Set Up Phone Numbers for a Voice Agent

A voice agent can't take a single live call until it has a phone number. This page connects a number — through Twilio or your own SIP trunk — and routes it so the right agent answers inbound callers and places outbound calls, with each use case on its own number so reports stay clean.

Entry pointAutomation → AI Assistants → Phone Number

Who Can Manage Telephony

Telephony setup is usually handled by an admin or operations user. If you cannot see phone number settings, provider settings, or number routing, ask your Brixi admin to review your access.

Phone Number Setup Workflow

1. Go to Automation → AI Assistants → Phone Number.
2. Review existing phone numbers before adding a new one.
3. Add or connect the phone number according to your provider setup.
4. Give the number a recognizable display name such as Inbound Sales Mumbai or Project Callback Number.
5. Attach the number to the correct assistant, team, source, or routing rule.
6. Save the configuration.
7. Place a test call.
8. Confirm the call appears in the phone number report and assistant report.

Connect a Number to an Assistant

When assigning a number to an assistant, confirm:

Check	Why it matters
Assistant purpose	The number should route to an assistant that matches caller intent.
Call direction	Inbound and outbound flows may have different expectations.
Business hours	If your team uses handoffs, make sure humans are available when transfer is allowed.
Fallback path	Decide whether unanswered or failed calls go to voicemail, a human, or end politely.
Reporting owner	Managers should know where to review phone number performance.

Example

Your team runs separate outbound calling processes for two projects. Create or assign one phone number per project if the call script, knowledge, and follow-up owner differ. This keeps reports clean: Project A calls are not mixed with Project B calls, and managers can compare qualification rates by number.

If the same assistant handles both projects using different knowledge, make sure the assistant can identify the project from source context or call routing. If it cannot, use separate assistants.

Troubleshooting

Problem	What to check
Customer hears no assistant	Phone number assignment, assistant publish status, telephony provider status, and routing.
Wrong assistant answers	Phone number mapping, routing rules, and assistant assignment.
Calls transfer to the wrong team	Transfer tool destination and human handoff rules.
Phone number report is empty	Time range, phone number filter, and whether test calls completed.
Expected number is missing	Account selection, admin access, provider sync, and whether the number is active.

Telephony is admin territory, as noted above — if the Phone Number tab is hidden, a provider is missing, or an expected number doesn't appear in the list, your admin needs to check your access, the provider connection, and whether the number is active. Provider credentials (Twilio SID/token, SIP details) also live with whoever set up the account.

Contact Brixi support if a number is connected, routed, and active but calls still fail — callers hear silence, the wrong agent answers despite correct routing, or test calls never show up in reports. Include the number, the provider type (Twilio or SIP), and the time of a failed call so it can be traced in the provider logs.

Good Operating Practices

• Use descriptive phone number names.
• Keep test numbers separate from live outbound numbers.
• Do not reuse a number for unrelated calling processes unless reports can be filtered clearly.
• Review phone number reports after every routing change.
• Pause or unpublish assistants before making risky routing changes during active calling runs.