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Mizo logo - AI agent service desk automation platform for MSPs and managed service providers

Mizo

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Route Phone Calls to an On-Call Technician

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A common setup is to let the Phone Intake Agent answer after-hours calls — intake, caller identification and ticket creation for everything — and transfer only genuine emergencies to the technician on call.

Two systems are involved: your phone system (PBX) decides which calls reach the agent, and the agent’s escalation policy decides which of those calls it hands to a human.

Steps

  1. Decide the on-call number and the fallback. Pick the number the agent should transfer to, and decide what happens if nobody answers it.
  2. Decide what counts as an emergency. Write it down in plain language — for example, a client-wide outage, or any call from a contact on your VIP list. Also decide whether callers who simply ask for a person should be transferred.
  3. Give both to Mizo. The transfer number, VIP handling and escalation policy are part of your tenant’s phone configuration. Your Mizo contact can set them up with you; phone intake settings and greeting/ticket-handling rules are managed per tenant from the backoffice.
  4. Choose the queue for phone tickets. Calls that aren’t transferred still become tickets. Pick a destination that fits your existing routing — for example, your Level 1 queue.
  5. Forward after-hours calls in your PBX. Add a time-of-day rule that sends calls to the Phone Agent outside business hours. You don’t need to change your support number.
  6. Test before going live. Call a test number with realistic scenarios: an urgent outage, a VIP, a caller who asks for a person, a caller who isn’t in your PSA. Confirm who gets transferred and what lands in the ticket.
  7. Review calls the next morning. Use the call history (the Conversations view) and the transcripts added to each ticket to check escalation accuracy for the first weeks.

Good to know

  • Unrecognized callers are still handled: the agent collects name, company and callback number and flags the ticket as unverified. It can transfer them based on your policy.
  • If a caller gives an existing ticket number, the agent adds a note to that ticket instead of opening a new one.
  • Once after-hours works well, many MSPs add overflow (calls the team can’t pick up during business hours) next.

INFO

The exact fields for the transfer number and escalation policy depend on your phone configuration. If you can’t find them in the console, ask your Mizo contact or [email protected].