Connect 3CX to Kollie

Route calls from your 3CX phone system to a Kollie AI agent over a generic, IP-based SIP trunk.

Kollie SIP details: SIP URI sip:luvjtjd3aor.sip.livekit.cloud · domain (without sip:) luvjtjd3aor.sip.livekit.cloud · transport TCP · inbound calls only (outbound calls over your own number aren't available yet). Full reference: Use your own phone number with SIP.

At a glance

Before you start

• Admin access to the 3CX management console.
• A hosted 3CX that offers Generic SIP Trunk (IP Based). If you don't see this option, ask your 3CX hosting partner to enable it.
• The number the agent should answer on, for example your business number.

3CX has many hosting, network and provider settings. Kollie support can help you set it up and can confirm whether calls reach Kollie, but we have no access to your 3CX system or your provider.

Setup steps

1. Add your number in Kollie

• Go to My Numbers → Add Your Number, select the country and enter the number. Then click Add.
• Attach the number to the agent that should answer. See Step 1 of the overview.

2. Add the trunk in 3CX

• Open Trunks (called Trunks & Chat in newer versions) and click + Trunk.
• Choose Generic SIP Trunk (IP Based).

3. Fill in the trunk basics

3CX calls this field Registrar, but no registration takes place. You don't need a username or password.

4. Restrict the transport

• In the trunk's transport settings, enable TCP only.
• Before you save, check that no other protocol is ticked.

5. Pass the real caller number (recommended)

By default, 3CX sends its own number to Kollie instead of the caller's. In the trunk's caller ID settings, set both of these fields to OriginatorCallerID:

• From: Display-Name
• Remote-Party-ID

With the real number, the agent can recognise returning callers (Get Contact by Phone Number), match HubSpot contacts, and log the correct number on the call.

6. Add an outbound rule in 3CX

The outbound rule tells 3CX when to send a call over the Kollie trunk. It must deliver the number exactly as it appears on the Kollie number card, including the +. Here is an example that uses the prefix 999:

With this rule, dialling 99931201234567 sends +31201234567 to Kollie.

Place this rule above any other rule that could match the same numbers. Otherwise, 3CX may choose a different route.

7. Choose when Kollie takes over

In 3CX, use the prefixed number (for example 99931201234567) as an external destination wherever the agent should take calls:

• when an extension is away or doesn't answer
• outside business hours
• as the overflow of a ring group or queue
• as a direct destination for incoming calls

8. Test

See the checklist below.

Test checklist

• The 3CX logs show the call going out over the Kollie trunk.
• The agent attached to the number answers.
• Agent Calls History shows the caller's number, not your 3CX number.
• Audio works in both directions.
• The away, no-answer or out-of-hours rule triggers as expected.

Troubleshooting