How It Works: SIP Extensions, Call Flow & AI Agents

Here's a guide to understanding how calls are routed through the system and how the AI Agent handles them.

1. Setting Up Your SIP Extension

To get started, you'll need a SIP extension. If you're using a VOIP telephone provider, they will supply you with the extension details needed to connect your line.

2. Understanding the Call Flow

Once set up, here's what happens when a call comes in:

1. Incoming call arrives at your extension.
2. The extension routes the call to the AI Agent assigned to it.
3. The AI Agent loads information from the department assigned to that extension.
   • You can configure the system to point to a different agent or load a different department depending on your needs.
4. Each department has an action name attached to it (e.g., startchat, startstep, transfer).
5. Based on the action name, the AI Agent performs the corresponding task.

3. Forms

Forms let you collect information from callers, much like a form on a website. You can define custom fields to capture — for example, name, phone number, or email address.

Forms are also used to categorise data. For instance, you might set up a "Support Form" or "Credit Control Form" to collect information relevant to that specific type of inquiry.

4. Instructions & Actions

Instructions tell the AI what to do in a given situation. You define these as simple rules, for example:

• If a caller asks for the price of a TV, run:
  {action: price, productname: TV}
• If a caller wants to speak to a specific person (e.g., XYZ), run:
  {action: transfer, employeename: XYZ}

You can create and customise many different action types directly from the web interface.

There are two categories of actions:

• Chat Rule – added directly to the AI's prompt.
• Internal – used behind the scenes to manage call flow.

5. Key Features

Feature	Description
Appointment	Schedule time with a specific employee
Booking	Reserve or schedule a specific product
Credit Control	Automatically batch-calls contacts with unpaid invoices
Lead Generation	Automatically calls contacts and plays a marketing message
Work	Used to follow up on an existing call, booking, or appointment
Support	Provide support to existing customer.
Sales	Can answer sales enquiry, filter product and collect data.

6. Built-In CRM

The system includes a basic CRM, giving you the ability to:

• Manage appointments
• Manage bookings
• Create invoices
• Manage tasks