Overview
AI Agents provide AI-powered call handling within UCX and serve as the integration point between UCX call routing and the EMAT (E-MetroTel Administration Tool) AI platform.
Configuration in UCX involves:
- Creating the AI Agent.
- Defining the destinations to which the AI Agent may transfer callers.
- Making the AI Agent available as a UCX call routing destination.
The current release supports the AI Agent type: Receptionist.
AI-specific behavior, prompts, knowledge sources, voice, and conversation settings are configured separately in EMAT.
Prerequisites
UCX Licenses
Before creating an AI Agent, verify that sufficient AI Agent licenses are installed on the UCX system.
- Navigate to System → Licenses → License Details.
- Verify that the Product Code contains an AIR:n license entry, where n is the maximum number of AI Agents that may be created.
For example:...-AIR:10-...
In this example, the system is licensed for 10 AI Agents.
If additional AI Agents are required, obtain and install the appropriate license before proceeding. For more information, see System Licenses.
OpenAI API Key
See instructions EMAT – Setting up for AI.
UCX Configuration
Step 1 – Create AI Agent
- Navigate to PBX Configuration → AI Agents.
- Click Add AI Agent.
- Complete the AI Agent configuration.
- Click Submit.
- Click Apply Config.
The AI Agent is created and becomes available as a UCX call routing destination.
FIELD DESCRIPTIONS
The following table describes the AI Agent configuration fields.
| Field | Description |
|---|---|
| Name | Specifies the unique administrative name of the AI Agent. This name is used throughout UCX when selecting the AI Agent as a call routing destination. |
| Description | Provides an optional administrative description of the AI Agent. |
| Agent Type | Specifies the type of AI Agent to create. The current release supports the Receptionist AI Agent type. |
| Transfer Directory | Specifies the directory containing the destinations that the AI Agent is permitted to transfer callers to. Only destinations contained within the selected directory are available for AI-initiated transfers. For information about creating transfer directories, see Directories. |
Step 2 – Set AI Agent as Destination
Configure UCX call routing for callers to reach the AI agent.
Although AI Agents can be used by multiple UCX call routing applications, the most common deployment is to route incoming calls directly from an Inbound Route.
- Create or edit an Inbound Route.
- Under Set Destination, select AI Agents.
- Select the AI Agent created in STEP 1.
- Complete the remaining Inbound Route configuration.
- Click Submit.
- Click Apply Config.
The AI Agent can now receive calls through the configured Inbound Route.
The instructions on this page uses an Inbound Route as the example because it is the most common deployment for an AI Receptionist. AI Agents can also be configured as destinations for other supported UCX call routing applications, like IVRs, Ring Groups, Time Conditions, etc.
EMAT Configuration
EMAT (E-MetroTel Administration Tool) is the browser based user interface to configure the AI Agent’s behavior, prompts, knowledge sources, voice, and other AI-specific settings.
Step 3 – Configure AI Receptionist Profile
Login to EMAT, configure the AI provider and the AI receptionist.
