Configure Call Settings

Call Settings

The Call Settings area is where you configure global settings for your calls. Anything not having to do with routing or source tracking, e.g., call recording, transcription, announcement messages, and caller ID options.  This is configured in call settings. 

Watch the Call Settings video tutorial. 

Areas Covered:

• Set up
• Call Recordings
• Announcement Message
• Caller ID
• Spam Detective
• Agent Whisper Message
• Auto Text Response
• Emergency Override
• Transcriptions
• Default Text-to-speech
• Tracking Numbers

Configure Your Call Settings

NEW

The instructions below will now appear in a step-by-step guide (wizard). Within the wizard, you can freeze/unfreeze the top portion, which contains explanations of the current step below, by clicking the freeze panel icon in the upper right corner. 

For our more experienced customers, we have added an Exit Wizard button that, when clicked, will end the wizard session and resume the setup in the long form setup. 

If you wish to never use the wizards we have also added an option to turn them off within the Account Settings page under Behaviors. 

1. Go to Numbers → Call Settings

• Account Level is the default Call Setting created.  Click Edit next to Account Level to continue with configuring this Call Setting. To create a new Call Setting, click the New Call Settings button in the top right corner. Note: a new Tracking Number will default to the Account Level Call Setting. You can manually assign it to another Call Setting.

2. Enter a Name.

3. Add a Description.
 

4. Play Message: This is the message you want callers to hear when they call your tracking number. This is often used to announce the call is being recorded to your callers.

• Type in your message in the text box and choose which voice.
• If you want to record a custom message on the spot, select the microphone and record right from your computer. You can also call a phone number.
• Select the cloud button to upload a recording or choose a recorded message.

5. Save Changes.

6. Call Recording options:

7. Save or Edit.

8. Set → Transcriptions to transcribe your call recordings automatically so you can read through calls instead of listening to them. Additional transcription fees do apply.

Once Transcriptions are turned on, you can also choose from the following options:

• Speech-to-Text Language – Choose the language to transcribe. Example: If your calls are in Spanish, choose Spanish and we will transcribe in Spanish. This will NOT work to transcribe one language to another. (Spanish to Spanish; Spanish to English)
• Keyword Spotting: You can choose to have our system watch for the presence of particular words or patterns of words and take action (like sending an email alert or tagging the call) if a pattern is found. To use keyword spotting, you need to turn on transcriptions and set up keyword spotting rules here. Note: Keyword Spotting may not work with languages other than English. 

9. Select the Caller ID options: This is the information you want to see about your caller.

Set from the following options:

• Basic Caller ID: This provides the caller's name and phone number on record. If this is off, we will not get the caller ID in the call log.
• Enhanced Caller ID: This feature incurs an additional fee.
  You can use our enhanced caller ID lookup service to look up the caller's name, address, and gender. This feature is only available in the U.S. and Canada. You are only charged for the first time if we find a match for the caller.
• Show Tracking number as Caller ID shows the tracking number in place of the caller ID for incoming phone calls.
• Use national format when forwarding caller ID e.g. [phone], use 555-555-5555.

10. Save Changes.

11. Set Spam Detective to identify if a caller looks spammy or like a robo-dialer and takes specified actions if flagged.

Select and Save

• Enable Spam Detective:  This feature is a great way to remove distractions for your agents and classify telemarketers automatically. Choose the action you want to take if a caller is identified as spam.  This option allows you to route directly to a voice menu where the caller needs to enter keypresses to continue. Note: this will eliminate calls from robo-dialers.

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12. Set Agent Whisper Message allows for the configuration if you want your receiving agents to hear a message when they answer the phone. There are three types:

• Account Level Whisper: The same announcement is played to receiving agents, irrespective of the caller's tracking number. e.g.“This is a marketing call.”
• Source Announcement Whisper: Plays a message specific to the tracking number dialed, such as “New call from Google Organic.”
• Play Beep after receiving whisper: This will play a beep after the whisper to the agent as a notification that the caller is now on the line.

If you have a voicemail or an IVR on your receiving number, we will play this message as soon as the call connects. If you have trouble with the whisper, you may need to configure a delay on the message.

Optional:

• Announcement Whisper Hours allows you to control what time of day you want to play the Whisper. This is helpful if you have a voicemail that picks up immediately during after-hours
• Whisper Timing:
  • Skip Receiving whisper: Allows the caller who has waited longer than the given time to not play the whisper but connect the call immediately.
  • Delay Receiving Whisper: Some IVR Systems have a connection delay that will cause the operator to miss the whisper. Use this option to add a delay before the whisper is played.
  • Announcement whisper max active calls: Limit the number of agents receiving calls and have a voicemail system that picks up immediately.  There is an option to skip the whisper when more than the given number of active phone calls.

13. Click Save Changes.

14 Emergency Override: Toggle this option if you need to re-route calls for all assigned Tracking Numbers to a different Receiving Number. You can assign the Receiving Number when you enable this option.

15. Click Save Changes.

16 Set →  Default Text to Speech: This is the default voice that will be used when our system needs to okay an error message that is not customizable.

17. Time Limit: CallTrackingMetrics's maximum call duration is 2 hours by default. You can adjust this from 30 minutes to 8 hours.

18. Edit Assigned Tracking Numbers: Choose which tracking numbers should be associated with this configuration.

• Select → Edit Assigned Tracking Number to choose which tracking numbers should be associated with this configuration. You can choose some or all of your numbers.
• Save Changes

NOTE: If numbers are not assigned to any configurations, we will not perform any advanced features.