ElevenLabs agents on Voice Logica

Your ElevenLabs agent answers your number through Voice Logica, calls out from it, and transfers callers to your team, blind or warm. Every call is recorded in Voice Logica and can be analysed next to your team’s calls.

Being rolled out

If you don’t see Connect an AI agent (ElevenLabs, Vapi, Retell) on your line, ask us in Support and we set it up for you.

Before you start

• Your own line in Telephony: a SIP trunk from your own carrier or your office PBX. Voice Logica’s own numbers can’t carry an outside agent.
• Your agent in ElevenLabs.
• Trunk minutes on your plan (see What is charged).

An ElevenLabs API key is optional. With a key, Connect sets up the ElevenLabs side in one click. Without one, you copy four values into ElevenLabs yourself (Set it up without an API key).

1. Send your number’s calls to the agent

1. Open the line

   Telephony - Trunks, open the line that has your number.

2. Choose the destination

   Under Default Inbound Destination, set Destination Type to SIP URI (AI platform or SIP system) and pick the ElevenLabs preset with your region. The card AI agent on this line appears.

3. Connect the agent

   With an API key: click Connect an AI agent (ElevenLabs, Vapi, Retell), choose ElevenLabs, paste your API key if none is saved yet, pick the Agent and click Connect. A message confirms that your agent now answers your number.

   Without a key: follow Set it up without an API key below.

4. Call your number

   Your ElevenLabs agent answers. The call appears in Calls.

Connect does the ElevenLabs side for you: it imports your number in ElevenLabs with this line’s address and a login only ElevenLabs uses, and assigns your agent. The same number in ElevenLabs is now set up to call out through your Voice Logica line too (section 3).

For the key: ElevenLabs - Developers - API keys. A key limited to ElevenAgents (agents and phone numbers), with no credits, is enough. EU, India and Singapore accounts are detected from the key.

Set it up without an API key

1. Open Set it up by hand

   On the line, in AI agent on this line, open Set it up by hand. It shows the Number to import and the line’s SIP address.

2. Create a login, for outgoing calls only

   If your agent will also call out, click Create login and copy the Username and Password. The password is shown only once. Incoming calls and transfers work without a login.

3. Import the number in ElevenLabs

   In ElevenLabs, Phone numbers - Import number - From SIP trunk, and fill in:

   Field in ElevenLabs	Value
   Phone number	The Number to import, exactly as shown (for example +302101234567)
   Inbound: media encryption	Disabled
   Outbound: address	The SIP address (<line ID>.sip.voicelogica.ai)
   Outbound: transport	TCP
   Outbound: media encryption	Disabled
   Outbound: username and password	The Username and Password from step 2 (leave empty if you skipped it)

4. Assign your agent

   Open the imported number in ElevenLabs and choose your agent. Then call your number.

To send only some numbers to the agent, use an inbound route with the same SIP URI destination instead of the line’s default.

2. Transfers to your team

You set transfers in ElevenLabs, on the agent: Tools - Add tool - Transfer to number.

1. Choose SIP REFER

   Set the transfer type to SIP REFER. The other types belong to Twilio numbers: on a SIP number ElevenLabs answers them with “Unknown transfer type”.

2. Add each destination

   Use a phone number for outside numbers and a SIP address for everything else. The SIP address uses your line’s address, which ElevenLabs shows for your number under Outbound after you connect (<line ID>.sip.voicelogica.ai).

3. Tell the agent when to use each one

   In the destination’s description, or in the agent’s prompt: “Transfer billing questions to Maria”, “Transfer urgent calls to the support team”.

You want	Destination in ElevenLabs
Blind transfer to a person	SIP address sip:108@<line ID>.sip.voicelogica.ai (108 = their extension)
Blind transfer to a team	SIP address sip:<group extension>@<line ID>.sip.voicelogica.ai
Blind transfer to an outside number	Phone number +302101234567
Warm transfer to a person	SIP address sip:warm-108@<line ID>.sip.voicelogica.ai
Warm transfer to an outside number	SIP address sip:warm-+302101234567@<line ID>.sip.voicelogica.ai

Blind: the caller is passed straight on and your agent leaves the call.

Warm: the caller hears hold music while the person rings. When they answer, the caller and the person are connected and your agent leaves.

Tell your team why they get the call. Add a custom SIP header X-VL-Summary to the transfer, with a short summary the agent fills in. Voice Logica saves it with the call as the transfer reason.

Use full numbers or Voice Logica extensions. Short service numbers (like 903), emergency, premium-rate, shared-cost and satellite numbers are refused.

3. Outgoing calls from your agent

After Connect, or with the login set up by hand, your number in ElevenLabs places its calls through your Voice Logica line.

• Start them from ElevenLabs as usual: an outbound call from the number, Batch calling, or the ElevenLabs API.
• The person you call sees your number.
• The calls appear in Calls as outgoing, with recording and analysis like any other call.

Outgoing only. A line can be connected for outgoing calls only: your agent calls out through it and incoming calls keep going where they go today. The line then shows that your agent places its calls through this line and that incoming calls are not affected. Ask us in Support to connect it this way.

4. Transfers during outgoing calls

The same transfer tool works when your agent placed the call. Here it moves the person you called:

• Blind: the person is passed to your colleague or number and the agent leaves.
• Warm: the person hears hold music while we ring your colleague. Your colleague sees the customer’s number, not yours, so they know who is waiting. When they answer, the two are connected and the agent leaves.

5. See every call analysed

This is where Voice Logica adds what ElevenLabs alone doesn’t show you.

• Every call, incoming and outgoing, is in Calls: the agent’s part and the part your team handled after a transfer.
• Each call has its recording. With analysis on, you also get the transcript by speaker, a summary and your call results: why they called, whether a booking was made, what happens next.
• Callers are matched to your contacts, with their history.
• Workflows can run when the call ends: a task for the team, a CRM update, an email or SMS.
• Your team’s own calls are analysed with the same results, so you compare the agent and your people on the same scale.

Each connected line has an Analysis switch, on by default. While it is on, each call is transcribed and, at the end, analysed by the default analysis agent in Call settings: the summary and whatever else that agent is set up to produce. That uses analysis minutes as well as trunk minutes. If you have no analysis minutes left, calls still go through, without a transcript, on trunk minutes only. Turned off, the line’s calls are never transcribed. While the connection is being rolled out, we set the switch for you.

6. Try the same agent on Voice Logica

On the line, click Import agent (or API Keys - AI platforms - Import an agent). Voice Logica copies the prompt, greeting, voice, model, transfers, tools and knowledge, and keeps the same ElevenLabs voice when it can. Give it a test number or your after-hours calls and compare both agents in Calls. When you change the original, Update agent brings the changes over and publishes a new version. More in Try a Voice Logica agent.

If something doesn’t work

What you see	What to do
ElevenLabs says “Unknown transfer type”	Set the transfer type to SIP REFER.
Set up by hand, and the agent doesn’t answer	The number in ElevenLabs must be exactly the Number to import, with an agent assigned and media encryption Disabled.
A transfer to a short number is refused	Use the full number, or the Voice Logica extension of the person or team.
Outgoing calls end at once, without ringing	Your carrier must allow this line to call out. Some virtual PBX extensions can only receive calls: connect the agent to a line that can call out.
Calls are refused before they ring	Your plan has no trunk minutes left. See Billing.
Connect says the line is a Voice Logica number	Outside agents run on your own SIP trunk or office PBX. Connect that line instead.
The card AI agent on this line isn’t there	Set the destination to SIP URI first. If it still isn’t there, ask us to set the connection up.