AI phone agent for MSPs on Webex Calling
Webex Calling gives you call queues, hunt groups and auto attendants in Control Hub. Use queue overflow or hunt group forwarding to send calls your team can't take to Mizo.
- Status
- Works via call forwarding
- Connection
- Queue overflow or hunt group forwarding to a Mizo number
- Works in
- ConnectWise PSA · Autotask · HaloPSA
- Agents
- Phone Intake
About Webex Calling: Webex Calling is Cisco's cloud calling service, administered in Control Hub, with call queues, hunt groups and auto attendants.
What the Phone Agent does for Webex Calling users
Webex Calling keeps routing your calls. Mizo answers the ones you send it and turns each into a ticket.
Call queue overflow
When the queue reaches its maximum size, or a caller has waited longer than you allow, overflow transfers the call to the Mizo number.
Hunt group no-answer forwarding
Forward unanswered hunt group calls to Mizo after a set number of rings, or always, if Mizo should take every call.
Caller matched, ticket written
The Phone Agent matches the caller to their company and contact in your PSA, then creates or updates the ticket with the transcript and a summary.
On-call transfer for emergencies
When a call needs a human now, the Phone Agent transfers it to the on-call number you configure.
How Mizo works with Webex Calling
There is no API integration with Webex Calling. You forward calls from Webex Calling 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 with Webex Calling
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.
Forward from Webex Calling
In Control Hub, set the call queue's overflow treatment to transfer to a phone number (the Mizo number), or turn on call forwarding for the hunt group.
Set on-call and client rules
Give Mizo the number to transfer emergencies to (not your main line, to avoid loops) and any per-client rules for what counts as urgent.
Mizo and Webex Calling: common questions
What triggers call queue overflow in Webex Calling?
Overflow applies when the queue is full, and you can also enable it after callers have waited a set number of seconds.
Can we use the auto attendant instead?
Yes. If your support line starts at an auto attendant, you can route its after-hours option to the Mizo number. Choose whichever object callers actually reach first.
Do we keep our numbers on Webex Calling?
Yes. Nothing is ported and there is no Webex Calling API connection. You only forward calls to the Mizo number.
Agents and pages that work with Webex Calling
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.