ATS / Wildix — Day Agent Setup
How to set up PupPilot as your full-time AI receptionist on ATS / Wildix with live transfer.
Support-Assisted Setup
ATS manages your Wildix system. Contact them directly for all configuration changes.
How ATS / Wildix Works
ATS Phones is a regional telecom vendor serving veterinary clinics. They use the Wildix UCaaS platform and handle all configuration through the Wildix Management System. Key concepts: Time-based routing (day/night mode), Ring Groups / Hunt Groups, and DIDs (direct inward dial numbers). All changes are made by ATS support — you tell them what you need.
Call Flow
Inbound
Caller
Main Number
Forward
PupPilot answers
Transfer-back
PupPilot
Dials Internal Number
Clinic phones ring
Staff answers
Two numbers: the public number (always routes to PupPilot) and an internal DID for staff transfers.
Part A — Forward Your Public Number to PupPilot
1
Contact ATS Phones Support
Request unconditional call forwarding on your main number.
2
Provide Configuration Details
Tell ATS: "We need unconditional call forwarding on our main number. All inbound calls should forward to [PUPPILOT NUMBER] without ringing desk phones. Active 24/7."
3
Test
Call your main number. PupPilot should answer and desk phones should remain silent.
Part B — Set Up Your Internal Number
PupPilot needs a second number (DID) to transfer callers back to your staff. ATS will set up a Ring Group with a dedicated DID.
Prevent Call Loops
The internal DID must NOT forward to PupPilot on no-answer. Tell ATS to set the fallback to voicemail only.
1
Request a Second DID
Contact ATS and request a second phone number (DID) for internal desk use.
2
Provide Ring Group Details
Tell ATS: "We need a second phone number (DID) that rings our front desk phones [LIST EXTENSIONS]. It should ring for 25 seconds then go to voicemail. This number should NOT forward externally on no-answer — voicemail only."
3
ATS Sets Up Ring Group
Wildix supports hunt groups and ring groups. ATS will configure the DID with a ring group targeting your desk phones.
4
Get Your Internal Number
ATS will share the internal DID. Provide this number to your PupPilot contact.
5
Test the Internal Number
Call the internal DID. Your desk phones should ring. Don't answer — after 25 seconds, call should go to voicemail (not PupPilot).
Test the Full Flow
1
Call your public number
PupPilot should answer. Your desk phones should NOT ring.
2
Call your internal number
Your desk phones should ring. Pick up — the call connects.
3
Call your internal number and don't answer
Should go to voicemail, NOT back to PupPilot.
Troubleshooting
| Issue | Fix |
|---|---|
| Calls don't reach PupPilot | Contact ATS to verify that call forwarding is configured correctly in the Wildix system. Confirm the PupPilot number is correct. |
| Desk phones still ring when forwarding should be active | Forwarding may be set to ring-then-forward instead of unconditional. Ask ATS to change it to unconditional forwarding. |
| Internal DID doesn't ring desk phones | The ring group may not be configured. Ask ATS to verify the DID is assigned to a ring group with the correct extensions. |
| Calls loop between PupPilot and your system | The internal DID is forwarding to PupPilot on no-answer. Contact ATS immediately and set the fallback to voicemail only. |
| Don't know your ATS contact | Visit atsphones.com and use the Contact Us page. ATS is Orlando-based and has a veterinary vertical. |