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Common Workflows Guide

Purpose: Step-by-step workflows for common tasks in ConnexCS
Audience: Administrators, Support Engineers, Developers
Last Updated: November 11, 2025

Quick Start Workflows

1. Initial Platform Setup (New Account)

Time Required: 2-4 hours
Difficulty: Beginner
Prerequisites: ConnexCS account created

Steps:

  1. Account Verification (Getting Started)
  2. Verify email address
  3. Verify mobile number
  4. Complete company information

  5. Configure profile settings

  6. Configure Carrier (Carrier Setup)

  7. Navigate to Management → Carrier
  8. Click + to add new carrier
  9. Enter carrier name and basic information
  10. Configure authentication in Carrier Auth

  11. Set up failover if needed (Carrier Failover)

  12. Create Provider Rate Card (Provider Rate Card)

  13. Navigate to Management → Rate Card → Provider Rate Card
  14. Upload carrier pricing or create manually

  15. Test rate lookups

  16. Configure Customer (Customer Setup)

  17. Navigate to Management → Customer
  18. Click + to add new customer
  19. Enter customer details

  20. Configure authentication (Customer Auth)

  21. Create Customer Rate Card (Customer Rate Card)

  22. Navigate to Management → Rate Card → Customer Rate Card
  23. Create markup over provider rates

  24. Test customer pricing

  25. Configure Routing (Customer Routing)

  26. Go to Customer → Routing → Ingress Routing
  27. Add new route
  28. Select carrier and rate cards

  29. Configure routing strategy

  30. Test Configuration (Circuit Test)

  31. Use Circuit Test tool
  32. Make test calls
  33. Verify call flow in Latest Calls
  34. Check Logging if issues occur

Success Criteria: - ✓ Test call completes successfully - ✓ CDR appears in system - ✓ Correct pricing applied

2. Troubleshooting Call Connection Issues

Time Required: 15-30 minutes
Difficulty: Intermediate
Prerequisites: Call-ID or approximate call time

Workflow:

  1. Locate Call Information (Latest Calls)
  2. Navigate to Customer → Latest Calls or Global → Latest Calls

  3. Search by:

    • Call-ID (most precise)
    • Phone number (CLI or destination)
    • Time range
    • Customer name

  4. Review Call Details

  5. Check call status (connected, failed, etc.)
  6. Note disconnect reason code

  7. Review call duration (if connected)

  8. Access SIP Trace (Logging)

  9. Click on call record
  10. Open SIP trace/dialog
  11. Look for error responses (4xx, 5xx codes)

  12. Common issues:

    • 401/407: Authentication failure → Check Customer Auth
    • 403: Forbidden → Check routing permissions
    • 404: Not found → Check number format/routing
    • 480: Temporarily unavailable
    • 486: Busy here
    • 503: Service unavailable → Check carrier status

  13. Check Authentication (if auth failures)

  14. Verify IP address in Customer Auth
  15. Check SIP username/password

  16. Review firewall rules (Firewall)

  17. Verify Routing Configuration (Customer Routing)

  18. Check routing rules exist for destination
  19. Verify rate card coverage
  20. Check tech prefix (if used)

  21. Review dial string restrictions

  22. Test with Circuit Test (Circuit Test)

  23. Use Circuit Test for controlled testing

  24. Compare results with actual calls

  25. Check Carrier Status

  26. Review Carrier Latest Calls
  27. Check for carrier alerts
  28. Verify carrier authentication

Resolution Paths: - Auth issues → Update Customer Auth or Carrier Auth - Routing issues → Modify Customer Routing - Rate card gaps → Update rate cards - Carrier problems → Contact carrier or enable failover

Reference: Call Connection Troubleshooting

3. Troubleshooting Call Quality Issues

Time Required: 20-40 minutes
Difficulty: Intermediate
Prerequisites: Reports of poor call quality

Workflow:

  1. Identify Symptoms
  2. One-way audio (can't hear caller/callee)
  3. Choppy/robotic audio
  4. Echo
  5. Static or noise

  6. Delayed audio (high latency)

  7. Check RTP (Media) Path (Media Troubleshooting)

  8. Verify RTP proxy settings in routing
  9. Check if using direct RTP vs proxied

  10. Review RTP server selection (RTP Zones)

  11. Review Codec Configuration

  12. Check allowed codecs in routing
  13. Verify codec compatibility between endpoints

  14. Consider transcoding if needed

  15. Test Network Quality

  16. Use Circuit Test with media analysis
  17. Check for:
    • Packet loss
    • Jitter
    • Latency

  18. Review Statistics

  19. Analyze NAT Issues (NAT Traversal)

  20. Check if NAT is involved
  21. Verify STUN/NAT traversal settings

  22. Review firewall configurations

  23. Review Customer/Carrier Stats

  24. Check Customer Stats
  25. Review Carrier Stats

  26. Look for patterns (time-based, route-based)

  27. Adjust RTP Settings

  28. Modify RTP proxy settings if needed
  29. Change RTP zone if geography-related
  30. Enable/disable transcoding

Common Solutions: - One-way audio: Enable RTP proxy, fix NAT - Choppy audio: Check jitter buffer, packet loss - Echo: Adjust echo cancellation on endpoints - Latency: Choose closer RTP zones, check network

Reference: Call Quality Troubleshooting

4. Setting Up Billing & Credit Control

Time Required: 1-2 hours
Difficulty: Intermediate
Prerequisites: Rate cards configured

Workflow:

  1. Understand Billing Basics (Billing Basics)
  2. Review billing terminology
  3. Understand pre-paid vs post-paid

  4. Learn about credit limits

  5. Configure Customer Payment Settings (Customer Payment)

  6. Set payment type (pre-paid/post-paid)
  7. Configure credit limit
  8. Set currency

  9. Enable auto-payment if applicable

  10. Set Up Credit Control (Credit Control)

  11. Configure credit thresholds
  12. Set up alerts for low balance
  13. Define disconnection behavior

  14. Configure top-up options

  15. Enable Customer Alerts (Customer Alerts)

  16. Set balance warning thresholds
  17. Configure email notifications

  18. Set up SMS alerts if needed

  19. Configure Invoice Generation (Customer Invoices)

  20. Set invoice schedule (monthly, etc.)
  21. Customize invoice templates
  22. Configure automatic invoice sending

  23. Set payment terms

  24. Set Up Packages (Optional) (Customer Packages)

  25. Create service bundles
  26. Define package pricing

  27. Assign packages to customers

  28. Test Billing Flow

  29. Make test calls
  30. Verify CDR creation (Customer CDR)
  31. Check balance deduction

  32. Generate test invoice

  33. Monitor and Report (Reports)

  34. Set up custom reports (Custom Reports)
  35. Monitor revenue
  36. Track customer usage

Best Practices: - Set conservative credit limits initially - Enable low-balance alerts - Regular invoice reconciliation - Monitor for unusual usage patterns

5. Configuring IVR (Interactive Voice Response)

Time Required: 1-2 hours
Difficulty: Advanced
Prerequisites: Customer with Class 5 enabled, DID available

Workflow:

  1. Enable Class 5 Features (Customer Class 5)
  2. Navigate to Customer → [Customer Name] → Class5

  3. Enable Class 5 features for customer

  4. Assign DID (Customer DID)

  5. Navigate to Customer → DID
  6. Assign DID to customer

  7. Configure DID routing to IVR

  8. Create IVR Structure (Creating IVR)

  9. Go to Class 5 → IVR
  10. Click + to create new IVR
  11. Name the IVR

  12. Design menu structure:

    • Main menu
    • Sub-menus
    • Options/branches

  13. Configure IVR Options

  14. Set up menu prompts:
    • Upload audio files or use TTS
    • Configure keypresses (1-9, 0, *, #)

  15. Define actions for each option:

    • Forward to extension
    • Go to sub-menu
    • Play message
    • Hangup

  16. Advanced IVR with ConneXML (Optional) (ConneXML)

  17. Use ConneXML for complex logic
  18. Add conditional routing
  19. Integrate with external APIs

  20. Add database lookups

  21. Set Up Audio Files (Customer Audio)

  22. Record or generate prompts
  23. Upload audio files

  24. Test audio quality

  25. Configure Destinations

  26. Set up extensions
  27. Create groups (Creating Groups)

  28. Configure voicemail (Voicemail)

  29. Test IVR Flow

  30. Call the DID
  31. Navigate through menu options
  32. Verify all paths work
  33. Check audio quality

  34. Review Latest Calls

  35. Refine and Optimize

  36. Gather user feedback
  37. Adjust menu structure
  38. Update prompts
  39. Monitor usage in CDR

Common IVR Patterns: - Simple menu: Press 1 for sales, 2 for support, 3 for billing - Directory: Dial by name or extension - Callback queue: Offer callback instead of holding - Business hours: Route differently based on time

6. API Integration Setup

Time Required: 2-4 hours
Difficulty: Advanced
Prerequisites: Developer knowledge, API credentials

Workflow:

  1. Review API Documentation (API Overview)
  2. Understand RESTful API structure
  3. Review available endpoints

  4. Check authentication methods

  5. Generate API Credentials (API Integration)

  6. Navigate to Setup → Integrations → API
  7. Create API key
  8. Note API endpoint URL

  9. Save credentials securely

  10. Set Up JWT Authentication (Optional) (JWT Keys)

  11. Generate JWT refresh keys
  12. Configure token expiration

  13. Set up token refresh logic

  14. Test API Connection

  15. Use tools like Postman or curl
  16. Test authentication
  17. Make sample GET requests

  18. Verify responses

  19. Implement Common Operations

  20. Customer Management:
    • Create customer (POST)
    • Update customer (PUT)
    • Get customer details (GET)
  21. CDR Retrieval:
    • Query CDRs with filters
    • Export CDR data

  22. Balance Management:

    • Check customer balance
    • Add credit

  23. Error Handling

  24. Implement retry logic
  25. Handle rate limiting
  26. Log API errors

  27. Set up monitoring

  28. Use IDE for Testing (Optional) (IDE)

  29. Access ConnexCS IDE
  30. Test API calls directly
  31. Debug responses

  32. Create custom scripts

  33. Production Deployment

  34. Move from test to production credentials
  35. Implement security best practices
  36. Set up monitoring and alerts
  37. Document integration

API Use Cases: - Automated customer provisioning - Real-time balance monitoring - CDR exports for external billing - Custom reporting dashboards - Integration with CRM systems

Reference: Full API docs at https://api-docs.connexcs.com/

7. Custom Application Development (Apps Platform)

Time Required: 4-8 hours
Difficulty: Advanced
Prerequisites: JavaScript knowledge, Apps platform access

Workflow:

  1. Understand Apps Platform (Apps Introduction)
  2. Review architecture
  3. Understand components

  4. Check use cases (Use Cases)

  5. Access IDE (IDE)

  6. Navigate to IDE
  7. Familiarize with interface

  8. Review available tools

  9. Create New App (App Architecture)

  10. Click + to create app
  11. Name your application
  12. Set version

  13. Configure permissions

  14. Design UI with Page Builder (Page Builder)

  15. Use drag-and-drop interface
  16. Add components:
    • Forms
    • Tables
    • Buttons
    • Charts

  17. Configure layouts

  18. Add Database Integration (Optional) (Database)

  19. Create database schema
  20. Set up queries

  21. Connect to UI components

  22. Write Business Logic (Script Forge)

  23. Create JavaScript functions
  24. Handle form submissions
  25. Process data

  26. Call external APIs

  27. Use Query Builder (Optional) (Query Builder)

  28. Build complex queries
  29. Join multiple tables

  30. Add filters and sorting

  31. Configure Templates (Optional) (Templates)

  32. Create reusable components
  33. Define page templates

  34. Set up email templates

  35. Test Application

  36. Use IDE test environment
  37. Verify all functionality
  38. Test error handling

  39. Check performance

  40. Deploy Application

    • Publish app
    • Set permissions
    • Assign to users
    • Monitor usage

Common App Types: - Custom reporting dashboards - Automated provisioning forms - Customer self-service portals - Internal admin tools - Integration middleware

8. Setting Up Fraud Prevention

Time Required: 1-2 hours
Difficulty: Advanced
Prerequisites: System understanding, customer data

Workflow:

  1. Review Security Basics (Security)
  2. Understand security architecture
  3. Review common fraud patterns

  4. Learn prevention strategies

  5. Configure Firewall Rules (Firewall)

  6. Set up IP whitelist/blacklist
  7. Configure geographic restrictions

  8. Block suspicious IP ranges

  9. Set Up Fraud Profile (Fraud Profile)

  10. Navigate to Setup → Advanced → Fraud Profile

  11. Create fraud detection rules:

    • Call duration limits
    • CPS (Calls Per Second) limits
    • Destination restrictions
    • Time-based rules

  12. Configure Credit Control (Credit Control)

  13. Set conservative credit limits
  14. Enable real-time balance checks

  15. Configure auto-disconnect on zero balance

  16. Enable DNC Lists (DNC)

  17. Upload Do Not Call lists
  18. Configure FTC blocks

  19. Set up TCPA litigator protection

  20. Set Up Alerts (Customer Alerts)

  21. Configure fraud alerts:

    • Unusual call patterns
    • High CPS
    • Credit limit reached
    • Geographic anomalies

  22. Monitor Suspicious Activity

  23. Review Latest Calls regularly
  24. Check Statistics for anomalies

  25. Monitor CDR for patterns

  26. Use Spam Protection (Spam Protection)

  27. Enable Spam Scout Scoring
  28. Configure IPQS integration

  29. Set threshold levels

  30. Implement Channel Limits (Channel Limitations)

  31. Set maximum concurrent calls
  32. Configure per-customer limits

  33. Monitor channel usage

  34. Regular Review

    • Weekly fraud report review
    • Monthly security audit
    • Update fraud rules as needed

Red Flags to Monitor: - Sudden spike in calls - Unusual destinations (high-cost) - Short-duration calls (missed call traffic) - Calls outside business hours - Sequential number dialing

9. Configuring STIR/SHAKEN Compliance

Time Required: 2-3 hours
Difficulty: Advanced
Prerequisites: US traffic, STIR/SHAKEN certificate

Workflow:

  1. Understand Requirements (FCC STIR/SHAKEN)
  2. Review FCC regulations
  3. Understand attestation levels

  4. Check compliance deadlines

  5. Obtain Certificate (STIR/SHAKEN Cert)

  6. Navigate to Setup → Information → STIR/SHAKEN Cert
  7. Follow certificate acquisition process

  8. Upload certificate to system

  9. Configure CLI Settings (Customer CLI)

  10. Verify CLI format
  11. Enable CLI validation

  12. Configure P-Asserted-Identity

  13. Set Up Attestation

  14. Configure attestation level per customer
  15. Set default attestation policy

  16. Test attestation in calls

  17. Monitor Compliance

  18. Check call attestation in CDR
  19. Review rejection rates

  20. Monitor carrier feedback

  21. Troubleshooting

  22. Review Latest Calls for attestation issues
  23. Check Logging for STIR/SHAKEN errors
  24. Verify certificate validity

Attestation Levels: - A (Full): Complete control over number - B (Partial): Verified caller, may not control number - C (Gateway): Minimal verification

Quick Reference: Common Tasks

Adding a New Customer

  1. Management → Customer → +
  2. Fill basic info → Save
  3. Configure Auth → Configure Routing → Test

Checking Call Status

  1. Customer → Latest Calls or Global → Latest Calls
  2. Search by Call-ID, number, or time
  3. Click record → View details/SIP trace

Updating Rate Card

  1. Management → Rate Card → Select card
  2. Upload CSV or edit manually
  3. Verify changes → Save

Adding Credit to Customer

  1. Customer → [Name] → Payment
  2. Add Payment → Enter amount
  3. Add note → Save

Checking System Status

  1. Dashboard → View real-time stats
  2. Setup → Information → Jobs → Check background tasks
  3. System Status → Review service health

Workflow Categories

By User Role

Administrator: - Initial setup - Customer/carrier management - Billing configuration - System monitoring

Support Engineer: - Call troubleshooting - Quality analysis - Logging review - Customer assistance

Developer: - API integration - Custom app development - Script creation - Database queries

End User (Customer Portal): - View CDR - Check balance - Manage DIDs - Configure IVR

By Time Investment

Quick (< 30 min): - Add customer - Check call status - Update rate - Add credit

Medium (30 min - 2 hours): - Full customer setup - Troubleshoot calls - Configure billing - Set up IVR

Extended (2+ hours): - Initial platform setup - API integration - Custom app development - Complex routing

Getting Help

Note: All workflow time estimates assume familiarity with basic ConnexCS navigation. First-time users may require additional time.