Enable MCP Tool Calls in Phone Agent
under review
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.
J
Julia Carroll
updated the status to
under review
r
realdavidmckee
Adding to this, we hit the same wall this week.
Built an agent that pulls ticket history out of our PSA, process docs out of our documentation platform, and live device state out of our RMM. It's our most used agent. When I went to put it on a phone number the picker wouldn't take it, and every agent we'd actually want on a phone came back with "This agent uses tools, which aren't supported on phone yet."
The only agents left eligible are the ones with no tools, which are the ones with the least reason to be on a phone. A phone agent that can't look anything up can only read back what's already in its prompt.
Nick's point above is ours too. For an MSP the whole value is verifying the caller and handing them a real ticket number before they hang up. That needs a lookup during the call, not a transcript after it.
Post-call workflows are useful and we'll probably build one, but they don't help the caller who needs an answer while they're still on the line.
Is live tool calling on phone agents on the roadmap at all? Even a rough timeline would help us decide whether to wait or build the intake-only version now.
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!