Routing and forwarding
Routing determines when and via which route incoming calls reach your AI Agent. Only by integrating it into routing can the AI phone assistant automatically answer and handle calls. Depending on whether you are already a sipgate customer or use an external phone system, the setup of routing differs slightly.
Set up routing in the sipgate cloud phone 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 the familiar sipgate routing functions.
Step by step: Integrate the AI Agent into sipgate routing
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.
Set the time period
Define when the routing should be active and forward calls to the AI Agent. Typical scenarios are:
Outside opening hours
When the team is absent
On public holidays or weekends
When the switchboard is overloaded
Forward to the AI Agent
Select "AI Agents" or the phone number of the desired agent as the forwarding destination.
Confirm forwarding
Confirm the forwarding to the agent.
Save and activate routing
After saving, calls will be forwarded automatically to the AI Agent during the specified period. Alternatively, you can also integrate the agent specifically into a holiday routing or absence routing.
Set up routing without the sipgate cloud phone system
You can also use sipgate AI Agents without the sipgate cloud phone system. In this case, you integrate the agent’s individual phone number into your existing phone system. This way, the AI phone assistant takes over calls that run through your current telephone system.
Step by step: Integrate the AI Agent into an external phone system
Configure AI Agent
First set up your sipgate AI Agent via the configuration page and define Playbooks, customer questions and other settings.
Find the agent’s individual phone number
On your agent’s configuration page, you will find an individual phone number. Your agent is reachable at this number at any time.
Integrate the phone number into your routing
Enter this phone number as the forwarding destination in your existing phone system. From that point on, your system will forward calls to the sipgate AI Agent, which will then take over.
Important notes
Routing determines when callers reach the agent, not how the conversation is conducted.
The conversation logic is defined through conversation guidance, knowledge, and playbooks.
Changes to routing take effect immediately for future calls.
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