When implementing Voice AI in your business, understanding how the inbound call flow operates is crucial for maximizing the efficiency of the AI system. There are various configurations for how and when the Voice AI Agent will engage with incoming calls. By customizing the settings based on your needs, you can ensure that the Voice AI Agent efficiently handles calls, even during periods when you are unavailable. 

Voice AI Without Call Forwarding

📌Note: If you are not utilizing call forwarding and have set up Voice AI agents, the AI will always pick up incoming calls, unless the phone number assigned to the AI Agent is your default number.

In situations where you are frequently unavailable to answer calls, directing inbound calls to your Voice AI Agent can be highly beneficial. The AI Agent acts as a virtual assistant, answering calls, gathering customer information, and managing leads for future follow-up. This ensures that no calls go unanswered, even when you're occupied.

To configure your Voice AI call flow so that the AI Agent always picks up inbound calls:

• Ensure that your default account phone number is not assigned to your AI Agent. 

To do so, navigate to the Voice AI Agent section in your account, then view the number displayed in the phone column of the relevant Agent.

If the number displayed is your default number, open the actions menu by clicking the three dots associated with the agent, then select the edit option.

Switch to the Phone & Availability tab, then choose another number from the Phone Number dropdown. Save your changes once confirmed.

• Avoid assigning call forwarding to the phone number linked to your AI Agent.

Verify the phone number linked to the agent, then head to the Phone Numbers settings. Review the "Forwarding Number" column to determine if call forwarding has been enabled. If no number is listed, it indicates that call forwarding has not been assigned.

If a number is displayed, click the option to edit its configuration.

Remove the Forwarding Number, then Save.

By following these steps, your Voice AI Agent will automatically handle incoming calls, freeing up your time to focus on other tasks.

Voice AI With Call Forwarding

If you are using call forwarding to route inbound calls to your office or mobile phone, you will need to make some adjustments to ensure that your Voice AI Agent continues to handle calls when you are unavailable.

To configure your Voice AI call flow for handling missed calls:

• Assign your default account phone number to your AI Agent.

To do so, first ensure that you have chosen a default number, then navigate to the Voice AI Agent section in your account. View the number displayed in the phone column of the relevant Agent.

If the number is not the default number, open the actions menu by clicking the three dots associated with the agent, then select the edit option.

Switch to the Phone & Availability tab, then choose the default number from the Phone Number dropdown. Save your changes once confirmed.

• Enable call forwarding for the phone number assigned to your AI Agent.

Head to the Phone Numbers settings section and review the "Forwarding Number" column to determine if call forwarding has been enabled. If no number is listed, it indicates that call forwarding has not been assigned.

If no number is displayed, click the option to edit its configuration.

Assign a Forwarding Number, then Save.

📌Note: Regardless of the configuration you choose, it is recommended to shorten the "Inbound Call Timeout" period. This will prevent callers from reaching your local voicemail, ensuring that the Voice AI Agent can take over the call before it’s marked as "completed."

If the caller reaches your voicemail, the system will classify the call as completed, and the Voice AI Agent will not engage.

Whether you choose to route calls directly to your Voice AI Agent or use call forwarding, adjusting your settings to align with your workflow will help you maximize the system’s capabilities. By carefully considering your preferred setup, you can optimize call handling and improve customer interaction, even when you're not available to answer the phone directly.