Configure agentic VOIP

Agentic VOIP enables collectors to make outbound calls directly from the Collections call processing page, with built-in call recording, forwarding, and AI-powered transcription and summarization. Use this article to configure your VOIP phone number and outbound calling settings.

Important: You must have a System Admin role to configure this feature.

Steps

Navigate to Settings.
Select System.
Select Phone Number. This is your central hub for all VOIP configuration.

Configuration Settings

Phone Number Selection

Select a phone number to display as your caller ID when making collection calls.

Note: For best results, choose a number with your local area code to help account contacts recognize calls as coming from a business in their area. Local area codes can improve answer rates.

Option	Description
Country	The country where your business is located - determines which phone numbers are available for your caller ID
Number Type	Local numbers match a specific area code. Toll-free numbers (for example, 800 numbers) work nationwide and allow free callbacks from account contacts.
Search Criteria	Search by area code or specific digits to find available numbers matching your preferences

Once you have selected your preferences, select Search to see available phone numbers that match your criteria.

Outbound Calling Configuration

Configure how your outbound calls are managed, including recording and forwarding options.

Option	Description
Call Recording	Automatically records all outbound calls. You can pause recording during any call. Useful for compliance and quality assurance.
Call Forwarding	Routes incoming calls to another number - helpful when account contacts call back the number shown on their caller ID.
Call Forwarding Number	The phone number where forwarded calls will ring. Consider using your main business line for consistency.

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