AddisFly - 9455 Call Center

Our short code 9455 and the ten office lines (0116198346–0116198355) are provided by Ethio Telecom on the RingCloud platform, and they are wired directly into our ERP. Every call — answered or missed — is recorded against the customer automatically.

How a call flows today

1. A customer dials 9455 or one of the ten direct lines.
2. RingCloud puts the call into our queue and rings the agent seats.
3. Within a minute the call appears in our system as a Call Log, with the caller matched to their Customer or Lead record by phone number (any format — 09…, +251…, spaced).
4. The call also shows in the Communication Inbox under the Phone channel, beside that customer's email, Telegram and chat history.

When a call is missed

Nothing is left to memory:

• A callback task is created automatically and assigned to a support agent in rotation (currently Nardos, Betelhem and Salem). It closes itself if the customer later connects.
• The AI assistant messages the caller on Telegram within minutes — in Amharic and English — offering help with flights, prices and bookings, and it handles the whole conversation in whatever language the customer replies in. The human callback still stands; the AI is an extra net, not a replacement.
• Callers who are not on Telegram get the human callback only, until an SMS gateway is added.

Daily report

Every day at 5 PM supervisors receive a Telegram digest: how many calls came in, how many were answered, which callers are still waiting for a callback, and any callback task left open for more than four hours.

Voice AI (built, not yet on the phone line)

The AI voice agent is finished and tested: it listens, understands and speaks back in the caller's own language (Amharic, English and more), answers in about three seconds, lets the caller interrupt it, hands over to a human when asked or when money is involved, and writes a summary of the call for the agent who picks it up next.

It cannot answer real phone calls yet — Ethio Telecom must first give us SIP access to the line. Until then it serves customers on Telegram, and it can be demonstrated from the desk.

Where to look in the system

Current status and what is pending

Working: the lines, call capture into the ERP, customer matching, callback tasks, the AI Telegram outreach, and the daily digest.

Pending on Ethio Telecom (Nahom): SIP credentials so agents can answer calls inside the ERP screen and the AI can take calls by voice; call-recording storage (their server currently returns an error); and a queue that rings all ten seats rather than one.

Pending on us: giving agents access and training on the system, and choosing an SMS gateway so the AI can also reach callers who do not use Telegram.

Note for managers: until agents are set up on the system, only one seat rings, so most calls will show as missed. That is a rollout gap, not a fault in the phone line.

Working the callback list

When a call is missed the system creates a callback task, but a queue call rings several agents at once — so one customer can produce several tasks. Do not work the raw task list; use the report:

Callback Priority — one row per person, ranked by how likely the call is to become a booking, with a plain-English reason on every row.

• Start at the top and work down. The Why this rank column tells you why someone is there: existing customer, called 4x, international, called today.
• Rows marked waiting >3 days are at the bottom on purpose — those callers have usually booked elsewhere.
• Rows marked AI replied on Telegram already received an answer from the assistant; your call is a bonus, not a rescue.
• Rows marked internal are our own numbers — skip them.
• Filter by Assigned to to see only your own callbacks.

When you have spoken to the customer, close the callback task on the Call Log so the number leaves the list.