Telephony and voice
Telephony is a small switchboard inside the project. A call comes in from the line, passes through routing nodes and reaches a Voice node that turns it into a conversation with an agent, or an extension for a person.
You connect the SIP provider's line, without replacing the telephone infrastructure.
A call goes where it should based on the number dialed, the caller and opening hours.
The Calls section lists calls by project.
The telephony nodes
| Node | Function |
|---|---|
| Phone line | SIP account at the provider or your own switchboard; calls come in and go out from here |
| Phone extension | Extension for a desk phone, softphone or browser |
| Call routing | Routes by number dialed and by caller |
| Opening hours | Routes based on days, hours and holidays |
| Phone menu | Keypad menu ("press 1 for…") with a synthesized message |
| Voice | Gives an agent a voice: listens, speaks, transfers and hangs up |
- Phone line
- Opening hours
- Call routing
- Phone menu
- Voice + agent
- Phone extension
The agent on the phone
- The agent sees a normal conversation plus a line saying who is calling. Callers whose number is in a member's profile are recognized.
- It can always end the call. Transfer is possible only to people in a phone book (name, number or extension, purpose); to external numbers only if explicitly allowed.
- Instructions should be written for speech: short sentences, no lists or Markdown.
- While a tool is working, the caller hears a filler.
- Transcription and speech synthesis are configured per organization.
Related pages
Channels: how people reach agents
Web app, Telegram, mailbox, phone, scheduler and MCP server: how they connect and how you control who can use them.
Recipes: ready-made patterns
Six ready-wired starting projects: Telegram assistant, web app, mailbox, receptionist, agent with code, team of agents.
Security
Roles, groups, credentials, enterprise sign-in and least privilege: how to protect an agent system.
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