AI Agents Become Active Call Handlers with Agentic Tools

[Kevin Attard Compagno]

Use prompts, live PBX context and role-based actions to guide every conversation.​

3CX AI Agents can do more than answer questions. With agentic tools, they can use live PBX information and take supported actions during a conversation. This means an AI Agent can understand what a caller needs, find the right destination, search a Knowledge...

Continue reading the Original Blog Post.

 

[rlg]

The linked guide is exactly what was missing, answers many questions
Many thanks @Kevin Attard Compagno !

 

[rlg]

One question, does the following applies to queues ?
find_contact_by_extension(extension)

If so, what are the keywords to detect that a queue is open, closed, on break or on holidays ?

I tried to modify the AI Receptionist prompt like this :
- If routing returns one clear destination, call find_contact_by_extension(extension) and proceed if contact is open.

But does not work.
if contact is available does not give good / consistent results either.

Thank you !

Edit : running 3CX v20u9.