> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getusertrace.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Telephony-Based Voice Agents
> Test voice agents that work over traditional phone systems
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.
## Getting Started
### 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
```
### 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
```
## Agent Types
### 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
### 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
```
## Advanced Setup: Webhook Triggers
For automated outgoing agents, we can send a webhook to trigger your system to make the call:
**Webhook Format:**
```json theme={null}
{
"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:
```json theme={null}
{
"status": "accepted",
"estimated_call_time": "30 seconds",
"call_id": "your-internal-call-id"
}
```
## Best Practices
**Audio & Connection**
• Ensure clear audio quality
• Test your phone system beforehand
• Have backup numbers ready
• Monitor call completion rates
**Timing Requirements**
• Answer incoming calls within 3 rings
• Make outgoing calls within 5-minute window
• Handle natural conversation pauses
• Don't rush through responses
## Testing Process
### 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
### 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
## 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
## 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
## Regional Setup
**Phone Format**: +1-XXX-XXX-XXXX
**Example**: +1-555-123-4567
**Phone Format**: +65-XXXX-XXXX
**Example**: +65-6123-4567
**Phone Format**: +91-XXXXX-XXXXX
**Example**: +91-98765-43210
**Need help with telephony setup?** Our team can assist with phone system configuration and regional requirements. Contact [support@getusertrace.com](mailto:support@getusertrace.com).