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Telephony Integration Overview

Telephony integration connects your AI agents to phone networks, enabling inbound and outbound calls. Proper setup ensures reliable call delivery, accurate caller ID, and seamless routing.

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1. Purpose of Telephony Integration

  • Enable AI agents to make and receive calls.
  • Support inbound routing and outbound dialing.
  • Integrate with CRM and knowledge bases for context-aware conversations.
  • Maintain call logs, recordings, and outcome tracking.

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2. Setting Up Telephony Integration

  1. Navigate to Telephony → Integration Settings.
  2. Choose a telephony provider or SIP trunk.
  3. Verify phone number ownership for outbound calls.
  4. Configure inbound call routing to AI agents or humans.
  5. Set caller ID, voicemail handling, and retry logic.
  6. Test the connection with sample inbound and outbound calls.

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3. Features Supported

  • Inbound call routing: Direct calls to the correct AI agent or department.
  • Outbound dialing: Automated calling with time windows and concurrency control.
  • Voicemail detection: AI agent handles voicemail or leaves a message.
  • Call recording & logging: Store audio, transcripts, and outcomes.
  • CRM & KB integration: Access lead data during calls for dynamic responses.

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4. Testing Telephony Integration

  • Make test calls to verify connectivity, voice quality, and routing.
  • Test inbound and outbound scenarios, including voicemail.
  • Confirm call recordings, transcripts, and outcome logging.

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5. Best Practices

  • Use dedicated numbers for campaigns to maintain brand consistency.
  • Regularly monitor call quality and connectivity.
  • Keep telephony credentials secure and update SIP/VOIP settings as needed.
  • Document integration settings for future troubleshooting.
A reliable telephony setup is essential for AI calling campaigns. Test thoroughly before launching live campaigns to ensure agents can handle calls smoothly.