Dograh Voice Agent — Help for AVI Staff

§Where it lives

Web address

https://192-241-130-149.sslip.io

This help page

https://192-241-130-149.sslip.io/help — or the blue Staff Help button in the top-right corner of any Dograh screen

the email and password used when the account was created

Our agent

Outbound Excelsheet

Calls come from

+1 571-571-1714 (Twilio)

Transfers go to

+1 703-943-9841 (Admissions), rings for 30 seconds

Runs on

our own server, alongside the AVI Vault and nevscorp.com

Open Dograh →

The web address will change It is temporary, based on the server's IP. When we move it to a proper name such as voice.avi.edu, this page gets updated and the old link stops working.

What's on this page

1. What the system does 2. The agent, in plain terms 3. Making a test call 4. What a lead hears 5. Reading the results 6. Call outcomes explained 7. Calling a list of leads 8. Coming next: the leads sheet 9. When something goes wrong 10. Rules we must follow 11. Glossary

1.What the system does

Dograh places phone calls with an AI voice that speaks and listens in real time.

For AVI it has one job: when somebody submits a Meta (Facebook or Instagram) ad form asking about a program, the agent calls them within minutes, confirms it's a good time to talk, and transfers the call to the Admissions Director. It does not sell, quote prices or answer detailed questions — those conversations belong to a person.

Why it's built this way Our programs are $10,000–$20,000 decisions. The AI's only job is to reach the lead quickly and hand a live human to Admissions. Speed is the advantage; judgment stays with staff.

2.The agent, in plain terms

An "agent" is a call script built as a small flow chart. Ours is called Outbound Excelsheet.

#	Step	What it does
1	Start call	The opening line, the moment the lead picks up
2	Main Agenda and Questions	The short conversation before the handoff
3	Global Node	Rules that apply at any point in the call
4	End Call	Ends and records why

Transferring is not a step — it is a tool the agent is allowed to use, set up once under Tools and attached to the step where it may be used. Ours dials +1 703-943-9841 and waits 30 seconds.

To change what the agent says, open Voice Agents → Outbound Excelsheet, click the step, edit the text, then press Save and Publish. Without Publish, live calls keep using the old wording.

Test after every wording change Make one test call to yourself (§3) before leaving a change in place. A small wording edit can change how the agent behaves for every lead that day.

3.Making a test call

To your own phone

Open Voice Agents and click Outbound Excelsheet.
Click Phone Call in the top bar.
Leave the telephony setting on twilio and the caller ID on +1 571-571-1714.
Type your mobile number and press Start Call.
Answer. The agent should speak within about a second.
Say yes when asked about being transferred, and check that the Admissions phone rings.

Through the browser, no phone

Use Test Agent in the top bar to talk to it through your computer's microphone, or to type to it. Good for checking wording. It does not test the phone line, and transfers do not work on browser calls — only a real phone call tests the handoff to Admissions.

Test calls are real calls They cost money and they ring a real phone. Never test against a lead's number.

4.What a lead hears

Their phone rings, showing our 571 number.
They answer, and about a second later the agent speaks the opening line.
It gives its name, says it is calling from AVI about the program they enquired about, and asks whether to connect them to the Admissions Director.
If they say yes, they hear brief hold music while Admissions is dialed.
When Admissions picks up, both people are joined and the AI leaves the call.

Admissions receives no notes — ask the caller This is a blind transfer. Whoever answers at Admissions gets a normal ringing call with no on-screen information and no summary of what was said. Start by asking the caller's name and which program they enquired about. Their details are in Dograh under the run (§5) and, once the sheet feature is built, in the leads sheet.

Somebody must answer the Admissions line The transfer rings for 30 seconds. A lead who agreed to be transferred and then heard nobody answer is the worst outcome in the system — worse than not calling at all. Only run calling hours when Admissions is covered.

5.Reading the results

#	Where (left-hand menu)	What you'll find
1	Agent Runs	Every call ever made: agent, number, outcome, date, duration, cost. Filter by date, outcome, number.
2	Click a Run ID	Full transcript, recording, what we knew going in, what the agent collected
3	Recordings	Our own audio clips (greetings, messages) — not call recordings
4	Reports	Daily totals with outcome and duration charts, downloadable
5	Billing	Credits and spend

Call recordings and transcripts are downloadable from the Actions column in Agent Runs.

Every finished call is labelled with an outcome — see the next section.

6.Call outcomes explained

Two different things decide the outcome: the phone network (did it connect?) and the agent (how did the conversation go?).

#	Outcome	What it means	Do we call again?
1	Transferred to admissions	A person took the transfer — the goal	No
2	Reached — admissions missed it	The lead agreed, nobody answered here	Call them back by hand, today
3	Callback requested	They asked to be called later	Yes, at that time
4	Not interested	They declined	No
5	Do not call	They asked us to stop	Never again
6	Voicemail	An answering machine picked up. Not detected automatically today — see the note below	Yes, later
7	No answer	Rang, nobody picked up	Yes, later
8	Busy	The line was busy or the call was declined	Yes, later
9	Wrong number	Not the person, or a bad number	No
10	Call failed	A technical problem	Yes

"Do not call" is permanent When someone asks not to be contacted, that number must never be dialed again — by the system or by staff. This is a legal obligation, not a preference.

Voicemail is a gap right now Two things that would catch an answering machine are both unavailable: the phone company's detection was switched off because it delayed the agent by 3 seconds, and Dograh's own voicemail handling does not work with the speech-to-speech voice we use. So when a machine picks up, the agent talks to it until the call ends. Watch for short calls with no reply in Agent Runs, and tell Krishna if there are many.

7.Calling a list of leads

A "campaign" calls a whole list instead of one number.

Campaigns → New campaign.
Name it, pick Outbound Excelsheet, pick the Twilio setup.
Upload a CSV. It must have a column named phone_number; other columns (name, program) are passed to the agent.
Under Advanced, set the calling hours, how fast to dial, how many at once, and retries.
Start it. Watch progress on the campaign page; Pause stops new calls immediately.

#	Setting	Suggested for AVI
1	Calling hours	Only while Admissions is staffed
2	Calls at once	1–2, so transfers are never queued behind each other
3	Attempts	3, at least 4 hours apart
4	Retry on	No answer, busy, voicemail

Start small Run your first campaign with 5–10 leads and listen to the recordings before scaling up.

8.Coming next: calling straight from the leads sheet

Designed, not built yet.

Dograh will read the All Programs tab of the Meta Leads Google Sheet every few minutes, call each new lead automatically, and write the result back into the row — status, time, attempts and a link to the recording — so the team keeps working in the sheet they already use.

Decisions still needed: who covers the Admissions line and when, the calling window, and whether to call the 248 existing leads or only new ones.

9.When something goes wrong

#	What you see	What it means / what to do
1	The page won't load	The server or the app is down — contact Krishna. Nothing is lost.
2	"Backend connection failed"	The app can't reach its own engine. Refresh once, then report it.
3	The call says started, phone never rings	Usually the carrier blocking an unknown number as spam. Try another phone.
4	Marked "busy" instantly	Same thing — the network refused the call before it rang.
5	Long silence after answering	Should now be about a second. If it's back to several seconds, report it.
6	Agent says something wrong	Open the run, read the transcript, fix the wording in that step, test again.
7	Transfer doesn't connect	Check somebody is at +1 703-943-9841 and the phone isn't on Do Not Disturb.
8	"Setup incomplete" on a telephony card	That's the unused Cloudonix SIP entry. Make sure twilio is the default.

10.Rules we must follow

#	Rule	Why
1	Call only between 8:00 AM and 9:00 PM in the lead's local time	Federal telemarketing law
2	Honor "do not call" immediately and permanently	Legal obligation, per-violation penalties
3	Call only people who submitted our form	Consent comes from the lead form
4	Don't call the same lead endlessly	3 attempts is the cap
5	Treat recordings and transcripts as student records	They contain personal information
6	Never paste lead lists into outside tools	The data stays on our server

11.Glossary

#	Term	Plain meaning
1	Agent / workflow	The call script, built as a flow chart
2	Run	One call, with its transcript and recording
3	Campaign	Calling a whole list of people
4	Disposition	The outcome label on a finished call
5	Telephony configuration	The phone account used to dial (ours is Twilio)
6	Caller ID	The number leads see when we call
7	Transfer (blind)	Handing the live call to a person, with no notes passed along — Admissions must ask the caller
8	Knowledge base	Documents the agent can draw answers from
9	Answering-machine detection	Carrier check for a machine — off for us, because it delayed the agent by 3 seconds
10	Lead	Somebody who submitted a Meta ad form