Phone.com — Day Agent Setup
How to set up PupPilot as your full-time AI receptionist on Phone.com with live transfer.
Setup Note
Phone.com uses a web portal at my.phone.com. You can configure call handling rules yourself.
How Phone.com Works
Phone.com is a general-purpose VoIP platform. Call routing is managed through the Phone.com Portal at my.phone.com. Key concepts: Call Handling Rules (time-based routing), Call Queues (groups of extensions), and Extensions (individual or shared lines).
Call Flow
Inbound
Caller
Main Number
Forward
PupPilot answers
Transfer-back
PupPilot
Dials Internal Number
Call Queue
Staff answers
Two numbers: the public number (always routes to PupPilot) and a Call Queue or Extension number for staff transfers.
Part A — Forward Your Public Number to PupPilot
1
Log in to Phone.com
Go to my.phone.com and sign in.
2
Set All Calls to Forward
Go to
Configure → My Phone Numbers. Edit the call handling for your main number. Set all time periods (business hours and after hours) to Forward 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 Phone.com, use a Call Queue or a secondary extension with its own number.
Prevent Call Loops
The internal number must NOT forward to PupPilot on no-answer. Set the fallback to voicemail to prevent call loops.
1
Create a Call Queue or Extension
In Phone.com, go to
Configure → Call Queues (or Extensions). Create a new queue (e.g., "Front Desk") and add the extensions you want to ring.2
Assign a Phone Number
Assign an available phone number to the call queue or extension. If no spare numbers are available, contact Phone.com at 1-844-746-6312 to add one.
3
Set No-Answer to Voicemail
Set the queue or extension's no-answer timeout to ~25 seconds and the fallback to voicemail. Do NOT forward to PupPilot.
4
Share the Number with PupPilot
Provide the queue or extension's phone number to your PupPilot contact for call transfers.
5
Test the Internal Number
Call the internal number. 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 call handling rules at Configure → My Phone Numbers. Verify the PupPilot number is correct and the schedule is set properly. |
| After-hours forwarding not activating | Verify the schedule times are correct and the timezone matches your clinic location. Check that the after-hours rule is enabled. |
| Call Queue doesn't ring desk phones | Verify the call queue has extensions added and a phone number assigned. Check that extensions are set to available. |
| Calls loop between PupPilot and your system | The internal number's no-answer fallback is forwarding to PupPilot. Change it to voicemail. |