Copilot phone setup series: this is part 1 of 6. Work through them in order the first time.

1. Before You Connect Copilot to Your Phone System (this article)
2. Set Up Copilot Phone Settings: Forwarding Numbers, Call Queues, and Outbound Calling
3. Connect Copilot to RingCentral
4. Connect Copilot to Dialpad
5. Send Missed or After-Hours Calls to a Voice Agent (RingCentral and Dialpad)
6. Test and Troubleshoot Copilot Call Routing

Overview

Copilot (sales.supermove.co) records, transcribes, and guides your sales calls live, and Voice Agents answer calls for you. Both work alongside the phone system you already use, such as RingCentral or Dialpad. You don't replace your phone system. You add one step to the path a call takes.

In this article, you'll learn:

• How a call reaches Copilot
• The one mistake that causes call loops
• What to gather before you start
• Best practices for a clean setup

How a call reaches Copilot

Every Copilot setup uses the same pattern: your phone system forwards the call out to a Supermove number, and Supermove forwards it back to a number in your phone system where your team answers. Because Copilot is part of the call path, it can listen and transcribe in real time.

In Copilot, the Supermove number belongs to a call queue (Settings → Voice Setup → Inbound Calling). The number it sends calls back to is that queue's fallback number.

Your phone system can send calls to Supermove in four common ways:

• Menu (IVR or auto-attendant): "Press 1 for sales" sends the caller to the Supermove number.
• Straight to a queue or department: no menu; the queue or department forwards to Supermove.
• Business hours rules: open hours go through Copilot; closed hours go to voicemail or a Voice Agent.
• Straight to one person: the main number rings one person's line, which forwards to Supermove.

The one rule that prevents call loops

There must be exactly one hop out to Supermove and one hop back. If the queue or department that Supermove sends the call back to is also set to forward calls to Supermove, the call bounces back and forth and never reaches a person.

Note: The fallback number should ring people directly. It must not forward back to Supermove.

What to gather before you start

• Admin access to your phone system (RingCentral Admin Portal or Dialpad Admin Settings) and to Copilot.
• Your call map: your main number(s), menu options, and which queue, department, or person each option rings, during open and closed hours.
• Who answers sales calls, and the direct number for each person (their own extension's phone number or cell phone).
• Which calls Copilot should cover. Most companies start with sales calls only, and leave billing or dispatch lines alone.
• Your Voice Agent plan (optional): which calls it should answer, such as after hours or when no one picks up.

Best practices

• Write down the path before you change anything. Draw each number from main line to the person who answers. Most problems come from a forward rule nobody remembered.
• Use one Copilot call queue per menu option or line, named for what it does (for example, "Main Line - Sales" or "Press 1 - Quotes"). This keeps reporting and troubleshooting simple.
• Point fallback numbers at a queue, department, or contact center with no forward rule.
• Use direct lines for team forwarding numbers, not shared queues. A shared queue can play hold music to your customer on outbound calls.
• Make changes outside busy hours, and test right away with a real call (see Test and Troubleshoot Copilot Call Routing).
• Change one thing at a time. If calls stop working, you'll know which change caused it.

⚠️ Important Notes

• Some phone systems are harder to use with Copilot. Google Voice can ask the person answering to press 1 on forwarded calls. If you use a provider other than RingCentral or Dialpad, reply to support before you start.
• Changes in your phone system take effect right away. Plan a quick test window.

FAQ

Do I need to port my phone numbers to Supermove?
No. Your numbers stay with your phone system. Supermove gives you new numbers for each Copilot call queue.

Will my customers notice anything?
They'll hear your normal greeting and menu. Copilot may play a recording notice before the call connects.

Can my team keep answering in the RingCentral or Dialpad app?
Yes. Calls come back to your phone system, so your team answers the way they do today.

Next: Set Up Copilot Phone Settings

Related articles: How Inbound Call Routing Works · How to Add New Team Members

Need Help?

Reply to your support conversation, or email help@supermove.com.