The right person joins already briefed.

The caller holds while the agent calls the right person and speaks the brief, and the call connects only when they accept.

Seven outcomes, and every one has a next step.

Each outcome is read from the carrier’s own signal, and your instructions choose what happens next, so every caller leaves with a plan.

RuleBilling questions → Sam, ext. 214 · warm, with a spoken brief

Outcome	What Maria hears	Next step
AnsweredRead from: Sam picks up and speaks	Sam from accounts is joining you now.	ConnectedSam joins, briefed
DeclinedRead from: Sam says “not right now”, or rejects the call	Sam can’t take it this minute, so I’ve booked a call back to you at nine tomorrow.	BookedCallback · Wed 9:00 AM
No answerRead from: It rings out	Sam isn’t picking up. I’ve sent your case over, and you’ll get a call first thing.	SentCase posted to #billing
BusyRead from: Sam’s line is busy	Sam’s on another call. I’ve booked you the next free slot.	BookedCallback · Wed 8:30 AM
VoicemailRead from: A voicemail greeting, heard before a word is spoken	Sam’s on voicemail, so I’ve booked a call back to you at half past ten.	BookedCallback · Wed 10:30 AM
DroppedRead from: The line to Sam drops mid-brief	I lost the line to Sam. I’ve texted you the direct number and sent your case over.	SentText to Maria
FailedRead from: The extension can’t be reached	I couldn’t reach accounts just now. Your case is with them, and you’ll get a text when it’s done.	SentCase opened in your CRM

Direct transfer: Straight to a number, SIP address or extension, with no brief first — set per rule.
Another AI agent: A specialist agent takes the call inside the same conversation; the caller repeats nothing.

A test transfer rings your own phone, and you hear the brief before you say yes.

Sam said yes after the brief