Voice Route For Call App Service

  • Updated on May 19, 2025
  • Published on May 13, 2025
  • 2 minute(s) read
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On September 30, 2024, ConnecttoTeams made available new voice routes specifically designed for the Call App, resulting in a significant enhancement of the Call App Service's performance.

To configure the voice route and update your existing Call App users to this new setting, please follow the steps outlined below.

Please note that these Voice Routes are exclusively for the Call App service. If you have enterprise customers utilizing the Call App, they should configure Direct Routing using these designated SBC Regions only.

Instruction for the Service Provider

Assign a Call App Voice Route to an enterprise.

  • For an existing enterprise: edit the enterprise, add “Call App” to the Service field, and, in the Direct Routing tab,  and add the preferred “Call App” voice route in the SBC Region area.

  • For a new enterprise, add “Call App” to the Service field, and, in the Direct Routing tab,  and add the preferred “Call App” voice route in the SBC Region area.


Instruction for the Enterprise Admin

These steps shows how to use the voice route optimized for Call App in your CallApp configuration.

  1. Check with your ConnecttoTeams service provider if the desired Call App Voice Route has been assigned to your enterprise account.

  2. Once your service provider assigns a voice route specific for the Call App, proceed to configure a Direct Routing using this new voice route in the Available Gateways field. For the full instructions of setting up direct routes, check the Set Up Direct Routing article.


    Once completed, the new direct route will be listed in the Enterprise Dashboard’s Direct Routing Connection Status table.

     

    Once the new direct routing is configured, change the voice route of your existing callappservice and call app users to the new Voice Route.

  3. Changing the Voice of the service user:

    1. From the Enterprise Admin Menu, navigate to the Users screen, locate the callappservice service user, and click on its user name.


    2. In the configure screen, change the Voice Route to the new Call App voice route.


    3. Click Save Call App Service Account button

  4. Changing the Voice of the existing Call App users.

    Locate the other Call App Users. For each user, repeat the instructions outlined in step #2 above, that is, update each user’s Voice Route to use the new Call App voice route, then save.



  5. You should see the updated users in the new Voice Route.

Results

In Users table, the service user and other Call App users, in their SBC Location column, will be shown as assigned to the newly-assigned direct route.


When adding more Call App users henceforth, use Call App specific voice routes too.  

Suggested Further Reading

  • To configure other call app users individually, check this article.

  • To configure other call app users in bulk, check this article.

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