Routing and forwarding
Routing determines when and by which path incoming calls reach your AI Agent. Only by integrating it into routing can the AI telephone assistant automatically answer and handle calls. Depending on whether you are already a sipgate customer or use an external phone system, the routing setup differs slightly.
Set up routing in the sipgate cloud phone system
If you use sipgate AI Agents with an existing sipgate account, the AI Agent is integrated directly into your existing routing. You can use all the familiar routing functions from sipgate.
Step by step: Integrate AI Agent into sipgate routing
Open routing
Log in to your sipgate account and open the routing in which the agent is to be used. This can be a personal routing, a group routing, or a newly created routing.
Set time period
Define when the routing should be active and forward calls to the AI Agent. Typical scenarios are:
Outside opening hours
When the team is absent
On public holidays or weekends
When the switchboard is overloaded
Forwarding to the AI Agent
Select "AI Agents" or the phone number of the desired agent as the forwarding destination.
Confirm forwarding
Confirm the forwarding to the agent.
Save and activate routing
After saving, calls are automatically forwarded to the AI Agent during the specified period. Alternatively, you can also specifically integrate the agent into a holiday routing or absence routing.
Set up routing without sipgate cloud phone system
You can also use sipgate AI Agents without the sipgate cloud phone system. In this case, you integrate the individual agent phone number into your existing phone system. This way, the AI telephone assistant handles calls that run through your current telephone system.
Step by step: Integrate AI Agent into external phone system
Configure AI Agent
First set up your sipgate AI Agent via the configuration page and define Playbooks, customer questions and further settings.
Find the agent's individual phone number
On the configuration page of your agent, you will find an individual phone number. Your agent is reachable at this number at all times.
Integrate phone number into your routing
Enter this phone number as the forwarding destination in your existing phone system. From this point on, your system forwards calls to the sipgate AI Agent, which then takes them over.
Important notes
Routing determines when callers reach the agent, not how the conversation is conducted.
The conversation logic is defined through conversation guidance, knowledge, and playbooks.
Changes to routing take effect immediately for future calls.
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