Skip to main content

Understand inbound routing

When a provider reports an incoming ringing call, Wirevox matches the dialed destination against an active phone-number record and loads the assigned agent. A number must be active and assigned; a number in grace or an unassigned number does not route to a Wirevox agent.

Routing sequence​

Caller dials number
  → active number lookup
  → assigned agent lookup
  → published version loaded
  → workspace and agent eligibility checks
  → optional ring delay
  → call answered
  → voice media session starts
  → call events and usage recorded

Wirevox first performs exact number matching. For North American formatting, it also attempts a +1 normalization fallback.

Published configuration​

If the agent has a published version, the real call uses that version's configuration, system prompt, voice, and model. Unpublished draft changes remain available to browser testing but do not alter the live route.

This separation lets you improve an agent without silently changing production calls.

Eligibility checks​

Before accepting a normal inbound call, Wirevox checks:

  • the workspace has an active subscription;
  • the remaining included plus purchased credit balance is greater than zero, unless the workspace is unlimited;
  • the workspace is not locked after payment failures;
  • the agent is not Paused; and
  • the workspace has an available concurrent-call slot.

A Paused agent is rejected with a busy response from the provider. When concurrency is exhausted, Wirevox answers, plays a high-call-volume message, and ends the call. Subscription, credit, and payment failures are rejected before the conversational media session begins.

Ring Duration​

The agent's Ring Duration can delay answer by 0–10 seconds.

  • 0 answers immediately.
  • A higher value lets the caller hear ringing before the agent answers.

This is an intentional answer delay, not business-hours routing, a human hunt group, or voicemail detection. Keep it short and verify that delayed answer does not conflict with upstream forwarding or carrier timeouts.

Credit-based duration protection​

At answer time, Wirevox calculates an additional maximum call duration from the current credit balance and the agent's estimated credits per minute. This works alongside the agent's configured call-duration limit and the platform safety cap.

If the workspace cannot fund another whole minute at the calculated rate, the incoming call should have been blocked by the earlier balance check or may have very limited usable time. Monitor balances before they reach zero rather than relying on mid-call termination.

Caller context​

The provider caller number is stored on the call and supplied to the inbound prompt compiler as runtime caller context. The agent should not repeatedly ask for the same callback number when it is already available, unless the caller wants to provide a different one or the workflow requires confirmation.

Caller ID is not proof of identity. Do not use it alone to disclose protected account information or authorize a consequential action.

Call records​

Wirevox records the call lifecycle, including ringing, connection, transcript, duration, hang-up information, outcome, and usage where available. Use the call ID when diagnosing a routing or media problem.