Telephony Simulations

Simple phone number setup for instant voice agent testing

Telephony Integration

Bluejay makes it incredibly simple to test your voice agents using just a phone number. Provide a phone number, and Bluejay handles all the telephony infrastructure to connect with your agent.

Quick Start

Testing your voice agent is straightforward:

1. Add Your Phone Number: Configure your agent with any valid phone number
2. Create a Simulation: Set up test scenarios with customer personas
3. Run the Test: Bluejay automatically handles the call setup
4. Get Results: View detailed analytics, transcripts, and recordings

{
  "agent": {
    "name": "Customer Support Agent",
    "phone_number": "[phone]",
    "system_prompt": "You are a helpful customer support agent..."
  }
}

No complex setup, no infrastructure management, no telephony expertise required.

Inbound vs Outbound Testing

Understanding simulation testing directions is crucial for effective voice agent evaluation. Bluejay supports both testing approaches based on who initiates the call.

Outbound Testing (Default)

In outbound testing, Bluejay calls your agent to simulate incoming customer calls.

How It Works

1. You provide your agent’s phone number or SIP endpoint
2. Bluejay initiates calls to your agent using digital humans
3. The simulated customer (persona) interacts with your agent
4. Your agent responds as it would to real incoming calls

Characteristics

• Immediate Execution: Tests run as soon as triggered
• Multiple Iterations: Can repeat the same test multiple times
• High Control: Bluejay controls timing and execution
• Synchronous Results: Get results immediately after completion
• High Concurrency: Support for simultaneous calls

Use Cases

Perfect for testing:

• Customer Service Lines: Support hotlines, help desks
• IVR Systems: Automated phone menus and call routing
• Receptionist Agents: Virtual assistants answering calls
• Emergency Response: Crisis hotlines, urgent support
• Product Support: Technical support scenarios

Inbound Testing

In inbound testing, your agent calls Bluejay to simulate outbound campaigns and proactive scenarios.

How It Works

1. Bluejay provisions phone numbers for each test case
2. Your agent system initiates calls to Bluejay’s provisioned numbers
3. Bluejay answers as the simulated customer (persona)
4. Your agent conducts the outbound call scenario

Triggering Inbound Calls

Automatic Triggering (Recommended):

• Configure an HTTP endpoint that Bluejay calls to trigger your agent
• Bluejay passes the provisioned number as {{phoneNumberToDial}}
• Your system initiates the call automatically

Manual Calls:

• Bluejay displays provisioned numbers in the simulation interface
• You manually trigger your agent to call the provided numbers

Characteristics

• Asynchronous Execution: Tests wait for your agent to initiate calls
• Agent-Controlled Timing: Your system decides when to call
• Single Iteration: One test per provisioned number
• Pending State: Test cases remain pending until called
• Timeout Management: Configurable timeouts for pending tests

Use Cases

Perfect for testing:

• Sales Campaigns: Cold calling, lead follow-up
• Appointment Reminders: Medical, service appointments
• Survey Calls: Customer satisfaction, market research
• Collections: Payment reminders, account management
• Notifications: Alert calls, status updates
• Follow-up Workflows: Post-purchase, support follow-ups

Key Differences

Aspect	Outbound Testing	Inbound Testing
Who calls who	Bluejay → Your Agent	Your Agent → Bluejay
Execution	Instant	When your agent calls
Concurrency	Unlimited	One per number
Primary use case	Customer service	Sales/outreach
Timing control	Bluejay controls	You control
Test state	Running/Complete	Ready/Running/Complete
Setup complexity	Simple	Requires triggering

Choosing the Right Testing Direction

Choose Outbound Testing When:

• Testing customer service scenarios
• You need immediate results and feedback
• Running high-volume or load tests
• Testing response to incoming requests
• Validating IVR flows and call routing
• Testing agent availability and responsiveness

Choose Inbound Testing When:

• Testing sales or marketing campaigns
• Your agent initiates customer contact
• Testing dialer integrations and workflows
• Validating outreach scripts and processes
• Testing follow-up and reminder systems
• Simulating proactive customer engagement

Configuration Examples

Outbound Testing Configuration

{
  "agent_id": "agent_123",
  "phone_number": "[phone]",
  "test_direction": "outbound",
  "iterations": 5,
  "concurrency": 3,
  "scenarios": [
    {
      "name": "Product Support",
      "customer_persona": "frustrated_customer",
      "expected_outcome": "issue_resolved"
    }
  ]
}

Inbound Testing Configuration

{
  "agent_id": "agent_456", 
  "test_direction": "inbound",
  "trigger_endpoint": {
    "url": "https://your-system.com/trigger-call",
    "method": "POST",
    "headers": {
      "Authorization": "Bearer your-token"
    },
    "body": {
      "phone_to_dial": "{{phoneNumberToDial}}",
      "campaign_id": "{{campaignId}}"
    }
  },
  "timeout_minutes": 60,
  "scenarios": [
    {
      "name": "Sales Follow-up",
      "customer_persona": "interested_prospect",
      "expected_outcome": "appointment_scheduled"
    }
  ]
}

Real-World Examples

E-commerce Customer Support

{
  "simulation": {
    "name": "Order Status Support",
    "agent_phone": "[phone]",
    "test_mode": "customer_service",
    "customer_persona": {
      "name": "Sarah Johnson",
      "tone": "concerned",
      "issue": "Order delayed, needs update"
    },
    "success_criteria": [
      "Order status provided",
      "Customer satisfaction >= 4/5",
      "Call duration < 5 minutes"
    ]
  }
}

Insurance Claims Processing

{
  "simulation": {
    "name": "Auto Insurance Claim",
    "agent_phone": "[phone]",
    "test_mode": "customer_service",
    "customer_persona": {
      "name": "Mike Chen",
      "tone": "stressed",
      "issue": "Car accident, need to file claim"
    },
    "required_actions": [
      "Collect incident details",
      "Verify policy information",
      "Schedule adjuster appointment"
    ]
  }
}

Outbound Sales Campaign

{
  "simulation": {
    "name": "Lead Follow-up Campaign",
    "test_mode": "sales_campaign",
    "trigger_endpoint": {
      "url": "https://crm.company.com/trigger-call",
      "headers": {"Authorization": "Bearer token"}
    },
    "customer_persona": {
      "name": "Jennifer Wilson",
      "tone": "interested",
      "context": "Downloaded product brochure last week"
    },
    "success_criteria": [
      "Product demo scheduled",
      "Contact information confirmed",
      "Follow-up date set"
    ]
  }
}

Supported Phone Systems

Bluejay works with virtually any phone system:

✅ Compatible Systems

• Traditional PBX: Any standard business phone system
• VoIP Providers: Twilio, RingCentral, 8x8, Vonage, etc.
• Cloud Contact Centers: Amazon Connect, Genesys Cloud, Five9, etc.
• SIP-based Systems: Any system supporting standard SIP protocols
• Mobile Phones: Direct mobile number testing
• Landlines: Traditional telephone lines

📞 Supported Number Formats

• US/Canada: +1XXXXXXXXXX
• International: Full international format required
• Extensions: Supported with comma-separated dialing
• Toll-Free: 800, 888, 877, 866, 855, 844, 833 numbers

Key Benefits

🚀 Zero Infrastructure Setup

• No telephony infrastructure required
• Works with your existing phone system
• Start testing in minutes

📊 Complete Analytics

• Full conversation transcripts
• Audio recordings for quality review
• Performance metrics and automated scoring
• Success/failure analysis with detailed insights

🔄 Realistic Testing Environment

• Actual phone call experience with real network conditions
• Natural conversation flow and timing
• Authentic customer interaction patterns
• Real-world audio quality and latency

📈 Enterprise-Scale Testing

• Run multiple simulations simultaneously
• Batch testing capabilities for large scenarios
• Automated recurring tests for continuous monitoring
• Load testing to validate system capacity

Technical Requirements

Customer Service Testing

• Concurrent Call Handling: Ensure your agent can handle multiple simultaneous calls
• Response Time: Monitor how quickly your agent answers and responds
• Rate Limiting: Configure limits to prevent system overload
• Network Reliability: Stable connectivity for consistent results

Sales Campaign Testing

• Call Triggering: Set up HTTP endpoint or manual calling process
• Timeout Configuration: Set realistic timeouts (default: 60 minutes)
• Dialer Integration: Configure your system to call Bluejay’s numbers
• Failed Call Handling: Implement graceful error handling

Best Practices

Getting Started

1. Start Simple: Begin with customer service testing for immediate feedback
2. Match Production: Choose the testing mode that matches your real-world usage
3. Test Incrementally: Start with single calls, then scale to multiple scenarios

Optimization

• Monitor Performance: Track answer rates, call duration, and success metrics
• Scenario Variety: Test different customer personas and edge cases
• Quality Review: Regularly review recordings and transcripts
• Load Testing: Use customer service mode for high-volume testing

Advanced Monitoring

• Real-time Dashboards: Monitor active tests and results live
• Alert Configuration: Set up notifications for failures or performance issues
• Continuous Testing: Schedule regular tests to catch regressions early

Enhanced Analytics with SIP

For customers requiring deeper insights and metadata collection, consider upgrading to our SIP connectivity option.

SIP Benefits:

• Tool Call Tracking: Monitor every API call and external service interaction
• Custom Metadata: Collect business-specific metrics and outcomes
• Real-time Analytics: Push live performance data during calls
• Advanced Evaluation: Link conversation outcomes to specific agent behaviors

Learn more about SIP connectivity →

Getting Started

1. Configure Your Agent: Add your phone number to your agent settings
2. Choose Your Testing Mode: Select customer service or sales campaign testing
3. Create Test Scenarios: Define customer personas and expected outcomes
4. Run Your First Test: Execute a simulation and monitor results
5. Analyze Results: Review transcripts, recordings, and performance metrics
6. Iterate and Improve: Use insights to enhance your agent’s performance

Ready to test your voice agent? Our telephony integration makes it as simple as providing a phone number.