Phone calls: proposed slice 2, pending Paul
No telephony implementation or number purchase is included. P51 Ops #45 remains the decision point for Paul's phone setup. Approval and ownership belong to Paul or Eric. Browser microphone/file capture is slice 1 and does not need a telephone provider.
Before implementation, Paul needs to choose whether calls use existing numbers (forwarding or porting) or new numbers; inbound, outbound or both; US/Canadian regions; browser/desktop answering or forwarding to phones; shared queues versus individual seats; recording purposes, retention and participant consent. Capture his answer on #45 before selecting a provider or provisioning numbers.
Provider comparison
Published pay-as-you-go USD rates checked 2026-10-10. Taxes, carrier fees, destinations, call legs and discounts change the total; these are rate-card components rather than a quote.
| Component | Twilio | Telnyx |
|---|---|---|
| US local number | $1.15/month | From $1/month |
| US outbound voice | $0.014/minute | Voice API $0.002/minute plus SIP trunking; advertised example trunk $0.005/minute |
| US inbound local voice | $0.0085/minute | Voice API $0.002/minute plus SIP trunking; advertised example trunk $0.0032/minute |
| Browser/app leg | $0.004/minute | $0.002/minute |
| Recording | $0.0025/minute | $0.002/minute |
| Recording storage | $0.0005/recorded minute/month in the first pricing band | $0 on the published Voice API card |
Twilio's Canadian local inbound and ordinary US/Canada outbound rates match the displayed rates above; some destinations differ (e.g. Yukon on the Canadian card). Check the exact destination and number inventory before quoting. Telnyx's trunk examples are not guaranteed rates for every US or Canadian destination. Two-leg forwarding and conferences can add charges. Transcription and summary spend remain additional to telephony.
Twilio is a reasonable candidate for a conventional browser phone/forwarding workflow. Telnyx is a candidate if its destination-level total and provisioning fit Paul's requirements. This is a design inference, not a selection. Compare an actual monthly call mix after #45 is answered.
Proposed integration after the decision
Use an org-owned provider account/connection and numbers. Store only sealed credentials through the existing integrations mechanism. Search available numbers, review the number's price and regulatory requirements, then purchase only after explicit spending authority. Twilio uses available-number search and IncomingPhoneNumbers provisioning; Telnyx requires search before a number order and may require regulatory groups/documents. Treat provisioning as pending until provider activation is confirmed. Porting is a separate plan with continuity and ownership checks.
Associate provider call IDs with org-private meetings, verify provider webhooks using that provider's documented signature rules, deduplicate events, and keep inbound recording access permission checked. The future recording pipeline should feed the slice-1 transcript/summary/approval workflow and the existing AI spend breaker. It must not auto-file tickets or update contacts from a telephone event. Do not expose phone controls while phone entitlement is disabled.
Recording consent
US federal 18 USC 2511(2)(d) allows a party or prior consent of one party, subject to the criminal/tortious-purpose exception. State laws can require consent of all participants: Washington RCW 9.73.030 is an example and also specifies that a recording announcement must itself be recorded when relying on its announcement provision. A federal one-party rule is not a nationwide permission.
Canada's Criminal Code 184(2)(a) includes consent of the originator or intended recipient. For commercial calls, this does not remove business privacy obligations. The Canadian Privacy Commissioner says organizations subject to PIPEDA should notify customers, state the recording purpose, obtain consent, provide appropriate alternatives, safeguard recordings and limit retention. Provincial and sector rules may also apply.
Design choice: obtain all participants' informed consent before recording, explain AI processing and ticket/CRM use, provide an unrecorded alternative, and record the announcement/consent where applicable. A checkbox by the GoodQA operator is an attestation, not proof that every remote participant consented. Establish the call's jurisdictions and have the actual policy reviewed before enabling phone recording. Do not build automatic location guesses into a consent bypass.
Grounding
GROUNDED: https://www.twilio.com/en-us/voice/pricing/us - US local number, voice legs, recording and storage component prices. GROUNDED: https://www.twilio.com/en-us/voice/pricing/ca - Canadian rate card and destination exceptions. GROUNDED: https://telnyx.com/pricing/voice-api - Voice API charge is additional to SIP trunking; recording and app-leg prices. GROUNDED: https://telnyx.com/pricing/numbers - local numbers start at $1/month; optional SMS/MMS capability has a separate charge. GROUNDED: https://www.twilio.com/docs/phone-numbers/api/incomingphonenumber-resource - available-number search and provisioning resources. GROUNDED: https://www.twilio.com/docs/phone-numbers/regulatory/faq - number provisioning can require regulatory documentation. GROUNDED: https://developers.telnyx.com/docs/numbers/phone-numbers/number-orders - search/order/regulatory review/activation workflow. GROUNDED: https://www.govinfo.gov/content/pkg/USCODE-2024-title18/html/USCODE-2024-title18-partI-chap119-sec2511.htm - official federal one-party provision; accessible 2024 codification, not a complete state-law survey. GROUNDED: https://app.leg.wa.gov/RCW/default.aspx?cite=9.73.030 - current Washington all-participant consent and recorded-announcement provisions. GROUNDED: https://laws-lois.justice.gc.ca/eng/acts/C-46/section-184.html - Canadian criminal-law consent exception. GROUNDED: https://www.priv.gc.ca/en/privacy-topics/surveillance/02_05_d_14/ - commercial-call notice, purpose, consent, alternatives and retention guidance, updated 2026-10-08.
Existing integration references
The existing ticket and CRM approval APIs are described in the API reference. Meeting capture routes use signed-in sessions; this design adds no phone APIs. Existing agent tools are in the MCP tool reference.
- Runbook: GoodQA operations. For the capture candidate, follow the release and QA procedure.