Phone Customer Service (Call Center)

Connect your phone lines to an AI assistant: configure SIP trunks and phone numbers, assign an AI assistant to answer calls, and use call history to view records and hang up active calls.

Call Center lets AI assistants answer phone calls directly. Connect SIP lines from your carrier or your own PBX (private branch exchange) to MaiAgent, then assign an AI assistant to each number. When a customer calls that number, the AI assistant responds by voice in real time, and the speech during the call is recorded as text in the conversation. This page is for administrators who configure phone lines and support managers who need to review calls.

For how an AI assistant speaks (voice mode, voice selection, and interruption controls), see Voice Agent. For use cases such as IVR, call summaries, and quality reviews, see Voice Support.

How It Works

A customer calls the Acme support hotline
   → The carrier / PBX sends the incoming call to MaiAgent through a SIP trunk
   → The dialed number identifies the assigned AI assistant, which answers by voice
   → The call ends: a record is saved in call history, and a transcript is saved in the conversation

A SIP trunk is a phone line that stores the carrier's connection credentials (inbound authentication and outbound address). Numbers belong to a trunk and determine which AI assistant answers. Numbers on the same trunk share credentials and synchronization status.

Prerequisites

What You Need	Description	Who Handles It
Call Center enabled for your organization	Once enabled, Call Center appears in the left menu and is also listed under Advanced Features in the Organization Overview	Contact your MaiAgent representative
MaiAgent's SIP server address	The address to which your carrier or PBX sends incoming calls, provided by MaiAgent	Contact your MaiAgent representative
SIP line	Provided by your carrier or your own PBX. Incoming calls must support authentication using a SIP username and password or a fixed source IP. To let AI make outbound calls, you also need the carrier's SIP endpoint (for example, sip.carrier.com:5060) and outbound credentials	Your company's IT team / carrier
Phone number	E.164 format (for example, [phone]) or a SIP user part, up to 32 characters. Digits, letters, and + * # . _ - are allowed	Your company
AI assistant with voice enabled	In the AI assistant settings, turn on Enable Voice Agent under Voice Agent Settings and complete the voice configuration	Administrator

Who Can Use It

Call Center uses role permissions to control access. See Role and Permission Management for configuration. Organization owners can use all features.

Permission	What It Allows
Call Center Permission	Displays Call Center in the left menu; the parent permission for the two permissions below
Call History	Opens Call History to view call records and hang up active calls
Inbound Call Settings	Opens SIP Trunks and Number Management to add, edit, and delete lines and numbers, and initiate outbound tests

These permissions do not appear in role permission settings until Call Center is enabled for the organization. Opening a conversation from call history takes you to the All Conversations page, which also requires All Conversations Permission.

Where to Find It

Click Call Center in the left menu. It contains three pages (shown according to your permissions): Call History, SIP Trunks, and Number Management.

Setup Flow

1

Add a SIP Trunk

Go to SIP Trunks to create a line and enter the inbound authentication method. If you need outbound calls, fill in the outbound settings as well. See SIP Trunks below.

2

Add a Number and Assign an AI Assistant

Go to Number Management to add a number, then select its trunk and the AI assistant that will answer calls. See Number Management below.

3

Wait for Synchronization

After you save, the system synchronizes the settings to the voice server in the background, and the page updates automatically. Incoming calls can be answered once Sync Status changes from Syncing to Synced.

4

Make a Test Call

Call the number from a mobile phone to confirm that the AI assistant answers, then go to Call History to confirm that a record appears for the call.

SIP Trunks

Click Add Trunk in the upper right, fill in the Add SIP Trunk dialog, then click Save:

Field	Description
Name	Required. Identifies the line, for example, “Acme Headquarters Line”
Media Encryption	Encryption policy for call audio: Disabled (unencrypted RTP only), Allowed (encrypt if the other party supports it; otherwise use unencrypted audio) (default), or Required (always encrypt; reject calls if unsupported)
Authentication Username, Authentication Password	Under Inbound Security Settings: SIP credentials used by the carrier or PBX when sending incoming calls
Allowed Source Addresses	Under Inbound Security Settings: IP addresses or CIDR ranges allowed to send incoming calls (for example, 192.0.2.10/32). Press Enter after entering each address to add it
Enable Outbound Calls	Under Outbound Settings. Off by default (the trunk only receives incoming calls); enabling it displays the fields below
Outbound Address	Required when outbound calls are enabled. The carrier's SIP endpoint
Outbound Transport Protocol	Auto (let the server decide) (default), UDP, TCP, or TLS (encrypted signaling). Use TCP or TLS if signaling packets exceed the UDP limit
Outbound Authentication Username, Outbound Authentication Password	Fill in when the carrier requires outbound authentication

You must configure at least one of the following: an authentication username and password, or allowed source addresses. Otherwise, you cannot save. The system does not accept incoming calls from arbitrary sources. You can also configure both.

Password fields: Passwords are stored encrypted when created and cannot be retrieved later. When editing, existing passwords appear as Configured:

• Click Change Password to enter a new password. Leave it blank and save to keep the original password, or click Cancel Change to discard the change.

• Click Clear Password to remove the password when you save. Before saving, click Undo to cancel.

The list shows each trunk's Outbound Calls toggle and Sync Status. The actions column provides:

• Edit: Modify the fields above. Saving triggers synchronization again.

• Resync: Manually synchronize the settings again. Use this when the status is Sync Failed.

• Delete: Also removes the associated connection resources. You cannot delete a trunk that still has numbers. First delete those numbers in Number Management.

Number Management

Click Add Number in the upper right, fill in the Add SIP Number dialog, then click Save:

Field	Description
Trunk Type	Self-hosted SIP: Use a line you created in SIP Trunks; Twilio: Use a number assigned to your organization by MaiAgent
SIP Trunk	Appears when Self-hosted SIP is selected. Select the line the number belongs to. You cannot save if no trunk has been created
Number	For Self-hosted SIP, enter it manually; see Prerequisites for the format. For Twilio, select an assigned, unused number from the dropdown. If “No Twilio numbers have been assigned to this organization. Please contact your administrator.” appears, contact your MaiAgent representative to request an assignment
Assigned AI Assistant	The AI assistant that answers calls to this number. Enter a name to search

• The number must exactly match the called number sent by the carrier or PBX (for example, include the same +886 country code) so the system can find the corresponding AI assistant. Each number can only be registered once on the platform.

• The assigned AI assistant must have Enable Voice Agent turned on. Otherwise, incoming calls are hung up immediately and recorded as Failed in call history.

After a number is created, its Trunk Type, SIP Trunk, and Number cannot be changed. Edit only lets you change the Assigned AI Assistant. The newly assigned AI assistant answers the next incoming call. To change the number, Delete it first, then add a new one. Deleting a number also removes its associated voice resources.

The list includes Number, SIP Trunk, Trunk Type, Assigned AI Assistant (shown as Unassigned if none is assigned), Sync Status, Outbound Calls, and Last Updated. A number inherits the sync status and outbound toggle from its trunk. Click the trunk name to open its editing dialog directly.

The greeting played when the AI assistant answers uses the Voice Greeting under Interaction Settings for that AI assistant's API conversation platform (phone calls use the default greeting, without selecting by language). See Interaction Settings for configuration.

Outbound Test

For numbers whose trunk has Enable Outbound Calls turned on and a status of Synced, you can have the AI assistant make a call:

1. In the number's actions column, click the phone icon (Call).

2. In the Outbound Test dialog, enter the recipient's number (E.164 or SIP user part) in Number to Call, then click Call.

3. When “Outbound call initiated” appears, the call is listed in Call History with the direction Outbound.

The number must be assigned to an AI assistant with voice enabled to make outbound calls. Otherwise, “Failed to initiate outbound call” appears.

Call History

Lists calls for all AI assistants in the organization, with the newest first.

Field	Content
ID	Call ID, which you can copy with one click
AI Assistant	The AI assistant handling this call
Direction	Inbound or Outbound
Phone Number	The other party's number: the caller's number for inbound calls, or the dialed number for outbound calls
Status	See the table below
Call Duration	Time from connection to end, displayed as “minutes:seconds”, or “hours:minutes:seconds” for calls over an hour
Call Time	The time the call was created

At the top, use Search ID / Assistant Name / Phone Number and filter by All Assistants, All Directions, and All Statuses. The status filter only offers statuses for ended calls.

Status	Meaning
Initiated	An outbound call has been placed, but the recipient has not answered yet
In Progress	The call is ongoing
Completed	The call ended after connecting
Busy	The recipient declined the call
No Answer	The recipient did not answer or could not be reached
Failed	The call could not connect due to a line error, no AI assistant available to answer the number, or another issue
Canceled	The call was hung up before connecting

View Call Content

Click the conversation icon (View Conversation) in the actions column to open All Conversations at this call. Each call is a separate conversation under the AI assistant's API conversation platform. Messages transcribed from speech have a microphone icon; hover over it to display Voice Transcript. This button is unavailable for calls without a conversation (for example, calls hung up immediately because no AI assistant was assigned to the number).

The system also creates (or reuses) a Contact based on the other party's number, named “SIP: number”. Previous calls from the same customer are grouped under the same contact. See Contacts.

Hang Up an Active Call

While a call is ongoing, a red phone icon (Hang Up) appears in the actions column. Click it, then click Hang Up in the Hang Up Call confirmation dialog. The call ends immediately and cannot be resumed. Connected calls are marked Completed; calls that have not connected are marked Canceled.

If “Failed to hang up. Please try again later” appears, the voice server is temporarily unreachable. The call record stays unchanged; try again later.

When Calls End Automatically

• The customer or other party hangs up.

• The dialed number has no assigned AI assistant, or the assigned AI assistant does not have voice enabled: the system hangs up immediately and records the call as Failed.

• The dialed number is not in Number Management: the system hangs up immediately without leaving a call record.

• Call duration or ringing time reaches the platform's configured limit: the system ends the call automatically. Contact your MaiAgent representative to confirm these limits.

FAQ

Q: Why doesn't AI answer incoming calls?

A: Check the following in order: (1) Is the number's Sync Status Synced? (2) Is the number assigned to an AI assistant with Enable Voice Agent turned on? (3) Search for the call in Call History. A Failed status usually indicates an issue with (2). If no record appears, the incoming call did not match any registered number. Confirm that the number sent by the carrier or PBX exactly matches the Number field and that the line points to MaiAgent's SIP server. If the issue persists, contact your MaiAgent representative.

Q: What should I do if the sync status is “Sync Failed”?

A: The system retries automatically several times before showing Sync Failed. Go to SIP Trunks, check the settings, and click Resync. If it continues to fail, contact your MaiAgent representative.

Q: Why can't I click a number's “Call” button?

A: Hovering over it displays “Enable outbound calls and complete synchronization first”. Go to SIP Trunks, edit the number's trunk, turn on Enable Outbound Calls, and fill in the Outbound Address. You can call once the sync status becomes Synced.

Q: Can I transfer a call to a human support agent?

A: The Call Center settings page currently has no option to transfer calls to a human or an extension. If you need to transfer calls to an existing contact center system, contact your MaiAgent representative to discuss integration options.