Yes. Brilo AI can answer and place calls using your existing DID numbers (Direct Inward Dialing) when you configure call routing or carrier forwarding to the Brilo AI platform. You can port numbers to your telephony provider and route them to Brilo AI, or configure carrier-level forwarding or SIP trunking to deliver calls into Brilo AI’s phone book for agent handling. Brilo AI supports inbound and outbound workflows tied to those numbers, with configurable routing, warm transfers, and failover options when you set up your telephony path. Speak with Brilo AI support for guidance on carrier settings and safe forwarding to avoid loops.

Can Brilo AI use my current phone numbers? — Yes. Brilo AI can accept calls on existing DIDs when routed or forwarded to our platform; porting is optional depending on your carrier strategy.

Can my existing DID be forwarded rather than ported? — Yes. Forwarding to Brilo AI’s inbound gateway or SIP trunk is a common option when you prefer to keep carrier control.

Can I keep my PSTN/SIP trunk provider? — Yes. When configured correctly, your SIP trunk or PSTN carrier can deliver calls to Brilo AI voice agents without changing your provider.

Enterprises ask about using existing DID numbers because migrating numbers can disrupt customers and regulatory records. Banking and healthcare organizations especially need continuity for phone numbers used on statements, patient communications, and call scripts. Buyers want to know whether Brilo AI requires number porting or if it can accept calls via carrier forwarding or SIP trunk integration, and what operational trade-offs each approach introduces.

When you route a DID to Brilo AI, incoming calls are delivered into the Brilo AI voice agent environment and mapped to an agent workflow or phone book entry. Brilo AI then executes configured IVR, caller qualification, or automated resolution before routing to a human if required. Typical delivery options include carrier-level forwarding to Brilo’s inbound gateway or sending calls through your SIP trunk to Brilo AI.

In Brilo AI, the phone book maps one or more DIDs to agent workflows, routing rules, and test numbers. Inbound routing is the rule set that determines which voice agent, skill, or human queue receives a call when a specific DID rings.

If you need validation about carrier-level forwarding or recovery options, Brilo AI documents system behavior and recovery patterns for carrier forwarding and call routing. See the Brilo AI system downtime and carrier-forwarding guidance in Next Step for details.

Related technical terms used: DID, Direct Inward Dialing, porting, number port, SIP trunk, PSTN, phone book, carrier forwarding.

In Brilo AI, DID portability is the operational process where a customer transfers (ports) a phone number from their current carrier to a destination carrier or service; porting is subject to carrier policies and may be recommended when you want full number control.

For recommended guardrails and recovery planning, review Brilo AI’s guidance on system downtime and carrier forwarding in Next Step.

Healthcare example

A clinic forwards its appointment line DID to Brilo AI overnight. Brilo AI answers, confirms appointment requests with the caller, and updates the clinic’s scheduling system. If the caller requests a medical decision or sensitive data that requires a clinician, the voice agent escalates the call to a human nurse line.

Banking / Financial services example

A bank retains its fraud hotline DIDs with its carrier but forwards inbound calls to Brilo AI during peak hours. Brilo AI performs caller authentication prompts, collects case details, and either completes routine holds or routes high-risk cases to a fraud analyst.

Insurance example

An insurer configures several regional DIDs into Brilo AI’s phone book, letting Brilo AI triage claims calls and create CRM cases before handing off to an adjuster.

These examples describe typical workflows. Consult your internal compliance and legal teams before changing routing for regulated calls.

Brilo AI voice agent handoff is workflow-driven. Typical handoff options include:

When you configure a DID in Brilo AI, you choose per-workflow escalation triggers (for example: confidence threshold, intent types, or caller request for a human). Brilo AI can pass structured metadata (caller details, conversation summary) at handoff so the human agent receives context immediately. If carrier forwarding or SIP trunking fails, Brilo AI can execute failover rules (voicemail, alternate DID routing, or human callback).

You are responsible for any carrier authorizations needed for forwarding or porting. If you need help validating carrier configurations, book time with Brilo AI support.

Using existing DIDs with Brilo AI preserves customer trust and continuity while unlocking automation. Typical operational outcomes:

These outcomes depend on call volume, routing quality, and integration completeness with your CRM or backend systems.

Can I forward multiple DIDs to a single Brilo AI workflow?

Yes. Brilo AI’s phone book allows mapping multiple DIDs to the same voice agent or routing workflow so regional numbers can share automation and escalation policies.

Do I have to port my numbers to use Brilo AI?

No. Porting is optional. Many customers use carrier-level forwarding or SIP trunking to deliver calls to Brilo AI while keeping their current carrier in place. Porting may be chosen later if you need full number control.

Will caller ID display correctly when calls are forwarded to Brilo AI?

Caller ID behavior depends on your carrier and signaling method. Brilo AI preserves inbound caller information when it is delivered by the carrier; if you need specific CNAM or presentation behaviors, validate with your carrier and Brilo AI during setup.

Can Brilo AI handle emergency or compliance-sensitive calls?

Brilo AI can execute routing and escalation for high-priority calls, but your organization remains responsible for regulatory compliance and emergency call handling policies. Review internal procedures before routing regulated traffic.

What if my carrier blocks forwarding to unknown endpoints?

Some carriers require preauthorization or specific call routing arrangements. Work with your carrier and Brilo AI support to provide allowed destination details or to implement SIP trunking.