Connect the AI phone agent with call forwarding
Not every telephony service allows a SIP trunk to a third party. In that case the agent gets its own phone number at Tibinet, and your telephony forwards calls to it. That way the AI agent works even if your provider does not offer a trunk.
When to use call forwarding
Some cloud platforms, Aircall for example, do not allow a SIP trunk of your own. Many Dutch hosted telephony providers also do not let customers set up a trunk to a third party. In those cases, forwarding to a number of the agent is the way to go. Belcentrale was acquired by Techone in 2020 and has continued as Digihero since December 2020; this works there too, as long as you can forward to an external number.
How it works
The agent gets a number
A new phone number at Tibinet, or an existing number transferred through number porting.
You set up forwarding
From a menu option, a queue, outside opening hours, when busy or when unanswered, your telephony forwards the call to the agent's number.
The agent transfers when needed
If a person needs to step in, the agent transfers the call to a phone number you choose, such as your reception's direct line.
Worth knowing
- Call minutes. Most providers charge call minutes for forwarding, because it is an outbound call from your phone system.
- Caller's number. Whether the caller's number is passed on depends on your provider. If it is not, the agent sees the number of your phone system.
- Cold transfer. With forwarding to a number, the agent transfers calls cold, to a phone number.
Call forwarding or a SIP trunk?
| Forwarding to a number | SIP trunk | |
|---|---|---|
| Works with | Any service that can forward to an external number | Phone systems and SBCs with a standard SIP trunk |
| Transfers | Cold, to a phone number you choose | Cold or warm, to extensions, groups and queues on your phone system |
| Costs with your provider | Most providers charge call minutes for forwarding | No forwarding minutes with your telecoms provider |
| Work on your side | Set up forwarding in your IVR menu, queue or opening hours | Trunk, firewall and routes on your phone system or SBC |
No phone system of your own and want everything in one place? Then hosted telephony from Tibinet is also an option, with the AI agent as a destination in your IVR menu. The technical details of the trunk connection are on a separate page.
Forward calls to the agent?
Leave your details. We will call you back and arrange a number for the agent.
Frequently asked questions
With any service that can forward calls to an external number.
Belcentrale was acquired in 2020 and continues as Digihero. If you can forward to an external number, it works.
A SIP trunk gives you warm transfer and no forwarding minutes with your telecoms provider. Forwarding is simpler and works everywhere.
Yes. Your number stays with your provider; only the forwarded calls go to the agent's number.
That depends on your provider. If the caller's number is not passed on, the agent sees the number of your phone system.
Yes, a cold transfer to a phone number you choose, such as your reception's direct line. Warm transfer with a summary and keys 1 or 2 is available with a SIP trunk connection.
You may also like
- Business telephony in the cloud, with the AI agent built inNo phone system of your own, or ready to get rid of it?Read more
- Technical details for the SIP trunkThis page is for the IT team or installer setting up the trunk to Tibinet's AI phone agent.Read more
- Frequently asked questions about the AI phone agentHere you will find answers to the questions we are asked most often.Read more
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