Operators — Your Staff & Extensions

Operators are your staff members inside Kickcall. In telephony terms, they're the equivalent of Extensions — the human endpoints the AI Agent can reach when a caller needs a real person.

The Agent uses Operators in three common cases during a call:

• Call transfer — warm or cold transfer to the right person.

• Send Email — the AI Agent sends the call summary to the Operator's email.

• Send SMS — notify an Operator over SMS based on call context.

Why Operator hours matter

Operator Working Hours are critical. Before the Agent transfers a call, it checks the Operator's schedule for that day and time:

• If the Operator is available → the Agent connects the call.

• If the request is outside Operator hours → the Agent will tell the caller "the team is not available at this moment" and will not connect a human.

Wrong or missing Operator hours are one of the most common reasons callers are told no one is available — even when the business is actually open. Always double-check each Operator's schedule and Off Days.

Operators list

Open the Business Portal and go to Operators. Operators are business-wide (not scoped to a single Location) — you'll see every Operator set up for the business, with their contact details, telephony binding (Extension, SIP URI, Phone, etc.) and Office Hours.

Add a new Operator

Click + Add Operator to create one. You'll fill in:

• Name — how the Operator appears in the list and to the Agent.

• Email — used when the Agent sends an email to this Operator.

• Phone Number — used for call transfer and SMS.

• Extension Number — internal extension if your telephony uses one.

• SIP URI — for SIP-based routing where applicable.

• Schedule → Working Hours — per day Open/Closed, start and end time, and optional Breaks.

• Schedule → Off Days — specific dates the Operator is unavailable (vacation, personal off, etc.)

Frequently Asked Questions