SIP Trunking Documentation
• Plivo Inbound Trunks Guide
• Plivo Outbound Trunks Guide
• Plivo Console
• Plivo Support

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Next Steps