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Every call Voice hears of is kept in one call log, with its recording and what was said when there is one, and filed against the contact. From OMNI you can also place calls four ways: click-to-call from your own phone, ringing someone into an IVR, a voice broadcast, and a voice agent.

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The call log

Voice → Calls lists every call: the ones that rang in, and the ones placed from OMNI or from your phones. Each row shows when, who (the contact, or the number), how it was made, the outcome, the length, and whether it was Recorded.
The Calls list with incoming and outgoing calls

Voice → Calls: every call, with its outcome and recording.

How a call was made: Search by number or name, and filter by dates, direction (Incoming or Outgoing) and outcome. A missed call is one that rang in and nobody took. Export keeps the calls, as filtered, as a spreadsheet under Downloads. On FireFlo’s FireTone, the export has no prices.

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Connect the full call log

Calls placed from OMNI are always logged. To also log calls that ring in and calls made from your phones, the full call log must be connected — the Calls page asks for it until it is:
  • on your own FireTone, someone who can configure channels connects it from Voice → Calls. FireTone then reports calls as they happen, and OMNI also reads the call log every 10 minutes for anything missed;
  • on FireFlo’s FireTone, FireFlo connects it — ask support@fireflo.au. You then see the calls on the numbers FireFlo gave your account.

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A call’s page

Open a call to see its recording and its facts: the direction, your number it rang on, the number it showed as, who took it or placed it, its length, why it ended and — on your own FireTone — what it was charged.
  • Recordings play in OMNI, and you can skip through them.
  • What was said shows the conversation’s summary, its flags and each turn, when FireTone has them.

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On the contact

Each contact’s timeline shows their calls, with a Calls filter and Listen to play a recording in place. The contact page counts their calls and missed calls. A caller who isn’t a contact yet is kept under their number and joined to the contact once there is one.

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Click-to-call: your phone

Call on a contact’s page, or Place a call on Voice → Calls, rings your phone first; when you pick up, FireTone dials the person.
1

Choose your phone

Under Your phone, pick the extension that rings for you and choose Use this phone. On FireFlo’s FireTone, FireFlo sets your extension — ask support@fireflo.au.
2

Call

Choose Call (or enter a Number on Place a call). Your phone rings; pick up and FireTone dials them. Follow the call opens its page.
If it can’t ring, OMNI says why — for example, your phone isn’t online, or FireTone is busy. The call goes into the call log and the contact’s timeline with who placed it. You can call anyone except a contact who asked never to be contacted. A STOP to messages doesn’t stop you calling them.

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Ring into an IVR

Ring into IVR on a contact’s page calls them and plays them one of your published IVRs. See Ring someone into an IVR.

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Voice broadcasts

Voice broadcasts need your own FireTone organisation, which is billed for the calls.
A voice broadcast rings everyone in a broadcast’s audience into one of your IVRs.
1

Make an IVR that runs on calls you place

In Voice → IVRs, make one with Runs on calls you place, design it and publish it.
2

Start a broadcast on Voice

Choose the IVR. For each {{tag}} it says, give a column of your list or your own text — What the IVR says for each person.
3

Choose the number and the hours

Calls show one of your numbers, or your caller ID. Calling hours and the days calls may be made default to Monday to Saturday, 09:00 to 20:00, in the account’s time zone.
4

Send

People who opted out or are marked do-not-contact are left out. FireTone rings the rest within the calling hours.
While it runs, Pause, Resume and Cancel reach FireTone straight away — even after everyone has been handed over and FireTone is still ringing. The broadcast’s Calls card shows how many were Answered, the Answer rate and how many are Still to ring; its header reads Reached and Still to ring. Each person’s broadcast call is on their timeline.

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Voice agents

Voice agents need your own FireTone organisation, which is billed for their calls, and FireTone’s AI module. If the module is off, OMNI says so plainly.
Voice agents are made in FireTone (Virtual agents). Voice → Voice agents lists them — “No agent uses it yet” marks one that isn’t ready — and the latest calls they made for your account, each with its summary.

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Call a contact with a voice agent

1

Open the contact

On their page, choose Call with a voice agent.
2

Pick an agent

OMNI shows the line it opens with.
3

Tell it what it needs

Under What the agent knows, {{name}} is the contact’s name. Add anything else its script uses, as a name and a value — appointment → Tuesday at 3pm.
4

Call

The agent rings them. Follow the call opens its page, where What was said shows the summary, the flags and each turn as FireTone reports them.
Calls with a voice agent are screened for opt-outs, do-not-contact and quiet hours.

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From your own software

The OMNI API lists calls and places them — ringing someone into an IVR or having a voice agent call them — with the same screening.

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Who may

The plan must include Voice.