Voicecom / NEC — Day Agent Setup
How to set up PupPilot as your full-time AI receptionist on Voicecom / NEC with live transfer.
Support-Assisted Setup
Voicecom manages your NEC system. Contact them directly for all configuration changes.
How Voicecom / NEC Works
Voicecom is a regional telecom vendor that installs and manages NEC phone systems (SL2100, SV9100, UNIVERGE). All programming is handled by Voicecom support — you tell them what you need. Key concepts: Night Mode (automatic time-based routing), Hunt Groups / Ring Groups, Auto Attendant, and DIDs (direct inward dial numbers). Voicecom has experience with veterinary clinics.
Call Flow
Inbound
Caller
Main Number
Forward
PupPilot answers
Transfer-back
PupPilot
Dials Internal Number
Desk phones ring
Staff answers
Two numbers: the public number (always routes to PupPilot) and an internal DID for staff transfers.
Part A — Forward Your Public Number to PupPilot
1
Contact Voicecom Support
Request unconditional call forwarding on your main number.
2
Provide Configuration Details
Tell Voicecom: "We need unconditional call forwarding on our main number. All inbound calls should forward to [PUPPILOT NUMBER] without ringing desk phones. Active 24/7."
3
Test
Call your main number. PupPilot should answer and desk phones should remain silent.
Part B — Set Up Your Internal Number
PupPilot needs a second number (DID) to transfer callers back to your staff. Voicecom will set up a Hunt Group with a dedicated DID on your NEC system.
Prevent Call Loops
The internal DID must NOT forward to PupPilot on no-answer. Tell Voicecom to set the fallback to voicemail only.
1
Request a Second DID
Contact Voicecom and request a second phone number (DID) for internal desk use.
2
Provide Hunt Group Details
Tell Voicecom: "We need a second phone number (DID) that rings our front desk phones [LIST EXTENSIONS]. It should ring for 25 seconds then go to voicemail. This number should NOT forward externally on no-answer — voicemail only."
3
Voicecom Sets Up Hunt Group
Voicecom will configure the NEC system with a hunt group targeting your desk phones, assigned to the new DID.
4
Get Your Internal Number
Voicecom will share the internal DID. Provide this number to your PupPilot contact.
5
Test the Internal Number
Call the internal DID. Your desk phones should ring. Don't answer — after 25 seconds, 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 | Contact Voicecom to verify that call forwarding is configured correctly in the NEC system. Confirm the PupPilot number is correct. |
| Night mode not switching automatically | The NEC system clock may be wrong or the schedule may have incorrect hours. Ask Voicecom to verify the night mode settings and the system clock. |
| Internal DID doesn't ring desk phones | The hunt group may not be configured. Ask Voicecom to verify the DID is assigned to a hunt group with the correct extensions. |
| Calls loop between PupPilot and your system | The internal DID is forwarding to PupPilot on no-answer. Contact Voicecom immediately and set the fallback to voicemail only. |
| Don't know your Voicecom contact | Visit voicecomtelecom.com and use the Contact Us page. Check for stickers on your NEC phones — the vendor's number is often on a service label. |