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Caller Recognition on Voice

note

Requires the VoiceIQ module to be enabled for the tenant (Org Administration → Platform Modules).

When someone calls in, VoiceIQ tries to identify them from the number they are calling from, so the conversation can open with their name and carry their context instead of starting cold.

What a caller is matched against​

Two sources, both maintained in Org Administration:

  • The mobile number on the user's profile.
  • Any Phone attribute values held against the user — see Attributes. With Multi Value enabled, a user can hold several numbers and a call from any of them is recognised.

A caller is identified only when the number resolves to exactly one user.

How numbers are matched​

The same number is recognised however it was stored or dialled. A user whose number is held as +1 415 555 0142 is matched by a call from 4155550142, (415) 555-0142, or +14155550142 alike.

Numbers stored without a country code are read using the tenant's Default Phone Region. A tenant set to India (IN) matches a stored 7906127027 against a call from +91 7906127027; a tenant left on the default reads that same value as a US number and will not match the call.

When a caller is not greeted by name​

Three cases, all deliberate:

  • The number is not held against anyone. The call proceeds without personalisation.
  • The number belongs to more than one user. A shared desk or family number matches several people, so no one is greeted — greeting the wrong person by name is worse than greeting nobody.
  • The stored value is too short to be a real number. Values under seven digits are ignored for matching.

What to configure​

  1. Enable VoiceIQ in Platform Modules.
  2. Set the tenant's Default Phone Region on the Organization page if most of your users are outside the US. Do this before entering numbers, since it changes how numbers without a country code are read.
  3. Keep users' mobile numbers current, and add a Phone attribute if users have additional numbers they call from. Enable Multi Value on it to allow more than one.

New and changed numbers become matchable shortly after they are saved, rather than instantly — a call placed within a few moments of an edit may still not be recognised.