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Prerequisites

Before you begin, ensure you have:
  • An Ozonetel CloudAgent account with admin access
  • A DID (phone number) configured in your Ozonetel account that will receive customer calls
  • Access to the CloudAgent Admin Console to modify campaigns and IVR settings

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Step 1: Sign Up for IrisAgent

You can sign up for IrisAgent in one of two ways: by connecting your ticketing platform or using public website as knowledge source.

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Step 2: Set Up Call Routing in Ozonetel CloudAgent

Next, configure Ozonetel CloudAgent to route incoming calls to your IrisAgent Voice AI. Ozonetel uses Inbound Campaigns with DIDs and IVR flows to manage how incoming calls are handled.

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Create an IVR Flow to Route Calls to IrisAgent

  1. Sign in to the Ozonetel CloudAgent Admin Console
  2. Navigate to Admin > Configurations > IVR Flows
  3. Click New IVR Flow in the top right corner
  4. Enter a Flow Name (e.g., “IrisAgent Voice AI”)
  5. Set the Flow Type to IVR
  6. Enable the Transfer option so the flow can route calls to an external number
  7. Configure the IVR flow to transfer incoming calls to the external phone number provided by the IrisAgent team
  8. Click Save to save the IVR flow
Note: When entering the IrisAgent phone number, include the full country code (e.g., +91 for India or +1 for US numbers).

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Set Up an Inbound Campaign with the IVR Flow

  1. Navigate to Campaigns from the main menu
  2. Click Create Campaign and select Inbound Campaign from the popup list
  3. Enter a Campaign Name (e.g., “IrisAgent Voice AI”)
  4. Select the DID — this is the phone number your customers dial to reach this campaign
  5. Under IVR Flows, select the IVR flow you created in the previous step (e.g., “IrisAgent Voice AI”)
  6. Configure Dispositions and Wrap-up Time as needed
  7. Click Save to create the campaign
  8. Click the Start/Stop button to activate the campaign — the status will change from “READY” to “RUNNING”

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(Optional) Add the IrisAgent Phone Number to Manage Numbers

If the IrisAgent number needs to be registered in Ozonetel for routing:
  1. Navigate to Admin > Configurations > Manage Numbers
  2. Select Phone Numbers from the left menu
  3. Click the New Number icon in the top right corner
  4. Enter the external phone number provided by the IrisAgent team (with country code, e.g., +1 for US)
  5. Click Save

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Step 3: Test Your Integration

After completing the setup, verify that calls are routing correctly to IrisAgent Voice AI.

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Make a Test Call

  1. Call the DID number associated with your inbound campaign from an external phone
  2. You should hear the IrisAgent Voice AI greeting
  3. Test a few common customer queries to ensure responses are working as expected