# Telephony and routing

> Connect the agent's number, define a fallback, and choose when it should answer.

## 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](https://docs.sidemex.app/en/agents/campaigns/).

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https://docs.sidemex.app/en/agents/telephony/