How does a phone call reach Clara?

Layer 1 (Crexendo Time Frames on the main number, clicked by Situs's admin): situs-phone-wiring-2026-10, "Asks for Situs's Crexendo admin" and "What Crexendo can do". The admin role is an add-on seat feature; if nobody at Situs holds it, Dani at Crexendo makes the change (open question 4 on that page).

Layer 2: config/elevenlabs-phone-numbers.json in propflowai, "Source of truth for which line exists in the workspace and which agent it rings. Auto-synced on push to main via .github/workflows/sync-phone-numbers.yml."

Layer 3: config/phone-registry.json plus src/lib/domain/properties/clara-line-loop.ts and src/lib/domain/escalation/loops-back-to-clara.ts.

Not a proxy: under option (a) "Daytime calls never touch us" (wiring page, Recommendation).

Crexendo: Eileen said "Crescendo" on the call (speech-to-text). The wiring page's verification pass concludes Crexendo is "very likely, confirmed only by Situs's invoice or the domain on Dani's email". Crexendo runs on NetSapiens.

Twilio and ElevenLabs: propflowai docs/architecture/multi-channel-architecture.md, "Voice (ElevenLabs + Twilio)": Twilio connects to ElevenLabs Conversational AI; ElevenLabs handles the call and calls our tools endpoint.

AppFolio: wiring page, Phase 2: "routine tickets go into AppFolio for Beryl". MCC: verification pass row "What the after-hours slot points at today": MCC is AppFolio's Maintenance Contact Center.

"The 24/7 maintenance number tenants are given, (720) 459-5986, is MCC's line and is hosted on Twilio (carrier lookup). MCC is AppFolio's Maintenance Contact Center … The main number's after-hours slot almost certainly forwards there now. When Eileen shows us the slot, expect that number; Phase 1 swaps it for Clara's." (wiring page, verification pass, Oct 13).

"Write down where the main number's after-hours calls go today. That is your undo." (setup steps, step 1).

Definitions follow the wiring page's "What Crexendo can do (sourced)" table: Time Frames (Always, Days of the Week, Specific Dates, Holidays, Custom; "does nothing until a number or user rule uses it"); User Answering Rules (Call Forwarding to voicemail, an outside number, or another user); Ring Group (per-user ring time, a Ring Timeout, then a next destination).

Everyday analogies are this deck's own teaching aids, not source claims.

SIP trunk: "Made for customer PBXs. Needs a portal flag; super-user and reseller scopes have it by default." Forward announcement: "Forwards play 'your call is now being forwarded' by default. It can be swapped for Music On Ring or ringback, but only in the Admin UI (a Crexendo support job)." Night Mode: "an Always time frame toggled from a phone key." (wiring page, Crexendo table). An Auto Attendant menu option can route to an external number (verification pass).

Caller ID: setup steps, "Asks for Dani": "does the original caller's number come through, or does (303) 789-3030 show? Clara needs the real caller's number to recognise residents."

Webhook: this deck's plain definition; slide 9 shows the three webhooks ElevenLabs calls on our side.

Layer 2 deploys on merge: scripts/sync-phone-numbers.ts, "Reassigning a line is a one-line edit to that file + PR + merge — not a manual EL PATCH", "sync — Import any declared-but-absent number, then PATCH … Runs on push to main."

Layer 3: loops-back-to-clara.ts is "the SAVE-TIME loop guard, shared by every door that stores a number Clara will ring"; clara-line-loop.ts guards the call-time transfer.

"If we go down: after-hours only" for option (a): wiring page comparison table.

Setup steps: "Time Frames → Add Time Frame. Make 'Office hours' (Days of the Week, Mountain time) and 'Holidays' (Holidays, recurring)" (KB 3883003, 3799671); "Inventory → (303) 789-3030 → Enable Time Frames: Yes. Office hours: leave the destination as it is today" (KB 3801235); "Holidays and Default slots: Treatment 'PSTN Number', Destination +1 (720) 740-4240 … The Default slot covers nights and weekends" (KB 3926840).

"Unmatched times fall to an automatic Default slot" and "Crexendo's own AI receptionist guide: Treatment 'PSTN Number', Destination = the AI's number" (wiring page, Crexendo table). "About 15 minutes": talk track and wiring page.

PSTN (public switched telephone network) is the ordinary phone network; the gloss is this deck's.

The binding: scripts/sync-phone-numbers.ts: a row's agent_id is "a BINDING … The sync PATCHes the live number until it rings that agent"; an "import": {"provider": "twilio"} block means "this number exists at the carrier but not in the ElevenLabs workspace; create it there on the next merge".

Situs's number: config/phone-registry.json, +17207404240: "in PropFlow's Twilio account (friendly name 'Situs Group — prod', bought 2026-09-30) with no voice or SMS webhook, not imported into ElevenLabs, and no property behind it". It is not yet a row in elevenlabs-phone-numbers.json.

Webhooks: routes src/app/api/voice/personalization (call start), /tools (mid-call tool calls), /call-ended (transcript). docs/architecture/multi-channel-architecture.md: "ElevenLabs makes tool calls to our /api/voice/tools endpoint during the call … When call ends, ElevenLabs sends a webhook with the full transcript."

clara-line-loop.ts: "Both now refuse the same three registry kinds: property-line, prototype, and customer-forwarded." "FAIL CLOSED … When the answer is no, the answer is NO NUMBER … An empty pm_phone_number is a state the prompts already handle ('someone will follow up', then end the call)."

loops-back-to-clara.ts: the save-time guard "shared by every door that stores a number Clara will ring: the call-routing card (catch-all line, ring lists) and the emergency on-call list."

Kind definitions: config/phone-registry.json _kinds. Situs's 720 number was reclassified to prototype on 2026-10-14; it graduates to property-line when wired.

Option rows, from the wiring page: (a) "office-hours slot unchanged, after-hours slot 'PSTN Number' → Clara's Twilio number"; (b) "Main number forwards 24/7 to Clara; our office-hours logic sends daytime callers back to a Situs number"; (c) "Crexendo sends calls over a SIP trunk to our stack instead of dialing a phone number".

Debrief, Federico: "forward the whole line, and we have logic that we just pick up certain times, or if there's something native on their phone line, that might be cleaner … Because the risk is, like, if we're down or something happens on our side, their whole phone line is down."

Column (a): "Extra delay: One forward, likely 1–3 s plus Crexendo's forward announcement unless it's swapped for ringback. Measure on the first test call." "Loop risk: None by design, as long as Clara's own transfers never dial the main line." "If we go down: After-hours only. Twilio fallback sends calls to a human line." "Our build: S." "Verdict: Phase 1." Under the table: "Gera's 5-second budget fits (a) comfortably."

The Twilio fallback to a human line is listed as a Phase 1 build item ("Situs Clara number + ElevenLabs agent + Twilio fallback to a human line"), so it exists once the number is wired, not today.

Column (b): "Night: same as (a). Day: two extra hops on every staff call, the delay Eileen refused." "High: the Western Slope shape. Safe only if 'back' is a number that doesn't forward to us." "Situs's daytime phones go down too." "Verdict: Fallback only if Situs can't edit time frames."

Under the table: "Fede's preference was (b), 'forward the whole line with our own business-hours logic.' It gives us control over hours, but daytime reliability then depends on us, Eileen's no-delay ask fails during the day, and it is the exact shape that looped at Western Slope."

Verdict changed Oct 14: Gera chose this shape as the next step after Phase 1 ("Nights Sat, build wrap now"). The "Next step" slides show the version being built: daytime calls ring a staff number at once instead of going back to a Situs number that could forward to us.

Debrief, Federico: "So one is forward the whole line, which is my preferred approach … And then have logic on our side that says, okay, it's business hours, I'll just forward back. But then … You just get into that infinite loop issue. That's what I'm afraid of."

Column (c): "Possibly a second faster than (a); unproven." "Low." "After-hours only." "Needs Crexendo support: SIP trunks are reseller/super-user scope." "Our build: L: new way into the call (SIP domain or trunk) in front of the ElevenLabs/Twilio path; SIP mode was ruled out in Sep ('no whisper', July incident)." "Verdict: Ask Dani, later."

Build list: "SIP way in · Later · L · Only if delay is still a complaint after the ringback swap." The "direct plugin" is Eileen's phrase, quoted on the wiring page.

Column (d): "Daytime ring group's no-answer destination ends at Clara's number." "Ring timeout (Situs picks) plus one forward." "Slow loop if Clara's 'talk to a person' dials the same ring group." "Missed calls only." "Verdict: Phase 2."

Phase 2 section: "daytime ring group → Ring Timeout (say 20–25 s) → a system user whose Answering Rule is 'Call Forwarding, Always' → Clara's number … Verify it in Situs's portal." "Hugo wants Clara to catch calls while agents are out at showings (Gera and Fede are cooler on it)."

Standup, Federico: "if no one answers the phone, you could route it to Clara and handle it … Like a missed call agent."

Every cell is a shortening of the wiring page's comparison table, except B's verdict: the wiring page says "Fallback only"; Gera chose B, with guards, as the step after Phase 1 on Oct 14. "Recording for training" row: (a) "Clara's calls recorded on our side; staff calls on Crexendo"; (b) "Everything passes through us"; (c) and (d) "Same as (a)".

Wiring page: "Western Slope forwarded its whole RingCentral main line to Clara (Sep 7 decision). Clara's 'something else' transfer pointed at that same main line. The main line forwarded straight back to Clara, so on Sep 22 three real calls bounced and dropped (calls CA765a4f88, CA14680d90)." Talk track and PR #19591 also say three.

Count discrepancy, stated plainly: the code's own history in clara-line-loop.ts logs two loop-backs by call ID on 2026-09-22 (15:28:21Z: Clara dialled the main line, 1 s later an inbound call hit Clara's line with ForwardedFrom = Clara's own number, caller heard "an application error has occurred"; 15:53:43Z: same, caller heard ringing then the call died). This deck uses "three" as the write-ups do and flags that only two are documented by call ID in the sources read.

Timeline: clara-line-loop.ts, 2026-09-19 ruling, 2026-09-21 forwarding turned on, 2026-09-22 loop.

Debrief, Gera proposed smart routing on our end ("if we've seen this before within the past … 20 seconds … now we absorb it"); Federico: "But that's not… that's on the telecom layer of the phone provider that you don't control, because they will blindly… if you set it up to always forward, no matter what … He'll come back, and then he'll forward. Come back, he'll forward."

Wiring page, verification pass: "Nothing public on NetSapiens loop detection or a forward hop limit. Assume none: the loop guard on our side stays the only protection." (searched cxdo.helpjuice.com and docs.ns-api.com, Oct 13).

Wiring page: "Fix 1 (Sep 22): a number the customer forwards into Clara is never a valid transfer target. Clara takes a message instead." "Fix 2 (propflowai #18002, Oct 8): the call-center leg and ring-list saves run through the same guard. A teammate whose number loops back is refused by name when saved." "Not built (part 2): the guard reads a hand-kept list of forwarded lines. It does not yet detect a forward from Twilio's ForwardedFrom."

loops-back-to-clara.ts: "the call-routing card (catch-all line, ring lists) and the emergency on-call list … refusing at save tells the person saving it instead."

Talk track, "What we've already done": "In progress: Clara's Situs number, (720) 740-4240, is ours. It is not connected to Clara yet; that is being wired now." "In progress: Situs's main line, (303) 789-3030, is being registered so Clara can never transfer a caller back to it." "Tested: Emergency on-call list: Gera, then Fede, as stand-ins until Situs sends its rotation. A live test proved both phones ring and get the texts." "Off: Situs's emergency switch. Fede turns it on."

Correction to the brief this deck was written from: the main-line loop guard, PR #19591 ("register Situs's main line as forwarding into Clara"), was OPEN, not merged, when checked on Oct 14. It is shown here as in review.

Bought date: config/phone-registry.json note on +17207404240.

All steps are from artifacts/situs-crexendo-setup-steps.html, the page meant for Eileen and Dani: "Stop here until Propflow says go. Clara's number is still being connected. Steps 1 and 2 change nothing; steps 4 and 5 switch routing, so do them together on our go."

Go-live test: "During the after-hours window, call (303) 789-3030 from a cell phone that is not a Situs line. Check: Clara answers, the delay is a few seconds at most, and you hear ringing, not a forwarding message. Propflow checks that the call shows your cell number, not the main number. Call once during office hours too."

The off switch: set the Default and Holidays slots back to step 1's notes, or press Night Mode.

Caller ID: setup steps, "Asks for Dani at Crexendo". Two numbers: wiring page open question 3, "What are the two other numbers that route to the main line, and should Clara cover them?", and "Not built (part 2) … So for Situs, (303) 789-3030 and the two numbers that route to it must be entered by hand." Office hours: open question 1, "Our hours must match Crexendo's to the minute, Mountain time." After-hours person: talk track question 4, "It must be a direct line, never the main number."

The decision: Gera, Oct 14: "Nights Sat, build wrap now." Phase 1 (Crexendo time-of-day routing to Clara for nights and weekends) starts Sat Oct 17; Clara first for every call is built dark in the meantime.

Why, in Situs's own meeting (Oct 13): Gera: "if we get to the point where every single call is forwarded to us first and we can record everything, then we will have the whole picture of what the human said on the transfer, what Clara said." Hugo (speaker inferred from the transcript): "working towards it being on full-time as the first answerer for everything." Eileen, on the staff lines (DIDs) Situs paid for: "I'll let you in, you can train your model on all of my raw data."

This is option (b), changed. The Oct 13 wiring page ranked (b) "Fallback only if Situs can't edit time frames", and slides 13 and 16 of this deck carried that verdict until Oct 14. Gera chose it as the step after Phase 1, with three guards: a staff number that does not forward back, the loop guard enforcing that, and Twilio's fallback to staff.

Eileen, Oct 13: "I wouldn't wanna like have a hitch where it's like taking a 3-second delay to like basically patch you back in. I'd rather have you … like a direct plugin to our Crescendo system so you can pull out all the files and you have all the raw data." ("Crescendo" is the speech-to-text spelling of Crexendo.)

Delay, one hop vs two: the wiring page's column (b) says "Day: two extra hops on every staff call", written for a design that sends the caller back to a Situs number. In this design our side rings a staff number at once with ringback only, which is one added leg: the forward into Clara's number. Likely 1–3 s (the wiring page's estimate for one forward); to be measured on a test call before anyone turns it on.

If we go down: column (b): "Situs's daytime phones go down too." Mitigation: Twilio's fallback to a human line, a Phase 1 build item on the wiring page ("Situs Clara number + ElevenLabs agent + Twilio fallback to a human line"). It runs at Twilio, so it covers our server failing, not a Twilio outage.

Loop: column (b): "Safe only if 'back' is a number that doesn't forward to us." The save-time loop guard (loops-back-to-clara.ts) refuses any number registered as forwarding into Clara; Situs's main line is being registered that way (PR #19591, still open on Oct 14), so once it merges the main line can never be the daytime number.

Recording notice: Colorado requires one party's consent to record a call. Whether to tell staff anyway is Situs's choice. Caller ID: whether the caller's own number shows on staff phones after our hop is unverified; check it on the test call.

Each line restates an earlier slide; see that slide's sources. Full research: docs.propflowai.co/a/situs-phone-wiring-2026-10. Talk track: /a/situs-kickoff-routing-talk-track. Customer-facing steps: /a/situs-crexendo-setup-steps.