Ooma — Day Agent Setup
How to set up PupPilot as your full-time AI receptionist on Ooma with live transfer.
How Ooma Works
Ooma Office is a general-purpose VoIP platform. Call routing is managed through the Ooma Office Manager at office.ooma.com. Key concepts: Virtual Receptionist (auto attendant with time-based routing), Ring Groups, and Business/After-Hours Schedules.
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 the Ring Group DID (PupPilot's way to reach your staff).
Part A — Forward Your Public Number to PupPilot
1
Log in to Ooma Office Manager
Go to office.ooma.com and sign in.
2
Set All Calls to Forward
Navigate to your Virtual Receptionist or main number settings. Set both business hours and after hours routing to Transfer to External Number → PupPilot phone number.
3
Save and Test
Call your main number. PupPilot should answer immediately and your desk phones should remain silent.
Part B — Set Up Your Internal Number
PupPilot needs a second number to transfer callers back to your staff. In Ooma, create a Ring Group with its own DID.
Prevent Call Loops
The Ring Group's no-answer routing must go to voicemail, not back to PupPilot. Otherwise calls will loop infinitely.
1
Create a Ring Group
In Ooma Office Manager, go to
Setup → Ring Groups. Create a new ring group (e.g., "Front Desk") and add the extensions you want to ring.2
Assign a DID
Assign an available phone number (DID) to this ring group. If no spare numbers are available, contact Ooma at 1-866-939-6662 to add one.
3
Set No-Answer to Voicemail
Set the ring group's no-answer timeout to ~25 seconds and the fallback to voicemail. Do NOT forward to PupPilot.
4
Share the DID with PupPilot
Provide the ring group's phone number to your PupPilot contact for call transfers.
5
Test the Internal Number
Call the ring group DID. Your desk phones should ring. Don't answer — 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 | Check the Virtual Receptionist settings and verify the forwarding number. Make sure the after-hours schedule is correct. |
| Virtual Receptionist plays menu but doesn't forward | Verify the after-hours routing is set to transfer, not just play a greeting. Check the menu key assignments. |
| Ring Group doesn't ring desk phones | Verify the ring group has extensions and a DID assigned. Check at Setup → Ring Groups. |
| Calls loop between PupPilot and your system | The ring group's no-answer fallback is forwarding to PupPilot. Change it to voicemail. |