Copilot phone setup series: this is part 5 of 6.

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

Overview

A Voice Agent can answer the calls your team can't: after hours, or when no one picks up. Your phone system keeps ringing your team first, and only sends unanswered or closed-hours calls to the Voice Agent's number.

In this article, you'll learn how to:

• Get a phone number for your Voice Agent
• Send after-hours calls to it in RingCentral or Dialpad
• Send unanswered calls to it

Step 1: Get your Voice Agent's number

1. Build and test your Voice Agent first (see How to Set Up the Voice Agent and Testing Your Voice Agent).
2. In Copilot, go to Settings → Voice Setup → Inbound Calling and click + New Call Queue.
3. Name it for its job (for example, "Sales Voice Agent After Hours"), pick a number, and skip Queue Members.
4. Under Fallback Option, choose Call voice agent and select your Voice Agent. Add a Fallback Call Tag so you can report on these calls.
5. Set Project Creation if you want these calls to create projects, then Submit.

Full details: How to Connect a Voice Agent to a Phone Number.

Step 2: Send after-hours calls to the Voice Agent

RingCentral

1. Go to Phone System → Company → Company Call Handling.
2. Set your Business hours.
3. Add or edit the after-hours rule so calls go to the Voice Agent's number (an external number).

Dialpad

1. Open the Main Line or department and click Edit Call Routing.
2. Click Closed Hours Routing.
3. Choose No operator → To a team member / room phone / number and enter the Voice Agent's number.

Step 3: Send unanswered calls to the Voice Agent (optional)

RingCentral

1. Go to Phone System → Groups → Call Queues and open the queue your team answers.
2. Open Call Handling & Members, then the wait settings.
3. Under When maximum wait time is reached, send caller to, choose External Number and enter the Voice Agent's number. Save.

Dialpad

1. Open the department or contact center your team answers, then Edit Call Routing.
2. With Operators selected, set the Fallback Options to To a team member / room phone / number and enter the Voice Agent's number.

Best practices

• Give the Voice Agent its own Copilot call queue, separate from your Copilot sales queue.
• Start with after-hours calls only. Add unanswered daytime calls once you're happy with how the agent sounds.
• Keep wait times short enough that callers don't hang up before the Voice Agent answers.
• Tag Voice Agent calls with a Fallback Call Tag so your team can follow up and review them.

⚠️ Important Notes

• Dialpad requires its Customer Care team to allow routing to numbers outside Dialpad.
• Don't point the Voice Agent's queue back to your phone system. That creates a loop.

FAQ

Can the Voice Agent transfer a caller to my team?
Yes. See How to Set Up Call Transfers.

Can I send all calls to the Voice Agent during the day?
Yes. Point your main route at the Voice Agent's number. Most companies keep people first during open hours.

Next: Test and Troubleshoot Copilot Call Routing

Need Help?

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