Run a training session

Place a live practice call from an AI caller to a rep's phone, follow it to completion, and find the resulting call.

A training session is a real phone call. Starting one dials a rep’s desk phone immediately, and an AI caller plays the customer on the other end. Treat it as a live call: pick the moment, and tell the person their phone is about to ring.

Prerequisites

• Training enabled for the selected phone system. When it is off, the page shows a feature overview with Contact sales and Book a demo.
• At least one active AI caller — see Create AI callers for practice calls.
• At least one active phone assigned to an active extension. The page tells you which of the two is missing and keeps Start Training disabled until both exist.

Start a session

1. Open Training > Training Sessions.
2. Select Start Training.
3. Choose the AI Caller. Each option shows its category, personality, and difficulty.
4. Choose the Target Phone. Options are listed as Ext. 101 - Front Desk — one row per active phone on an active extension, so you pick the exact device that rings.
5. Optionally add tags. They are applied to the practice call, which makes a batch of sessions easy to find together later.
6. Select Start Call. The call is placed straight away, from your phone system’s outbound caller ID.

Follow the session

The row’s Status tracks the call:

Select Refresh to pull the latest state. When a session fails, the reason is shown under the status — a missing caller ID or a phone that could not be reached, for example.

Cancel appears while a session is pending, ringing, or in progress. It ends the live call immediately, which is the fastest way to stop a phone ringing at a bad moment.

Delete appears once a session is completed, failed, or cancelled. It permanently removes the session record. The call itself stays in your call history.

After the call

A completed session records its duration and produces an ordinary call in your call history:

• It is labelled as a training call to the target extension, so it is easy to tell apart from customer calls.
• The conversation is saved as a transcript with the roles the right way round — the AI is the customer and your rep is the person answering.
• Any tags you chose when starting the session are applied to the call.
• The call goes through the same analysis your phone system runs on real calls, so scoring and insights apply to practice too.

Review it the same way you review any other call — see Review call recordings, transcripts, and AI analysis.

Expected result

The session appears in the list with its AI caller, target extension, status, duration, start time, and tags. The rep’s phone rang, the AI played the scenario, and the finished call is in your call history with a transcript.

Troubleshooting

• The page shows a feature overview instead of sessions: the Training add-on is not enabled for this phone system.
• Start Training is disabled: you have no active AI callers, no phone assigned to an active extension, or neither. The message above the table says which.
• “Couldn’t load AI callers or phones”: the supporting lists failed to load, so the page cannot tell an empty setup from a failed request. Refresh and try again.
• The session fails immediately: the reason appears under the status. A missing outbound caller ID or an unreachable phone are the common causes; fix the phone-system setting and start a new session.
• Nobody answered: the session ends as failed. Start another when the rep is at their desk.
• The phone keeps ringing after you change your mind: select Cancel on the row.
• Cancel is not offered: the session already reached a final state.
• The practice call is missing a transcript: the call ended before any conversation happened — for example it was cancelled while ringing.

Related guidance

• Create AI callers for practice calls.
• Review call recordings, transcripts, and AI analysis.
• Manage provisioned phones.
• Create and manage extensions.