Set Up Your First AI Agent on Any SIP PBX

Start a new agent

On the Resellers and Organizations page, click the organization name. On the Agents page that opens, click New Agent.

Pick a template

Pick the template that matches the agent’s job and click Select. This guide uses Receptionist Agent. Other options include Support Agent (CRM), Appointment Scheduler, Message Taker Agent, Blank Slate Agent, OpenTable Reservation Agent, Translator Agent and Outbound Calling Agent.

Fill in the agent details

Fill in the fields:

• Agent Name: the name the agent uses on calls. For example, Trudy.
• Company Name: used in greetings. It defaults to the organization name.
• Transfer Destinations (optional): who callers can be transferred to, one rule per line in plain English, as below.

If the caller asks for Joe transfer to sip:1001
If the caller asks for Mike transfer to sip:12127773456

Start every transfer number with sip:. It can be an extension (sip:1001) or a full phone number (sip:12127773456). For registered extensions, pbx: and ext: also work.

Click Create Agent.

Enable the agent

The agent is listed as Disabled. Click the Status toggle to enable it, then click Edit to open the agent.

Start a new registration

The agent opens on the SIP tab, which shows “No SIP Registration configured.” Click New Registration.

Enter the SIP details

Fill in the fields:

• SIP Domain: your SIP server domain.
• Username: the SIP username, usually the extension. For example, 3001.
• Auth Username (optional): only if it differs from Username.
• Password: the SIP password.
• Proxy (optional): the outbound proxy host, if your platform uses one.
• Use DNS SRV: turn on only if your server publishes DNS SRV records. This hides the Port field.
• Transport: UDP, TCP or TLS, to match your server.
• Port: usually 5060.
• DID, Destination User and SIP User-Agent (optional): only if your PBX administrator asks for them.

Verify the details

Click Verify to check the details. If a value is wrong, a red message appears under that field. Correct it and click Verify again.

Create the registration

When verification passes, click Create. Wait a couple of minutes, then click the refresh icon next to Status. It shows “Successfully registered”.

Basics

Open the Configure tab. Under Basics, fill in the fields:

• Name: the agent name.
• Description (optional): an internal note to tell agents apart. For example, Receptionist Agent.
• Timezone: the business’s local time zone. For example, America/New York.

Greeting

Under Greeting & Instructions, fill in the fields:

• Static greeting: the first thing callers hear. It is pre-filled from the organization name. Add any legal disclaimer or call recording notice here.
• AI personalized greeting (optional): greets known callers by name when the agent finds them in a connected CRM or system.
• Let callers interrupt the AI greeting (optional): lets callers talk over the greeting.

Agent instructions

Review Agent instructions. They are pre-filled from the template. Add or change instructions for this business, or click Improve with AI to have them rewritten.

Business information

Under Knowledge & Tools, give the agent information about the business:

• Google business listing: search for the business (at least 3 characters, adding the city helps) and pick it, or paste a Google Place ID. Useful for small businesses without a website.
• Reference links: website pages the agent reads, one URL per line.
• Live knowledge search (RAG) (optional): searches a knowledge base on every call. Knowledge bases are created from the organization’s Knowledgebase button.

Add this line to the Agent instructions so the agent uses those sources:

For questions about the company, check your internal knowledge base or any of the links available to you.

Functions

Under Functions, click Add function, then click Add next to each tool the agent needs: Webhook, Send Email During Call, Transfer to Agent, Slack Notification, Schedule, Listings Search or End of Call Action.

Transfers

Under Transfers, check the Transfer rules (rules entered when the agent was created are kept), make sure Call transfer is on, and set the options:

• Confirm before connecting: checks the destination can take the call, so callers do not land in voicemail.
• Keypad (DTMF) transfers: lets callers also dial the destination on their keypad.
• Ring time before giving up (seconds): how long a confirmed or web widget transfer rings before the agent gives up, 10 to 120. The default is 25. It shows while Confirm before connecting or Allow transfers from the web widget is on. When Warm transfer is on, it is in the warm transfer settings instead.
• Allow transfers from the web widget: lets the website version of the agent transfer calls.
• Transfer announcement: the agent announces each transfer. Leave Announcement text blank for the default line (“Please hold while I transfer your call”) or type your own.

Warm transfer (optional)

Turn on Warm transfer, so the agent briefs the person first and connects the caller only if they accept (by saying yes or pressing 1). See Warm Transfer for details. Fill in the fields:

• Warm transfer rules: which transfers should be warm. For example, “When transferring to customer service, first brief the destination about the subject of the call, then transfer to sip:8002”.
• Hand-off introduction (optional): what the agent says to the person receiving the call.
• Hold music (optional): click Upload file to add an MP3 or WAV of up to 4 MB.
• Pass through caller number: shows the caller’s number to the person receiving the call.
• Ring time before giving up (seconds): how long the destination rings before the agent takes the caller off hold, 10 to 120. The default is 25. The same setting applies to confirmed and web widget transfers.

Save

Language

Under Voice & Audio, set Language: English - US, Spanish - US, French - FR, or Multilingual if callers may use more than one language.

Voice

Set Voice (Katie is the default) and click Preview to hear it. For a multilingual agent, also set Spanish voice and/or French voice, which the agent switches to when the caller speaks that language. A French voice also needs a French variant: Canadian (fr-CA) or European (fr-FR). Adjust Speaking speed with the slider.

Pronunciations

Under Pronunciations, add any names the agent may say wrong. Enter the Word or name (for example, Colonel) and how it Sounds like (for example, KUR-nel), click Apply to generate the pronunciation, then click Add.

Filler while waiting

Under Sounds while talking, turn on Filler while waiting so the agent says a short phrase while it looks something up. Set Wait before speaking (for example, 1.5 seconds) and up to 10 Filler phrases, one per line.

Other sounds

Optionally, turn on Thinking sounds (for example, Keyboard Typing), Background audio (for example, Office Ambience at 30%) and Slower list reading. Leave Turn-taking timing at its default values unless you need to fine-tune how long the agent waits before replying.

Save

Call handling

Under Call Handling, set the options the business needs:

• Max concurrent calls: leave blank for unlimited.
• Detect automated callers: hangs up on robocallers and phone menus.
• End calls with echo politely: ends calls on lines the agent cannot understand.
• Detect mobile callers: checks whether the caller is on a mobile phone.

Recording and privacy

Under Recording & Privacy, turn on Record calls to keep recordings in Call Logs for a configurable amount of time. Turn on Redact personal info in transcripts for healthcare and other regulated businesses.

Where the law requires it, mention call recording in the static greeting.

Call summary email

Under After the Call, fill in the fields:

• Send to: the email addresses that receive a summary and transcript of every call, separated by commas.
• Include recording link: adds a link to the call recording. The link expires after 30 days.
• Email server: leave as the default, or choose the business’s own server.
• Summary instructions (optional): what every summary must include. For example, “Always include the customer’s account number as the first item.”
• Skip calls where the caller never spoke: on by default, so no summary email is sent when the caller said nothing. The call is still saved in call logs. Count keypad presses as a response keeps the summary when the caller only pressed keys.
• Skip calls shorter than (seconds) (optional): no summary email is sent for calls shorter than this, whether or not the caller spoke.

Models

Under Models, choose the Language model (LLM) (GPT-4.1 is the default) and the Speech-to-text model (Deepgram is the default; Cartesia is also available). The text-to-speech model follows the voice you chose.

The models offered here can be forced or limited for each organization in Feature Administration (see Unlock the features you need).

Save

Click Save changes. An “Agent updated successfully” message confirms the agent is ready to test.

Open the test playground

Open the Test Agent tab and click Launch Test Playground. A new browser tab opens.

Start a conversation

Click Start Conversation and allow microphone access.

Talk to the agent

Talk to the agent as a caller would. Check that it plays the greeting, then ask it to do real tasks, such as “Can you transfer me to Joe?”. The live transcript shows what the agent heard and said. Click End Session when you are done.

Open the Integrations tab

Open the Integrations tab. The available integrations are listed: Google Calendar, Outlook Calendar, Twilio SMS, TeamMate, Model Context Protocol (MCP) and Inject Agent on Web Page.

Add an MCP connection

To connect a system through MCP, click Model Context Protocol (MCP), click + next to Connections, then fill in the fields:

• Connection Name: a friendly name. For example, CRM.
• MCP Endpoint URL: the full URL of the MCP server.
• Transport Type: SSE or HTTP, to match the endpoint URL.
• Authentication Headers (optional): the JSON headers the server needs, such as an API key.
• Initialization Options (optional): leave as {} if not needed.

The connection details depend on the MCP server and are usually in its documentation. An AI assistant such as ChatGPT or Claude can help you fill them in.

Authentication headers are secrets. Do not show them in screenshots, recordings or chat.

Test and save the connection