Phone System (optional)
Your existing PBX/softphone (e.g., Teams, RingCentral, 3CX). Can ring your team first, then forward to the AI line.
Voice AI Answering - System Overview
Works with your existing phone system and CRM. Swap examples below for your stack.
TL;DR
- Caller reaches your business line. If no one answers, your phone system (or forwarding rule) routes to your AI line.
- Your carrier/number provider sends the call to VoiceExcel via a secure SIP trunk (or direct DID).
- Our orchestration app manages the live conversation and returns a structured lead/outcome.
- Automation delivers the result into your CRM/helpdesk/email/sheet with a short summary.
If your team answers first, the AI handoff is skipped—business as usual.
What each piece does
Carrier / Number
Owns the number and routes calls (e.g., Twilio, Telnyx, Plivo). We configure a secure SIP route to the AI.
VoiceExcel
Runs the voice AI: speech‑to‑text, understanding, and lifelike text‑to‑speech—optimized for lead capture and triage.
Orchestration App
Our always‑on cloud service that tracks sessions, logs outcomes, and posts results to your automations.
GitHub
Source control. When we push changes, production auto‑redeploys (zero downtime).
Automation
Receives webhook JSON and runs steps (e.g., Zapier, Make, n8n) such as create/update records and send notifications.
CRM / Helpdesk
Where your team sees new requests—works with HubSpot, Salesforce, Zoho, ServiceTitan, Jobber, Google Sheets, email, etc.
Inbound Call Flow
Customer (Caller)
Calls your business line
Your Phone System
Rings team • Forwards on no‑answer
Carrier / Number
DID & SIP trunk routing
VoiceExcel SIP URI
Secure bridge to AI
Orchestration App (Prod)
24/7 runtime • Webhooks • Logs
Automation
Receives success payload
CRM / Helpdesk / Inbox
Create/Update record • Add summary note
VoiceExcel AI Cloud
ASR/NLU/TTS • Real‑time dialog
If your team answers first, the AI route is skipped.
Lead Handoff (Post‑call)
VoiceExcel Conversation
Outcome: success • Structured JSON
Orchestration App
Validate fields • Normalize phone • Service area checks
Automation (Zapier/Make/n8n)
Receives JSON • Orchestrates steps
CRM / Helpdesk
Find/Create Contact → Create Request/Ticket → Add Note
Release Pipeline (How updates ship)
Dev Laptop (Local)
Edit • Test • Commit
GitHub
Source of truth • PRs • Branches
Cloud Runtime (Production)
Auto‑deploy on push • 24/7 logs/alerts
VoiceExcel Playground (Sandbox)
Try voices/prompts/flows • Not required for prod
Why the Playground isn’t redeployed for production
The Playground is a sandbox for trying voices, prompts, and flows.
Production traffic goes through the orchestration app via the VoiceExcel SDK/APIs.
When we update the app, customers see changes immediately—no Playground redeploys needed.
Common Questions
What happens if any service has an outage?
Calls still start on your carrier/phone system. If forwarding or SIP is down, the fallback is for your team to answer as usual (or voicemail). Issues in the orchestration app/VoiceExcel only affect the AI handoff.
How do we pause the AI?
Disable the forwarding rule or SIP route, or ask us to pause the orchestration app.
Where do the results go?
Into your chosen destination—CRM, helpdesk, Google Sheet, or email. Automation history shows each step and any errors.
How do we change the script?
We edit the configuration/code, push to GitHub, and production auto‑redeploys.
Audit & Error Handling
- All posts are logged with timestamps; minimal PII retained in logs.
- Failures are retried or surfaced via automation task errors and runtime logs.
- We can export logs for compliance or troubleshooting on request.