Legacy PBX (Avaya, Mitel, etc.) — Day Agent Setup

How to set up PupPilot as your full-time AI receptionist on Legacy PBX (Avaya, Mitel, etc.) with live transfer.

Provider Legacy PBX (Avaya, Mitel, etc.)

Admin Portal Managed by IT vendor

Setup IT-assisted setup · ~15 minutes (plus vendor response time)

IT-Assisted Setup

Legacy PBX changes require your IT vendor or telecom installer. Have your PupPilot number and business hours ready before contacting them.

How Legacy PBX (Avaya, Mitel, etc.) Works

Legacy PBX systems (Avaya, Mitel/ShoreTel, Panasonic, NEC, Cisco) are on-premise hardware installed at your clinic. All programming is done through the PBX admin interface — typically by your IT vendor or telecom installer. Key concepts: Time Conditions (day/night mode), Hunt Groups / Ring Groups, Auto Attendant, and DIDs (direct inward dial numbers). You will not be making these changes yourself.

Call Flow

Inbound

Caller

Main Number

Forward

PupPilot answers

Transfer-back

PupPilot

Dials Internal Number

Desk phones ring

Staff answers

Two numbers: the public number (always routes to PupPilot) and an internal DID that rings your desk phones directly.

Part A — Forward Your Public Number to PupPilot

Contact Your IT Vendor

Request unconditional call forwarding on your main number.

Provide Configuration Details

Tell your vendor: "We need unconditional call forwarding on our main number. All inbound calls should forward to [PUPPILOT NUMBER] without ringing desk phones. Active 24/7."

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. Your vendor will assign a DID to a Hunt Group / Ring Group that rings your desk phones.

Prevent Call Loops

The internal DID must NOT forward to PupPilot on no-answer. Tell your vendor to set the fallback to voicemail only.

Request a Second DID

Ask your vendor for a second phone number (DID) that will ring your front desk phones directly.

Provide Hunt Group Details

Tell your vendor: "We need a second 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."

Vendor Configures Hunt Group

Your vendor will create a hunt group / ring group on the PBX and assign the DID to it.

Get Your Internal Number

Once configured, get the internal DID from your vendor and provide it to your PupPilot contact.

Test the Internal Number

Call the internal DID. Your desk phones should ring. Don't answer — after 25 seconds, should go to voicemail (not PupPilot).

Test the Full Flow

Call your public number

PupPilot should answer. Your desk phones should NOT ring.

Call your internal number

Your desk phones should ring. Pick up — the call connects.

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 your IT vendor and verify that call forwarding is configured correctly. Confirm the PupPilot number is entered correctly in the PBX.
Time condition not switching properly	The PBX clock may be wrong or the schedule may have incorrect hours. Ask your vendor to verify the time condition settings and the system clock.
Internal DID doesn't ring desk phones	The hunt group may not be configured. Ask your vendor to verify the DID is assigned to a hunt group with the correct extensions.
Calls loop between PupPilot and your system	The internal DID is forwarding to PupPilot on no-answer. Contact your vendor immediately and set the no-answer behavior to voicemail only.
Don't know who maintains your phone system	Check for stickers on your desk phones or PBX hardware (usually in a server closet). The vendor's name and phone number are typically on a service label.

References

Also Available for Legacy PBX (Avaya, Mitel, etc.)

🌙 After-Hours Call Forwarding Guide →

Other Day Agent Guides

Self-service setup · ~15 minutes

Self-service setup · ~20 minutes

Support-assisted setup · ~20 minutes (support call)