Documentation

Telephony channel

Number settings, routing, making and receiving calls, transcripts.

1. Activate telephony

   What you need to make and receive calls in aishaa: the Telephony feature, a connected phone number and colleagues who have been enabled as phone agents, optionally with their own phone number.

   Organisation admin · feature Telephony
2. Number settings: greeting, recording, transcription and voicemail

   All settings per connected phone number: greeting message, call recording, transcription, voicemail, recording announcement, language and accepting incoming calls.

   Organisation admin · feature Telephony
3. Routing of incoming calls

   Decide for the whole account who rings when a customer calls: first the colleague who knows the customer, or everyone at once.

   Account admin · feature Telephony
4. Making and receiving calls

   How to answer calls in aishaa, call a customer from a ticket, add a colleague to the call and wrap up the call.

   Agent · feature Telephony
5. Phone tickets and transcripts

   How a missed call, a voicemail and an answered call appear on the ticket, with the recording, the transcript and the Transcribe again button.

   Viewer · feature Telephony
6. Calls on your own phone number

   Let calls ring on your own mobile or landline number instead of, or alongside, the browser: how aishaa calls you, why you have to press 1 and what the admin sets per colleague.

   Agent · feature Telephony