--- title: "Telephony with call recording and transcription | attendo" description: "Connect your phone system: each call lands on its record, recorded with a legal notice, transcribed and summarized. Plus voice bots and private AI coaching." url: "https://attendo.me/en/modules/telephony" lang: "en" --- # A fourteen-minute call, in four lines You connect your phone system and every call lands on its document’s record, with its recording, transcript and summary. After hours, a voice bot answers and takes down the details. - Lyria phone system - Legal notice before recording - Extensions per workstation ## Telephony: what it does ### One call, one entry You call from the record and the call goes on the timeline, linked to the customer and the document. Each agent has their own extensions: office, home or mobile. ### Linked in three clicks Calls from the phone system that did not start from a record are linked to their document in three clicks. And you can listen to them from search, without opening another app. ### Recorded, transcribed and summarized Before recording, it notifies the caller and saves who gave consent. The recording, the transcript and the summary stay on the document. ### Voice bots They answer after hours or act as a first filter: they ask for details, check your documentation, create the ticket and transfer to a person. The script is designed as a flow. ### Private coaching marIA gives each agent private feedback: what to avoid and what to reinforce, quoting the call word for word. It does not score or rank anyone, and you turn it on after informing your staff. ### Voice menus and VIPs Voice menus and routing are built with attendo Flows. When a VIP customer calls, the agent knows before picking up, and the customer’s PIN identifies them over the phone. ## Step by step This is how it is used day to day, on the same document as the rest of the modules. ### Step 1 · You connect your phone system With your carrier’s credentials, and you assign the extensions for each workstation. ### Step 2 · You call and get called From the record, or through voice menus that route each call to its group. ### Step 3 · Everything stays on the document The recording with consent, the transcript and the summary, as one more entry. ### Step 4 · You improve with data With the calls and emails report per agent, and private feedback from AI coaching. ### marIA in Telephony marIA transcribes and summarizes every call, answers through voice bots and gives each agent private feedback. If the AI budget runs out, the bot stops answering and the call follows its normal path: queue, voicemail or a person. Every operation is logged with who ran it, the model and its cost. ## It fits every area Industry solutions [attendo Ticketing](https://attendo.me/en/ticketing) [attendo After-Sales](https://attendo.me/en/after-sales-service) [attendo Field Service](https://attendo.me/en/field-service) [attendo CMMS](https://attendo.me/en/cmms) [attendo Customer Service](https://attendo.me/en/customer-service) ### Industries that use it - [HVAC and refrigeration](https://attendo.me/en/industries/hvac): Every call in one queue, wherever it comes from - [IT services and MSPs](https://attendo.me/en/industries/it-services): Every channel in one record - [Elevators and escalators](https://attendo.me/en/industries/elevators): Entrapments go to the closest technician - [And any other business](https://attendo.me/en/industries): attendo can be set up for any line of business. See all industries ## Where it fits (and where it does not) - It is not a phone system: attendo connects to the [Lyria](https://attendo.me/en/add-ons/lyria) virtual phone system, which you subscribe to separately and which handles your numbers and calls. - AI coaching does not score anyone or rank agents. ## Modules that go hand in hand ### [Asynchronous and real-time communications](https://attendo.me/en/modules/channels) Email, WhatsApp, Teams, Meet, web chat and phone, channel by channel ### [Timeline](https://attendo.me/en/modules/timeline) All activity on the document, in order, with its author and channel ### [attendo Flows, Business Process Flow (BPF) and AI-Flows](https://attendo.me/en/modules/flows) Flows, phased processes with approvals, and AI inside the flow ### [Web chatbot](https://attendo.me/en/modules/web-chatbot) Answers with your documentation and hands off to a person as needed ## Glossary terms Support and service ### Omnichannel Omnichannel support Omnichannel means that every channel a customer uses to contact you feeds the same record and the same conversation. Support and service ### First response time FRT First response time is how long your team takes to send a meaningful reply after a ticket comes in. [See all 53 glossary terms](https://attendo.me/en/glossary) ## Frequently asked questions ### Can you make calls over WhatsApp? Yes. WhatsApp voice calls come in and go out from the record, and they stay on its timeline like any other call. ### Which phone system do I need? It works with the Lyria virtual phone system, which you subscribe to separately: see [attendo + Lyria](https://attendo.me/en/add-ons/lyria). If you have a different one, we look into it before onboarding. ### How are callers told about the recording? Before recording, attendo notifies the caller and keeps a record of who gave consent. ### Does AI coaching require anything special? Yes: you inform your staff, as your labor agreements require, before turning it on, because it analyzes the work of people on your team. We remind you in writing. ### What does the voice bot do if someone asks for a person? It transfers the call. The script is a flow, so you choose when it transfers to your team or alerts the on-call staff. ## Try it with your processes We will show it to you with your own document types and the way you work. If it is not a fit, we will tell you. - With your operation, not a generic demo - A real person from our team replies - No cold calls afterwards Would you rather talk first? - Phone [+34 910 053 530](tel:+34910053530) - Email [sales@attendo.me](mailto:sales@attendo.me) - Monday to Thursday 9:30 AM to 6:30 PM and Friday 9:30 AM to 2:30 PM (Spain time)