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Test your voice agents that operate through traditional phone systems (PSTN, VoIP). UserTrace supports testing for both incoming and outgoing voice agents.
Supported Regions: We currently accept phone numbers from the United States, Singapore, and India.

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Getting Started

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1. Connect Your Phone System

In the UserTrace dashboard, navigate to Agent Setup and select Telephony Integration. Required Information:
  • Phone number (with country code)
  • Agent type (Incoming or Outgoing)
Example: 
Phone Number: +1-555-123-4567
Agent Type: Incoming Agent
Region: United States

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2. Set Evaluation Context

Define your pass and fail criteria for voice interactions: Example Pass/Fail Criteria: 
Pass Criteria:
- Answers within 3 rings
- Clear audio quality and speech
- Understands customer requests accurately
- Provides helpful solutions
- Professional and friendly tone
- Completes calls efficiently

Fail Criteria:
- No answer or long wait times
- Poor audio quality or unclear speech
- Misunderstands customer requests
- Provides incorrect information
- Unprofessional or inappropriate tone
- Call drops or technical issues

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Agent Types

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Incoming Voice Agents

For agents that answer incoming calls (traditional customer service): How It Works:
  1. You provide your agent’s phone number
  2. Our simulated user calls your number when simulation starts
  3. Your agent answers and handles the conversation
  4. The call continues based on the scenario
  5. Results are analyzed after call completion
Setup Requirements:
  • Ensure your phone system can accept calls from our test numbers
  • Configure your agent to handle the expected call volume
  • Test that your IVR (if any) allows reaching the agent quickly

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Outgoing Voice Agents

For agents that make outbound calls (sales, follow-ups, reminders): How It Works:
  1. You start a simulation in the UserTrace dashboard
  2. Your agent calls our designated test number (shown in dashboard)
  3. Our simulated user answers as the target persona
  4. The conversation proceeds based on the scenario
  5. Results are analyzed after call completion
Key Requirements:
  • Call our number when simulation starts (5-minute window)
  • Call from the exact number you registered in agent setup
  • We will only answer calls from your registered number
  • Have your agent ready to make the call within the time window
Dashboard Information: 
Test Number to Call: +1-555-TEST-999
Your Registered Number: +1-555-123-4567
Status: Ready to Receive Call

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Advanced Setup: Webhook Triggers

For automated outgoing agents, we can send a webhook to trigger your system to make the call: Webhook Format: 
{
  "trigger": "start_outbound_call",
  "scenario_id": "sales_followup",
  "target_number": "+1-555-TEST-999",
  "call_from": "+1-555-123-4567",
  "metadata": {
    "persona": "interested_prospect",
    "context": "product_demo_followup",
    "expected_duration": "5-10 minutes"
  }
}
Your Response: Your system should acknowledge the webhook and initiate the call within the 5-minute window: 
{
  "status": "accepted",
  "estimated_call_time": "30 seconds",
  "call_id": "your-internal-call-id"
}

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Best Practices

Call Quality

Audio & Connection• Ensure clear audio quality • Test your phone system beforehand • Have backup numbers ready • Monitor call completion rates

Response Timing

Timing Requirements• Answer incoming calls within 3 rings • Make outgoing calls within 5-minute window • Handle natural conversation pauses • Don’t rush through responses

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Testing Process

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For Incoming Agents

  1. Start Simulation: Click “Run Test” in UserTrace dashboard
  2. Incoming Call: Our simulated user calls your number
  3. Answer Promptly: Your agent should answer within 3 rings
  4. Handle Conversation: Respond based on your training/prompts
  5. Natural Completion: Let the conversation end naturally
  6. Review Results: Analyze call transcript and scoring

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For Outgoing Agents

  1. Start Simulation: Click “Run Test” in UserTrace dashboard
  2. Call Instructions: Dashboard shows the number to call
  3. Make the Call: Your agent calls within 5-minute window
  4. We Answer: Our simulated user picks up as the target persona
  5. Handle Conversation: Your agent leads the conversation
  6. Natural Completion: Complete the call objective
  7. Review Results: Analyze call performance and outcomes

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Common Scenarios

Customer Service (Incoming):
  • “I need help with my order”
  • “My service isn’t working properly”
  • “I want to cancel my subscription”
  • “Can you help me with billing?”
Sales & Outreach (Outgoing):
  • Follow-up after product demo
  • Appointment scheduling calls
  • Customer satisfaction surveys
  • Payment reminder calls

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Troubleshooting

Common Issues: Incoming Agents:
  • No answer: Check if your phone system is configured correctly
  • Busy signal: Ensure sufficient line capacity
  • Poor quality: Test your telecom provider’s connection
Outgoing Agents:
  • Call not connecting: Verify you’re calling the exact test number
  • Call rejected: Ensure you’re calling from your registered number
  • No answer from us: Check if you’re calling within the 5-minute window

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Regional Setup

Phone Format: +1-XXX-XXX-XXXXExample: +1-555-123-4567
Phone Format: +65-XXXX-XXXXExample: +65-6123-4567
Phone Format: +91-XXXXX-XXXXXExample: +91-98765-43210
Need help with telephony setup? Our team can assist with phone system configuration and regional requirements. Contact [email protected].