Voice Service Configuration: Walkthrough
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After creating a voice service, you need to configure connections so calls can route, and assign DID numbers so the service can receive inbound calls. This walkthrough covers the full post-creation configuration.
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KB cross-check: Individual articles exist for Connection for Services, SIP End Point, Call Forwarding, Voicemail, and CLI/CLD Translation. Those articles cover the individual features well. This article provides the end-to-end sequence a customer should follow, which is currently missing from the KB.
How to get to the service config page
Sidebar → Services → Voice → click a service row → click Manage in the popup → you land on Service Settings
The left sidebar on the config page has three sections:
- Service Settings — plan, channels, advanced toggles
- Connections — SIP credentials and trunks
- Assigned DID — phone numbers on this service
1. Service Settings
Read-only information
4 of 4 rows
| Service Type | Voice |
| Service Name | Editable label for this service |
| Service Number | Internal Atom account number (e.g. 9990040000016) |
| Customer Name | The sub-customer this service belongs to |
Plan and Channels
5 of 5 rows
| Service Plan | Current plan. Click Change Plan to switch. |
| Plan Assigned Channels | Read-only. Channels included in the plan. |
| Additional Channels | Add extra concurrent call capacity here. Each channel = one more simultaneous call. |
| Total Channels | Plan channels + Additional channels. |
| Monthly Charges | Current monthly recurring charge. |
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Max CPS is different from Total Channels. Max CPS controls how many new calls can start per second, while Total Channels controls how many calls can be active at the same time.
Advanced Settings
12 of 12 rows
| Max CPS | Read-only. Shows the maximum number of new calls the service can start per second. Unlimited means no limit is configured. Unavailable means the value could not be retrieved. |
| Dial Format | E.164 (61xxxxxxxxx), Domestic (0xxxxxxxxx), or Domestic & Local (strips area code). Match to what your PBX sends or calls will fail to route. |
| Block Service | Immediately blocks all outbound calls. Use for suspended accounts. |
| Domestic Only | Restricts to Australian calls. International calls rejected. |
| CLI Masking | Strips caller ID so recipient sees Private Number. |
| Call Forwarding | Enables call forwarding configuration. When on, set the forward-to number. |
| Voicemail | Enable voicemail box. Set the notification email and PIN (dial *98 to retrieve). |
| CLI Translation (Default CLI) | Sets which assigned DID number appears as the outbound caller ID. |
| CLD Translation | Regex rule for transforming dialled numbers. Leave blank unless needed. |
| Max Session Time | Max call duration in ms (default 7200ms = 2 hours). |
| Generate Ring Back Tone | On = platform plays a ring tone to the caller. Turn on if callers hear silence. |
| Pass P-Asserted-Id | For SIP environments where PAI header is required for CLI presentation. |
2. Connections
Navigate to Connections in the left sidebar.
SIP Endpoint (username/password authentication)
Use this when your PBX registers to Atom’s SIP gateway (
sip3.atomcomm.com) using a username and password (standard SIP registration).4 of 4 rows
| Auth Name / Username | Read-only. This is the SIP username your PBX registers with. |
| VoIP Password | Set a strong password here. Enter it again to confirm. |
| Enable SIP Account | Must be ON to activate the registration. |
| Trust CLI | Recommended ON. If off and the CLI doesn’t match the SIP account name, calls are rejected with 403 error. |
SIP Outgoing Trunk (IP-based authentication for outbound)
Use this when your PBX sends calls from a fixed IP address without SIP registration.
3 of 3 rows
| Name | Descriptive name for this trunk (e.g. “Office PBX Outbound”). |
| IP Address | The IP address your PBX sends calls from. |
| Prefix | Optional technical prefix. If your PBX sends a prefix before the dialled number, enter it here so Atom can strip it. Leave blank if not used. |
SIP Incoming Trunk (for inbound DID routing)
Use this when you want inbound calls on a DID number to be delivered to a specific IP address (your PBX).
3 of 3 rows
| Name | Descriptive name (e.g. “Office PBX Inbound”). |
| Primary IP Address | Your PBX’s IP address. Atom sends inbound calls here. |
| Secondary IP Address | Backup IP. If the primary is unreachable, calls fail over here. |
Incoming SMS Webhook (Callback URL)
If this voice service’s DID numbers will receive SMS, enter a webhook URL here. Atom posts the inbound SMS payload to this URL.
V2 payload fields:
to, from, carrier, timestamp, type, message, id3. Assigned DID
Navigate to Assigned DID in the left sidebar.
This page lists all phone numbers assigned to this service. For each number you can:
Manage a number (click Manage):
- Edit label (add a friendly name to the DID)
- Change which connection (trunk) inbound calls route to
- View number details (type, status, allocation date)
- Move the DID to a different service
Bulk actions:
- Select multiple numbers → Move DID(s) to transfer them to another service
- Select multiple numbers → Add Label(s) to bulk-label them
Number status badges:
- New Number Request — recently allocated
- Number Porting Request — port in progress
- Awaiting Cutover — port approved, cutover scheduled
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Tip: After receiving new numbers, always go to the number’s Manage page and set the Connection to point to the correct SIP incoming trunk. Without this, inbound calls won’t arrive at your PBX.
Documented: April 2026 | Based on portal at atomic.atomtelecom.com.au