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Voice AI

How to connect the voice agent to a phone number

In AI Agents › Voice AI, open the agent, go to Deploy › Phone, pick the number, choose whether it answers directly or only as backup, set the working hours and save. Then call the number to test it.

Updated on

Before you start

  • You need a Voice AI agent that's created and tested.
  • The number must already be on your account, in Settings › Phone System (an Elooo System phone system number, a number pool or a connected Twilio number). You can also buy a new one from the agent.
  • You need permission to edit voice agents and their deploy settings.
Where to find it

AI Agents › Voice AI › (your agent) › Deploy › Phone

Step by step

Assign the number

  1. Open AI Agents › Voice AI and click Agents.
  2. Click the agent that should answer calls.
  3. Open the Deploy tab.
  4. In the Phone section, under Numbers & number pool, pick the number (or number pool).
  5. If you don't have a number, click Buy new number, complete the purchase and choose to assign it to this agent.

Choose how it answers

  1. In Call Routing, choose:
    • Answer Calls Directly: the AI always answers;
    • Use as Backup: the AI only answers when the main path (your team) doesn't pick up.
  2. In Working Hours, choose All Hours or Custom Schedule and set the days and times the agent answers.
  3. Click Save. Unsaved changes don't apply to calls.

Keep calls from going to voicemail

  1. Open Settings › Phone System and go to the numbers tab.
  2. Click the three dots next to the number and then Edit Configuration.
  3. In the Call Forwarding tab, confirm that routing shows Voice AI.
  4. Lower the Timeout to 0–3 seconds and save.

Test

  1. Call the number from another phone.
  2. Confirm the right agent answers.
  3. If you set working hours, test outside those hours too.

Tips

  • For the AI to always answer, don't use the account's default number on the agent and don't turn on call forwarding for that number.
  • One agent can have several numbers. A number pool can be assigned to an agent.
  • Outbound AI calls made through automations have their own settings and don't depend only on this tab.

Common problems

  • I called and the AI didn't answer → Check the number in the Deploy tab, that you saved, that you're within working hours and that the number's routing in Phone System shows Voice AI.
  • The call goes to voicemail → When a call reaches voicemail it's marked as completed and the AI won't answer. Lower the number's timeout to 0–3 seconds.
  • The wrong agent answers → The number is assigned to another agent. Review each agent's Deploy tab.
  • The number isn't in the list → The number isn't on your account yet. Buy one with Buy new number or add it in Settings › Phone System.

Frequently asked questions

Can my team answer and the AI step in only when nobody picks up?

Yes. Choose Use as Backup in Call Routing.

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