Getting Started with DoubleTick Telephony

This article walks you through the complete process of activating DoubleTick Telephony for your organisation — from deciding how many channels you need to making your first call.

Step 1 — Decide how many channels you need

Start by estimating your peak concurrency — the maximum number of agents you expect to be on calls at the same time. Use this formula to calculate how many TATA channels to purchase:

Maximum simultaneous agents on calls × 2 = channels to purchase

If you are unsure, speak to your DoubleTick account manager before moving to the next step. Getting this number right upfront avoids the need to purchase additional channels later.

Step 2 — Gather your KYC documents

To procure TATA channels, a one-time KYC (Know Your Customer) verification is required by TATA. You will need to submit the following documents:

1. Incorporation Certificate or MSME Gumastha

2. GST Certificate

3. Company PAN Card

4. Signatory Person's ID Proof, Email ID, and Contact Number

5. Authorization Letter or BOR — only required if the company Director is not signing the documents

6. Company Address Proof

7. Aadhaar Card for KYC verification

Important — Aadhaar card limit: One Aadhaar card can be used to set up a maximum of 5 TATA channels. If you need more than 5 channels, you will need additional Aadhaar cards — one for every 5 channels. Please arrange these in advance to avoid delays during the KYC process.

Step 3 — Submit documents to your account manager

Share all documents with your DoubleTick account manager. Our team will handle the entire coordination with TATA on your behalf. You do not need to contact TATA directly at any point.

Step 4 — Wait for activation

Once TATA processes your KYC and the channels are procured, our team will set up your DoubleTick PSTN channel and activate everything from the backend. You will be notified as soon as your account is ready.

Step 5 — Start making calls

Once activated, your agents will see the call option inside DoubleTick. They can begin making Click-to-Call calls immediately from desktop or mobile. No additional setup is required on the agent's end beyond having their phone number saved in their DoubleTick profile.

How long does setup take?

Setup time depends on how quickly documents are submitted and TATA's processing timeline. To avoid delays, ensure all required documents — including the correct number of Aadhaar cards — are ready before submission. Your account manager will keep you updated throughout the process.