5 posts tagged with "voice"

Call Transfer Improvements: Reliable Cold Transfers, Smoother Warm Handoffs​

Call transfers are one of the most common failure points in VoIP. We've addressed every major transfer issue — from cold transfer disconnects to warm transfer audio problems — ensuring your calls complete reliably every time.

What's New​

• Cold Transfer Reliability: Resolved an issue where calls would disconnect after cold transfer due to the silence monitor misinterpreting hold silence. Transfers now complete reliably without unexpected disconnects.

• Warm Transfer Audio: Fixed whisper delay, DTMF timeout, and announcement message delivery so warm transfers work smoothly. The receiving party hears the whisper message clearly before the caller is connected.

• Whisper Track Publishing: Fixed audio cut-off in SIP consultation rooms by publishing the whisper track before the SIP call connects. Recipients hear the full announcement from the first word.

• Conference Caller ID: Caller ID is now properly passed through to conference participants and transfer recipients, so everyone in the call sees the correct identity information.

• Sub-Account to Sub-Account Calling: Calls between sub-accounts now properly generate dual call logs — one for each account. Both parties see the call in their own activity history with accurate duration and status.

Why This Matters​

Transfers That Actually Work: Your team can confidently transfer calls knowing they'll connect. No more apologizing to callers for dropped transfers or asking them to call back.

Professional Warm Handoffs: Clear whisper messages mean the receiving agent is fully briefed before the caller hears them. First impressions on transferred calls are as strong as on direct calls.

Accurate Records Everywhere: Dual call logs for sub-account calls and proper caller ID passthrough mean every account has an accurate, complete picture of their call activity.

AI Voice Optimization: Faster Responses, New Models, and Vision​

Speed and intelligence are everything in voice AI. We've optimized response times, added TTS caching, introduced new voice models, and enabled vision capabilities during live voice conversations — so your AI agents sound better, respond faster, and see what your callers see.

What's New​

• Voice Speed Optimization: Two rounds of voice latency optimization make AI responses noticeably faster. Your AI agents now respond with near-human speed, keeping conversations natural and callers engaged.

• TTS Caching: Frequently used text-to-speech phrases are now cached, eliminating synthesis delay on repeat playback. Greetings, hold messages, and common responses play back instantly.

• Vision on Voice Chat: AI agents can now process images shared during voice conversations. A caller can send a photo of a product, document, or issue, and the AI agent sees and responds to it in real time — no switching to a separate chat channel.

• Call Screening: New call screening functionality lets your AI agent qualify incoming calls before routing them to your team. Screen for intent, urgency, or specific criteria, and only connect the calls that matter.

• New Voice Models: Added the latest AI voice models with full voice configuration settings. Your AI agents can use the most natural-sounding voices available, with settings that the agent respects throughout the conversation.

• My Voice Setting: A personal voice selection option in the agent voice dropdown lets you assign specific voices to specific agents. Each agent gets its own identity and personality through its voice.

• AI Call Summaries: Every AI call now generates an automatic summary available as a workflow variable and displayed on the contact's activity timeline. Your team gets instant context without listening to recordings. Summaries are now generated for both inbound and outbound AI calls.

Why This Matters​

Speed Wins Conversations: Faster AI responses mean callers stay engaged instead of wondering if the line went dead. The difference between 2 seconds and 0.5 seconds of response time is the difference between a natural conversation and an awkward pause.

Visual AI Conversations: Vision on voice chat opens up entirely new use cases — insurance claims, tech support, product identification — where seeing what the caller sees changes everything.

Instant Context for Your Team: AI call summaries on every contact mean your team never walks into a follow-up call blind. Read the summary, know the situation, and pick up right where the AI left off.

Call Forwarding Pro: Intelligent Call Routing with Custom Announcements​

Call forwarding just got a serious upgrade. We've added custom announcement messages, smart caller ID selection, and deeper workflow integration—so every forwarded call arrives with full context, and every agent knows exactly who's calling and why.

What's New​

• Custom Announcement Messages: Play a custom message to the receiving agent before connecting the caller. "Incoming lead from Google Ads campaign—interested in Enterprise plan." Your team picks up prepared, not cold.

• Caller ID Selection: Choose which number appears when calls are forwarded. Use the original caller's number, your business number, or a campaign-specific number—whatever makes the most sense for your workflow.

• Workflow-Integrated Forwarding: The Call Forwarding Node now sits natively inside the Workflow Builder. Route calls based on lead score, time of day, agent availability, or any custom logic you define.

• Smart Routing Rules: Set up cascading forwarding rules—try Agent A first, then Agent B, then send to voicemail with a callback workflow. No more unanswered transfers.

Why This Matters​

Context Before Connection: Announcement messages eliminate the "Who is this?" moment. Agents answer knowing the caller's name, source, and intent—leading to faster, more confident conversations.

Brand Consistency: Caller ID selection ensures your business number shows up where it matters, maintaining professionalism across every transfer and forward.

Workflow-Native Routing: Build call routing logic as sophisticated as your sales process. Forward high-value leads to closers, route support calls to specialists, and send after-hours calls to voicemail—all automatically.

Zero Dropped Calls: Cascading rules and voicemail fallbacks mean every call lands somewhere productive. No more calls lost in transfer limbo.

Call Billing Intelligence: Real-Time Cost Tracking for Every Conversation​

Knowledge is power—especially when it comes to your phone bill. We've launched a comprehensive Call Billing Intelligence system that gives you granular, real-time visibility into every call your team makes. Track costs per agent, per campaign, per disposition, and never be surprised by a bill again.

What's New​

• Per-Call Cost Tracking: Every inbound and outbound call is now metered and logged with precise duration and cost breakdowns. See exactly what each conversation costs the moment it ends.

• Duration-by-Status Analytics: Understand where your call minutes go. Track time spent on answered calls, voicemails, hold time, and forwarded calls—all broken out by disposition status so you can optimize your team's efficiency.

• Agent-Level Billing: See cost-per-agent metrics across your entire team. Identify your most efficient callers, track per-campaign ROI, and make data-driven staffing decisions.

• Outbound & Inbound Split: Full cost separation between outbound prospecting and inbound support calls. Route budgets intelligently and allocate spend where it drives the most value.

Why This Matters​

No More Bill Shock: Real-time cost tracking means you always know where you stand. Set budgets with confidence and catch overages before they happen.

Optimize Team Performance: Agent-level billing data reveals who's converting efficiently and where coaching opportunities exist. Turn call data into actionable insights.

Campaign ROI, Instantly: Know the true cost of every Power Dialer campaign, every outreach sequence, every follow-up series. Calculate ROI with precision, not guesswork.

Built for Scale: Whether you're running 100 calls a day or 10,000, the billing system scales with you—accurate to the second, updated in real time.

Power Dialer: Make 10X More Calls in Half the Time​

Sales teams rejoice. We've launched our most-requested feature: Power Dialer. Call through your entire contact list with one click, drop voicemails instantly, and schedule callbacks without missing a beat. Combined with major WebPhone upgrades, your calling workflow just got seriously efficient.

What's New​

• Power Dialer Campaigns: Load up your contact list and start dialing. The system automatically moves to the next call, handles busy signals, and tracks every interaction—so you can focus on conversations, not clicking.

• One-Click Voicemail Drop: Record your voicemail message once, then drop it instantly on any unanswered call. No more repeating the same message 50 times a day.

• Smart Dispositions: Mark calls as Interested, Callback, No Answer, Not Interested, or Wrong Number with one tap. Schedule follow-up callbacks with an integrated date picker—right from the call screen.

• Call History Dashboard: Every call you've made or received is now logged with full details: duration, disposition, notes, and recordings. Find any conversation in seconds.

• Enhanced WebPhone: Improved call routing sends inbound calls to the right team members automatically. Better audio controls let you switch speakers mid-call. More reliable connections mean fewer dropped calls.

Why This Matters​

10X Your Output: Professional sales teams make 50-100 calls per day. Power Dialer eliminates the manual work between calls, letting you hit those numbers in half the time.

Never Forget a Follow-Up: Built-in callback scheduling and automatic note-taking mean nothing falls through the cracks. Every conversation is tracked, every follow-up is scheduled.

Sound Like a Pro: Voicemail Drop ensures your message is consistent, clear, and professional—every single time. No more fumbling or forgetting your pitch.