A Webex Calling AI receptionist on an auto attendant key
A Webex Calling auto attendant or call queue sends callers to a Cartesia agent's number, so the agent works as your Webex Calling AI receptionist.
Front-line agent
Answers calls from the auto attendant or queue overflow and passes the rest to your team.
Instructions
Answer premium due dates, payment options and office hours. Transfer claim status to the claims queue, policy changes to the service team, and named requests to that agent's Webex number.
- Handoff
- Webex Calling team number
Connected tools
- Transfer to Webex CallingTransfer
What a Webex Calling AI voice agent can do
Open one to watch a call. The grey lines are the tools the agent calls mid-sentence.
A key set to Transfer call without prompt sends callers to the agent's number from the business or after hours menu.
When calls wait past the overflow time, the queue's Overflow Settings transfer them to the agent's number instead.
Callers who ask for someone go to a Webex Calling number, such as a hunt group, a call queue or a user.
Webex Calling settings
These are the Control Hub settings for sending callers to the agent.
- Auto attendant
- Services, Calling, Features, Auto Attendant, Manage, Menu. Transfer call without prompt.
- Call queue
- Services, Calling, Features, Call Queue, Manage, Overflow Settings. Transfer to phone number.
- User forward
- Management, Users, the user, Calling, Call handling, Call forwarding.
- Permissions
- National and toll free allow transfers and forwards by default. International is blocked by default.
Set it up
A phone hand-off. Control Hub features send callers to the agent's number as an outside number. There is no SIP trunk between Webex Calling and Cartesia. Vendor details read in November 2026.
Give the agent a number
Import a number from Twilio or connect a SIP trunk number. Transfers work only on Twilio and SIP trunk numbers, not on Cartesia numbers.
Allow forwards to the agent's number
In Control Hub, open Management, Locations, the location, Calling, then Outgoing Call Permissions. Check that the call type of the agent's number has Allow transfer/forwards on.
Point a key at the agent
Under Services, Calling, Features, open Auto Attendant, click Manage, and pick the attendant. In Menu, set a key to Transfer call without prompt with the agent's number.
Set the way back and test
Add a transfer rule in Cartesia to a Webex Calling number that reaches a person. Call the auto attendant, press the key, and ask for a person.
Before you build
International forwards are off by default
Webex blocks international calls and their transfers and forwards by default. Use an agent number in the same country, or allow it for the location.
Users can override the location
Users, workspaces and virtual lines can have their own calling permissions. Check the feature or user that forwards to the agent, not only the location.
Menus hang up without input
With no operator key set, the auto attendant disconnects after 10 seconds of silence. Name the agent's key plainly in the greeting.
Transfers are cold
The person who picks up gets the call, not the conversation. Have the agent tell the caller where it's sending them before it transfers.
Use cases for teams on Webex Calling
More integrations
Enterprise-grade security
HIPAA compliant
SOC 2 Type 2
GDPR
Webex Calling AI voice agent FAQs
Does Webex Calling have an AI receptionist?
Yes. Cisco's AI Receptionist for Webex Calling is an add-on that answers routine questions, works out what the caller wants and routes the call. To use a Cartesia agent instead, an auto attendant key or call queue sends callers to the agent's phone number. Webex Calling has no built-in Cartesia connection.
Can I use my own AI agent with Webex Calling?
Yes, as an outside number. Check that the location's Outgoing Call Permissions allow transfers and forwards for that number's call type. International is blocked by default, so a same-country number is simpler. A Cartesia agent calls webhook tools you define in your own systems and uses the voice and model you choose.
How do I forward Webex Calling calls to an AI agent?
In Control Hub, go to Services, Calling, Features, open Auto Attendant, click Manage, and pick the attendant. In Menu, set a key to Transfer call without prompt with the agent's number. Name the key in the greeting, because the attendant hangs up after 10 seconds of silence with no operator key.
Can call queue overflow go to the agent?
Yes. Under Services, Calling, Features, open Call Queue, click Manage, and in Overflow Settings choose Transfer to phone number with the agent's number. Callers nobody answers then reach the agent.
Can I forward one user's calls instead?
Yes. In Control Hub, set the user's Call forwarding to forward all or unanswered calls to the agent's number. Busy forwarding can't be turned on while call waiting is enabled.
Who bills the minutes when Webex forwards to an agent?
Cartesia charges $0.03/min, plus LLM usage and telephony, and Twilio or your SIP carrier bills the agent's number. Transfers work only on Twilio and SIP trunk numbers, not on Cartesia numbers.
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