Phone calls with Voys

Connect Voys and every call, inbound or outbound, is documented on the caller’s ticket. The call shows in the ticket’s timeline as one entry that follows it: ringing, answered by whom, how long it lasted and why it was missed. With Voys Intelligence, the call’s transcript and summary follow, so your automations and Ollie can work with what was said.

Connecting needs the admin role. Open Settings, Phone, in the Channels group.

Before you start

• An API token of an admin. opendesk reads Voys with a user’s API token. For transcripts and summaries, that user must be an admin with access to the call recordings in the calls list. A partner’s token is refused: use a token of a user in your own Voys account.
• Voys Intelligence, for transcripts and summaries. Without it, calls still land on tickets, without what was said.

Connect Voys

Voys has no way for opendesk to set up its call notifications itself, so you add opendesk in Freedom by hand, once.

1. Copy your API token

   In Voys Freedom, open your personal settings and copy your API token.

2. Paste it in opendesk

   In Settings, Phone, click Voys, paste the token and click Connect. opendesk checks the token, names the connection after your Voys account and shows the connection’s webhook address, with a copy button.

3. Add opendesk as a call notification

   In Freedom, open Integratie, then Gespreksnotificaties, and click Toevoegen:

   1. enter a Beschrijving such as opendesk, and choose Custom as the service;
   2. paste the webhook address as the Web hook URL;
   3. tick the summary and transcription events (they need Voys Intelligence);
   4. click Opslaan.

4. Make a test call

   Until the first call comes in, the connection says Waiting for the first call. Call one of your Voys numbers: a ticket for your number appears with the call on it, and the connection says Receiving calls.

The webhook address is a password

The address ends with a secret that tells opendesk the calls come from your Voys account, as Voys does not sign its notifications. Only admins see it. If it got out, click the link button next to the connection to make a new address, and paste the new one in Freedom: the old one stops working at once. If you put your own reverse proxy in front of a self-hosted opendesk, keep its access log from recording /v1/phone/hooks/ paths.

Replace the token with the key button next to the connection. A token of another Voys account gets a new webhook address, so the old account’s notifications stop being taken in: add the new address in that account’s Freedom. Disconnecting stops documenting new calls; remove the call notification in Freedom as well.

Where a call goes

Calls find their caller and their ticket as with every phone system, described in Phone calls with Aircall: the caller’s open ticket, else their recently solved one, else a new ticket on the Phone channel. A number opendesk has never seen becomes a new contact, named after the caller’s name in Voys when it sends one.

Calls between colleagues (to an extension, or to another user of your Voys account) reach no ticket. A call a colleague transfers stays one call on one ticket: after a transfer, the entry shows the colleague who took it over.

In the ticket

Each call is one entry in the timeline, with who called whom, the teammate who took it (matched by the email of their Voys user), when it was answered and ended, the Voys number (line) it came in on, and why it was missed. Recordings stay in Voys: the entry says a call was recorded, and you play it in Freedom. The transcript and summary come from Voys once Voys Intelligence has made them, a little after the call.

Missed calls

When a call ends, the automations on A call ends run, as described in Phone calls with Aircall. The Missed call reason of a Voys call is one of:

Reason	When
Not answered	Nobody answered
Line busy	The one called was busy, or not reachable
Hung up before an answer	The caller hung up before anyone answered
Hung up in the queue	The caller hung up while waiting in a queue
Call failed	An error kept the call from going through

Call line is a Voys number, shown with its description in Freedom.

Good to know

• Calls appear within seconds: Voys sends each step of a call as it happens.
• Voys shows no opendesk card in its own apps, and opendesk doesn’t add contacts to Voys.
• Phone numbers on contacts and in the ticket sidebar are phone links: set the Voys app as your computer’s app for phone links (tel:) to call with it.