Luke Genoyer, writer and sales analyst

How to Set Up and View Sentiment Analysis?

The call sentiments feature streamlines call analysis and reduces time spent manually reviewing call transcriptions and summaries.

This feature can be used to understand the overall sentiment or mood of a business phone call, which enables businesses to gain a deeper understanding of the quality of interactions over the phone.

Call sentiments can be found in the AI Insights dashboard within your control panel.

How to Set Up and View Sentiment Analysis?

To get started with our call sentiments feature, you must enable AI Insights and call recording within your account. Call sentiments are included with the AI Insights feature and can be accessed for each line with AI enabled.

1. Click My Phone Numbers from the left-hand side of the dashboard.

select my phone number

2. Click on the Recording icon for the service line that you would like to record calls.

3. You will first need to activate Call Recording. Toggle the menu option to the right from Status Off to Status On.

call recording ai insights

4. Then, turn on the AI Insights – Basic. This includes Call Transcription, Call Summary, and Sentiment Analysis.

Note: You can also add Call Translation below to automatically translate call transcriptions into your desired language.

5. Click Save Changes to confirm your request.

You will now have access to the AI Insights tab in the left-hand menu.

Call Sentiment Types

Global Call Forwarding will display an image related to each sentiment type, depending on how the call went.

There are five types of sentiments:

Neutral
Slightly positive
Mostly positive
Slightly negative
Mostly negative

sentiment analysis icons

How To View Call Sentiments From The AI Dashboard

Follow these instructions to view call sentiments from the AI Insights Dashboard:

Click AI Insights on the left navigation bar.
Choose the line where you’d like to view call sentiments and apply relevant filters. Users can apply filters to view calls with specific sentiments.
Click on Display Report.
View the call sentiments in the Sentiment column.
Call sentiments can be organized from most to least positive or negative.
Click on Summary to gain further insights into a particular call and understand what went well or could be improved.

ai reports with sentiment

Have questions? Contact your account manager today or chat with us online.

FAQs

Why can’t I see sentiments for all my calls?

You will only see call sentiments after the AI Insights and Call Recording features have been activated. Call sentiments are only available for lines with call recording and AI Insights enabled.

How to Set Up and View Call Summary?

The Call Summaries feature enables quick insights into business phone calls by summarizing each transcribed call.

By using call summaries, managers, administrators, and individual contributors can understand call transcripts at a glance by viewing a summary of the call. The call summary consists of a few sentences summarizing each call’s contents.

Call summaries can be found within the AI Insights tab in your control panel.

How to Set Up and View Call Summary?

To get started with our call summary feature, AI Insights must be enabled within your account. Call summaries are included with the AI Insights feature and can be accessed for each line with AI enabled.

1. Click My Phone Numbers from the left-hand side of the dashboard.

2. Click on the Recording icon for the service line that you would like to record calls.

3. You will first need to activate Call Recording. Toggle the menu option to the right from Status Off to Status On.

4. Then, turn on the AI Insights – Basic. This includes Call Transcription, Call Summary, and Sentiment Analysis.

call recording ai insights

Note: You can also add Call Translation below to automatically translate call transcriptions into your desired language.

5. Click Save Changes to confirm your request.

You will now have access to the AI Insights tab in the left-hand menu.

How To View Call Summaries From The AI Insights Dashboard

Follow these instructions to view call summaries from the AI Insights Dashboard:

Click AI Insights on the left navigation bar.
Choose the line where you’d like to view call summaries and apply relevant filters.
Click on Display Report.
Click on Summary in the Activity column to view the call summary.

select ai insights

Have questions? Contact your account manager today or chat with us online.

FAQs

Why can’t I see summaries for all my calls?

You will only see call summaries after the AI Insights and Call Recording features have been activated. Call summaries are only available for lines with call recording and AI Insights enabled.

How to View Missed Calls

You can view your missed calls through our control panel.

There are two ways to see missed calls:

My Phone Numbers Tab
Custom Reports

Here are the steps to see missed calls through the My Phone Numbers tab:

1. Log in to your control panel.

2. Click on My Phone Numbers.

3. Identify the phone number that you would like to see missed calls on.

missed calls service plan

4. Click on Service Plan.

5. Click Activity.

6. Select Missed.

missed call activity

Here are the steps to view missed calls using Custom Reports:

1. Once in the control panel, click on Custom Reports in the left-hand menu.

missed calls reports

2. Select the date range that you would like to view missed calls for (only 6 months of prior data is available for this report).

3. Choose the Virtual Number(s) which you would like to see missed calls for.

4. Select the Call Type: Missed.

missed calls report options

5. Click Display Report.

If you would like to call these people back using your virtual number as the caller ID, we offer an outbound calling solution.

How to Add Outbound Calling to your Account

I Am Receiving Spam Calls on My Phone Number

Occasionally, the phone numbers that we provide receive unwanted telemarketing and spam calls. Unwanted calls can cost money to the account owners.

To reduce spam calls, we hold previously owned numbers in a 12-month quarantine before re-instating them into inventory. In addition, we try to ensure that the number is not published anywhere on the internet. If we find that a number is published on the internet, we will return it to our provider. However, there are some instances where the numbers that we provide have a prior history.

If you’re receiving unwanted calls and would like them to stop, you have a few options:

Block Incoming Calls from Certain Numbers

We have a blocklist feature designed to prevent unwanted phone numbers from reaching you. You could either set up a blocklist or a whitelist.

Set Up a Basic IVR Menu

In many cases, telemarketing and spam calls are generated by auto-dialers and predictive dialers. These systems wait for someone to answer the call and then connect the call to a telemarketing agent. These systems usually cannot interact with an IVR menu.

If you’re receiving unwanted calls, you can set up an IVR menu that plays a message like “Thank you for calling, please press 1 to speak with someone.”

Contact Us and Request a New Phone Number

We recommend that you contact us if you start receiving a high volume of unwanted calls. Once confirmed, we will gladly swap the number out for you and return it to our provider.

How to Set Business Hours and After-Hours Routing

Our call management platform lets you set business hours and rules for after-hours call routing. You can configure how calls are routed based on the available hours of your business.

Routing Calls Based on Business Hours

Business hours and after-hours routing are included features with all of our service plans. You just need to be an admin to set business hours in our system.

Let’s take a look at how to set business hours.

1. Log in to your control panel.

2. Click My Phone Numbers on the left-hand side of the dashboard.

3. Click on the Settings Icon on the line that you would like to modify.

Underneath Call Forwarding, click Advanced Routing.

An image that shows how to set up business hours for call forwarding.

Adjust the Forwarding Rules according to your preferences. Changes will take effect based on the Activity Time Zone that you chose (under the General tab). By default, it is set to the US Eastern time zone.

This image shows an example of rules for after-hours call routing and scheduling.

This image shows an example of business hours call routing rules.

4. Click Save Changes.

If a call is received at a day or time combination that is not covered by any rule, the call will automatically go to voicemail, if voicemail is enabled, or rejected otherwise.

Once your business hours are set up, you can ensure that your business will never miss another phone call. If your agents are unavailable after-hours, calls can be routed to other phones or devices globally.

Learn More About After-Hours Call Routing

Please visit this webpage to learn more about our business hours and after-hours call routing feature.

Why Is the Amount Charged Different from the Plan I Selected? (Postpaid Accounts)

Postpaid accounts are charged a prorated amount for services over the remainder of the invoice period.

Example

For example, if you add a $12.95 service line on November 23rd, your account would be charged $3.45.

Why Is the Amount Requested to Activate the Account More than the Plan I Selected

(Prepaid Accounts)

For Prepaid Accounts, we require upfront pre-payment for 1 full month of service fees plus the prorated fees for the current month.

Example:

If you sign up for a $12.95 per month service on November 23rd, and we request prepayment, you would need to pay $16.40 = $12.95 (1 full month of service fees) plus $3.45 (8 days remaining in the invoice period * (30 days in November/$12.95)).

I Need a Receipt for the Transaction or an Invoice for My Payment

What Happens After I Make a Payment?

After you make a transaction, we send an email to the email address that is registered on your account or during signup, with details about the transaction.

How to View My Transactions Online?

Your transactions are directly visible online in the control panel under the “current billing period.”

Log in to your control panel.
On the left side of the screen, click on Billing & Payments.
View your payment history and/or download invoices.

If you have further questions, please contact us.

Related: How to Download Your Invoices

What Is a Prorated Fee?

What is a Prorated Fee?

Prorated charges are a partial charge for the time between starting the new service, or adding additional service lines, and the invoice date.

How is the Prorated Fee Calculated?

For example, if your invoice date is the 1st and you add a $12.95 per month service on November 23rd, you will be charged for the time between November 23rd and December 1st (your next invoice date).

($12.95 divided by 30 days in the November invoice period) multiplied by 8 days between November 23rd and December 1st = $3.45 prorated fee

Why Was My Card Charged Several Times During the Month?

Your card could be charged more than once during the month for several reasons:

When a new service or service line is added, we charge the prorated fee of that line from the day it is activated until the end of the month.
When the outstanding balance/additional usage goes beyond a threshold on the account. By default, the threshold is $200.

If you have more questions about why your card was charged, please contact us.

My Card Was Charged but I Haven’t Received Any Service

What Is a Pre-Authorization?

It is not a charge, but rather an authorization hold that was placed on your card. This is also known as card authorization or preauthorization.

No funds were debited, but a temporary hold was placed on the funds. This is to help us validate your credit card.

When Will the Authorization Hold Fall Off?

In the case of debit cards, authorization hold should fall off the account, thus making the amount available again, anywhere from one to eight business days after the transaction date. This will depend on the bank’s policy. In the case of credit cards, holds may last as long as thirty days, depending on the issuing bank.

If the charge remains on your statement for longer than that, please contact your bank to ask why the charge hasn’t been removed even though it has been voided.

Please contact us with any further questions.