PetDesk Phones — Day Agent Setup
How to set up PupPilot as your full-time AI receptionist on PetDesk Phones with live transfer.
How PetDesk Phones Works
PetDesk Phones is a vet-specific VoIP system with PIMS integration. Call routing is managed through the PetDesk admin dashboard under Settings → Phone. Key concepts: Ring Groups (teams of phones that ring together), Business Hours routing, and After-Hours routing rules.
Call Flow
Inbound
Caller
Public Number
Forward
PupPilot answers
Transfer-back
PupPilot
Dials Internal Number
Clinic phones ring
Staff answers
Two numbers: public (always → PupPilot) and internal (PupPilot → your staff).
Part A — Forward Your Public Number to PupPilot
1
Log in to PetDesk
Sign in to your PetDesk admin dashboard.
2
Go to Phone Settings
Navigate to
Settings → Phone.3
Forward All Calls to PupPilot
Set both Open Hours and After-Hours routing to Forward to External Number → PupPilot number. All calls go straight to PupPilot; desk phones do not ring.
4
Save and Test
Call your public number — PupPilot answers, desk phones silent.
Part B — Set Up Your Internal Number
PupPilot needs a second number to reach your front desk when transferring a live caller. In PetDesk, the internal number is typically a Ring Group DID — a set of phones that ring together with its own phone number.
Prevent Call Loops
The internal number must NOT forward to PupPilot on no-answer. Set its fallback to voicemail.
1
Create or find your Ring Group
Go to
Settings → Phone → Ring Groups. Create a new group (e.g., "PupPilot Transfer") or use the existing front desk group. Add front desk staff, set to simultaneous ring, 25-second timeout → voicemail.2
Get a DID for the Ring Group
If the group doesn't have a direct-dial number, contact PetDesk Support to provision one.
Say: "I need a direct phone number assigned to my Ring Group so an external service can call it."
3
Test and share
Call the Ring Group DID from a cell phone — desk phones ring. Don't answer — goes to voicemail (not PupPilot). Share the DID with PupPilot.
Alternative Option
If a Ring Group DID isn't available, use an individual staff extension's direct number. Check
Settings → Phone → Extensions. This works but only rings one phone.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 | Check forwarding is set for both Open and Closed hours. Verify PupPilot number. |
| Desk phones still ring (Day Agent) | Open-hours routing still goes to Ring Group. Change to Forward to External Number. |
| Internal number doesn't ring | Ring Group has no DID or no members. Contact PetDesk Support. |
| Calls loop | Internal number forwards to PupPilot on no-answer. Change to voicemail. |