Number settings: greeting, recording, transcription and voicemail

This feature is available if the Telephony feature has been activated for your account.

In short: For each connected phone number you decide what a caller hears, whether calls are recorded and transcribed, whether callers can leave a voicemail and whether the number accepts incoming calls. Each number has its own card with its own Save button.

Where to find this

Go to Organisation > Channels > Telephony > Settings. Each connected number is on its own card, with the number in international format at the top and, if one has been set, the display name. The Phone agents table is at the bottom of the page.

Who: from the Organisation admin role upwards. The settings apply per number and therefore per organisation. If your account has multiple organisations, choose the right organisation with the organisation switcher at the top.

The card of one phone number on the Telephony page with the fields Greeting message, Record calls, Transcription, Voicemail when nobody answers, Recording announcement, Greeting language, Accept incoming calls and the Save button.

Saving settings

1. Change the fields you want on the number’s card.
2. Click Save on that same card. Each card only saves its own number.
3. You see Settings saved. If it fails, you see Could not save settings.

The settings in the Phone agents table are saved immediately as soon as you flip a switch; no Save button is needed there.

All fields per number

Greeting message

The Greeting message is spoken when no phone agent is available to answer (the explanation next to the field: Spoken when no phone agent is available to answer.). This happens in two situations:

• No colleague is available at the moment the customer calls.
• Colleagues have rung, but nobody answered within the ringing time.

If you leave the field empty, the caller hears the aishaa default text, which is in Dutch: “Bedankt voor uw telefoontje. Wij kunnen uw oproep op dit moment niet beantwoorden.” (Thank you for your call. We are unable to answer your call at the moment.) If Voicemail when nobody answers is on, a beep follows the greeting and the caller can leave a message. If voicemail is off, the call is ended after the greeting.

The greeting is spoken in the Greeting language. So write the text in the same language as the chosen language code.

Record calls

Turn on Record calls to record answered calls. The explanation in aishaa: Answered calls are recorded (caller and agent on separate tracks) and stored securely in aishaa. Used for the call transcript on the ticket. Make sure the recording announcement is enabled.

What recording means:

• Both incoming and outgoing calls on this number are recorded as soon as they are answered.
• The recording is available as a playable audio file on the call message in the ticket, regardless of the transcription setting.
• If a colleague adds another colleague to the call, the recording continues; all colleagues together are on one track, the customer on the other.
• Only recorded calls can be transcribed.

Recording is off by default. If you turn it on, check that the recording announcement is on (see below).

Transcription

The Transcription list only appears when Record calls is on. The help text on the field explains that the transcript appears on the call in the ticket and lets aishaa understand the conversation, that only recorded calls are transcribed and that the audio is sent to the speech service that aishaa uses for this. With a live transcript, the text appears in the softphone during the call; with Live, refined after the call, the more accurate transcript is added after the call.

The expanded Transcription list with the four options After the call, Live during the call, Live, refined after the call and Off.

aishaa uses the transcript on the ticket to understand the call, and it is searchable in the tickets. How the transcript appears on the ticket is explained in Phone tickets and transcripts.

Voicemail when nobody answers

The explanation next to this switch: Unanswered calls hear the greeting and can leave a message after the beep. The voicemail is transcribed into the phone ticket, so no call is ever lost.

This is how voicemail works:

1. The caller hears the Greeting message, followed by a beep.
2. The caller leaves a message of up to 180 seconds (3 minutes). If there is silence, the recording stops earlier.
3. The voicemail is added as a playable audio file to the call message in the caller’s phone ticket.
4. The voicemail is transcribed when Transcription is set to After the call or Live, refined after the call. The transcript appears collapsed below the audio.

Voicemail is on by default. If you turn voicemail off, a caller who cannot reach anyone only hears the greeting, after which the call is ended. Even then a call message remains on the ticket, so you can see that someone called.

Recording announcement

With Play recording announcement at call start, the caller hears an announcement before the colleagues start ringing. When the switch is on, the Recording announcement text field appears with the explanation: Spoken to the caller before the call is connected. Required by GDPR when calls are recorded or transcribed; leave empty for the platform default.

• The default text, which is also shown as an example in the field, is in Dutch: “Dit gesprek kan worden opgenomen en getranscribeerd voor een goede afhandeling van uw vraag.” (This call may be recorded and transcribed so that we can handle your question properly.)
• The announcement is spoken in the Greeting language.
• The announcement plays on every incoming call on which colleagues ring, even if Record calls is off. So only turn the switch off if you do not record or transcribe anything on this number.
• With the routing Known colleague first, then everyone, the announcement plays once, before the known colleague rings. If everyone rings after that, the announcement is not repeated.

The announcement is on by default. If you record calls or have them transcribed, the GDPR requires you to inform the caller about this. In that case, do not turn the announcement off.

Greeting language

Under Greeting language, enter a language code, such as nl-NL, en-GB or de-DE. This language applies to everything spoken on this number: the greeting message, the voicemail text and the recording announcement. There is one language per number. If you leave the field empty, aishaa uses nl-NL.

Accept incoming calls

With Accept incoming calls you decide whether the number accepts incoming calls.

• On: calls are offered to the phone agents, with a greeting and voicemail if nobody answers.
• Off: an incoming call is rejected. The caller hears no greeting and cannot leave a voicemail, and no ticket is created. Outbound calls from aishaa remain possible.

Phone agents

Below the number cards is the Phone agents table with the explanation These colleagues ring in aishaa when your number is called. There is a switch for each user of the organisation. The list applies to all the organisation’s numbers together; you cannot assign colleagues per number. See Activate telephony for a step-by-step explanation.

Good to know

• Each number card has its own Save button. If you change two numbers, click Save on both cards.
• Recording, transcription and voicemail apply per number. If an organisation has multiple numbers, you can set them up differently.
• The recording announcement only plays on incoming calls. If you call a customer from aishaa while Record calls is on, that call is recorded without an automatic announcement. In that case, tell the customer yourself that the call is being recorded.
• The Transcribe WhatsApp voice messages switch in the account settings is about WhatsApp and has no effect on telephony. See Policy: sensitive data and voice transcription.
• A maximum call duration, a queue, an options menu (press 1 for…) or time-based greetings do not exist in aishaa.
• The ringing time (how long colleagues ring before the greeting plays) is not a setting per number; it has been fixed by aishaa.

Related

• Activate telephony
• Routing of incoming calls
• Making and receiving calls
• Phone tickets and transcripts
• Policy: sensitive data and voice transcription
• Data protection in aishaa