Telephony and routing

Incoming and outgoing calls

Agent type	Required number	Configure in
AI receptionist	Your verified number or an exclusive Sidemex number.	Telefonía y rutas and Conmutador.
Calling agent	An active number with outbound capability.	Telefonía y rutas and Números.

Shared numbers cannot be assigned to receptionists. One verified incoming number can be assigned to one agent at a time.

Connect a receptionist

1. Prepare a number in Números, or register your own in Conmutador.
2. Wait for verification.
3. In Telefonía y rutas, choose Número entrante verificado.
4. In Si la IA no puede atender, choose an extension, ring group, or mailbox.
5. Save, publish, and activate the version.

For a shared number, the editor may offer Reservar como exclusivo when you are its sole account holder and your plan has an available exclusive slot. Wait for assignment confirmation.

To keep a number with an external carrier, follow the instructions shown by Conmutador for the chosen connection or forwarding method. Number purchase and access remain with that provider.

Set the schedule

In Horario de este recepcionista, choose:

• Heredar horario del Conmutador: inherit the PBX schedule.
• Atender 24/7: answer at any time.
• Horario personalizado: specify a timezone and opening days.

For a custom schedule, unchecked days are closed and opening time must precede closing time. Save, publish, and activate to apply changes.

Outside the schedule, calls use fallback. AI reception hours are independent of reservation hours.

Prepare fallback

Check that the extension or ring group can receive calls and your team’s phone is ready. For voicemail, check its configuration in the PBX.

Test “I want to speak to a person” during reception hours and a call outside those hours. Confirm that each reaches the intended destination.

Outbound number

A calling agent can use Automático · mi número Sidemex or one of the displayed active outbound numbers. Shared numbers wait their turn when busy.

A campaign also needs an active agent, authorized autonomy, audience, and schedule. See Campaigns.