Handle inbound calls

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

Prerequisites

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

Import the number

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

Assign the number to an agent

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

1. In the navigation sidebar, select Phone Numbers.
2. Find the number you imported in the list.
3. Under the Associated Agent column, select Associate Agent.
4. In the Inbound Settings panel, use Assign to Agent to select the agent you want to associate with the number.
5. Configure the following options:
   • Enable transcript: Enable automatic call transcription.
   • Enable recording: Enable automatic call recording.
   • Hang-up Configuration
     • Max Call Duration (seconds) (required): Maximum length for a conversation.
     • Silence Timeout (seconds) (required): Call ends after this duration with no response.
     • End call on conversation end: Hang up when the conversation concludes naturally.
     • End call on silence: The call hangs up automatically if the user is silent for too long.
   • Transfer to human: Configure a phone number destination for call transfers. When enabled, configure the following:
     • Transfer destination: The phone number to transfer the call to. Select Enforce E.164 format to require the number to be entered in E.164 format.
     • Transfer criteria: Describe when calls should be transferred to a human. Select Show Example for a sample.
   • Post Call Analysis
     • Enable post-call analysis: Automatically extract structured outputs from calls according to business needs.
6. Select Save changes.

Next steps

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