Phone Intake Setup Guide

Purpose

This document walks through setting up the Phone Intake Agent: getting your dedicated Mizo phone number, configuring the agent in the Mizo console, and forwarding calls to it from your VoIP phone system or PBX.

You keep your existing support number and phone system. Your PBX decides which calls reach Mizo (after hours, overflow, a test line…) by forwarding them to your Mizo number. Mizo answers, identifies the caller, and opens or updates the ticket in your PSA.

Before you start

• Your PSA (ConnectWise PSA, Autotask or HaloPSA) is connected to Mizo. See the ConnectWise PSA, Autotask or HaloPSA setup guide.
• You have admin access to your phone system (PBX, Teams Phone, hosted VoIP portal…), or someone who does.
• You know the number calls should be transferred to when a caller needs a person (for example, your on-call technician).

Section 1 – Add the Phone Agent to your plan

Step 1: Request the package

The Phone Agent is an additional package that can be added to your plan.

1. Log into the Mizo console.
2. In the left-hand menu, under Additional agents, click Request access to add it to your plan.
3. Mention the Phone Agent and the country your callers are in (your Mizo number is a local number in that country).

Step 2: Receive your Mizo number

Mizo provisions a dedicated phone number for your account. In some countries, a phone number can only be registered to a business address and will be registered using your business address.

Once the number is active, it appears in the console:

1. In the left-hand menu, go to Workflow.
2. Open the Phone tab.
3. Under Configuration > Phone numbers, you’ll see your Mizo number. The status at the top shows On call once a number is configured.

Phone numbers are managed by Mizo and are read-only for you. Contact your account manager or support to change them.

Section 2 – Make sure your PSA is ready for phone tickets

The Phone Agent creates tickets on its own, while the caller is on the line, so your PSA integration needs a few defaults in place.

Caller identification works by matching the caller’s phone number against your PSA contacts. The more contacts have an up-to-date phone number (office, direct or mobile), the more callers are recognized automatically. See Contact phone number.

Section 3 – Configure the Phone Agent in Mizo

All of this is done in Workflow > Phone. Changes are saved with the Save bar that appears at the bottom of the page.

Step 1: Set the transfer number

1. Under Configuration, fill in Transfer to human with the number calls should go to when the caller asks to speak with a person, or when your escalation rules are met.
2. Use the international format (for example +1 514 555 1234).

Step 2: Review capabilities and permissions

There is no “approval” mode on the phone: nobody is available to approve an action mid-call, so each action is either Off or Autonomous.

Step 3: Write your custom instructions

Under Custom instructions, describe in plain language how the agent should behave. There are three fields:

• General agent instructions — rules for the whole call, including when to transfer. Example: “Transfer to a human when the caller is already waiting on an open ticket or sounds upset. Mention our support hours (Mon–Fri, 8am–6pm) before ending the call.”
• End user identification and recognition — how the agent greets callers, confirms who is calling and collects details from unknown callers. Example: “Ask for the company before the name when several contacts match. Always ask for an extension.”
• Ticket handling — what the agent asks and records when opening a ticket or adding a note. Example: “Always ask which site the device is at. Ask for the asset tag on printer issues.”

Step 4: Save and call the Mizo number directly

1. Click Save.
2. Before touching your phone system, call your Mizo number directly from a phone whose number is on a contact in your PSA.
3. The agent should greet you and confirm who you are. Report a test issue and note the ticket number it reads back.
4. Check the ticket in your PSA, then open Conversations in the Mizo console to see the call in the Call log.

Section 4 – Forward calls from your phone system

Mizo doesn’t replace your phone system. You add a rule that forwards calls to an external number — your Mizo number — under the conditions you choose.

Step 1: Choose when calls go to Mizo

Start small and expand. The most common setups:

Step 2: Keep the caller’s original number (important)

Mizo recognizes callers by the number they’re calling from. When your phone system forwards a call, it must present the original caller’s number, not your own main number.

• Look for a setting named like pass through caller ID, keep original caller ID, show caller’s number on forwarded calls or present calling party number.
• Some carriers / SIP trunk providers refuse to present a number you don’t own on outbound calls. If forwarded calls arrive at Mizo with your own number, ask your carrier to allow caller ID passthrough on forwarded calls (often handled with a SIP Diversion or P-Asserted-Identity header).

If the original number isn’t passed through, every forwarded call shows up as coming from your office. The agent will still take the call, but it will ask every caller for their name and company and flag the ticket as unverified.

Step 3: Create the forwarding rule

Menu names vary between versions and providers. The paths below are a guide; the key is always the same: route the call to an external number (sometimes called “external contact”, “PSTN number” or “forward to number”) set to your Mizo number.

Microsoft Teams Phone

1. In the Teams admin center, go to Voice > Auto attendants and open the auto attendant for your support line.
2. In Call flow for after hours (or Call flow for business hours), set Redirect to → External phone number and enter the Mizo number.
3. For overflow, open Voice > Call queues, select the queue, and under Overflow or Call timeout handling, set Redirect to → External phone number.
4. The auto attendant / call queue resource account must be allowed to call external numbers (a Teams Phone Resource Account license plus a Calling Plan, Operator Connect or Direct Routing number).

3CX

1. In the 3CX admin console, open the inbound rule (DID) for your support number, or the call queue / ring group that answers it.
2. In the Outside office hours destination (or If no answer within / Destination if no answer for overflow), choose External number and enter the Mizo number.
3. In your SIP trunk settings, check how caller ID is presented on forwarded calls, and keep the original caller ID if your provider allows it.

RingCentral

1. In the Admin Portal, open the main company number / auto-receptionist, or the Call Queue for your support line.
2. Go to Call Handling and select the After Hours rule (or the queue’s overflow / max wait time settings).
3. Choose to forward calls to an external number and enter the Mizo number.

Zoom Phone

1. In the Zoom web portal, go to Phone System Management > Auto Receptionists (or Call Queues) and open your support line.
2. In Closed Hours (or the queue’s Overflow settings), route calls to External Contact / Phone Number.
3. If you route to an external contact, first create it under Company Info > External Contacts with the Mizo number.

Other systems (Webex Calling, 8x8, Mitel, Avaya, Yeastar, FreePBX, …)

Every business phone system supports forwarding to an external number. Look for time-based routing / schedules, queue overflow, or auto attendant options, and set the destination to an external number. Then check the caller ID setting from Step 2.

No PBX (carrier line or mobile)

If your support number is a plain carrier line, use the carrier’s call forwarding feature. In North America, unconditional forwarding is usually activated by dialing *72 followed by the Mizo number (and *73 to cancel). Forwarding on busy / no answer uses different codes depending on the carrier — check with your provider.

Step 4: Check your PBX’s capacity

A forwarded call uses one outbound line (channel) on your phone system for the whole duration of the call, in addition to the incoming one. Make sure your SIP trunk or plan has enough concurrent channels for the call volume you send to Mizo.

Section 5 – Test the complete setup

Call your support number (not the Mizo number) under the conditions you set up — for example, after hours — and run through these scenarios:

Then review the calls in Conversations > Call log in the Mizo console. During the first weeks, review calls regularly to adjust your custom instructions — see the recommended rollout in the Phone Intake Agent article.

Troubleshooting

• The Phone tab isn’t visible in Workflow: The Phone Agent isn’t part of your plan yet. Add it from Additional agents in the left-hand menu, or contact your Mizo contact.
• The Phone tab shows “Waiting for a number”: No Mizo number is configured yet. Contact your Mizo contact.
• Forwarded calls never reach Mizo: Call the Mizo number directly. If that works, the problem is on your phone system’s side — check the rule’s conditions (business hours schedule, time zone, holidays), that the destination is set to an external number, and that your trunk or plan allows outbound calls to that country.
• Every caller is treated as unknown: Your phone system is presenting your own number instead of the caller’s. See Section 4, Step 2. Also check that your PSA contacts have their phone numbers filled in. Callers who hide their number are always treated as unknown.
• The agent can’t create the ticket: Check the PSA defaults in Section 2 (Autotask Default Queue, ConnectWise catch-all company, HaloPSA default user and ticket type), and that Create ticket is set to Autonomous in Workflow > Phone.
• Transfers loop back to the agent: Your Transfer to human number is itself forwarded to Mizo by your phone system. Use a direct number (on-call mobile, a direct extension’s external number, or a queue that is not forwarded).
• No transcript on the ticket: Check that Save call transcript to the ticket is enabled. The transcript is written after the call ends, so allow a few minutes. On HaloPSA, also check that the Mizo note action exists.

For anything else, contact [email protected].

Related

• Phone Intake Agent
• Route phone calls to an on-call technician
• Contact phone number