How to Access the UC AI Assistant

The UC AI Voice Assist App is accessed through the Hosted PBX User Portal. You must have a UC AI Voice Assist subscription to link your Hosted PBX account for the UC AI Voice Assist functionality to be visible within your account.

Step 1: Log in to the Hosted PBX User Portal

Navigate to your Hosted PBX portal URL and sign in with your credentials.

Step 2: Open the AI Agents Module

From the portal home screen, click the AI Agents tile. This launches the UC AI Voice Assist App within the portal.

Navigation

Once inside the UC AI Voice Assist App, you will see the AI Agents interface with the following elements:

Key Capabilities

Creating a New Agent

Click the New button in the top-right corner of the agent list to launch the new agent wizard. The wizard guides you through setup in several steps.

Step 1: Choose Extension

Enter an unused extension from the range of dedicated 5-digit extension numbers reserved for AI Voice Assistent to assign to the new agent. This is the internal extension used to reach the agent within the phone system.

Step 2: Select Caller ID

Choose a Caller ID (DID) from the dropdown. This is the phone number that will appear as the Caller ID when the agent makes outbound calls. The dropdown is populated with available numbers from your account.

Step 3: Name and Notification Email

Enter an Agent Name: a descriptive name that identifies the agent's purpose (e.g., "Front Desk", "After Hours Support"). Then, enter a Notification Email where agent notifications will be sent.

Step 4: Choose a Template

Select from one of the ready-to-use agent templates to get started quickly. Each template comes pre-configured with instructions and functions suited to a specific use case:

• Receptionist Agent: Answers questions, screens calls, and transfers to appropriate destinations
• Appointment Scheduler: Schedules appointments and takes messages according to instructions
• Support Agent (CRM): Connects with Zendesk, Freshdesk, or MCP Server to handle customer support inquiries
• Blank Slate Agent: Start from scratch with a basic agent template
• Message Taker Agent: Answers questions and takes messages that are emailed with the full call transcript and recording

Step 5: Template Setup Wizard

After selecting a template, a guided wizard walks you through the key settings for that template type. The steps vary by template but typically include:

• Business name: Enter the name of your business so the agent can refer to it during calls
• Greeting: Customize what the agent says when it answers calls (a default greeting is pre-filled based on the template and your business name). This step can be skipped.
• Template-specific options: For example, the Receptionist Agent template asks whether to enable call transfers and shows available transfer destinations

Example For the Receptionist Agent Template

Business name: Enter the name of your business so the agent can refer to it during calls.
What should your agent say when it answers calls? Add this here or skip this step.
Enable Transfers: Would you like your agent to be able to transfer calls.
Transfer Destinations: Available Phone numbers and extensions that your agent can transfer calls to.

Transfer Destinations (Receptionist Agent)

If you selected the Receptionist Agent template and enabled transfers, this step shows the available transfer destinations. These are automatically populated from the Hosted PBX directory: any user with "announce in directory" set to Yes in the Hosted PBX portal will appear as a transfer destination. The transfer instructions are pre-generated in a format the agent can use (e.g., "If the caller wants to speak to John Smith, transfer the call to pbx:1234").

Additional notes on Call Routing 

Configure how your AI Assistant routes incoming calls to the right departments and team members. Set up routing rules based on caller requests to ensure every call reaches the appropriate person or team.

1. AI Assistant Number:
   • Select an available phone number to serve as the pilot number for this AI Assistant. 
   • Note: The number must appear in the Hosted PBX Number Inventory and be marked as "Available.”
   • Note: Your AI Assistant will have its own extension; the DID you assign it to will allow you to route calls to it. This pilot number can also be used within Hosted PBX Auto Attendant configurations and Time of Day Routing by using the pilot number destinations for the Option selections.
2. Call Routing:
   • Queues and Auto Attendants:
     • Enable the appropriate queues and auto attendants, then enter routing phrases the AI will use to recognize caller requests and direct calls accordingly - for example:
       • "Transfer me to Billing."
       • "I need Technical Support."
       • "Speak to a representative."
   • Individuals: Enable the users you want the AI Assistant to include as routing destinations.
   • Default Routing: If no routing match is identified based on caller intent, the AI will route the call to the default destination you select.

Finish

Click Finish to create the agent. A success confirmation will appear, and your new agent will be added to the agent list, ready to use.

Test the Agent

Click the Horn Icon to test the Agent. Click "Start Conversation." A conversation window opens, allowing you to interact with your new smart assistant. 

What to Test

• Greeting accuracy
• Knowledge responses
• Routing accuracy
• Pronunciation of names or departments
• Handling of unclear or unexpected requests