Connecting your Voice Agent to Verizon One Talk

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

Overview

To connect your Yonder Voice Agent with Verizon One Talk, you’ll:

1. Access One Talk from your Verizon Business account
2. Configure call forwarding for your main number
3. Route calls to your voice agent’s external number
4. Set up a fallback number 

Once configured, incoming calls can be automatically handled by the voice agent, with the option to transfer to a human.

Prerequisites

Before getting started, make sure you have:

• Access to your Verizon Business account
• Access to One Talk
• Your voice agent phone number (external provider)
• A fallback number

Step 1: Access One Talk

1. Log into your Verizon Business account
2. Scroll to the One Talk section
3. Select the appropriate business or account
4. Click Manage Features

Step 2: Navigate to Call Forwarding

1. Within Manage Features, go to: User Features
2. Select: Call Forwarding
3. Switch the forwarding type from: Group → Selective

👉 Selective forwarding allows you to control routing per phone number

Step 3: Forward Your Main Number to the Voice Agent

1. Locate your main business phone number (typically the number listed publicly)
2. Select or expand that number
3. Add a new forwarding rule (e.g., using the + button)
4. Enter your voice agent phone number

This ensures:

• Calls to your main number are forwarded directly to the voice agent

Step 4: Configure Forwarding Schedule

Choose when the forwarding should apply:

• 24/7 forwarding (recommended for full coverage)
• Custom schedule (e.g., after hours only)

To configure a custom schedule:

• Select Custom
• Define the desired time ranges

Final Call Flow

Once configured, your system will work like this:

1. Customer calls your main business number
2. Call is forwarded via One Talk
3. Call routes to the voice agent
4. Voice agent answers the call
5. If needed → transfers to a fallback number

Tips & Best Practices

• Use Selective forwarding to control routing per number
• Start with 24/7 forwarding for simplicity
• Use custom schedules for after-hours coverage
• Test your setup after making changes
• Keep fallback numbers active and monitored

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.