Otto + Axion — Day Agent Setup
How to set up PupPilot as your full-time AI receptionist on Otto + Axion with live transfer.
Support-Assisted Setup
Most setup requires contacting Axion. Call forwarding and DID provisioning are configured by Axion, not through the Otto dashboard. You'll need to call or email Axion Support for the steps below.
How Otto + Axion Works
Otto is a two-vendor system. Axion Communications is the VoIP carrier — they handle the actual phone numbers, call routing, and forwarding. Otto is the software layer on top — it provides the dashboard, call pop (patient info on screen), and workflow tools. When it comes to routing changes, most of the work happens on the Axion side.
Call Flow
Inbound
Caller
Public Number
Axion forwards
PupPilot answers
Transfer-back
PupPilot
Dials Internal Number
Axion routes
Desk phones ring
Staff answers
Two numbers managed by Axion. Public → PupPilot. Internal → your staff.
Part A — Forward Your Public Number to PupPilot
1
Contact Axion Support
Call (833) 201-7044 or email support@axionco.com.
2
Request Unconditional Forwarding
"We need unconditional call forwarding on our main number [CLINIC NUMBER]. All calls should forward to [PUPPILOT NUMBER] 24/7. Calls should not ring our desk phones."
3
Notify Otto Support
Email support@otto.vet about the change.
4
Test
Call public number — PupPilot answers, desk phones silent.
Part B — Set Up Your Internal Number
You need a second phone number from Axion that PupPilot can dial to reach your front desk. This number is not published — only PupPilot uses it.
Prevent Call Loops
The internal number must NOT forward to PupPilot on no-answer. Tell Axion: no-answer → voicemail only.
1
Request a Second DID from Axion
"We need a second phone number (DID) provisioned on our account. This number should ring our front desk extensions [LIST EXTENSIONS]. Set it to ring simultaneously, 25-second timeout, then voicemail. Do NOT set any external forwarding on this number."
2
Map the Number in Otto (Optional)
If you want call pop (patient info on screen) when PupPilot transfers a call, let Otto Support know about the new number so they can map it in Otto Flow.
3
Test
Call the second DID from a cell phone — desk phones ring. Don't answer — goes to voicemail, not PupPilot. Share the number with PupPilot.
Test the Full Flow
1
Call public number
PupPilot answers. Desk phones do NOT ring.
2
Call internal number
Desk phones ring. Staff picks up.
3
Call internal number, don't answer
Goes to voicemail. Does NOT loop to PupPilot.
Troubleshooting
| Issue | Fix |
|---|---|
| Calls don't reach PupPilot | Contact Axion — forwarding may not be active or the number is wrong. |
| Desk phones still ring (Day Agent) | Axion may have set "ring then forward" instead of unconditional. Ask for unconditional forwarding. |
| Internal number doesn't ring | DID may not be provisioned or extensions not assigned. Contact Axion. |
| Calls loop | Internal number has a forward to PupPilot. Tell Axion to set no-answer to voicemail only. |
| Otto call pop not working on transfers | Contact Otto Support — the new DID may need to be mapped in Otto Flow. |