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Add-on · Virtual phone system
The call goes out from the document and the recording comes back to it, with the recording notice logged, the transcript and the summary. And a voice bot answers, asks questions, checks your documentation and hands the call to a person when needed.
What it solves
The phone system records, but the recordings stay in its panel. To listen to yesterday’s call, the agent leaves attendo, looks it up by time and extension, downloads the audio and uploads it by hand. And nobody can prove the customer was told about the recording.
With Lyria connected, the call starts from the document, the recording comes back to it on its own and the notice leaves a record of what was said and to whom. And voice bots answer the phone when your team cannot.
What it is
Lyria is a virtual phone system (VPBX): phone numbers, extensions, voice prompts, queues, call recording and a call log.
It is the phone system that works with attendo. You subscribe to it separately, on its website, and it connects to attendo with the key for each number, with no coding.
Calls
Calls go out from the document and come in guided by your flows. And the ones that started elsewhere are brought to the document later.
The agent picks the customer’s number, their own extension and the outbound line. Their extension rings first and, when they pick up, the phone system dials the customer. When they hang up, the call stays on the document with its duration and agent.
Each inbound number follows an attendo Flows flow: voice prompt, keypad menu, transfer to extensions or to an outside number. If several extensions ring, there is a single entry: answered by whoever picked up, or missed.
From the internal note, you look up the call in the phone system’s log, listen to it and link it. A call linked to another document stays there, and linking it twice does not duplicate it.
The phone system’s call log, with linked and unlinked calls. Each agent sees their own extensions; an administrator sees them all.
Recording and AI
The recording lands on the document on its own. Then your AI provider transcribes and summarizes it, and AI coaching helps each agent improve.
A number can record all its calls. If not, the agent presses Record during the call and the recording prompt you chose plays.
The notice plays and the call is only recorded if the caller stays on the line; if the notice does not play, nothing is recorded. The text played, its version and the call are logged.
A few minutes after hanging up, attendo fetches the audio from the phone system and attaches it to the call on the document. It checks that what it received is real audio.
With the AI provider you choose: ElevenLabs, Mistral or OpenAI. The transcript and the summary stay on the document, next to the recording.
Private observations for each agent, based on their role: what to avoid and what to reinforce, with the exact quote from the call. It does not score or compare anyone.
Before dialing from a document, agents see the notice that their calls are recorded and acknowledge it. Their acknowledgment is logged.
Voice bots
The phone system streams the call audio to attendo live. The bot listens, prepares the answer and speaks it over the same channel. Each number can have its own bot.
Say, ask, voice or keypad menus, answer with AI, transfer or hang up. You draw it in the visual editor or import it from a voice flow.
When it answers, it knows the caller’s number and the number dialed. If it is a customer, it also knows their name and open documents.
It looks up the answer in your documentation and gives it over the phone.
It asks for and keeps what your script needs: name, address, equipment or reason for the call.
It transfers to an extension or to a phone system queue when the script says so.
If the caller talks over it, the bot stops talking and listens.
When the call ends, is transferred or hung up, or on a custom event, it starts a flow: create the document with what was captured or alert the team.
If your AI provider has gone over its monthly spend, the bot stops answering.
Without a script, the bot holds an automatic conversation. The script can also run a flow in the middle of the call and wait for its result.
What travels
What leaves attendo, what comes in, and when.
| Data | Direction | When | Notes |
|---|---|---|---|
| Call order: agent’s extension and customer’s number | DirectionFrom attendo to Lyria | WhenWhen the agent clicks call | NotesThe agent’s extension rings first |
| Call events: ringing, answered, hung up, duration and extension that answered | DirectionFrom Lyria to attendo | WhenIn real time | NotesThey feed the entry on the document |
| Inbound call: caller, number dialed and keys pressed | DirectionFrom Lyria to attendo | WhenIn real time | Notesattendo answers with the next step in the flow |
| Voice prompts | DirectionFrom attendo to Lyria | WhenAt each step that speaks | NotesGenerated by attendo |
| Order to start or stop recording, and recording prompt | DirectionFrom attendo to Lyria | WhenWhen the agent presses Record, or with the recording notice | NotesYou choose the prompt from those on your phone system |
| Recording | DirectionFrom Lyria to attendo | WhenA few minutes after hanging up | NotesAttached to the call on the document |
| Call log | DirectionFrom Lyria to attendo | WhenWhen looking up a call | NotesRead only |
| Caller and bot audio | DirectionBoth ways | WhenIn real time | NotesVoice bots only |
| Transfer, hang up or stop the bot | DirectionFrom attendo to Lyria | WhenIn real time | NotesVoice bots only |
| Audio and text to transcribe, summarize and coach | DirectionFrom attendo to your AI provider | WhenAfter hanging up | NotesElevenLabs, Mistral or OpenAI. Uses its credit |
The key for each number is stored in attendo and never reaches the browser: the audio you listen to goes through attendo.
Getting started
With your Lyria phone system and attendo, with no coding.
Typical effort. Day-to-day telephony goes live in one or two days with your team. Voice bots are a separate project: the script is written and tested on your phone system before it answers customers.
With its numbers and extensions, subscribed on its website, and the access key for each number.
The phone system notifies attendo of every call. You add each number: inbound or outbound, who it belongs to, each agent’s extension and whether it always records.
The inbound flow for each number and the call-ended flow, which starts from a template: download the recording, transcribe, summarize and notify.
One text for callers and another for your agents, reviewed by your legal advisors. And you choose the synthetic voice: ElevenLabs or OpenAI.
An outbound call, an inbound call, an on-demand recording and a link. With bots, a full call to the bot too.
Honesty
Transcripts, summaries and coaching are done by attendo with your AI provider, and they use its credit.
attendo does not place calls from a flow or run auto-dialer campaigns.
With Lyria, attendo never calls the customer first: the agent’s extension rings and, when they pick up, the customer is dialed.
Agents’ calls are not transcribed live. Only voice bots listen in real time, and only to what the caller says to them.
A call linked from the internal note arrives with its recording, without transcript or coaching: that is done by the call-ended flow.
If your phone system always records on its own, the attendo notice does not turn that off.
It gives no grades, scores or comparisons between people, and it does not write on the customer’s document.
Before you turn it on
What the recording notice says and which calls are recorded is up to your legal advisors. attendo plays the notice and keeps the record.
AI coaching analyzes the work of people on your team: inform your staff before turning it on. Before analyzing, attendo checks that your company has accepted in writing the document on AI-based staff evaluation.
Keep going
All add-ons humaneo and Lyria: what they are and how to get them.
Frequently asked questions
Lyria, the virtual phone system that works with attendo. You subscribe to it separately, at lyria.es, and it connects with the key for each number.
As an attachment to the call, on the document. The phone system also keeps its own copy, under its own policy.
Yes. Leave the number without automatic recording and record on demand with the button, or put the recording notice behind a condition in the flow.
Because the phone system does not publish the audio instantly. attendo asks for it again every 5 minutes, up to 5 times.
The AI provider you have set up: ElevenLabs, Mistral or OpenAI. The phone system does not transcribe.
The conversation runs on your OpenAI key. If you have ElevenLabs set up, it provides the voice, and ElevenLabs or Mistral can transcribe what the caller says.
Yes. Making, taking, recording and linking calls work alongside voice bots, in the same attendo.
No. It gives private observations to each agent, with the quote from the call. There are no grades or comparisons between people.
Yes, if the recording notice is on: they see it before calling and their acknowledgment is logged.
Request a demo
Tell us how you handle the phone, and we will show you how each call reaches the document with its recording, transcript and summary, and what a voice bot would do.
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