Direct Answer (TL;DR)
If the Brilo AI platform experiences downtime, configured fallback destinations ensure inbound calls continue to reach human teams or capture caller details. Failover (fallback) routes calls to external numbers, hunt groups, or carrier-level forwarding, and the AI business phone system can collect and send post-call summaries for follow-up. Warm transfer (human briefing) and cold transfer (straight handoff) behaviors determine whether humans receive context during handoff.
Why This Question Comes Up
Operations and admin teams must ensure business continuity for inbound voice channels when the Brilo AI platform or an AI voice agent becomes unavailable. Organizations ask about failover because unanswered calls cause missed revenue, frustrated customers, and compliance or SLA breaches. Decision-makers need clarity on fallback routing, carrier interactions, and how AI voice agent capabilities support human handoffs and notifications.
How Failover Works (High-Level)
Failover relies on layered routing and handoff rules that run when the AI voice agent cannot complete a call. During a failure scenario:
The AI voice agent attempts configured call transfer logic and, if a human recipient answers, performs a warm transfer (briefing then connect) or a cold transfer (direct handoff).
If no human answers, the AI voice agent captures structured caller information and queues a notification to the support team.
If the Brilo AI platform cannot respond at all, carrier-level forwarding or SIP trunk rerouting can redirect calls to a preconfigured backup number or hunt group (shared phone group).
Guardrails & Boundaries
Failover behavior must operate within predefined guardrails to avoid routing loops, data leaks, and unsupported actions. To maintain a secure AI business phone system, recommended guardrails include:
Only route fallback numbers that do not forward back into the same AI phone number (prevents forwarding loops).
Limit AI voice agent data capture to approved fields and redact sensitive elements where required.
Use confidence thresholds and escalation rules to determine when the AI voice agent must escalate to a human (handoff).
Define maximum ring times and retry counts to avoid excessive retries during carrier outages.
Applied Examples
An after-hours support line: Configure an after-hours fallback number (external team) and enable the AI business phone system to capture caller issue and contact details when humans are unavailable (fallback + data capture).
Peak-hour overflow: Use a hunt group (shared phone group) as the fallback so multiple agents can answer if the AI reaches capacity.
Platform outage: Set carrier-level call forwarding (call forwarding / carrier-level forwarding) at the phone provider to a backup call center number or voicemail.
Escalation with context: Enable warm transfer (human briefing) so the AI voice agent calls the human, transmits intent and key facts, then joins or hands off the caller.
Human Handoff & Escalation
Human transfers must preserve caller context to avoid repetition and friction. For a warm transfer (warm transfer), the AI voice agent dials the human, relays the caller intent and recent dialog, and then connects. For a cold transfer (cold transfer), the AI voice agent passes the call without pre-brief. Escalation rules should specify when the AI voice agent must escalate (e.g., low confidence, payment issues, regulated queries) and whether on-call staff receive SMS/email summaries.
Setup Requirements
To enable reliable failover, admins must provide:
At least one reachable external fallback number or hunt group (hunt group).
Administrative access to update agent routing and handoff settings in the Brilo AI admin console.
A configured Phone book for human recipients and escalation contacts.
Email and/or SMS notification channels for post-call summaries and missed-transfer alerts.
Optional carrier/SIP trunk configuration for call forwarding at the provider level (SIP trunk / carrier-level forwarding).
Documentation of escalation paths and monitoring responsibilities.
Business Outcomes
Proper failover reduces missed calls, shortens time-to-response, and preserves customer trust. Expected outcomes include:
Continuous availability of inbound voice channels even during platform interruptions.
Fewer abandoned calls via fallback routing and voicemail capture.
Faster human follow-up because the AI business phone system passes structured context and sends notifications.
Predictable behavior during outages, reducing operational risk and supporting SLA adherence.
Next Step
To implement failover for your account, review your Brilo AI agent’s Call transfer or Handoff settings, add verified fallback numbers in the Phone book, and test warm transfer and carrier-level call forwarding. If assistance is required for carrier-level forwarding or SIP trunk configuration, book a call with us to validate recovery options and avoid forwarding loops for your business's AI phone system.