The UC AI Voice Assist App is the front-end management interface embedded within the Hosted PBX User Portal and provides day-to-day management of AI phone agents, call logs, and usage tracking. This guide provides step-by-step instructions for customers to configure their UC AI Voice Assistant. UC AI Voice Assist is a smart, customizable virtual assistant that answers calls, provides information, routes callers, and schedules appointments through natural conversation.

What is the UC AI Voice Assist App?

The UC AI Voice Assist App enables you to manage AI Assistants directly from the portal. It is designed for users who interact with agents daily. The UC AI Voice Assist App provides a streamlined interface for creating and configuring agents, reviewing call activity, and monitoring usage, all without leaving the portal. 

Planning Your UC Voice AI Assistant

• Main business answering point
• Support queue
• Sales department
• Billing department
• Any other specialized group

How to Access the UC AI Assistant

The UC AI Voice Assist App is accessed through the Hosted PBX User Portal. You must have a UC AI Voice Assist subscription to link your Hosted PBX account for the UC AI Voice Assist functionality to be visible within your account.

Step 1: Log in to the Hosted PBX User Portal

Navigate to your Hosted PBX portal URL and sign in with your credentials.

Step 2: Open the AI Agents Module

From the portal home screen, click the AI Agents tile. This launches the UC AI Voice Assist App within the portal.

Navigation

Once inside the UC AI Voice Assist App, you will see the AI Agents interface with the following elements:

[Screenshot: Connect App main view showing agent list, search bar, and top buttons]

Key Capabilities

Managing AI Agents

The AI Agents view is the main screen of the UC AI Voice Assist App. It shows all agents assigned to your account and provides tools to create new agents, edit existing ones, and manage agent settings.

Agent List

The agent list displays all AI phone agents with two columns:

Account: The agent's name

Extension: The phone extension assigned to the agent (if applicable)

The list is sortable by clicking the Account column header. A downward arrow indicates the current sort direction.

Searching Agents

Use the search bar at the top of the agent list to filter agents by name, extension, site, or description. Type your search term, and the list will filter in real time.

Agent Row Actions

Each agent row displays action icons on the right side when you hover over it:

• Integrations (gear icon): View and configure available integrations for this agent
• Usage Analytics (magnifying glass icon): View usage metrics and call statistics for this agent
• Test (horn icon): Open a WebRTC test client to have a live voice conversation with the agent
• Edit (pencil icon): Open the agent editor to modify settings and configuration
• Delete (red X icon): Remove the agent permanently

Creating a New Agent

Click the New button in the top-right corner of the agent list to launch the new agent wizard. The wizard guides you through setup in several steps.

Step 1: Choose Extension

Enter an unused extension from the range of dedicated 5-digit extension numbers reserved for AI Voice Assistent to assign to the new agent. This is the internal extension used to reach the agent within the phone system.

Step 2: Select Caller ID

Choose a Caller ID (DID) from the dropdown. This is the phone number that will appear as the Caller ID when the agent makes outbound calls. The dropdown is populated with available numbers from your account.

Step 3: Name and Notification Email

Enter an Agent Name: a descriptive name that identifies the agent's purpose (e.g., "Front Desk", "After Hours Support"). Then, enter a Notification Email where agent notifications will be sent.

Step 4: Choose a Template

Select from one of the ready-to-use agent templates to get started quickly. Each template comes pre-configured with instructions and functions suited to a specific use case:

• Receptionist Agent: Answers questions, screens calls, and transfers to appropriate destinations
• Appointment Scheduler: Schedules appointments and takes messages according to instructions
• Support Agent (CRM): Connects with Zendesk, Freshdesk, or MCP Server to handle customer support inquiries
• Blank Slate Agent: Start from scratch with a basic agent template
• Message Taker Agent: Answers questions and takes messages that are emailed with the full call transcript and recording

Step 5: Template Setup Wizard

After selecting a template, a guided wizard walks you through the key settings for that template type. The steps vary by template but typically include:

• Business name: Enter the name of your business so the agent can refer to it during calls
• Greeting: Customize what the agent says when it answers calls (a default greeting is pre-filled based on the template and your business name). This step can be skipped.
• Template-specific options: For example, the Receptionist Agent template asks whether to enable call transfers and shows available transfer destinations

Example For the Receptionist Agent Template

Business name: Enter the name of your business so the agent can refer to it during calls.
What should your agent say when it answers calls? Add this here or skip this step.
Enable Transfers: Would you like your agent to be able to transfer calls.
Transfer Destinations: Available Phone numbers and extensions that your agent can transfer calls to.

Transfer Destinations (Receptionist Agent)

If you selected the Receptionist Agent template and enabled transfers, this step shows the available transfer destinations. These are automatically populated from the Hosted PBX directory: any user with "announce in directory" set to Yes in the Hosted PBX portal will appear as a transfer destination. The transfer instructions are pre-generated in a format the agent can use (e.g., "If the caller wants to speak to John Smith, transfer the call to pbx:1234").

Additional notes on Call Routing 

Configure how your AI Assistant routes incoming calls to the right departments and team members. Set up routing rules based on caller requests to ensure every call reaches the appropriate person or team.

1. AI Assistant Number:
   • Select an available phone number to serve as the pilot number for this AI Assistant. 
   • Note: The number must appear in the Hosted PBX Number Inventory and be marked as "Available.”
   • Note: Your AI Assistant will have its own extension; the DID you assign it to will allow you to route calls to it. This pilot number can also be used within Hosted PBX Auto Attendant configurations and Time of Day Routing by using the pilot number destinations for the Option selections.
2. Call Routing:
   • Queues and Auto Attendants:
     • Enable the appropriate queues and auto attendants, then enter routing phrases the AI will use to recognize caller requests and direct calls accordingly - for example:
       • "Transfer me to Billing."
       • "I need Technical Support."
       • "Speak to a representative."
   • Individuals: Enable the users you want the AI Assistant to include as routing destinations.
   • Default Routing: If no routing match is identified based on caller intent, the AI will route the call to the default destination you select.

Finish

Click Finish to create the agent. A success confirmation will appear, and your new agent will be added to the agent list, ready to use.

Test the Agent

Click the Horn Icon to test the Agent. Click "Start Conversation." A conversation window opens, allowing you to interact with your new smart assistant. 

What to Test

• Greeting accuracy
• Knowledge responses
• Routing accuracy
• Pronunciation of names or departments
• Handling of unclear or unexpected requests

Agent Row Actions

Integrations (Gear Icon)

The Integrations view shows available third-party integrations that can be connected to the agent. Click on any integration to configure it.

Available integrations:

• Google Calendar: Connect your Google account to manage your calendar
• Outlook Calendar: Connect your Outlook account to manage your calendar
• ModMed: Connect to ModMed EHR for patient scheduling and management
• Model Context Protocol: Connect to external MCP servers for extended capabilities
• Hosted PBX: Connect to the Hosted PBX platform for subscriber management

Usage Analytics (Magnifying Glass Icon)

Opens the per-agent Usage Analytics page, which displays:

• Voice Minutes: A chart showing minute consumption over time
• Call count: Total number of calls handled
• Average duration: Average call length

Test Agent (Horn Icon)

Opens a built-in WebRTC test client that allows you to have a live voice conversation with the agent directly from your browser. Click Start Conversation to begin speaking with the agent and test its behaviour.

Edit Agent (Pencil Icon)

Opens the agent editor. See the Editing an Agent section below for details.

Delete Agent (Red X Icon)

Removes the agent. You will be prompted to confirm the deletion.

Editing an Agent

To edit an agent, select the pencil Icon. 

The agent editor is organized into tabs. The available tabs depend on whether the agent is attached to a template or has been detached.

• When attached to a template: Basic Settings, SIP Settings, Rename Agent, and Embeds.
• When detached from a template: Basic Settings, Advanced Settings, SIP Settings, Rename Agent, and Embeds.

Attached vs. Detached Mode

When an agent is created from a template, it remains attached to that template. In attached mode, the editor shows a simplified set of fields tailored to the template type. A Detach button appears in the top-right corner of the editor.

Clicking Detach permanently separates the agent from its template, unlocking the full set of editing options, including the Advanced Settings tab. This gives you direct access to agent instructions, transfer rules, LLM model selection, and more.

Basic Settings (Attached to Template)

When attached to a template, the Basic Settings tab shows template-specific fields:

• Template: The parent template (e.g., Receptionist Agent) as a dropdown
• Language: Speech-to-Text language (English - US, Spanish - US, or Multilingual)
• Time Zone: The agent's time zone for scheduling and time-related responses
• Voice: Select a TTS voice from the dropdown, with a Preview button to hear a sample
• Voice Speed: A slider to adjust speaking speed from Slower to Faster (default 1.0x)
• Business name: How the agent refers to your business
• Business website: Your company website URL
• Additional Link: An extra URL for the agent's knowledge base
• Agent Notification Email: One or more email addresses for notifications (use Add Email to add additional recipients)
• Greeting: The message your agent says when answering calls
• Enable Transfers: Checkbox to enable call transfer functionality
• Transfer Destinations: Auto-populated transfer instructions from the Hosted PBX directory (with a refresh button to re-sync)
• Agent instructions: What information the agent should know (with AI Prompt Improver button)
• Questions and Info Collection: Define what information the agent should gather from callers

Basic Settings (Detached from Template)

When detached, the Basic Settings tab shows a different layout with these fields:

• Greeting: The message your agent says when answering calls
• Agent Notification Email: One or more email addresses (use Add Email to add more)
• Links: Knowledge base URLs for the agent (use + Add to add links)
• Functions: Agent functions like webhooks and email (use + Add to add functions)
• Campaign ID: A unique identifier for the agent (with Copy button)
• Language: Speech-to-Text language selection
• Time Zone: The agent's time zone
• Voice: TTS voice selection with Preview button
• Voice Speed: Slider from Slower to Faster (default 1.0x)

UC AI Voice Assist Preview Agent Voices

Advanced Settings (Detached Only)

The Advanced Settings tab is only available after detaching from a template. It provides full control over the agent's core configuration:

• Agent Instructions: The complete instructions prompt with AI Prompt Improver button to help refine your prompt
• Transfer Rules: Instructions for when and how to transfer calls, with a refresh button to re-sync destinations from the Hosted PBX directory
• Model: The LLM model powering the agent's intelligence (e.g., GPT-4.1 Smart)
• STT Engine: The Speech-to-Text engine for transcribing caller speech (e.g., Deepgram)
• Call Recording: Toggle to enable or disable call recording
• Mobile Call Detection: Toggle to detect whether callers are using a mobile phone before the call starts
• Background Audio: Toggle to enable ambient background sounds during calls

Adding Functions

Click the + Add button next to Functions in the Basic Settings tab (detached mode) to add capabilities to your agent. The following functions are available:

Webhooks

Send HTTP requests to your backend systems during or around calls. Use webhooks to fetch dynamic information, push data to a CRM, trigger workflows, or log call events. When adding a webhook, configure the following fields:

• Name (required): Internal name for the webhook with no spaces (e.g., send_lead_to_crm)
• Friendly Name: Display name shown in the UI (e.g., "Send Lead to CRM")
• Description: Describe when the agent should trigger this webhook (e.g., "Trigger when a caller provides their contact information and wants to be contacted later")
• Trigger Condition (required): When the webhook fires: Before Call, During Call, or After Call. Limits: 1 Before Call, 2 During Call, 1 After Call.
• HTTP Method (required): The HTTP method to use (e.g., POST, GET)
• URL (required): The endpoint URL to send the request to
• Headers: Custom HTTP headers to include with the request (use + Add Header to add key-value pairs)
• Parameters: Custom parameters to include in the request body (use + Add Parameter to add key-value pairs)

Common header examples:

Common parameter examples:

Parameter values act as descriptions that tell the agent what data to extract from the conversation and include in the webhook request.

Send Email During Call

When enabled, your agent can send emails during the call based on the instructions you provide. This is useful for sending confirmations, follow-ups, or notifications to team members in real time while the caller is still on the line.

Transfer to Agent

Transfer the call to another AI agent based on conditions you specify. This allows you to build multi-agent workflows where different agents handle different types of inquiries.

Adding Links

Click the + Add button next to Links in the Basic Settings tab to add external knowledge sources for your agent. Links point to web pages or PDFs that the agent can reference during calls to provide accurate, up-to-date information.

Sharing and Publishing

Once your agent is configured, you can make it available to receive calls and interact with customers.

Forwarding Calls

Forward your existing business phone number to your agent's UC AI Voice Assist number so that incoming calls are answered by the AI agent.

Publishing a Profile

Publish a public profile page for your agent that lets people interact via web chat. The profile page can be shared via a link.

Embedding on a Website

Embed your agent as a chat widget on your website so visitors can interact with it directly from your web pages.

Porting a Phone Number

Port an existing phone number to UC AI Voice Assist so your agent answers calls on your current business number.

Embeds

Your UC AI Assist agent can be embedded into your website as a Chat Agent. This functionality is located in the Embeds Tab when you are editing the Agent. Each embed option provides a live preview, the ability to customize the colours to match your website, embed code to paste directly into your website's HTML and a direct URL. 

There are three embed options:

Inline Bar: A compact bar widget that can be embedded anywhere on your page.

Playground: A voice agent interface with transcript display.

Popup Widget: A floating button that opens a voice chat popup by adding a single script tag to your website. 

Call Logs

The Call Logs view provides a detailed record of all calls handled by your AI agents. Access it by clicking the Logs button at the top of the AI Agents screen.

The log filters and the call logs table open.

Filtering Call Logs

The Filters section at the top of the page lets you narrow down the call log results:

• Agents: Dropdown to filter by a specific agent or view all agents
• Search: Free text search across transcript content
• Start Date / End Date: Date range pickers to view calls within a specific period

Click Apply Filter to update the results.

Call Logs Table

The call logs table displays matching results with a count (e.g., "143 calls found"). The table has the following columns:

Exporting Call Logs

Click the Export CSV button in the top-right corner of the call logs table to download all filtered results as a CSV file for offline analysis or reporting.

Viewing a Call Transcript

Click the View button on any call log entry to open the Call Transcript panel. This provides the full details of the call.

Call Details

The top of the transcript panel shows a summary of the call metadata:

• Agent: Which AI agent handled the call?
• Caller: The caller's phone number or "unknown."
• Duration: Total call length.
• Date & Time: The exact date and time of the call.

Summary

Below the call details, an AI-generated Summary provides a concise overview of the conversation. The summary includes:

A brief description of what the call was about

• Action Items: Any follow-up tasks identified during the call
• Sentiment: An overall sentiment rating (Positive, Neutral, or Negative) based on the tone and content of the conversation

Conversation Transcript

The full conversation is displayed in a chat-style format with colour-coded speakers:

• AI Agent (blue bar): Messages spoken by the AI agent
• Caller (green bar): Messages spoken by the caller

The transcript shows the complete back-and-forth dialogue in chronological order.

Tool Calls

When the agent executes functions during a call, these appear inline within the transcript as Tool Call blocks. Each tool call shows:

• Tool name: The function that was called
• Arguments: The JSON data sent to the function (e.g., extension number, PIN code)
• Result: The response returned by the function

Tool calls provide visibility into the actions your agent took during the conversation, making it easy to debug issues or verify that functions are working correctly.

Sharing a Transcript

Click the "Share Transcript" button at the bottom of the panel to generate a shareable link to the transcript. This is useful for sharing call details with team members or for review purposes.

Usage

The Usage Analytics view provides an overview of your AI agent activity and minute consumption across all agents. Access it by clicking the Usage button at the top of the AI Agents screen.

Usage Analytics Overview

The top-level Usage Analytics page shows aggregated usage across all your agents.

Time Period

Use the Start Date and End Date calendar selecters to view specific periods.

Per-Agent Usage Analytics

In addition to the top-level view, you can view usage for a specific agent by clicking the Usage Analytics icon (magnifying glass) on any agent row in the agent list. The per-agent view shows the same Voice Minutes chart filtered to just that agent, along with:

Call count: Total number of calls handled by the agent

Average duration: Average call length for the agent

Managing Usage

If you notice usage is approaching your plan limits, consider the following:

Review agent instructions: Ensure agents are handling calls efficiently and not engaging in unnecessarily long conversations

Optimize functions: Functions like call transfer can help route complex queries to human agents quickly, reducing AI agent talk time

Contact Support: If you need additional capacity, reach out to your representative to discuss plan adjustments