Handle inbound calls

After configuring your Twilio SIP trunk for inbound calling, import your phone number into Agent Studio and associate it with an agent. Once set up, calls to your Twilio number are automatically routed to your agent.

• An active Agora account with Conversational AI enabled
• A published agent in Studio
• A Twilio phone number with Elastic SIP Trunk configured for inbound calling. See Set up SIP trunk.

Follow the steps in Import a phone number to add your Twilio number. After importing, Studio displays the Origination URI for your number. Copy this back to your Twilio SIP trunk. See Set up SIP trunk.

Follow these steps to associate the number with an agent and configure call handling.

1. In Agent Studio, navigate to Deploy → Phone Numbers
2. Find the number you imported in the list.
3. Under the Associated Agent column, click Associate Agent.
4. Under Inbound Settings, select an agent that you want to associate with the number.
5. Configure the following options:
   • Call Recording: Enable automatic call recording.
   • Call Transcript: Enable automatic call transcription.
   • Transfer to Number: Configure a phone number destination for call transfers.
     • Phone Number: The number to transfer the call to.
     • Description: A descriptive label to identify the transfer destination. For example, Customer support team.
   • Hang-up Configuration
     • End of Conversation: Whether to hang up when the conversation concludes naturally.
     • Max Call Duration (seconds): Maximum length for a conversation.
     • Silence Hangup: Whether to hang up automatically if the user is silent for too long.
     • Silence Timeout (seconds): If there is no response, the call ends after the timeout duration.
   • Post Call Analysis
     • Post Call Data Extraction: Enable automatic extraction of structured output from calls according to business needs.
6. Click Save.

• Call history: Review transcripts and outcomes for inbound calls
• Analytics: Monitor inbound call performance