Agents can fine‑tune call transfers, concurrency limits, and routing skills here.
Every agent has a self‑service Personal Configuration page. Settings saved here take effect immediately for all new conversations.
Select all skills that apply to you. The routing engine uses an AND weighting model:
Field | Use case |
---|---|
Mobile Phone Number | PSTN transfer when you’re away from your desk. |
SIP Trunk | Internal desk phone or soft‑phone endpoint. Only numeric/URI IDs are accepted. |
If both are filled, Dial AI attempts SIP first, then falls back to PSTN.
Hard‑caps the number of simultaneous sessions routed to you.
Scenario | Example |
---|---|
Busy periods | Lower the limit to maintain response quality. |
On‑call coverage | Increase temporarily to pick up overflow. |
Changes affect new sessions only; ongoing sessions remain assigned.
Symptom | Resolution |
---|---|
Skill not in the list | Ask an admin to create it under Admin → Skills. |
Calls not reaching mobile | Ensure the number is in E.164 format and that your carrier allows inbound calls from Dial AI endpoints. |
Agents can fine‑tune call transfers, concurrency limits, and routing skills here.
Every agent has a self‑service Personal Configuration page. Settings saved here take effect immediately for all new conversations.
Select all skills that apply to you. The routing engine uses an AND weighting model:
Field | Use case |
---|---|
Mobile Phone Number | PSTN transfer when you’re away from your desk. |
SIP Trunk | Internal desk phone or soft‑phone endpoint. Only numeric/URI IDs are accepted. |
If both are filled, Dial AI attempts SIP first, then falls back to PSTN.
Hard‑caps the number of simultaneous sessions routed to you.
Scenario | Example |
---|---|
Busy periods | Lower the limit to maintain response quality. |
On‑call coverage | Increase temporarily to pick up overflow. |
Changes affect new sessions only; ongoing sessions remain assigned.
Symptom | Resolution |
---|---|
Skill not in the list | Ask an admin to create it under Admin → Skills. |
Calls not reaching mobile | Ensure the number is in E.164 format and that your carrier allows inbound calls from Dial AI endpoints. |