You don’t have to rebuild your telephony from scratch to modernize your contact center. Here’s how DaVinci Voice Toolkit gives you carrier freedom, and what that actually means in practice.
The Question Nobody Wants to Ask Their Vendor
When organizations start evaluating Salesforce Voice, Unified Routing, or Agentforce, there’s a question that tends to surface late in the process, usually after a few architecture calls:
Do we have to give up our existing carrier and phone numbers to make this work?
It’s a reasonable question, and the honest answer is: with the right architecture, no.
Most enterprise contact centers have years of investment in carrier relationships, SIP trunks, and Direct Inward Dial (DID) number inventories. Porting numbers takes time. Carrier contracts have terms. And rebuilding routing logic from scratch inside a new platform is rarely as clean as the migration guide suggests.
DaVinci Voice Toolkit is designed to solve exactly this problem. It acts as the control layer between your existing carrier infrastructure and wherever your calls need to go, including Salesforce Voice and/or Agentforce, without forcing you to abandon what you’ve already built.
What “Bring Your Own Carrier” Actually Means
Bring Your Own Carrier (BYOC) is the capability to connect your existing telephony infrastructure, your carrier, your SIP trunks, your Session Border Controller (SBC), to a destination platform, rather than provisioning everything natively through that platform’s own telephony services.
In a traditional contact center setup, the carrier, the routing logic, and the platform are often tightly coupled, sometimes by the same vendor. BYOC breaks that coupling. It separates the question of who delivers the call from the question of what platform handles it.
DaVinci applies this principle at the control layer. Rather than being a destination platform itself, DaVinci sits between your carrier and your business applications, including Salesforce Voice or Agentforce do all the uplifting to enable Salesforce Voice and Agentforce AI use cases. Your carrier keeps delivering calls. Your numbers stay where they are. What changes is what happens to those calls once they arrive.
How DaVinci Handles Carrier Integration: The SIP Layer
At the protocol level, DaVinci connects to your carrier infrastructure over SIP — the Session Initiation Protocol that voice systems use to set up, manage, and tear down calls.
Here’s how a typical call flow looks with DaVinci in the path:
- A call arrives at your carrier: from a customer dialing one of your existing DID numbers.
- Your carrier routes the call to your SBC: which handles security, media translation, and protocol normalization.
- Your SBC forwards the call to DaVinci over SIP: DaVinci receives the session and applies routing logic.
- DaVinci decides where the call goes: Salesforce, a CCaaS queue, an AI agent, a human routing path, or some combination, based on rules you control.
- The destination platform handles the call: with full context passed through, and your existing carrier and number infrastructure untouched throughout.
Because DaVinci is carrier-agnostic and SIP-native, it works with the infrastructure you already have. You’re not replacing your SBC, re-provisioning your trunks, or migrating your DID inventory. You’re adding a control layer that makes them smarter.
Keeping Your Numbers: Why It Matters More Than It Seems
Phone number portability is one of those migration risks that tends to be underestimated until it becomes a blocker.
DID numbers, the specific phone numbers your customers call, are often deeply embedded in business operations. They appear in marketing materials, IVR trees, customer records, and partner directories. Porting them to a new carrier or platform takes weeks, sometimes longer, and introduces risk of service interruption during the transition.
Beyond the mechanics, there’s often a contractual dimension. Many carrier agreements include terms around number ownership, porting notice periods, and early termination fees that aren’t always visible at the evaluation stage of a platform decision.
With DaVinci in place, your numbers stay with your carrier. You’re not porting anything. The DID inventory you’ve built over years continues to be delivered by the carrier you’ve contracted with, and DaVinci directs those calls wherever they need to go, including into Salesforce, to deliver the value add.
This is what carrier independence actually means in practice: the routing destination becomes a configuration decision, not a carrier migration.
Two Ways DaVinci Fits Into Your Architecture
Organizations deploying DaVinci tend to land in one of two models, depending on where they are in their contact center journey.
Alongside existing CCaaS — the satellite model
Your CCaaS platform stays in place. DaVinci is deployed as a layer above it, receiving calls from your SBC and directing calls to Salesforce before traffic gets escalated to your CCaaS. Some calls go to the CCaaS as before. Others get routed to Salesforce, to AI-assisted flows, or to other destinations, without the CCaaS being involved.
This model suits organizations that aren’t ready to exit their CCaaS but want to start leveraging Salesforce AI or Agentforce for specific call types, or want to reduce CCaaS licensing costs gradually by shifting volume elsewhere.
Direct from carrier to Salesforce — the lean model
Your carrier and SBC deliver calls through DaVinci directly into Salesforce. DaVinci handles all signaling, media coordination, and integration. The CCaaS footprint shrinks or disappears.
This model suits organizations further along in a modernization journey, or those starting fresh without an entrenched CCaaS investment to unwind.
Both models preserve your existing carrier and number infrastructure.
What This Enables with Salesforce
Once DaVinci is in the path, connecting into Salesforce becomes a routing decision rather than a platform migration. That distinction matters for a few specific scenarios:
Accessing Salesforce AI and Agentforce without a full platform shift.
Agentforce and Einstein AI live inside the Salesforce data model. DaVinci can direct voice into that ecosystem, for AI-assisted triage, agent assist, or full AI-handled calls, while other traffic continues through your existing infrastructure. You don’t have to commit everything to Salesforce to start using its AI capabilities.
Hybrid AI and human call handling.
You will have the flexibility to route calls through DaVinci based on call type, customer segment, or real-time conditions, sending some traffic to an Agentforce AI agent and others to a human queue.
Gradual CCaaS reduction.
As more call handling moves into Salesforce and AI-assisted flows, DaVinci gives you the mechanism to reduce CCaaS volume on a timeline you control, without a hard cutover that puts service continuity at risk.
Want to see what keeping your number looks like in your specific environment? Schedule time with our team and we’ll walk you through the options tailored to your migration path.
The Control Layer Principle
What makes DaVinci different from simply connecting your SIP trunk directly to Salesforce is that it separates call control from any single platform.
When call control lives inside your CCaaS or inside Salesforce, it’s subject to that platform’s capabilities, configuration model, and vendor roadmap. When call control lives in a dedicated layer, one that speaks SIP natively and orchestrates across platforms, it belongs to you.
That means choice of AI, media handling decisions, and integration behavior are expressed in one place, not scattered across platform configurations. It means you can change destinations without changing carriers. And it means your voice infrastructure doesn’t have to be rebuilt every time your platform strategy evolves.
Voice is increasingly a data layer, a source of interaction data that feeds AI models, CRM records, and operational analytics. The question isn’t just where calls land. It’s who controls the logic that decides where they go.
DaVinci Voice Toolkit gives organizations a practical path to bring-your-own-carrier capabilities without requiring a carrier migration or number porting event. Your SIP trunks, your SBC, and your DID inventory stay intact. DaVinci connects into that infrastructure and manages choice of AI, media handling, and integration into Salesforce or other systems from a neutral control layer.
The result is a voice architecture that isn’t owned by any single vendor, one that can route calls into Salesforce today, adapt as your platform mix evolves, and giving you flexibility to choose your carrier relationships and number inventory exactly where they are.
