UGS 2x AI Call Flow Agents & Automation Systems - Proposal

Prepared for: Unified Global Solutions (UGS)

Prepared by: Automate Your Biz (AYB AI)

Date: 6/26/26

Executive Summary

Custom-Development of 2x UGS AI Call Flow Agents & Automation Systems to replace the manual PM work currently required to complete call-flow calls for new UGS customers.

UGS uses two different call-flow processes:

  1. Call Flow – Lines / Gateway
  1. Call Flow – Hosted Phones

Although these are separate call-flow types, they are closely linked to the onboarding process.

In some cases, the call-flow questions can be completed during the initial onboarding call by transferring to the correct call flow agent based on the service type.

In other cases, the call-flow call is scheduled and completed later ahead of installation.

Today, PMs manually chase customers, ask the required call-flow questions, complete the correct PDF, attach it to the Zoho opportunity, mark call flow as provided, and complete notes/activity cleanup.

This system will automate that workflow across both call-flow types, reducing PM workload by 100% and saving UGS an estimated $25,000–$75,000 per year.

Return On Investment
Current manual call-flow workload:
  • 200–250 call-flow calls per month.
  • 25–60 minutes of total PM time per completed call flow.
  • 83.33–250 hours of PM time per month.
  • 1,000–3,000 hours of PM time per year.
  • PM cost: $25/hour.
Current annual cost:
  • $25,000–$75,000 per year in manual PM call-flow labour.
Automation ROI:
  • 100% reduction in manual call-flow workload.
  • $25,000–$75,000 in annual savings.
  • Faster call-flow completion.
  • Better provisioning readiness.
  • Reduced PM chasing and follow-up.
  • Cleaner Zoho opportunity records and call-flow PDF attachments.
1) Goals & Current Context
Your goals from discovery:
  • Replace manual PM call-flow calls.
  • Automate both Lines/Gateway and Hosted Phones call-flow processes.
  • Ensure call-flow PDFs are completed accurately and attached to Zoho.
  • Give provisioning the information required to build systems ahead of install.
  • Reduce manual customer chasing.
  • Reduce Zoho notes/activity cleanup.
  • Improve install readiness and operational consistency.
Today:
  • The onboarding call happens first.
  • The call-flow step may be completed during onboarding or scheduled later.
  • Gateway/Lines call flows are simpler and sometimes completed on the onboarding call.
  • Hosted Phones call flows are more detailed because UGS is providing the full phone system, including new phones and configuration.
  • Call-flow completion is time-sensitive because provisioning needs lead time to build the system before deployment.
2) Current Manual Call-Flow Process
Lines / Gateway

Gateway/Lines customers use UGS lines of service through a gateway device that converts UGS's VoIP signal to analog, while the customer continues using their on-premise PBX or existing physical phone system.

Current PM tasks include:
  • Confirming the correct opportunity and service type.
  • Reviewing onboarding details.
  • Multiple outbound call chasing attempts ahead of install.
  • Asking gateway call-flow questions.
  • Confirming business hours.
  • Confirming busy-line handling.
  • Confirming voicemail settings.
  • Confirming star codes.
  • Confirming outage forwarding.
  • Confirming POS/software requirements.
  • Submitting the call-flow PDF.
  • Attaching it to the Zoho opportunity.
  • Marking call flow as provided.
  • Completing Zoho notes/activity cleanup.
Volume & Time


Volume split:

Lines / Gateway represents approximately 25% of call-flow calls.


Average PM time:

Approximately 25 minutes all-in PM time per completed Lines / Gateway call flow.
2.5) Current Manual Call-Flow Process
Hosted Phones

Hosted Phones customers use UGS for the full phone-system deployment, including new phones and more detailed configuration.

Volume & Time


Volume split:

Hosted Phones represents approximately 75% of call-flow calls.


Average PM time:

Approximately 30-60 minus all-in PM time per completed Hosted Phones call flow.
Current PM tasks include:
  • Confirming the correct opportunity and service type.
  • Reviewing onboarding and phone-system details.
  • Multiple outbound call chasing attempts ahead of install.
  • Asking hosted call-flow questions.
  • Confirming extensions and staff names.
  • Confirming call routing.
  • Confirming ring groups.
  • Confirming business-hours and after-hours behavior.
  • Confirming voicemail settings.
  • Confirming auto attendant requirements.
  • Confirming paging needs.
  • Confirming star codes.
  • Confirming remote-phone requirements.
  • Confirming POS/software requirements.
  • Handling portal access requests.
  • Handling SnapMobile access requests.
  • Scheduling phone training.
  • Submitting the call-flow PDF.
  • Attaching it to the Zoho opportunity.
  • Marking call flow as provided.
  • Completing Zoho notes/activity cleanup.
3) Scope of Work
In-scope:
  • 2x AI Call Flow Agents: Lines / Gateway Call Flow Agent and Hosted Phones Call Flow Agent.
  • Service-type detection from Zoho opportunity.
  • Correct call-flow selection based on service type.
  • Call-flow-now vs schedule-later logic from onboarding.
  • Outbound scheduled call-flow calls.
  • Reminder and follow-up automation.
  • All required question capture from the relevant call-flow PDF.
  • PDF generation for the correct call-flow form.
  • PDF attachment to Zoho opportunity.
  • Opportunity update to mark call flow as provided.
  • Exception alerts where call flow is incomplete close to install.
  • Reporting on completed, incomplete, and unreachable customers.
Out-of-scope unless added later:
  • Full provisioning build automation.
  • Manual provisioning changes inside NetSapiens.
  • Complex custom system design beyond the call-flow questions.
  • Billing/payment handling.
  • Non-English call-flow calls.
4) Solution Design

Call-flow calls triggered after onboarding or ahead of install.

AI Core:
  • Voice-enabled AI agents with structured flows for each call-flow type.
  • Service-type routing: Lines / Gateway → Gateway Call Flow Agent; Hosted Phones → Hosted Call Flow Agent; Internet-only → no call-flow required.
  • Validation logic for required fields.
  • Dynamic branching for optional sections like voicemail, auto attendant, portal access, SnapMobile, training, and POS/software.
Key Capabilities:
  • Identify the customer/opportunity.
  • Confirm service type.
  • Ask the correct call-flow questions.
  • Validate answers.
  • Summarize answers back to the customer.
  • Generate the correct completed PDF.
  • Attach the PDF to the Zoho opportunity.
  • Mark call flow as provided.
  • Alert UGS/Matt if the customer remains unreachable 7 days before install.
5) Call Flow – Lines / Gateway Agent

The Lines / Gateway Call Flow Agent will handle the simpler gateway call-flow process.

The AI will ask and capture:

General Setup
  • Confirm business name.
  • Confirm business hours.
  • Confirm whether more than one business operates in the office.
Call Handling
  • When all lines are busy, what should calls do?
  • Should calls continue ringing until a line is available?
  • Should any alternate busy-line routing be configured?
Voicemail
  • Does the customer need voicemail enabled through UGS equipment?
  • If yes, capture the voicemail requirements.
  • Would the customer like voicemail-to-email transcription?
  • If yes, confirm whether this applies to all voicemail boxes or only the main voicemail.

Star Codes

  • Does the customer need any custom star codes built?
  • If yes, capture the code and what it should do.
  • Example: forwarding calls when needed.

Outage Forwarding

  • In the case of a power or internet outage, what cell number should calls forward to?
POS / Software Requirements
  • Does the customer have any software, POS system, or other system that works with the phone system?
  • Example: POS system uses Caller ID to pull up past orders.
Additional Notes
  • Are there any features or requests from the sales conversation not already covered?
  • Capture any additional notes required for provisioning.
Output:
  • Completed Gateway Call Flow PDF.
  • PDF attached to Zoho opportunity.
  • Call flow marked as provided.
  • Call notes/activity cleanup completed.
6) Call Flow – Hosted Phones Agent

The Hosted Phones Call Flow Agent will handle the more detailed phone-system configuration process.

The AI will ask and capture:
General Setup
  • Confirm business name.
  • Identify any numbers that should ring a specific person or group of people.
  • Capture extensions and staff names assigned to each phone.
  • If cordless phones are included, capture cordless users and locations.
Advanced Provisioning
  • Confirm business hours.
  • During business hours, what should happen when someone calls the main number? (Ring all phones / Ring one phone / Ring a group / Auto attendant / Voicemail)
  • If voicemail is involved, identify the correct voicemail box.
  • Capture ring groups if needed.
  • Capture auto attendant message if needed.
  • Outside business hours, what should happen when someone calls the main number? (Straight to voicemail / Auto attendant with options / Continue ringing / Hang up)
  • If voicemail is involved, identify the correct voicemail box.
  • Confirm whether voicemail-to-email transcription should be enabled.
  • Confirm whether transcription applies to all voicemail boxes or just the main voicemail.
  • Capture any star codes used for call forwarding or other functionality.
Paging / Remote / Special Phone Requirements
  • Confirm whether the customer needs the ability to page all phones for announcements.
  • Confirm whether motel/hotel rooms have existing analog phones that must stay working.
  • Confirm whether any phones are used remotely or in different buildings.
Miscellaneous / General Clean-Up
  • Confirm whether any software, POS systems, or other systems work with the phone system.
  • Capture details if a POS system uses Caller ID to pull up past orders or similar.
  • Capture additional notes or special requests not covered in other questions.
Portal Access
If the customer wants portal access:
  • Explain they will be trained on the portal and given access shortly after installation.
  • Capture required portal training details.
  • Include OP name and POC name where required.
  • Select accurate time zone.
  • Book portal training no earlier than the day after install.
SnapMobile Access

If the customer asks for SnapMobile app access:

  • Explain they can inquire on the phone training call after install to receive logins.
  • If they need access ASAP, capture: Email addresses, Staff names, Extension associated with each staff member.
  • Note that login credentials will be emailed a day or two before installation.
Phone Training
  • Schedule phone training.
  • Book phone training no earlier than the day after install.
  • Capture any relevant training notes.
Output:
  • Completed Hosted Call Flow PDF.
  • PDF attached to Zoho opportunity.
  • Call flow marked as provided.
  • Phone training/portal training booked where required.
  • Call notes/activity cleanup completed.
7) Scheduling, Chasing & Install Readiness

The call-flow process is linked to install readiness.

Current requirement:
  • The provisioning team needs enough lead time to build the system before deployment.
  • Call-flow information should ideally be captured around 10 days before install, or earlier.
  • If the customer does not complete call flow on the onboarding call, a future call-flow appointment should be scheduled instead of relying on blind chasing.
Recommended automation process:
  • At the end of onboarding, ask whether the customer wants to complete call flow now.
  • If yes, route to the correct Call Flow Agent based on service type.
  • If no, schedule the call-flow call appropriately before install.
  • Send email reminders ahead of the scheduled call.
  • If the customer misses the call, send a rescheduling link and follow-up reminders.
  • If the customer is still unreachable 7 days before install, notify UGS/Matt.
  • Track each attempt, result, and current status in Zoho.
8) Integrations & Data
Zoho CRM
  • Pull opportunity details.
  • Confirm service type.
  • Determine which call-flow agent should be used.
  • Attach completed PDF to the opportunity.
  • Update "call flow provided" field/checkbox.
  • Add notes/activity updates.
  • Flag incomplete cases.
PDF Generation
  • Generate the correct PDF: UGS Gateway Call Flow PDF and UGS Hosted Call Flow PDF.
  • Name PDFs consistently with business name, opportunity ID, and date.
  • Attach PDF under Zoho opportunity attachments.
Zoho Bookings / Calendar
  • Schedule call-flow calls where required.
  • Schedule portal training where required.
  • Schedule phone training for Hosted Phones customers.
  • Apply time-zone and install-date logic.
Email/SMS Reminders
  • Send scheduled call reminders.
  • Send rescheduling link if the customer misses a call.
  • Send internal alerts when call flow remains incomplete.
9) Implementation Plan & Timeline

Total Estimated Duration: ~3-4 weeks from kickoff, subject to timely access, testing, and UGS feedback.

1
Phase 1 - Kickoff & Workflow Confirmation
  • Confirm final Gateway and Hosted call-flow questions.
  • Confirm service-type routing rules.
  • Confirm Zoho fields and API access.
  • Confirm PDF templates.
  • Confirm "call flow provided" update process.
  • Confirm call-flow scheduling, reminders, and escalation rules.
2
Phase 2 - Agent Build
  • Build Lines / Gateway Call Flow Agent.
  • Build Hosted Phones Call Flow Agent.
  • Build service-type routing logic.
  • Build answer validation and confirmation logic.
3
Phase 3 - Zoho + PDF Automation
  • Build PDF generation for both call-flow types.
  • Build Zoho attachment workflow.
  • Build opportunity field updates.
  • Build notes/activity cleanup logic.
4
Phase 4 - Scheduling + Reminder Automation
  • Build call-flow scheduling logic.
  • Build reminders and rescheduling flow.
  • Build internal alerts for incomplete call flow close to install.
  • Build training booking logic where needed.
5
Phase 5 - UAT & Internal Testing
  • Test with sample Gateway/Lines opportunities.
  • Test with sample Hosted Phones opportunities.
  • Validate PDF outputs.
  • Validate Zoho attachment and field updates.
  • Test incomplete/unreachable customer workflows.
6
Phase 6 - Go Live & 6 Month Optimization
  • Launch into production.
  • Monitor early calls and completion rates.
  • Review incomplete and exception cases.
  • Refine prompts, validation, follow-up, and Zoho mappings.
  • Monthly optimization and support for 6 months post go-live.
10) Deliverables
AI Agents
  • Lines / Gateway Call Flow Agent.
  • Hosted Phones Call Flow Agent.
Automation
  • Service-type routing automation.
  • Scheduled outbound call-flow automation.
  • Reminder and rescheduling workflow.
  • Notes/activity cleanup automation.
  • Incomplete call-flow alerting.
PDF & Zoho
  • Gateway Call Flow PDF generation.
  • Hosted Call Flow PDF generation.
  • Zoho PDF attachment workflow.
  • Zoho "call flow provided" update.
Reporting & Support
  • Reporting dashboard.
  • 6 months of post-go-live support and optimization.
11) Pricing & Terms
One-time setup:
$4,995
( $2,497 Per Call Flow Agent )

Includes development of 2x AI Call Flow Agents, service-type routing, Zoho integration, PDF automation, call-flow scheduling, reminder logic, testing, and go-live preparation.

Support & optimization:
$1,195 p/mo .


For 6 months post go-live - Includes monitoring, support, reporting, minor workflow updates, prompt tuning, error handling, keeping systems up to date, and regular performance optimizations.

12) Support & SLA

AYB-AI Support Hours: Monday–Friday, 9am–5pm EST via Zoom, Slack, or email.

Response Targets:

P1 (production issue / onboarding agent unavailable)

Response within 2-4 business hours.

P2 (workflow degraded / PDF or Zoho issue)

Same business day.

P3 (minor prompt, wording, or field update)

Within 2 business days.

Ongoing optimization includes:
  • Prompt tuning.
  • Field validation refinements.
  • PDF formatting adjustments.
  • Exception handling improvements.
  • Regular performance optimization.
13) Next Steps
1

Review and approve proposal.

2

Sign service agreement.

3

Provide Zoho/API access, test records, and field mapping.

4

Confirm final Gateway and Hosted Call Flow PDF templates.

5

Confirm training booking process and calendar access.