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Vonage Setup (Medium)

Vonage bills by the second and can be cheaper than Twilio outside the US, but the onboarding is more manual. Follow these steps to secure a number and connect it to Callgency AI.

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1. Log In and Fund the Account

  1. Visit dashboard.nexmo.com (same portal, simply re-branded as Vonage)
  2. Add a small balance - Vonage won’t let you request numbers on a £0 wallet
  3. Recommended: Start with $20-50 to cover initial testing

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2. Request a Phone Number

Unlike Twilio’s instant purchase, Vonage requires manual approval:
  1. In the left sidebar click Phone Numbers → Buy Numbers
  2. Choose the target country and search
  3. Click Request (not “Buy”)
  4. The portal creates a support ticket

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What Happens Next:

A Vonage rep will email you requesting supporting documents, usually:
  • Proof of business name and address (utility bill, lease, business registration, etc.)
  • Business registration ID (EIN for US, ABN for Australia, Companies House number for UK, etc.)
Email the files back. Approval typically lands within 24-48 hours. The number appears in your dashboard under My Numbers once approved and billed.

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3. Grab Your API Credentials

  1. From the top menu choose Settings → API Settings
  2. Copy the API Key and API Secret
Important: Keep these secure. Anyone with these credentials can make calls on your account.

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4. Connect Vonage to Callgency AI

  1. In Callgency AI open Settings → Company → Integrations
  2. Select Vonage
  3. Paste the API Key and API Secret
  4. Click Save
Your purchased numbers will populate in the list. Assign them as needed to voice agents.

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5. Things to Remember

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No Verified Caller IDs

Vonage doesn’t offer verified caller IDs like Twilio does. Calls will show the Vonage number you bought. Workaround: If you need number masking, consider pairing:
  • Vonage for cost-effective international calling
  • Twilio for SMS and caller ID masking

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No Native Voicemail Detection

Vonage doesn’t provide built-in voicemail detection. Callgency AI will rely on transcript-based logic to detect voicemails. What this means:
  • The agent listens for voicemail indicators (“Please leave a message…”)
  • May waste a few seconds before detecting voicemail
  • Still works, just less efficient than Twilio’s built-in detection

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SMS Not Linked to GoHighLevel

You’ll still need a Twilio or GHL-native number for texting if that matters to your client. Typical Setup:
  • Vonage: Voice calls
  • Twilio: SMS and text messaging
  • Both numbers can be from the same area code for consistency

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6. Testing Your Setup

  1. Make a test call to your mobile phone
  2. Verify:
    • Call connects and audio is clear
    • Per-second billing appears in Vonage dashboard
    • Call logs sync to Callgency AI
  3. Test different scenarios:
    • Short call (verify per-second billing)
    • Voicemail (verify detection works)
    • International call (if applicable)

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7. Cost Comparison

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Why Choose Vonage?

Per-Second Billing Example:
  • 30-second call on Twilio: Charges for 1 full minute
  • 30-second call on Vonage: Charges for 30 seconds
For international calls, this can add up to significant savings:
DestinationVonage (per min)Twilio (per min)Savings on 30s call
UK Mobile~2-3¢~4-5¢~50%
Australia~2-3¢~7¢~70%
Canada~1¢~1-2¢~30%

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8. Limitations to Consider

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Manual Onboarding Process

  • Requires document submission
  • 24-48 hour approval time
  • Not instant like Twilio

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Limited Integration Features

  • No GoHighLevel SMS
  • No verified caller IDs
  • No built-in voicemail detection

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When Vonage Makes Sense:

✅ International campaigns with high call volume
✅ Longer call durations (per-second billing advantage)
✅ Cost-sensitive clients
✅ When you don’t need number masking

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When to Use Twilio Instead:

❌ US-only campaigns
❌ Need instant setup
❌ Require caller ID masking
❌ Need GoHighLevel SMS integration

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Troubleshooting

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Numbers don’t appear in Callgency

  • Wait for approval email from Vonage
  • Verify the number is active in Vonage dashboard
  • Check that API credentials are correct

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Calls fail to connect

  • Verify account has sufficient balance
  • Check number has Voice capability enabled
  • Ensure target country is in your allowed destinations

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High costs despite per-second billing

  • Review actual call durations
  • Check for connection fees
  • Verify you’re calling the intended destination (international rates vary)

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Next Steps

Once your documents clear and the credentials sit in Callgency AI, your agents can dial through Vonage—paying only for the seconds they actually use.