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Tutorial

CRM Calls: Phone System Setup

Account: VITAG (Vitagen Labs)
Documented: June 28, 2026

Overview​

UltraCart Calls is a fully integrated cloud phone system built directly into UltraCart. It gives VITAG a dedicated business phone number, inbound call routing, an IVR/auto-attendant menu, agent softphones (browser-based calling), call recording, voicemail, and AI voice agents that can handle customer calls autonomously — all without a separate phone service provider or VoIP subscription.

Because the phone system is native to UltraCart, agents can see a customer's full order history, subscription status, and conversation archive the moment a call comes in — without switching between systems.

⚠️ Prerequisites: CRM Calls is an add-on module that must be enabled on the VITAG account. It is not available by default. Contact UltraCart support to activate:

Current State (VITAG)​

FeatureStatus
Permission LevelWho Has ItWhat They Can Do
Call AgentSupport staffAnswer calls, transfer, hold, voicemail
Call SupervisorTeam leadsMonitor live calls, coach, view queue dashboard
Calls AdminOperations managerFull settings access, configure everything

Business Hours & Availability​

Each agent can set their availability schedule. Calls only route to agents who are marked as available. Outside business hours, calls route to voicemail or an after-hours AI voice agent.

Part 4: Call Queues​

Navigation: CRM → Calls → Settings → Queues

Queues are routing pools that incoming calls enter. The system distributes calls to available agents (or AI agents) in the queue.

Creating a Queue​

  1. Navigate to Queues

  2. Click Add Queue

  3. Configure:

SettingDescription
Queue Namee.g. "General Support", "Subscription Help"
Routing StrategyRound-robin (even distribution) or priority
Wait MessageAudio played to callers while waiting
Queue MembersHuman agents and/or AI agents assigned to this queue
AI Coach AgentOptional: AI agent that coaches human agents in real time
AI PriorityNeutral / First / Backup (when AI agents are in the queue)
AI TimeoutSeconds before AI transfers to a human if unresolved
Max Wait TimeHow long before routing to voicemail or fallback
RoleDescription
Autonomous inbound handlingAI answers the call, greets the caller, looks up orders/subscriptions, performs actions, transfers to human if needed
Real-time coachingAI listens to human agent call and whispers suggestions (caller cannot hear)

Setting Up an AI Voice Agent for Calls​

The same AI Agent used for webchat and SMS also handles calls. The voice channel adds:

  1. Voice Instructions — written specifically for phone call behavior (spoken language, not chat language)

  2. Voice Personality — select from Ara, Rex, Sal, Eve, or Leo

Navigate to: CRM → Workforce → AI Agents → [select agent] → Voice Instructions

Voice Instructions Example for VITAG​

You are handling a customer phone call for Vitagen Labs. Speak naturally and 
conversationally — you will be heard as audio, so avoid using formatting like 
bullet points, asterisks, or markdown. Keep responses concise.

When the customer says their name or order number, repeat it back to confirm.
For subscription changes, always confirm the specific action before executing:
"Just to confirm, you'd like to skip your next shipment scheduled for [date]. 
Is that correct?"

If the customer seems frustrated, acknowledge their feelings before proceeding.
If you cannot resolve an issue, offer to create a support ticket or transfer 
to a specialist. Do not leave the customer hanging — always tell them what 
will happen next.

Adding an AI Voice Agent to a Queue​

  1. Navigate to CRM → Calls → Settings → Queues

  2. Edit the target queue (e.g. "Subscription Help")

  3. Under Queue Members, toggle on the AI Agent

  4. Set AI Priority:

    • First — AI answers immediately; transfers to human if unresolved within timeout

    • Backup — AI only answers when no human agents are available

    • Neutral — AI treated same as human agents in round-robin

  5. Set AI Timeout (suggested: 120–180 seconds for subscription calls)

  6. Save

Real-Time AI Coaching Setup​

To have an AI coach human agents during calls:

  1. Edit the queue

  2. Under AI Coach Agent, select an AI Agent

  3. Save

  4. During any call from this queue, the human agent can activate AI Coaching from the softphone

Coaching whispers appear in a panel visible only to the human agent, with priority levels: Info, Suggestion, Warning.

Part 7: Additional Features​

Call Recording​

Enable in queue settings or globally. Recordings are stored in UltraCart and accessible via:

  • CRM → Calls → Call History → select a call → Recordings

Uses: QA review, training, dispute resolution.

⚠️ Legal note: Many US states require one-party or two-party consent for call recording. At minimum, include a disclosure in the IVR greeting: "This call may be recorded for quality assurance purposes."

Call Transcription​

Automatically transcribes calls. Available in the call detail record alongside the recording. Useful for:

  • Searching call content without listening to full recording

  • Reviewing AI coaching conversations

  • Sentiment analysis

Voicemail​

Each queue can have a voicemail box. Configure:

  • Max message length

  • Notification email address(es)

  • Voicemail greeting audio

Voicemails are stored in UltraCart and sent via email notification.

Agent-Assisted Payments​

When a customer needs to pay by phone (new order, subscription renewal, billing update):

  1. Agent brings up the order/customer in UltraCart while on the call

  2. Uses the agent-assisted payment flow to send a secure payment link to the customer's phone or email

  3. Customer enters card details in their own browser

  4. Agent can see payment status in real time without ever receiving card numbers

This keeps VITAG PCI-compliant — agents never handle raw card data.

Hardware Phones (SIP Desk Phones)​

UltraCart Calls supports SIP-compatible desk phones if VITAG prefers physical handsets over browser-based softphones. Connect by providing:

  • SIP server address (from UltraCart Calls settings)

  • SIP username and password (per-agent credentials)

  • SIP desk phone brand (Polycom, Yealink, Grandstream, etc.)

Class of Service (Call Restrictions)​

Restricts which types of outbound calls agents can make:

  • Local only

  • National only

  • International restrictions

  • Block premium numbers

Prevents unauthorized long-distance or international calls.

Part 8: AI Supervisor​

Navigation: CRM → Calls → AI Supervisor

The AI Supervisor monitors all call activity and provides supervisors with:

  • Real-time sentiment monitoring across active calls

  • Automatic flag when a call shows negative sentiment

  • Summary reports on call quality and agent performance

  • Coaching recommendations based on call transcripts

Pre-Launch Calls Setup Checklist​

Activation​

  • [ ] Contact UltraCart support to enable CRM Calls module

  • [ ] Confirm billing and pricing for the Calls add-on

Phone Numbers​

  • [ ] Provision at least one toll-free number

  • [ ] Add number to business cards, website, product packaging, email footers

Agents​

  • [ ] Create user accounts for all human call agents

  • [ ] Assign call permissions (Agent / Supervisor / Admin)

  • [ ] Test softphone in browser (Chrome recommended)

  • [ ] Ensure all agents have headsets with microphone

Queues​

  • [ ] Create "General Support" queue

  • [ ] Create "Subscription Help" queue

  • [ ] Create "Order Status" queue (AI-only)

  • [ ] Assign agents to each queue

  • [ ] Set business hours/availability for each agent

IVR Menu​

  • [ ] Record or create IVR greeting audio

  • [ ] Configure key press routing (1=Orders, 2=Subscriptions, 3=Agent)

  • [ ] Test each IVR option routes to correct queue

  • [ ] Set up after-hours behavior (voicemail or after-hours AI agent)

AI Voice Agent​

  • [ ] Configure Voice Instructions on the AI Agent (see 13-ai-agents-chat-sms.md)

  • [ ] Select voice personality (Ara recommended for VITAG)

  • [ ] Add AI Agent to "Order Status" queue as primary

  • [ ] Add AI Agent to "Subscription Help" queue as primary (or backup if humans available)

  • [ ] Test AI agent with inbound calls for each scenario

Call Recording & Compliance​

  • [ ] Enable call recording

  • [ ] Add recording disclosure to IVR greeting

  • [ ] Verify recording access in Call History

Voicemail​

  • [ ] Record voicemail greeting for each queue

  • [ ] Configure voicemail notification email(s)

Testing​

  • [ ] Call VITAG number from an external phone

  • [ ] Verify IVR plays correctly

  • [ ] Verify each menu option routes to correct queue

  • [ ] Test AI voice agent: "What's the status of my order?"

  • [ ] Test AI voice agent: "I want to skip my next shipment"

  • [ ] Test AI voice agent: "I want to cancel my subscription" (verify retention offer)

  • [ ] Test human agent transfer from AI

  • [ ] Test call recording saved in Call History

  • [ ] Test voicemail

Key URLs & References​

ResourcePath / URL
CRM Calls SettingsCRM → Calls → Settings
Phone NumbersCRM → Calls → Settings → Phone Numbers
Call QueuesCRM → Calls → Settings → Queues
IVR MenusCRM → Calls → Settings → IVR Menus
AgentsCRM → Calls → Settings → Agents
Call HistoryCRM → Calls → Call History
Queue MonitoringCRM → Calls → Queue Monitoring
AI Agents (Workforce)CRM → Workforce → AI Agents
Audio LibraryCRM → Calls → Audio Library
UltraCart Docs: Calls overviewCalls
UltraCart Docs: Getting startedGetting started with UltraCart Calls
UltraCart Docs: AI voice agentsAI voice agents
UltraCart Docs: IVR menusIVR menus (auto-attendant)
UltraCart Docs: Agent-assisted paymentsAgent-assisted payments
UltraCart Supportsupport@ultracart.com · 1-209-383-9870
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