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Connecting your Voice Agent to Ooma

This guide walks through how to route your Ooma phone system to a voice agent using an extension.

Note, this process may vary slightly based on your current configuration in Verizon.

Overview

To connect a voice agent with Ooma, you’ll:

  1. Use an extension to forward calls externally
  2. Route calls from the virtual receptionist to that extension
  3. Forward calls from the extension to the voice agent number
  4. Configure a fallback number for human transfers

Since Ooma’s virtual receptionist cannot forward directly to external numbers, an extension is required as an intermediary step.

Prerequisites

Before getting started, make sure you have:

  • Access to your Ooma admin account
  • A configured virtual receptionist
  • An available extension
  • Your Yonder voice agent phone number
  • A fallback number

Step 1: Configure an Extension for the Voice Agent

Because external forwarding is not supported directly from the virtual receptionist, you will use an extension to handle this.

  1. Navigate to your Extensions in Ooma
  2. Select an existing extension or create a new one
  3. Open Settings
  4. Go to Call Handling
  5. Set incoming calls to:
    • Forward immediately
  6. Enter your voice agent phone number

This ensures:

  • Any call routed to this extension is instantly forwarded to the voice agent

Step 2: Update the Virtual Receptionist

Next, configure your virtual receptionist to route calls to the extension.

  1. Navigate to your Virtual Receptionist
  2. Update routing rules for:
    • Business hours
    • After hours
    • Holidays (if applicable)
  3. Set the destination to:
    • The voice agent extension

👉 This ensures all calls pass through the extension before reaching the voice agent

Step 3: Configure 24/7 or Scheduled Routing

Depending on your needs:

  • 24/7 voice agent coverage
    • Route all calls (business hours, after hours, holidays) to the extension
  • Time-based routing
    • Customize when calls are sent to the extension vs. handled internally

Final Call Flow

Once configured, your system will work like this:

  1. Customer calls your main business number
  2. Call is answered by the virtual receptionist
  3. Virtual receptionist routes the call to the voice agent extension
  4. Extension immediately forwards to the voice agent
  5. Voice agent answers the call
  6. If needed → transfers to your fallback number

Tips & Best Practices

  • Use an extension as a bridge for external forwarding
  • Keep forwarding set to immediate for a seamless experience
  • Route all time periods (business hours, after hours, holidays) if using 24/7 coverage
  • Test the full flow to ensure smooth transitions
  • Keep fallback voicemail and routing intact for reliability

Frequently Asked Questions

  1. Where do I find my Yonder Voice Agent phone number?
    To access your Voice Agent phone number, head to the Yonder Dashboard and click on Voice -> Setup. You will see your number at the top where it says "You can call your number at +18881234567."
  2. Where do I add my fallback number?
    To add your fallback number, head to the Yonder Dashboard and click on Voice -> Setup. You will see "Forward to Staff", add your fallback number here.
  3. Do I need a fallback number?
    Yes. Fallback numbers are required so when a guest requests to talk to a team member, the Voice Agent can successfully forward the call. You'll want to ensure the fallback number is different than the main business number guests call.

Have other questions? Contact support@yonderhq.com.