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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)

    • Verify email address
    • Verify mobile number
    • Complete company information
    • Configure profile settings

  2. Configure Carrier (Carrier Setup)

    • Navigate to Management → Carrier
    • Click + to add new carrier
    • Enter carrier name and basic information
    • Configure authentication in Carrier Auth
    • Set up failover if needed (Carrier Failover)

  3. Create Provider Rate Card (Provider Rate Card)

    • Navigate to Management → Rate Card → Provider Rate Card
    • Upload carrier pricing or create manually
    • Test rate lookups

  4. Configure Customer (Customer Setup)

    • Navigate to Management → Customer
    • Click + to add new customer
    • Enter customer details
    • Configure authentication (Customer Auth)

  5. Create Customer Rate Card (Customer Rate Card)

    • Navigate to Management → Rate Card → Customer Rate Card
    • Create markup over provider rates
    • Test customer pricing

  6. Configure Routing (Customer Routing)

    • Go to Customer → Routing → Ingress Routing
    • Add new route
    • Select carrier and rate cards
    • Configure routing strategy

  7. Test Configuration (Circuit Test)

    • Use Circuit Test tool
    • Make test calls
    • Verify call flow in Latest Calls
    • 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)

    • Navigate to Customer → Latest Calls or Global → Latest Calls
    • Search by:
      • Call-ID (most precise)
      • Phone number (CLI or destination)
      • Time range
      • Customer name

  2. Review Call Details

    • Check call status (connected, failed, etc.)
    • Note disconnect reason code
    • Review call duration (if connected)

  3. Access SIP Trace (Logging)

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

  4. Check Authentication (if auth failures)

  5. Verify Routing Configuration (Customer Routing)

    • Check routing rules exist for destination
    • Verify rate card coverage
    • Check tech prefix (if used)
    • Review dial string restrictions

  6. Test with Circuit Test (Circuit Test)

    • Use Circuit Test for controlled testing
    • Compare results with actual calls

  7. Check Carrier Status

Resolution Paths:

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

    • One-way audio (can't hear caller/callee)
    • Choppy/robotic audio
    • Echo
    • Static or noise
    • Delayed audio (high latency)

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

    • Verify RTP proxy settings in routing
    • Check if using direct RTP vs proxied
    • Review RTP server selection (RTP Zones)

  3. Review Codec Configuration

    • Check allowed codecs in routing
    • Verify codec compatibility between endpoints
    • Consider transcoding if needed

  4. Test Network Quality

  5. Analyze NAT Issues (NAT Traversal)

    • Check if NAT is involved
    • Verify STUN/NAT traversal settings
    • Review firewall configurations

  6. Review Customer/Carrier Stats

  7. Adjust RTP Settings

    • Modify RTP proxy settings if needed
    • Change RTP zone if geography-related
    • 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)

    • Review billing terminology
    • Understand pre-paid vs post-paid
    • Learn about credit limits

  2. Configure Customer Payment Settings (Customer Payment)

    • Set payment type (pre-paid/post-paid)
    • Configure credit limit
    • Set currency
    • Enable auto-payment if applicable

  3. Set Up Credit Control (Credit Control)

    • Configure credit thresholds
    • Set up alerts for low balance
    • Define disconnection behavior
    • Configure top-up options

  4. Enable Customer Alerts (Customer Alerts)

    • Set balance warning thresholds
    • Configure email notifications
    • Set up SMS alerts if needed

  5. Configure Invoice Generation (Customer Invoices)

    • Set invoice schedule (monthly, etc.)
    • Customize invoice templates
    • Configure automatic invoice sending
    • Set payment terms

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

    • Create service bundles
    • Define package pricing
    • Assign packages to customers

  7. Test Billing Flow

    • Make test calls
    • Verify CDR creation (Customer CDR)
    • Check balance deduction
    • Generate test invoice

  8. Monitor and Report (Reports)

    • Set up custom reports (Custom Reports)
    • Monitor revenue
    • 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)

    • Navigate to Customer → [Customer Name] → Class5
    • Enable Class 5 features for customer

  2. Assign DID (Customer DID)

    • Navigate to Customer → DID
    • Assign DID to customer
    • Configure DID routing to IVR

  3. Create IVR Structure (Creating IVR)

    • Go to Class 5 → IVR
    • Click + to create new IVR

  4. Name the IVR

    • Design menu structure:
      • Main menu
      • Sub-menus
      • Options/branches

  5. Configure IVR Options

    • Set up menu prompts:
      • Upload audio files or use TTS
      • Configure keypresses (1-9, 0, *, #)
    • Define actions for each option:
      • Forward to extension
      • Go to sub-menu
      • Play message
      • Hangup

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

    • Use ConneXML for complex logic
    • Add conditional routing
    • Integrate with external APIs
    • Add database lookups

  7. Set Up Audio Files (Customer Audio)

    • Record or generate prompts
    • Upload audio files
    • Test audio quality

  8. Configure Destinations

  9. Test IVR Flow

    • Call the DID
    • Navigate through menu options
    • Verify all paths work
    • Check audio quality
    • Review Latest Calls

  10. Refine and Optimize

    • Gather user feedback
    • Adjust menu structure
    • Update prompts
    • 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)

    • Understand RESTful API structure
    • Review available endpoints
    • Check authentication methods

  2. Generate API Credentials (API Integration)

    • Navigate to Setup → Integrations → API
    • Create API key
    • Note API endpoint URL
    • Save credentials securely

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

    • Generate JWT refresh keys
    • Configure token expiration
    • Set up token refresh logic

  4. Test API Connection

    • Use tools like Postman or curl
    • Test authentication
    • Make sample GET requests
    • Verify responses

  5. Implement Common Operations

    • Customer Management:
      • Create customer (POST)
      • Update customer (PUT)
      • Get customer details (GET)
    • CDR Retrieval:
      • Query CDRs with filters
      • Export CDR data
    • Balance Management:
      • Check customer balance
      • Add credit

  6. Error Handling

    • Implement retry logic
    • Handle rate limiting
    • Log API errors
    • Set up monitoring

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

    • Access ConnexCS IDE
    • Test API calls directly
    • Debug responses
    • Create custom scripts

  8. Production Deployment

    • Move from test to production credentials
    • Implement security best practices
    • Set up monitoring and alerts
    • 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)

    • Review architecture
    • Understand components
    • Check use cases (Use Cases)

  2. Access IDE (IDE)

    • Navigate to IDE
    • Familiarize with interface
    • Review available tools

  3. Create New App (App Architecture)

    • Click + to create app
    • Name your application
    • Set version
    • Configure permissions

  4. Design UI with Page Builder (Page Builder)

    • Use drag-and-drop interface
    • Add components:
      • Forms
      • Tables
      • Buttons
      • Charts
    • Configure layouts

  5. Add Database Integration (Optional) (Database)

    • Create database schema
    • Set up queries
    • Connect to UI components

  6. Write Business Logic (Script Forge)

    • Create JavaScript functions
    • Handle form submissions
    • Process data
    • Call external APIs

  7. Use Query Builder (Optional) (Query Builder)

    • Build complex queries
    • Join multiple tables
    • Add filters and sorting

  8. Configure Templates (Optional) (Templates)

    • Create reusable components
    • Define page templates
    • Set up email templates

  9. Test Application

    • Use IDE test environment
    • Verify all functionality
    • Test error handling
    • Check performance

  10. 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

Building AI and App Workflows

Building an AI Agent (Call Automation)

Time Required: 1-2 hours
Difficulty: Advanced
Prerequisites: Class 5 AI Agent access, App Platform and PBX/DID routing configured

Workflow:

  1. Create or select an app in IDE (IDE)

    • Build an app or enable Anvil for AI-assisted UI creation
    • Add any ScriptForge functions or MCP tool integrations needed by the agent

  2. Create the AI Agent (AI Agent)

    • Navigate to Class 5 → AI Agent and click +
    • Enter Name, Company, App, Destination/Extension, PBX Server and Host
    • Configure Model, Prompt, Transcriber, TTS, and advanced settings
    • Save the AI Agent

  3. Route calls to the AI Agent

    • Assign a DID or extension to the agent destination
    • Configure inbound routing so calls reach the AI Agent

  4. Grant tool access and knowledge

    • Use the Tool Call Allow List to permit IDE/ScriptForge functions
    • Add a Knowledge Base if the agent should answer from indexed documents

  5. Test and refine

    • Place a live call to the AI Agent destination
    • Verify prompt flow, speech recognition, and response quality
    • Adjust prompts, task conditions, or transcriber settings as required

Reference: AI Agent

Building an IDE + MCP App

Time Required: 1-2 hours
Difficulty: Advanced
Prerequisites: App Platform access, MCP server or external integration details

Workflow:

  1. Open IDE (IDE)

    • Create a new application or open an existing one
    • Use Page Builder or the source editor to design the UI

  2. Add app logic

    • Create ScriptForge functions for backend actions
    • Connect to APIs, databases, or external services as needed

  3. Enable Anvil or MCP

    • Enable Anvil when you want AI-driven app creation or editing
    • Review MCP Info to register MCP servers and tool endpoints

  4. Test in preview

    • Use the app preview and AI chat interface for interactive testing
    • Validate user flows end to end

  5. Build and publish

    • Run the build process, publish the app, and activate the desired version

Reference: Anvil
Note: MCP enables external AI tools and workflows to augment app capabilities.

Deploying Contact Center

Time Required: 1-2 hours
Difficulty: Intermediate
Prerequisites: App Store access, contact center licensing and DIDs or extensions

Workflow:

  1. Install the Contact Center App (Contact Center)

    • Go to Setup → App Store and install the app

  2. Configure agents and queues

    • Add contact center agents, skills, and user profiles
    • Create queues, overflow rules, and service-level settings

  3. Assign routing and DIDs

    • Link DIDs or extensions to contact center queues
    • Configure inbound routing so calls enter the contact center flow

  4. Test agent workflows

    • Place test calls into the queue
    • Confirm calls reach a live agent or queue as expected
    • Verify wrap-up, transfer, and hold behavior

  5. Monitor contact center performance

    • Review contact center metrics, call logs, and agent status
    • Tune queue settings, agent load, and overflow routing

Reference: Contact Center Setup & Usage Guide

8. Setting Up Fraud Prevention

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

Workflow:

  1. Review Security Basics (Security)

    • Understand security architecture
    • Review common fraud patterns
    • Learn prevention strategies

  2. Configure Firewall Rules (Firewall)

    • Set up IP whitelist/blacklist
    • Configure geographic restrictions
    • Block suspicious IP ranges

  3. Set Up Fraud Profile (Fraud Profile)

    • Navigate to Setup → Advanced → Fraud Profile
    • Create fraud detection rules:
      • Call duration limits
      • CPS (Calls Per Second) limits
      • Destination restrictions
      • Time-based rules

  4. Configure Credit Control (Credit Control)

    • Set conservative credit limits
    • Enable real-time balance checks
    • Configure auto-disconnect on zero balance

  5. Enable DNC Lists (DNC)

    • Upload Do Not Call lists
    • Configure FTC blocks
    • Set up TCPA litigator protection

  6. Set Up Alerts (Customer Alerts)

    • Configure fraud alerts:
      • Unusual call patterns
      • High CPS
      • Credit limit reached
      • Geographic anomalies

  7. Monitor Suspicious Activity

  8. Use Spam Protection (Spam Protection)

    • Enable Spam Scout Scoring
    • Configure IPQS integration
    • Set threshold levels

  9. Implement Channel Limits (Channel Limitations)

    • Set maximum concurrent calls
    • Configure per-customer limits
    • Monitor channel usage

  10. 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)

    • Review FCC regulations
    • Understand attestation levels
    • Check compliance deadlines

  2. Obtain Certificate (STIR/SHAKEN Cert)

    • Navigate to Setup → Information → STIR/SHAKEN Cert
    • Follow certificate acquisition process
    • Upload certificate to system

  3. Configure CLI Settings (Customer CLI)

    • Verify CLI format
    • Enable CLI validation
    • Configure P-Asserted-Identity

  4. Set Up Attestation

    • Configure attestation level per customer
    • Set default attestation policy
    • Test attestation in calls

  5. Monitor Compliance

    • Check call attestation in CDR
    • Review rejection rates
    • Monitor carrier feedback

  6. Troubleshooting

    • Review Latest Calls for attestation issues
    • Check Logging for STIR/SHAKEN errors
    • 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 an AI Agent

  1. Class 5 → AI Agent → Create new agent
  2. Associate with Company, App, and Destination
  3. Configure prompts, transcriber, and tool access

Building an IDE/MCP App

  1. IDE → Create or open app
  2. Add Page Builder components or ScriptForge functions
  3. Test in preview and publish

Deploying Contact Center

  1. Setup → App Store → Install Contact Center
  2. Configure agents, queues, and routing
  3. Test live call handling

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 - AI Agent creation and MCP workflows

End User (Customer Portal): - View CDR - Check balance - Manage DIDs - Configure IVR - Access Contact Center or customer-facing Apps

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.