Vetcelerator — Day Agent Setup
How to set up PupPilot as your full-time AI receptionist on Vetcelerator with live transfer.
Support-Assisted Setup
Vetcelerator is a managed-service provider. Most phone configuration changes are made by their support team, not through a self-service portal.
How Vetcelerator Works
Vetcelerator is a managed-service provider — most phone configuration changes are made by their support team, not through a self-service portal. The steps below tell you exactly what to request from Vetcelerator support.
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
Contact Vetcelerator Support
Call 865-855-9493 or email Vetcelerator support.
2
Request Unconditional Forwarding
Tell support:
"We need unconditional call forwarding on our main number [CLINIC MAIN NUMBER]. All inbound calls should forward to [PUPPILOT NUMBER] without ringing our desk phones. This should be active 24/7."
3
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. Since Vetcelerator is support-managed, you'll ask their team to provision a second phone number that rings your front desk.
Prevent Call Loops
The internal number must NOT forward to PupPilot on no-answer. Set its fallback to voicemail.
1
Contact Vetcelerator Support
Call 865-855-9493 or email support.
2
Request a second DID
Tell support:
"We need a second phone number (DID) provisioned for our account. This number should ring our front desk phones [LIST EXTENSIONS OR STAFF]. It should ring simultaneously for 25 seconds, then go to voicemail. Important: this number should NOT forward to any external number if unanswered — voicemail only."
3
Test and share
Call the new 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 dedicated DID isn't available, ask Vetcelerator for the direct-dial number of a front desk extension. 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 | Contact support to verify forwarding is active and the PupPilot number is correct. |
| Desk phones still ring (Day Agent) | Forwarding may be set to "ring then forward" instead of unconditional. Ask support to change to unconditional forwarding. |
| Internal number doesn't ring | DID not provisioned or no extensions assigned. Contact support to confirm. |
| Calls loop | Internal number forwards to PupPilot on no-answer. Ask support to change fallback to voicemail. |
| Can't reach Vetcelerator support | Try both phone (865-855-9493) and the contact form at vetcelerator.com. Ask them what underlying VoIP platform they use — you may be able to configure it directly. |