Voicemail api

[bwrsmbiz]

Hello,
We are getting our voicemails transcribed and emailed to us.
We want a scenario where the message and transcription will go directly to our CRM.

I realize that there is no API for the voicemail. Is that correct?

I was thinking that instead of forwarding the callers to voicemail, I could forward them to a CFD.
The CFD will have a recording component and a playback prompt component stating, "Please leave a message."
Then, a voice input component will transcribe the message and store it as a variable, which can be later sent using a Web Service component that will send the caller ID and the recording.
Is that possible?

 

[RCCradio]

100% possible. I use the CFD to transcribe a voice message (recording) and both text the transcription, and email the transcription and the recording file.
here's the link to the post about it.
https://www.3cx.com/community/threads/voice-to-text-message-app.129703/

 

[VoIPTools]

You will need to consider whether a single voicemail box will work well for your entire company. It's an interesting question whether simply using your CRM as the repository for your voicemails is a good idea.

I question whether everyone wants a voicemail from their wife to be transcribed, summarized, and given a sentiment score, and then made publicly available to everyone in the company...

Do you want voicemails for HR or the CEO to be transcribed and made public? There are a lot of situations I can think of in about 5 seconds that would be problematic if this happens automatically.

Personally, I think a single CFD that collects voicemails for everyone in the company is unworkable. The only alternative would be to publish a separate CFD for every employee in the company. That sounds like an administrative nightmare.

If I were going to build a solution for this, I would create a service that uses a filesystemwatcher (C#) to monitor for the creation of new voicemail files, and have that service make decisions about what voicemails are transcribed and uploaded to the CRM. Honestly, I think even with some careful filtering sooner or later some private voicemails will make it into the CRM. Perhaps you could limit the voicemails processed to only group voicemails?

What we have done in our 3CX Voicemail Manager tool is provide a fully automated process of transcribing and analyzing specific extensions, WITH the option to only analyze user-selected voicemails (an "Analyze" button next to each voicemail). The ability to actively choose which voicemails are uploaded to the CRM seems like an easier approach to present to your staff.

If you can provide the web API for uploading the transcription/analysis to your CRM, we can perform the upload for you.

If you are interested, we have a webinar scheduled for tomorrow (2024-11-21) 10:00 a.m. Central time zone. I'll be going over the features of Voicemail Manager.

 

[RCCradio]

You could use the CFD, with a CSV file, and have the called number (DID) settings in the CSV file, to select which calls you want transcribed, and stored in CRM and which you would just want the recording emailed. In the CFD you would just have a condition block to select which path to take.
example

+18885550001, Email
+18885550002, Transcribe
+18885550003, Transcribe
+18885550004, Transcribe
+18885550006, Both

If/when I have to update my CFD, I think this is the way I am going to go, for the DID's, and have it start by playing the correct Voicemail message, based on DID, then have separate CSV files for each DID for email and number to text to. Right now I have a seperate CFD for each DID, which is about 150, and even thought the CFD is exactly the same I have to update all of them, if I make a change. (I didn't think about using one, with condition statements, until I was half way thru making them.)

 

[VoIPTools]

I initially thought the same thing. The challenge, however, is that for this to work every person or group would have to be assigned a unique DID to know whether to transcribe. That's fairly uncommon.

 

[RCCradio]

Ah yes you are correct, I wasn't realizing you can't send a user to CFD if not answered, only inbound rules and ring groups can. I wonder if there is a way to identify what user is forwarded to a ring group, with the ring group going to CFD if not answered.
I guess I could test this and see if any of the session variables has this in it.