In HyperConnect, you can customize how incoming calls are handled. You can choose to enable voicemail for incoming calls, either using a pre-set greeting or by uploading a custom one. Additionally, you have the option to forward missed calls to voicemail or SmartBot, with flexible settings to specify the number of seconds before the call is redirected.
To use HyperConnect Voice, you need a stable internet connection and the same hardware as Zenoti. No additional hardware is required. For detailed information on supported physical phone devices, refer to the list of compatible devices for details.
Creating a customized welcome greeting ensures a professional and engaging experience for your customers, whether they are calling during business hours or after. You can set up different greetings for incoming and outgoing calls by uploading an existing audio file.
Launch HyperConnect.
Click the Settings icon.
In the Voice tab, navigate to Welcome greeting.
To upload a welcome greeting, click Upload voice file.
Sample greeting: Thank you for calling [Your business name]. Your call may be recorded for quality assurance and training purposes. Our team will be with you shortly.
Click Save.
Note
If you have enabled the Record all incoming calls automatically setting, ensure this information is clearly stated in the welcome greeting message.
Impacts and considerations
The welcome greeting file must be in mp3 format and should not exceed 5MB.
Launch HyperConnect.
Click the Settings icon.
In the Voice tab, navigate to Outgoing Welcome greeting.
To upload a welcome greeting, click Upload voice file.
Sample greeting: Thank you for calling [Your business name]. We are calling to provide an update on your request. Please hold while we connect you.
Click Save.
Note
If you have enabled the Record all incoming calls automatically setting, ensure this information is clearly stated in the welcome greeting message.
Regularly update the greeting to reflect changes in business hours, promotions, or important notifications.
Depending on local regulations, businesses may need to inform callers that their conversations are being recorded. Ensure compliance with your region’s laws.
Impacts and considerations
The welcome greeting file must be in mp3 format and should not exceed 5MB.
You can enhance the caller experience by personalizing the audio messages the guest hears while waiting.
Follow these steps to upload and configure a custom audio file for your call hold message.
Launch HyperConnect.
Click the Settings icon.
In the Voice tab, navigate to Hold greeting.
To upload a call hold greeting, click Upload voice file.
The call hold greeting file must be in mp3 format and should not exceed 5MB.
Sample greeting: Thank you for calling [Your business name]. We will be with you shortly. You can visit our website to explore our latest offers. We appreciate your patience!
Click Save.
HyperConnect allows businesses to automatically record both incoming and outgoing calls with guests. This feature helps with compliance, quality assurance, training, and reviewing past conversations. Recorded calls are stored in call logs for easy access.
Launch HyperConnect.
Click the Settings icon.
From the Voice tab enable the Record all incoming calls automatically setting.
Click Save.
Note
If you have enabled the Record all incoming calls automatically setting, ensure this information is clearly stated in the incoming call welcome greeting message.
Launch HyperConnect.
Click the Settings icon.
From the Voice tab enable the Record all outgoing calls automatically setting.
Click Save.
Note
If you have enabled the Record all outgoing calls automatically setting, ensure this information is clearly stated in the outgoing call welcome greeting message.
Once enabled, all calls will be recorded automatically based on the selected settings. You can access these recordings in your call logs anytime.
To ensure that guests receive appropriate responses, businesses can have a pre-recorded message for the guest in case of a missed call. It can be customized to suit the business needs, such as providing alternative contact information or specific instructions.
Launch HyperConnect.
Click the Settings icon.
From the Voice tab enable the Allow guests to leave a voicemail setting.
By default, there's a pre-set voicemail greeting. No changes are needed to use this greeting.
To upload a voicemail greeting, click Replace and upload a file from the browser.
Click Save.
Impacts and considerations
The voicemail greeting file must be in mp3 format and should not exceed 5MB.
Businesses can forward incoming calls to a voicemail or SmartBot if they are unavailable. They can set the duration for routing calls to voicemail or SmartBot based on whether it is during business hours or after hours. Business hours typically refers to the hours your business operates (e.g., 9 AM to 5 PM). Outside business hours, cover times when the business is closed. This call transfer or redirection ensures that callers can leave a message even when immediate assistance is not available.
Businesses can forward missed calls to voicemails.
For example, during business hours (9 AM to 5 PM), calls can be routed to voicemail if unanswered after 15 seconds to ensure efficient handling of customer inquiries. Outside of business hours, which typically range from 5 PM to 9 AM the next day, calls might be redirected to voicemail after 30 seconds.
Launch HyperConnect.
Click the Settings icon.
From the Voice tab enable the Forward calls setting.
Select the Forward to voicemail checkbox.
To specify the duration after which the call is transferred to voicemail if it is unanswered both during and after business hours, enter the value in the appropriate field.
Click Save.
Businesses can forward missed calls to SmartBot.
For example, during lunch hours (12 PM to 1 PM), calls can be routed to SmartBot after 30 seconds if not answered.
Launch HyperConnect.
Click the Settings icon.
From the Voice tab enable the Forward calls setting.
Select the Forward to SmartBot checkbox.
To specify the duration after which the call is transferred to SmartBot if it is unanswered both during and after business hours, enter the value in the appropriate field.
Click Save.
You can integrate HyperConnect with your existing phone system by forwarding all calls from your main line to HyperConnect.
Never miss an important call with HyperConnect's missed call forwarding feature. The Forward to phone number setting allows you to redirect unanswered calls to another phone number, ensuring your customers are always attended to.
For example: During lunch hours (12 PM to 1 PM) you can configure missed call forwarding to redirect unanswered calls to your phone number.
Launch HyperConnect.
Click the Settings icon.
From the Voice tab enable the Forward calls setting.
Select the Forward to phone number checkbox.
Select the country code and enter the desired phone number.
To specify the duration after which the call is transferred to voicemail if it is unanswered both during and after business hours, enter the value in the appropriate field.
Click Save.
To ensure the voice AI can accurately transcribe and summarize calls, you need to associate a specific user with a phone device. Follow these steps to set up the device-user association:
Launch HyperConnect.
Click the Settings icon.
In the Voice tab, navigate to Physical phone.
Enable the Device-User association setting.
Select the desired employee from the drop-down list of available employees.
Click Save.
Businesses can receive calls directly on their devices without these calls appearing on the soft phone or web interface. This allows businesses to use HyperConnect without having to manage calls on the computer. The front desk staff can access all call information on their phone devices, allowing them to handle calls solely through the device itself.
Launch HyperConnect.
Click the Settings icon.
In the Voice tab, navigate to Phone device.
Turn on the Enable calls only on device setting.
Click Save.
If you encounter issues with HyperConnect voice, refer to the Troubleshoot physical phone device section.
To configure caller ID settings in HyperConnect voice, reach out to a Zenoti representative or contact us at product_hyperconnect@zenoti.com.
Currently, HyperConnect does not offer integrations with CRM systems. For more information, reach out to us at product_hyperconnect@zenoti.com.