Routing and forwarding

Routing determines when and via which path incoming calls reach your AI Agent. The AI phone assistant can only automatically answer and process calls once it is integrated into routing. Depending on whether you are already a sipgate customer or use an external phone system, setting up routing differs slightly.

Set up routing in the sipgate cloud telephone 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 of sipgate's familiar routing functions.

Step by step: integrate AI Agent into sipgate routing

1

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.

2

Set time period

Specify when the routing should be active and forward calls to the AI Agent. Typical scenarios are:

• Outside business hours
• When the team is absent
• On public holidays or weekends
• When the phone system is overloaded

3

Forwarding to the AI Agent

Select "AI Agents" or the phone number of the desired agent as the forwarding destination.

4

Confirm forwarding

Confirm the forwarding to the agent.

5

Save and activate routing

After saving, calls will be 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 telephone system

You can also use sipgate AI Agents without the sipgate cloud telephone system. In this case, you integrate the agent's individual phone number into your existing telephone system. This allows the AI telephone assistant to handle calls that come in via your current telephone system.

Step by step: integrate AI Agent into an external telephone system

1

Configure AI Agent

First set up your sipgate AI Agent via the configuration page and define Playbooks, Customer questions and further settings.

2

Find the agent's individual phone number

On your agent's configuration page, you will find an individual phone number. Your agent can be reached at this number at any time.

3

Integrate phone number into your routing

Enter this phone number as the forwarding destination in your existing telephone system. From this point on, your system will forward 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 via conversation flow, knowledge, and playbooks.
• Changes to routing take effect immediately for future calls.