Voice AI Videos

A full walkthrough of the CloudWorx Voice AI Agent dashboard: signing in, your weekly call summary, the version and release notes, Copilot, documentation and announcements, the calls that need attention, AI insights, your key metrics, recent calls, billing, and top call topics.

Video 2 of the series. Find any call and read it end-to-end: the headline stats, search and filters, every column in the call list, Export, then drilling into a call for its latency metrics, AI Call Insights, call information, and the full transcript.

Video 3 of the series. The full Analytics page: the agent + date filters and Compare-vs-previous toggle, your six headline metrics, and all five tabs — Overview (volume, hour/day heatmap, duration), Topics & Outcomes (what callers ask about, where calls end up), Quality (praise, needs-attention, sentiment), Agents (per-agent comparison), and Costs (cost trend, and charges by provider and by agent).

Video 4 of the series. A clear read of your Voice AI usage this cycle: your per-minute rate, any free minutes in your plan and days left, the free-vs-billable split, your billable usage and current charges, and usage broken out by agent. This tracks usage for the cycle — your full invoice comes through your normal billing.

Decide exactly who your AI reaches when it raises a dispatch. Tour On-Call Management — the live escalation ladder, schedules with day and time windows, and rotations — then watch a new holiday-coverage schedule built and go live in real time.

Where every after-hours call your AI hands off becomes a tracked dispatch ticket — then a full tour of Dispatch Settings: the message safety net, 900+ phone-call voices, the on-call phone read-out, the scheduled email digest with live preview, and the SMS/email notification templates.

Your AI agents live here. Tour the Agents page — how each card shows what an agent does, whether it is live, and the speech-to-text, AI model, and voice under the hood — then the two ways to create one (the all-in-one Voice Agent vs the advanced Enhanced Agent) and starting from a template.

Open an agent and build it, tab by tab. Part 1 covers identity and voice: the General tab (name, caller language, greeting, delay, tags), the Listen tab (Deepgram speech-to-text, model, key terms), and the Speak tab (900-voice Aura library with phone-quality previews) — plus the Test Call button to hear it live.

Part 2 of building an agent: its brain. The Think tab — pick the AI provider and model, write the system prompt that defines its personality, set the temperature — then link a Knowledge Base so it answers from your own documents mid-call, and use Pre-Call Enrichment to look a caller up the instant the phone rings (their Post-Call-AI history, your CRM like ConnectWise, or a custom function into your own systems).

Part 3 of building an agent: give it hands, then ship it safely. The Functions tab (built-in behaviors plus switchable actions like Book Appointment, Create ConnectWise Ticket, and custom functions into your own systems), the Transfers directory (who the agent may hand callers to), the Advanced tab (turn-taking, privacy opt-out, live business hours), and the safe go-live flow: Draft → Save → Publish → Releases, with the master Active switch.

Part 1 of building the platform's most powerful agent — the Enhanced agent. Its identity on the General tab, and the two things that set it apart from a standard voice agent: Multi-language mode (detect the caller's language and auto-switch mid-call) and multi-vendor voice on the Speak tab (choose ElevenLabs, Cartesia, or Deepgram from a 12,000+ voice library, with fine-tuned phone-tuned settings).

Every setting inside a flow node. Click a node to open its Properties panel and walk through it all: Node Name and Type, the per-step instruction ("What should the agent do?"), Agent-speaks-first, memory (Remember previous conversation), the per-node Functions the step may use, Auto-Announcements (what the agent says before/after a function runs), Department Routing by keyword, and the Variable to Collect on an Ask-Question node.

The Enhanced agent's superpower: the visual Flow Builder. Design a call as a flowchart instead of one big prompt — enable Conversation Flow, set a shared Base Persona, drag node types from the palette onto the canvas, and connect them. Walks a complete built flow: Start Call → understand the need → a decision node that branches (book a tour / log maintenance / route to a team) → wrap-up, with branch labels and the minimap.

Wire up the last pieces and ship your Enhanced agent. The Triggers tab (let an outside system place an outbound AI call via webhook + secret), then the full go-live lifecycle: the Draft badge, Save Agent, Publish (a labeled, numbered snapshot), the new version on the Releases tab (pin/roll back any time), and the Test Call button that rings your phone or extension and runs your exact flow before a real customer does.

The actions your agents can take. Tour the Functions library: each function card (what it does, active state, how many agents use it), the two flavors — Built-in (standard, out of the box) vs custom functions RI Telephone builds for you with the n8n workflow engine to reach your CRM, scheduler, or database — and New Function to request your own. Many are built as-needed, so some may not apply to you.

Have your agents place outbound AI calls. First build the trigger as a function (New Function -> Handler -> Call Trigger), then manage them tenant-wide on the Call Triggers page: the Global kill switch to pause/resume every trigger at once, the Do-not-call list that is never dialed, and a log of every outbound call.

The directory that makes transfers work. Synced from NetSapiens: the entry counts and last-sync status, one-click Sync from PBX (+ Sync History), and the directory table — extension, name, department, and the Transferable toggle that controls who an agent may send calls to — plus department/site filters. This directory is the backbone of every transfer your agents make.

Who is on the account, what they can do, and how they are reached. The Team page (each person, their role, and the contact details dispatch alerts use), Add User, and the Roles & Permissions matrix on Settings that shows exactly what Admin, Manager, Operator, and Viewer can each access.

The account-level setup everything depends on: Organization timezone (keeps agents time-aware), Business Hours + holidays (drives the After-Hours KPI and open/closed announcements), Integrations (ConnectWise, NetSapiens, Mailgun, Salesforce, custom webhooks), and the optional Weekly Call-Health Report written by the Copilot.

Your built-in AI assistant that knows your whole account. Open the Copilot, ask a real question (it pulls your live analytics and answers in plain English), diagnose why a call failed, check who is on call, and note that any change is drafted for your approval first. Plus your own question box, New Chat/History, and email-transcript.

The easiest way to build an agent: describe it in plain English and the CloudWorx Copilot builds it with you. Open Agent Studio, give it a goal, and it interviews you and drafts the whole agent — greeting, personality, voice, functions. Everything lands as a draft you review, test-call, and publish yourself. The series finale.