Calls on your own phone number

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

In short: You can have calls ring on your own mobile or landline number, instead of only in the browser or alongside the browser. aishaa then calls you as an ordinary phone call from the organisation’s number, tells you who is calling and asks you to press 1 to accept. You set this up yourself via My phone… in the availability menu.

Where to find this

Click the phone icon in the aishaa top bar and choose My phone… at the bottom of the menu. The Calls on my phone dialogue opens. The phone icon is only there if an Organisation admin has enabled you as a phone agent for the organisation you currently have selected (see Activate telephony).

Who: from the Agent role, and only if you are a phone agent. Your number and your choice apply to you personally, per organisation. An Organisation admin can set the same for you in the agents table on Organisation > Channels > Telephony > Settings.

How aishaa calls you on your own phone

If your own number rings along, aishaa calls that number as an ordinary phone call from the organisation’s phone number. So on your phone you see the organisation’s number, not the customer’s number.

1. Your phone rings. You pick up.
2. You hear a short announcement, for example Call from (name of the customer). Press 1. If someone calls from a withheld or unknown number, you hear Call via aishaa. Press 1. A phone number is never read out. If a colleague invites you into an ongoing call, you hear (name of the colleague) asks you to join. Press 1.
3. If you press 1, you are connected to the customer. A key press interrupts the announcement, so you do not have to wait for it to finish.
4. If a colleague has taken the call in the meantime, you hear Already taken by a colleague.

If you do not press 1 within eight seconds, the call counts as not answered. It then keeps ringing with your colleagues, or the customer hears the greeting and possibly the voicemail of the number.

Why you have to press 1

Only that 1 counts as accepting. That is deliberate: without that step your voicemail could take a call if you do not pick up in time. The customer would then be talking to a voicemail box while aishaa thinks a colleague has the call. The help text with the setting puts it like this: Recommended. Without it, picking up is answering: your voicemail can then take a call when you do not pick up in time.

The announcement is spoken in the Greeting language of the number that was called (see Number settings: greeting, recording, transcription and voicemail). During the announcement the customer simply hears the ringing tone.

The push notification

If the call rings on your phone, there is no pop-up in aishaa to respond to. That is why aishaa also sends a push notification:

You only get push notifications if you have allowed them (see Notifications). The notification is there so you know why your phone is ringing; you answer on the phone itself.

The Calls on my phone dialogue

At the top of the dialogue is the explanation Enter your own number and choose where calls ring. aishaa calls you from the organisation’s number; you hear who is calling and press 1 to accept.

The Calls on my phone dialog with the Your phone number field, the Where do you ring? drop-down list and the Ask me to press 1 before connecting switch.

The four choices under Where do you ring?:

Click Save. You see Phone settings saved. Messages you may come across:

• That is not a valid phone number. if the number is wrong. Use + and the country code.
• That is one of aishaa’s own numbers and cannot be used. if you enter a number that aishaa already knows as an organisation’s phone number.
• Your phone settings could not be saved. if saving fails.
• Your phone settings could not be loaded. Close this window and try again. if the dialogue could not fetch your current setting. In that case do not save anything; you could wipe your existing number.

If you choose an option that includes your phone but you do not enter a number, aishaa behaves as Only in the browser: there is then nothing to call.

What the admin sees and sets

At the bottom of Organisation > Channels > Telephony > Settings is the agents table with all the colleagues of the organisation. An Organisation admin fills in the same here, also for colleagues who never look in aishaa themselves.

The agents table at the bottom of Organisation > Channels > Telephony > Settings with the columns Colleague, Phone number, Rings, Press 1 and Phone agent.

Every change is saved immediately; you see Phone settings saved. Below the table is the explanation A phone number is called as a normal call from the organisation’s own number. With “Press 1” on, the colleague hears who is calling and presses 1 to accept, so voicemail never takes a call; a key press interrupts the announcement. Call minutes are charged for that leg.

That last point is important to know: because aishaa really calls the colleague’s own number, call minutes are charged for that part of the call, just as for an ordinary outbound call.

What you cannot do once you have answered on your phone

• You have no call controls in the browser. Muting, adding a colleague and leaving are done in aishaa, and those buttons belong to the phone in the browser. You end a call you answered on your own phone by hanging up.
• Wrapping up happens in the ticket. The card asking whether the question was resolved belongs to the phone in the browser. Open the phone ticket and set the status yourself, or close the ticket if the question is done (see Phone tickets and transcripts).
• An invitation from a colleague always rings on one device: the phone in the browser if that is reachable, otherwise your own number.

Good to know

• Do not disturb applies to both devices. If you set your status to Do not disturb, neither the browser nor your own number rings.
• If you are already on a call, you do not ring anywhere for a new call. That also applies to both devices at once.
• Your number and your choice apply per organisation. If you work in several organisations, set it separately in each one.
• Calling a customer always starts from the ticket in the browser, even if you only ring on your phone. See Making and receiving calls.
• Whether a call is recorded and transcribed depends on the settings of the number, not on the device you answer on.
• A call you answer on your phone ends up on a phone ticket just like a call in the browser.
• If you want to be reachable by phone on the move without having aishaa open, this is the way: aishaa simply calls you on your own number.

Related

• Making and receiving calls
• Activate telephony
• Routing of incoming calls
• Number settings: greeting, recording, transcription and voicemail
• Phone tickets and transcripts
• Notifications