Number Management & Bot Configuration

1.2 The three call routing modes at a glance

2. Accessing the Number Management screen

All routing configuration starts from the Number Management screen inside the Fonada Console.

2.1 Navigating to Number Management

1. Log in to the Fonada Console.
2. In the left-hand navigation panel, click Number Management.
3. Locate the phone number in the Your Phone Numbers table.
4. In the Action column, click Configure (tooltip: Configure call routing).

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2.2 Reading the dashboard

• My Numbers — total count of phone numbers you own.
• Assigned to Agents — numbers with an AI agent linked.
• Available for Agents — numbers not yet linked to an agent.
• KYC Verified — business identity verification (required for routing).

3. Inside the Configure Call Routing dialog

Clicking Configure opens a modal titled Configure Call Routing, with the selected phone number shown below the title. The dialog is divided into:

• Call Routing Mode — three tiles: All Calls to AI, All Calls to Team, and Hybrid (Time-Based).
• Mode-specific settings — the area below changes based on your selection.
• Action buttons — Cancel discards changes; Save Configuration applies rules immediately to all future calls on this number.

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4. Mode 1 — Full AI Bot Mode (All Calls to AI)

In Full AI Bot Mode, every inbound call on the selected number is answered by the AI agent assigned to that number — 24 hours a day, seven days a week, with no escalation to humans.

4.1 When to use Full AI Bot Mode

• High call volume; human agents cannot keep up.
• Predictable conversations — order status, FAQs, appointments, lead qualification.
• Fast, consistent responses without staffing constraints.
• Full after-hours coverage without a night shift.
• Pilot-testing the AI agent for data collection on every call.

4.2 How to enable it

1. In Configure Call Routing, click the All Calls to AI tile (highlighted in purple when active).
2. Confirm the panel: AI Agent Active 24/7 — All incoming calls will be answered by your AI agent.
3. Click Save Configuration.

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4.3 What callers experience

The AI agent picks up on the first ring with your configured greeting. The conversation is fully managed by the AI — speech recognition, clarifying questions, lookups, and task completion. Transcript and recording are saved to Analytics.

5. Mode 2 — Completely Live Agent Mode (All Calls to Team)

Inbound calls are forwarded to one or more team phone numbers. The AI bot does not answer. Two sub-configurations depend on the Use Business Hours toggle.

5.1 Sub-mode A — Live Agents 24/7 (Business Hours OFF)

With Use Business Hours OFF, every call rings your team around the clock. The dialog shows: Forward to Team 24/7 — All calls will ring your team members around the clock.

1. Click the All Calls to Team tile.
2. Leave Use Business Hours OFF.
3. Click + Add beside Team Phone Numbers and enter at least one number (international format).
4. Click Save Configuration.

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5.2 Sub-mode B — Live Agents during business hours

Turn Use Business Hours ON to reveal scheduling: opening and closing time, time zone, and operating days.

1. Select the All Calls to Team tile.
2. Switch Use Business Hours ON.
3. Set Open and Close times (24-hour format).
4. Choose the correct time zone (e.g. India IST).
5. Toggle Days Open chips (Mon–Sun); highlighted chips are active.
6. Under Team Numbers, click + Add and enter each agent's number; optional name label.
7. Choose Ring strategy — One by One (sequential) or All at Once (simultaneous).
8. Set After Hours — AI Agent (Hybrid; see Section 6) or Play Message (live-only after hours).
9. Click Save Configuration.

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Ring strategy explained

• One by One — rings each number in sequence. Best for cost-saving and senior-agent priority.
• All at Once — rings every number simultaneously; first pickup wins. Best for fastest response.

6. Mode 3 — Hybrid Bot Mode with Live Agent

Configure under All Calls to Team with Use Business Hours ON and After Hours set to AI Agent — humans during business hours, AI after hours.

6.1 Why choose this mode

• Human-first experience by day; no night-shift staffing.
• Stop losing calls overnight, weekends, or holidays.
• After-hours questions are often routine (order status, store hours, FAQs).
• Measurable cost reduction without compromising daytime experience.

6.2 Setup steps

1. Open Configure Call Routing (Section 2).
2. Click All Calls to Team.
3. Turn Use Business Hours ON.
4. Set Open/Close, time zone, and Days Open (as in Section 5.2).
5. In Business Hours, keep Forward to Team and add team numbers.
6. In After Hours (When closed), select AI Agent — AI handles calls after hours.
7. Click Save Configuration.

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6.3 After-hours alternatives

• AI Agent — full conversation; recommended for true 24/7 coverage.
• Play Message — custom recorded message, then call ends.

7. Hybrid (Time-Based) — Number selection flow

The Hybrid (Time-Based) tile opens a two-step wizard: Step 1 chooses which number callers dial; Step 2 sets time-based routing rules.

7.1 Option A — Use purchased CLI number

Customers call a CLI number purchased from Fonada — no forwarding setup required.

1. Click the Hybrid (Time-Based) tile.
2. On Choose Your Number, select Use Purchased CLI Number.
3. Confirm the green message: Ready to proceed — calls received directly on your number.
4. Click Next: Configure for business-hour routing.

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7.2 Option B — Use my business number (call forwarding)

Keep your existing published business number. Forward incoming calls from that line to the Fonada CLI number; customers dial the familiar number while routing rules apply on the platform.

1. Select Use My Business Number (badge: Requires call forwarding setup).
2. Enter your business phone number with country code (e.g. +91 98765 43210).
3. Note Forward calls to: — configure this CLI on your carrier or PBX.
4. Set up forwarding on your business line (*21*destination# on many carriers, or PBX admin).
5. Click Verify Forwarding — platform places a test call.
6. After verification succeeds, click Next: Configure.

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After Next: Configure, use the same business-hour screen as Sections 5.2 and 6 — set hours, team numbers, after-hours behavior, then Save Configuration.

8. Decision matrix — which mode should you pick?

Use the table below to choose quickly. Each row is a typical business profile; the recommended mode is on the right.

9. Best practices

9.1 Test before you go live

• Place at least one test call after every configuration change.
• For business-hour setups, test during hours and outside them (including weekends).
• With call forwarding, always click Verify Forwarding before assuming carrier forwarding works.

9.2 Match the AI agent to the mode

• Full AI Bot Mode — tune prompt, voice, knowledge base, and fallbacks in Agent Builder; the agent handles every call.
• Hybrid Mode — train for after-hours (message taking, FAQs); review transcripts weekly in the first month.

9.3 Plan your team ring strategy

• One by One — senior agents are not buried in easy calls.
• All at Once — fastest answer for small teams.
• In One by One, order numbers with experienced agents first.

9.4 Operational hygiene

• Screenshot saved configurations for your runbook so on-call staff know what to expect.
• Review routing quarterly as hours, holidays, and rosters change.
• Communicate mode changes in team chat before peak-hour switches.

10. Troubleshooting & FAQ

10.1 Common issues

• "Please add at least one phone number" — Add at least one team number in international format under Team Phone Numbers / Team Numbers, then save again.
• Configure button missing — Status must be ASSIGNED, KYC Verified, and you need admin or appropriate role. New numbers may take up to ten minutes.
• Calls not reaching AI in Full AI Bot Mode — Agent column must not show Unassigned; use Assign on the dashboard first.
• Forwarding verification fails — Check carrier forwarding to the correct CLI; avoid conditional-only rules the test did not trigger.
• Business hours off by an hour — Verify time zone matches where your team operates (DST and HQ vs field time zones).

10.2 Frequently asked questions

• Can I change modes without affecting calls in progress? Yes. Only new inbound calls use the new configuration; connected calls continue under the original routing until they end.
• Can different numbers use different modes? Yes. Each phone number is configured independently — e.g. marketing in Full AI Bot, support in Hybrid.
• What if all team members are busy in Live Agent Mode? Behavior depends on ring strategy and after-hours fallback. With business hours ON, unanswered calls may follow the after-hours rule; otherwise ringing may continue until carrier timeout.
• Is there a usage cost difference between modes? AI-handled and human-handled calls bill differently — see Billing. Hybrid business-number forwarding also incurs carrier charges.
• Can I schedule future routing changes? No. Changes take effect immediately when saved.

11. Glossary

— End of document — Number Management & Bot Configuration Guide for Inbound Telephony · Version 1.0