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Voice is FireFlo’s voice service, run on FireTone. It answers your numbers with IVRs, rings people from OMNI, keeps a log of every call with its recording, and — on your own organisation — runs voice broadcasts and voice agents. Calls sit on each contact’s timeline beside their messages. The plan must include Voice. The menu then shows a Voice section with Dashboard, Calls, Voice agents, Numbers, IVRs and Settings.

Numbers and IVRs

Where each number’s calls go, the IVRs that answer them, and ringing someone into an IVR.

Calls

The call log, recordings and what was said, click-to-call, voice broadcasts and voice agents.

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Shared organisation or your own

Open Voice → Settings. Under Connection, choose one of two:
Included; nothing to set up. You call through FireFlo’s organisation, on the numbers FireFlo gives your account. FireFlo also designs your IVRs, sets each person’s phone extension and connects your full call log — ask support@fireflo.au.
Events from FireTone shows whether FireTone has been heard from — how a call’s answer, end and recording reach OMNI. It is sent with every call automatically; there is nothing to paste anywhere.
The Voice settings page

Voice settings: the connection and the events heard from FireTone.

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What needs your own voice organisation

Most of Voice works the same on either connection. Two features need your own FireTone organisation, because FireTone bills the organisation that places the calls:
  • Voice broadcasts — ringing a whole audience into an IVR.
  • Voice agents — an AI voice that calls a contact for you.
On FireFlo’s organisation, Voice in a broadcast reads “Needs your own FireTone organisation”, and Voice → Voice agents explains how to connect it. The rest differs only in who does what:

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The Voice dashboard

Voice → Dashboard reports on the call log over 24 hours, 7 or 30 days: Calls (in and out, with the change on the period before), Answered %, Missed, and Talk time with the average length. On your own organisation it adds what FireTone charged. A chart shows incoming, outgoing and missed calls per hour or day, and the breakdowns show calls and answers by kind, by your number, by IVR and by agent (a person or a voice agent).
The Voice dashboard with call totals, a chart and breakdowns

The Voice dashboard.

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Who can be called

Voice is a channel people can stop, like any other.
  • Ringing someone into an IVR and calling with a voice agent are screened for opt-outs, do-not-contact and quiet hours.
  • Voice broadcasts leave out people who opted out or are marked do-not-contact, and ring only within the broadcast’s calling hours.
  • Click-to-call, where you talk to the person yourself, reaches anyone except a contact who asked never to be contacted. A STOP to messages doesn’t stop you calling them.

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What batteries add on Voice

No battery adds features on Voice yet. One thing comes on its own: with the Customer data battery, Voice appears in consent and on the preference page, so someone can stop calls without stopping messages.

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Who may