AI phone agent for MSPs on Grandstream UCM
On a Grandstream UCM IP PBX, you control every route. Send the support line, or just after-hours calls, to your Mizo number and the Phone Agent handles the conversation, the caller lookup and the ticket.
- Status
- Works via call forwarding
- Connection
- Inbound route or forwarding from the UCM to a Mizo number
- Works in
- ConnectWise PSA · Autotask · HaloPSA
- Agents
- Phone Intake
About Grandstream: Grandstream makes IP phones and the UCM series of on-premises and cloud-managed IP PBX systems used by small and mid-sized businesses.
What the Phone Agent does for Grandstream users
Your UCM keeps routing; Mizo becomes the destination for calls your team can't take.
Time-condition routing
Use a UCM time condition so out-of-hours calls go to Mizo while business-hours calls ring your team.
Ring group failover
When the support ring group isn't answered, fail over to Mizo instead of voicemail.
Ticket with transcript
The caller is matched to their PSA contact and the ticket is created or updated with transcript and summary.
Emergency transfer
Urgent calls are transferred to the on-call technician you configure.
How Mizo works with Grandstream
There is no API integration with Grandstream. You forward calls from Grandstream to a dedicated Mizo phone number. The Phone Agent answers, matches the caller to a contact in your PSA, creates or updates the ticket with the transcript, and transfers to your on-call technician when a human is needed. Your numbers stay where they are.
How to set it up on a Grandstream UCM
Mizo runs in recommendation mode first, writing its reasoning to each ticket, and moves to autonomous handling only where you allow it.
Get your Mizo number
Mizo provides a dedicated phone number for your Phone Agent.
Route calls from the UCM
Point the support inbound route, a time condition or the ring group's failover destination at the Mizo number through your outbound trunk.
Set on-call rules
Tell Mizo where to transfer emergencies and how to handle specific clients.
Mizo and Grandstream: common questions
Does forwarding use trunk channels?
Typically yes. A call routed back out of the UCM uses an outbound trunk channel for its duration, so make sure your trunk has capacity for busy periods.
Do we need to install anything on the UCM?
No. Mizo works purely through call routing; there's no Grandstream API connection.
Can we use it for after-hours only?
Yes. A time condition that sends only out-of-hours calls to Mizo is the simplest way to start.
Which PSAs do tickets go to?
ConnectWise PSA, Autotask and HaloPSA.
Agents and pages that work with Grandstream
Phone Agent
Answers calls, matches the caller and opens a complete ticket.
Intake Agent
Bundles duplicates, filters noise and matches every ticket to the right contact.
Triage Agent
Classifies and prioritizes every ticket against your rules.
AI agents for MSPs
The full Mizo agent fleet for MSP service desks.