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Sales hands over a new tenant: 25-user PBX, four DIDs, mainline number on a port-in from the previous carrier scheduled in two weeks. Until the port completes, the tenant gets temporary DIDs from the carrier so they can start using the system today. The provisioning team executes the full setup inside Studio. The support outcome is a working voice service and a customer who knows how to use it. Configure the agent to read the handoff, collect missing details, coordinate permitted provisioning actions and engineer tasks, request test results, and prepare the go-live response. Follow the support loop to make carrier, PBX, billing, and porting handoffs explicit.

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Systems involved

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Technical playbook

1

Pull the sales handoff

Copilot reads the HubSpot record: tenant name, billing contact, technical contact, requested number count, location, port-in details, target go-live date.
2

Reserve DIDs from the carrier

Through the Bandwidth connector, search and reserve four DIDs in the tenant’s local rate centre, plus one toll-free for the mainline. The reservation IDs come back and get stored on the tenant record.
3

Pre-stage the SBC trunk

SSH to the SBC. Copilot drafts a tenant trunk: registration credentials, codec list, DTMF mode, allowed source IPs (the tenant’s PBX), call-admission control limits matching the contracted concurrent calls. Stages, you review, push.
4

Provision in the PBX

Through the 3CX connector, create the tenant, add the four DIDs and the toll-free, configure inbound call routing to a placeholder receptionist extension, configure outbound rules through the new trunk.
5

Inbound test

From a Studio softphone (or via TestCallin), dial each DID. Copilot watches the SBC and the PBX logs to confirm the call routes correctly, audio is bidirectional, and the CDR captures clean.
6

Outbound test

Place a test outbound call to a verified test number. Confirm the carrier accepts, the caller ID presents correctly, and the call connects.
7

Set up billing

Through the Stripe connector, create the tenant subscription with the agreed tier, attach the billing contact, and set the first invoice date.
8

Schedule the port-in

File the port-in request through the carrier connector for the mainline number, with the LOA the customer signed. The port FOC date lands in the tenant record.
9

Welcome email

Copilot drafts a Gmail welcome: temporary DIDs, port-in expected date, PBX admin URL and credentials, dial plan, support contact, escalation path. Reviewed and sent.

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Support outcome

  • The tenant has a verified calling service and the agreed go-live information.
  • Carrier, SBC, PBX, and billing records match the completed and approved provisioning work.
  • Any pending port or failed validation remains a tracked support task with a clear owner.

Connectors and MCP

Bandwidth, Telnyx, 3CX, Stripe, and Gmail as Copilot tools.

Procedures

Tenant onboarding runbook with the tenant ID as the argument.