Call Routing Setup
Decide how calls reach your AI receptionist and what happens when a caller needs a human. This is Step 3 of your setup — takes about 5 minutes.
Choose Your Routing Option
Share your new AI phone number as your primary business line. Update your Google Maps listing, website, social profiles, and any directories where your number appears.
Best for: new businesses with no established client base.
Keep your existing number and set up call forwarding to the AI number. Clients keep calling the same number they always have — the AI answers transparently.
Best for: established businesses. No listings to update.
If You Choose Option B — Pick a Forwarding Type
Every call routes directly to the AI the moment it comes in. Your staff never see it ring. Best if you want the AI to handle all inbound calls without exception.
Your phone rings first. If no one picks up within 4–5 rings, the call forwards to the AI instead of going to voicemail. Good if you prefer to answer personally when you're available and let the AI catch the rest.
How to set it up — common providers
| Provider | Where to Set It |
|---|---|
| Rogers / Bell | My Account portal → Phone → Call Forwarding → "Forward on No Answer" (overflow) or "Forward All Calls" (unconditional) |
| Telus | MyTELUS app → Manage → Call Forwarding |
| RingCentral | Admin Portal → Phone System → Users → [User] → Call Handling & Forwarding |
| Vonage / 8x8 / other VoIP | Admin console → Users → Call Forwarding rules. Contact your provider if you cannot locate it. |
| Mobile carrier (Rogers, Bell, Telus cell) | Dial *21*[AI number]# (unconditional) or *61*[AI number]# (no-answer) directly from the phone. To cancel: #21# or #61#. |
Set Your Escalation Number
The escalation number is the direct line the AI dials when a caller asks to speak to a human, or when the AI cannot help (e.g. an urgent request, an unrecognised query, or a manual transfer).
Where to add it
In your Portal, go to Business Setup → Locations and fill in the "Escalation Number" field for each location. Use the full number including country code.
If you have multiple locations, each can have a different escalation number — e.g. the front desk direct line for each branch.
What happens if no escalation number is set
The AI will play a polite closing message and end the call. No transfer is attempted. We recommend always setting an escalation number so callers are never left without a path to a human.
If you are forwarding your main business number to the AI, the escalation number must be a different direct line — such as a staff mobile or a back-office extension. Do not enter the same number you are forwarding from. If you do, a transferred call will forward back to the AI, which will transfer again, and so on indefinitely.
When Does the AI Transfer a Call?
- The caller explicitly asks to speak to a human ("Can I speak to someone?", "Transfer me please")
- The caller is on your Call Screening list with action set to Handoff to Human
- The AI hits its maximum call duration or conversation turn limit
- The system is in Safe Mode (bypass all AI, route directly to escalation)
- The AI encounters an unrecoverable error during the conversation