Enable MCP Tool Calls in Phone Agent
C
Chris Swecker
Allow Phone Agents to invoke tools exposed via MCP servers during live calls. This would let callers ask for real-time, account-specific information (e.g., order status, appointment availability, ticket updates, balances) that the agent can retrieve securely from internal systems through MCP and then respond with up-to-date results.
N
Nick E
For us, Ai Phone isn't useful if it can't verify the user calling or open a new ticket in our PSA with ticket # verification feedback to the call. Having customers just go to voice mail is more value add and less trouble. Our testing, and we only have maybe 50 inbound calls into Ai phone agent so far, the Ai is not consistent day to day or call to call. It keeps jumping the rails and wants to help the caller 'fix' their computer or VPN or reboot a cable modem. We want to train a customer facing agent on our Tier 1 procedures and what we do and do not do. We offer network services in a specific market, all ONT/Fiber based. Not cable modem. The Ai will not get off the cable modem questions!