AI Phone Agents
Answer every call with a voice agent that follows your rules.
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Smart call transfer
From AI to the right person, without the caller dialling again
Some calls need a human. Your AI agent recognises when, and transfers the caller to the right desk phone, softphone or mobile, using the names your customers actually say: “billing”, “the manager”, “someone in sales”.
- Transfers to extensions and mobiles
- Rules written in plain English
- Fallbacks when nobody answers
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DashboardCall flowsFlows templateAI SuiteCRMAI call consentTelephony SuiteMy numbersPhonesQueueIVRRing-GroupConferenceGreetingAudio StoreCalls ReportReports
Phones › Who the AI can transfer toGive each phone the names callers actually use
101Reception · 101front desk, receptionist, bookingsSIP phone
104Billing · 104accounts, invoices, paymentsSIP phone
EXTSales manager+44 7700 ••• 431 · manager, commercial, new clientsExternal
EXTOn-call engineer+44 7700 ••• 562 · engineer, emergencies, call-outExternal
CallerCan I speak to someone about my invoice?
AI agentOf course. I’ll put you through to billing now.
Transferring to Billing · 104
How it decides
Transfers that follow your rules, not a guess
Three settings decide where a call goes. All of them are written in plain language, so anyone on your team can change them.
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1Allowed phones
Reception · 101Billing · 104Sales manager · mobileOn-call engineer · mobileIn the agent’s Connections step, tick the SIP phones and outside numbers it may transfer to. Nothing else is reachable.
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2Other names
Reception · other namesfront deskreceptionistbookingsGive each phone the words callers use. Quick picks like Sales manager or Support help you fill them in.
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3Your instructions
InstructionsBilling questions go to Billing. If there is a leak or no heating, put them straight through to the on-call engineer.
Say when to transfer, in plain words. Anyone on your team can change the rule later.
Examples
What callers say, and where the call goes
| Caller says | Why | Call goes to |
|---|---|---|
| “I have a question about my invoice.” | Instructions: billing questions go to Billing | Billing · phone 104 |
| “Is the manager around?” | Other names: manager, commercial | Sales manager · mobile |
| “Water is coming through my ceiling!” | Instructions: leaks go straight to the on-call engineer | On-call engineer · mobile |
| “I’d like to book a cleaning.” | The agent books it itself | No transfer |
Beyond the agent
Every call has a next step
Smart routing is not only about the AI. Each number, menu, queue and phone has a clear “what happens next”, so callers never hit a dead end.
Numbers
Send a number to an AI agent, IVR menu, ring group, queue, phone, conference, announcement or recording.
Ring groups and queues
Choose where calls go when nobody answers, including back to the AI agent.
Each phone
Separate destinations for no answer, busy and not available.
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DashboardCall flowsFlows templateAI SuiteCRMAI call consentTelephony SuiteMy numbersPhonesQueueIVRRing-GroupConferenceGreetingAudio StoreCalls ReportReports
My numbers › +44 20 3808 0142Main line · Active
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Where calls go
AI AssistantIVR MenuRing GroupQueuePhoneConferenceAnnouncementRecordingTerminate
AI agent
Front desk
Subscriptionday 12 of 30
Auto paymentrenews from balance one day before
Who can the AI agent transfer a call to?
To any SIP phone in your account (a desk phone or a softphone app) and to outside numbers such as a mobile or another office. For each agent you choose the list of phones it is allowed to use.
How does the agent know who to send the call to?
Each phone has a name plus “other names”: the words callers use, like “billing”, “accounts” or “the manager”. Your instructions add the rules, for example “transfer invoice questions to Billing”. The agent matches what the caller asks for with those names.
What if the person does not pick up?
Every SIP phone can have its own destinations for no answer, busy and unavailable. Send those calls to a colleague, a ring group, voicemail-style message taking by the AI agent, or anywhere else in your call flow.
Can the agent transfer to a ring group or a queue?
The agent transfers to individual phones. For whole teams, route your number through a ring group, queue or IVR menu, and use the agent as the destination when nobody answers. Both can live in the same call flow.
Does a transfer to a mobile cost extra?
Calls to outside numbers are billed like any other outbound call, from your prepaid balance. Transfers between phones inside your account are free.
Will my colleague know what the call is about?
The agent can tell the caller who it is transferring them to, and the transcript of the AI part of the call is saved and can be emailed to you straight away.
Put the right person on the line
Create a free account, list the phones your agent may use and write the transfer rules in plain words.