Voice

What is Call Masking or 2 way call? 

Number masking or call masking is an advanced data protection measure designed to safeguard the personal details of both the agent and the caller. It allows two parties to communicate seamlessly over a call without revealing their actual phone numbers, ensuring privacy while maintaining a secure connection.

From cab aggregators to online classifieds, many industries are adopting number masking solutions to build trust and enhance data security in their interactions between clients and customers. This technology helps protect personal information while ensuring seamless communication.

Benefits of using Call Masking:-

1. Privacy Protection: Call masking hides the real phone numbers of both parties, ensuring their personal information is kept secure and preventing any unwanted contact or misuse of their details.

2. Better Customer Trust: When customers know their contact details are protected through number masking, they feel more secure, which fosters trust and enhances overall customer satisfaction.

3. Controlled Communication: Call masking enables businesses to track and monitor conversations while keeping personal details private, ensuring secure and regulated communication.

4. Uphold the brand reputation: Call masking also reinforces the brand’s role as a trustworthy intermediary, making customers more likely to continue using the service. 

Who uses Call Masking?

1. E-commerce: Call masking is an essential tool in the e-commerce industry, particularly for delivery services and online shopping platforms, as it helps protect the privacy of both customers and delivery personnel during communication.

2. Customer Support: Businesses often use masked phone numbers to offer secure and flexible communication, enhancing the overall customer experience while protecting personal information.

3. Ride Sharing: Call masking gives users of ride-sharing apps a sense of security by allowing them to communicate with drivers without revealing their personal phone numbers.

Step-by-step process to configure Call Masking:

1. Login to MSG91.

2. Purchase caller ID for your business, here is the detailed HelpDoc to learn more about caller ID and its pricing. 

3. Select the voice option from the dashboard, under "Voice", click "Support" in the sidebar & Select the API documentation option on the dropdown.

4. API documentation will be opened.

5. Now, please mention your "caller Id" from the voice section. In the "destination", enter the contact number of the first person. For "destinationB", you can add the other person's number.

6. After entering the parameter, just pass the "Authkey" for the MSG91 account and click on "Try". When the call is received, the caller ID will be visible at both destination and destination B.

 If you face any issue with any of the above steps you can reach us at [email protected] and we will be glad to assist you further.

                                                   HOW TO USE VOICE SERVICES

                                                          A Video for Reference

Refer to our Help Documents of voice services for detailed description.

Monitoring Calls

Welcome to our most helpful feature for improving consumer services - "Call Monitoring" and Explore real time insights and take control of calls on calls.

Below are the simple steps to effectively monitor calls.

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Go into the voice services and click on call monitoring in the left hand corner. you will be able to see the ongoing calls of authorized company. 

Note* only authorized people of the company can access the feature.

Voice Tool

Apply filters if you want to monitor any specific call.

Call Monitoring Panel  

Click on spy to enter into the call, and now you can hear the call secretly.

Call Monitoring Panel

Press 5 from the dialpad in order to whisper the call.

Press 6 from the dialpad in order to barge the call.

Press 4 to go back on spy.

Dialpad   

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If you want to go back on any other option you can press the Designated keys again

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Introducing Enhanced Call Monitoring Features!

We are excited to announce a powerful addition to our cloud communication platform - Call Monitoring! These features empower you with more control and monitoring during your calls.

**1. Call Spying

Ever wanted to silently monitor ongoing calls to ensure quality and compliance?

Our Call Spying feature allows authorized users to listen in on calls without the parties being aware. Enhance training, provide real-time feedback, and improve customer service effortlessly.

**2. Call Barging

Need to intervene or assist during any call? 

Our Call Barging feature enables authorized users to join an ongoing call. Collaborate, resolve issues, and enhance customer satisfaction by providing immediate support when needed. Kind of a con call but it is not a three way call.

**3. Call Whispering

Guidance just a whisper away! 

With Call Whispering, authorized users can coach or advise an agent during a call without the other party hearing. Enhance training, boost agent performance, and improve customer interactions.

                                                        HOW TO USE VOICE SERVICES

                                                                  INCOMING CALLS

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MSG91 is pleased to announce that our Voice service is now available to all of our wallet subscribers. Log into your MSG91 account and click on the Voice Microservice in order to use our voice services. 

   

MSG91 Dashboard   

To use the voice services you need to subscribe to the Direct Inward Dialing(DID) number from the numbers service and the deduction for the calls can be directly deducted from your MSG91 account wallet. (there are no specific charges for incoming calls) if our app is being used.

Please follow the steps in this article. Select numbers from the microservices page after logging into your MSG91 account.

Image Caption

You can now see the assigned Number in the caller ID section. You can here now assign the number according to your preference to different people or flow. The call will now fall in accordance with the flow assigned on it.

Here are the available options:

1. Direct to a specific agent.

2. Route to any Team of your choice.

3. Follow a designated flow (you can find detailed information about how to create in the provided help documentation(........................................)

From the Flow dropdown you can choose any of these and from Assign dropdown you can assign them to specific recipients. 

This empowers you to efficiently manage call routing according to your unique requirements.

Assigned Caller ID

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You can now receive the call on the assigned number.

You can also get the calls on our Hello Panel, on the web and on phone as well and on phone and web both.

For getting more information about hello you can refer to our Help Documentation.

This is the same process we will have to follow for all the other countries in order to receive the incoming calls.

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                                                   HOW TO USE VOICE SERVICES OUTGOING CALLS IN INDIA

As per TRAI(Telecom Regulatory Authority of India). Companies are required to register with TRAI and obtain a unique identification number (TCC) to be used in caller ID. We cannot make calls in India with our own mobile numbers.

We will have to subscribe a number in order to make calls in India.

Here are the steps to be followed for making an outbound call in India.

Log into your MSG91 account and click on the Voice tab in order to use our voice services for Outbound Calls.

To use the voice services for outbound calls, you need to subscribe to the Direct Inward Dialing(DID) number from the numbers service and the deduction can be directly deducted from your MSG91 account wallet. (there are specific charges for outgoing calls even if our app is being used.)

Please follow the steps in this article. 

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Select numbers from the microservices page after logging into your MSG91 account.

You can now see the number in the caller ID section.

You can make one to one call by our Hello Panel by Connecting VPN. You can also launch the campaign with template for Bulk calls.

For connecting VPN and using our Hello services you can refer to

"https://msg91.com/help/MSG91/how-to-configure-vpn-in-hello-for-making-the-voice-calls" .How to configure VPN in Hello for making Voice calls in our Help sections and you can Also contact to support in case of any queries.

                                                             OUTGOING CALLS INTERNATIONALLY

We will have to refer the telecom rules and regulations based on countries before making the calls for better services.

Furthermore, If you are comfortable in calling with your own registered number and you do not want to buy one you can also use your number for the same. If you want a number then we will have to Purchase a number with the same process shown above.

**For buying an International Number you can contact to our support.

**There is no need to connect VPN in order to make calls from other countries.

                                                           NUMBER SUBSCRIPTION

To use the voice services you need to subscribe to the Direct Inward Dialing(DID) number from the numbers service and the charges for the plan will be directly deducted from your wallet.

Please follow the steps in this article. Select numbers from the microservices page after logging into your MSG91 account.

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Once the numbers page is open you can click on the subscription at the left-hand side bottom corner.

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Then you can subscribe to the Yearly Inbound Basic plan.

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Listed here is the pricing for the number which you can use for Voice services.

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Now in the appeared pop-up of the long code number, you can select the DID number of your choice.

Now you will see the Net Amount that is payable, this is the amount that you will get on a pro-rated basis.

Note: If you want the International DID number for calling please reach out to your account manager and they will assign the number to your account as per your requirement.

If you face any issue with any of the above steps you can reach us at [email protected] and we will be glad to assist you further.

 Steps for setting up Wireguard in Chrome OS

 Via Cross Terminal

Sample wireguard configuration:

• Open "Crosh terminal" using ctrl + alt + t 

• Create new wireguard profile using command : 

wireguard new <vpn_name>
    EXAMPLE : wireguard new testvpn

• Set local ip address using command:
      wireguard set <vpn_name> local-ip <Address>
   
      (NOTE : here local-ip  will be “Address” parameter (excluding /32 value) shown above in the “sample wireguard configuration” )
  
      EXAMPLE : wireguard set testvpn local-ip 10.8.224.215

• set private key using command:

  • wireguard set <vpn_name> private-key

  • after running this command you will be prompted to enter private key

  • then enter private-key value
    
    

• set the peer information using commmand:

  • wireguard set <vpn_name> peer <public_key_value> 

  • ex:wireguard set testvpn peer 65Ccqs2TzApWQTIz0H6/wym3NJZmX0d4UWwOSid8+lc=

• set allowed IP’s field using command:

  • wireguard set <vpn_name> peer <public_key_value> allowed-ips     <allowed_ip value>

NOTE: Please remove spaces between allowed ip values

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Check in the setting→Network→VPN→Choose your created VPN and connect it.

Via Using GUI

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Go into settings and then Click on network and click on add connection.

Select  Add built in VPN..

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Select "WIREGUARD" in Provider type by clicking on drop down button 

Fill all the credentials carefully including Client IP Address, Then select "I have a Key Pair" from key dropdown menu.

Enter Private Key and Public Key and also Endpoint.

Then Add Allowed IP's.

NOTE: Please remove spaces between allowed ip values

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Now add Persistent keepalive interval "5"

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            Click on Connect and your VPN is now connected.

             After the VPN is connected Check Sever name by following these steps

             Click on Network,click on VPN network which is connected, now click on name server, see weather it is google name servers or not if not click on Google name servers.

Voice Redesign Template Changes:

1. Custom Content Inclusion:

- Users can now add custom text, variables, and existing files directly into

the template.

- Text content (if any) is internally transformed into a file format.

- If the text content comprises at least 8 unique characters, the first 8

unique characters are used as the text_file_name but if the text content

contains fewer than 8 unique characters, an additional 8-character slag is

appended.

- In the UI,files highlighted in green indicate an active file, while file with

red indicates the file is inactive. Additionally, to use files in campaign or

template calls, file approval needs to be done.

2. Custom Voice Selection:

- User have the ability to specify a custom voice_name for each

template.

- The playback of variables and text within the template will be according

to chosen voice_name.

3. Support to play Active and Inactive File in template playback :

- User can add both active and inactive files to the template, but when you

make a template call if any inactive file exists in the template then that file

will be skipped to play in a call.

- During template playback, users have the option to select from multiple

versions of a file. However, during a campaign or template call, the active

version of the file will be played.

                                                                  VOICE WALLET

We have seperated Main wallet with MSG91 Voice Wallet.

MSG91 Voice Wallet:  We've separated the voice-related expenditures from your overall wallet, streamlining your account management. Now, with the dedicated Voice Wallet, you can effortlessly monitor and manage your voice service expenses independently.

Look how!

Click on add Funds

MSG91 Panel​

Click on Add fund to Voice

                                                                                Wallet

​​Add amount of which you want to make recharge and now process to pay!!

Pay via your preferable mode and you Voice wallet is now ready to use.

NOTE: Apart from Voice Services all other deduction will be done from main wallet only. 

HOW TO CREATE FLOW

A Flow refers to a predefined sequence of actions and interactions that define the behavior of voice calls. These flows are designed to automate and manage communication processes over the phone. Our Flows typically consist of several key components, including initiation triggers, destination numbers, webhook and decision points, voice messages or playback files, response actions, call scheduling, and time conditions. The flow's purpose is to guide the caller through a structured experience, whether it's interacting with an automated system (like an Interactive Voice Response or IVR system), receiving important notifications, participating in surveys, or engaging in various other voice-based communication scenarios.

After logging in MSG91 Account get into Voice Panel. Once you are in the voice services panel, for creating a playback you have to click on the Files option, then click Add File at the top right corner. Select the type of file you want to upload: Upload (wav format only), Text to speech, Record from phone, Record from browser.

These will be the recordings you can create as per your requirements.

Add Files

Select Voice Name, the language of the audio file, and then click Save. In the text just write the content of the message no need to pass any variable in the content and then just save the file After the file is added, it can't be deleted, but it can be edited or renamed.

Now you can create a Template. The option is at the top right corner. When you create the template just give the name of the template. After adding the template name. You can assign variables in the message first you have to create the files Use @ to add files and # to add variables (variables can  be numeric and Dynamic too). Click on the add file.

Template 

You can now also add template in flow from the Number Input Node and Playback Node in order to play IVR files and this will also allow you to play dynamic variable. 

Template In Flow

In addition, you can use the Flow option to create a customized workflow that matches your specific business needs. You can also apply various conditions to it. These nodes collectively enable you to design a dynamic and efficient call flow according to your specific business, ensuring callers are handled with precision.

Here are descriptions of the nodes along with practical use cases:

1.)Ring Group Node:

A "ring group" typically refers to a feature in telecommunications systems or call center software where incoming calls are routed to a group of phone numbers, and they ring on multiple devices simultaneously or sequentially until one of them answers the call. The Ring Group node is a fundamental component of your call flow.

It offers two essential options:
1.) Team : Within this system, you have the flexibility to allocate the incoming call or message to a specific team. This team can be conveniently established within the HELLO platform, tailored to suit your organizational structure and needs.

2.) Agent : You also have the liberty to designate a particular agent from your company to handle the incoming communication. The agent chosen should ideally be the one most suited to address the inquiry or matter at hand.

Initially, when someone contacts your company, the communication will be directed to the designated agent's HELLO panel. It's important to note that if an agent has multiple caller IDs, they must ensure they've selected the appropriate one to respond effectively. In case the call or message remains unanswered on the HELLO panel, the system seamlessly forwards it to the agent's mobile phone. This ensures that customer inquiries receive the attention they deserve, even if the agent is not at their desk.

**Drag and drop the node and connect the node as per your requirement.
**Select to whom you want to assign and save.

Ring group Node

2.) Playback Node:

This node serves the purpose of incorporating a playback file within your communication flow. The Playback node enables you to incorporate audio playback into your call flow. You can add any recorded approved file. It provides you with a selection of currently active files available in the dropdown menu.

You can also add Template in this node for Dynamic Variables.

Important Note: It's essential to be aware that the Playback Node should not be utilized for DTMF (Dual-Tone Multi-Frequency) input playback scenarios. This is because, in such cases, the playback will not automatically pause if someone inputs DTMF tones during the playback.

**You have to drag and drop the node and connect it as per your requirement.
**Select a file for Playback.
**Select a Template for Playback with variable.

Playback Node

3.)Number Input Node: The Number Input Node is a valuable tool designed for the collection of Dual-Tone Multi-Frequency (DTMF) inputs during communication flows. It offers a range of customizable settings to enhance your interactive communication with the audience. By using the Number Input Node and configuring these settings to your preference, you can create engaging, interactive communication flows that are responsive to your audience's input, and that guide them through the process with clarity and flexibility.

Here are the four fields associated with the Number Input Node:

1.Filename: This field allows you to specify a playback file that will accompany the DTMF input process. You can set an audio file to play as guidance or instructions to users, providing a informative experience.

2. Wait Time: The 'Wait Time' parameter defines the duration for which the system will patiently await a DTMF input from the user. It ensures that users have ample time to respond without feeling pressured.

3. Max Digits: With the 'Max Digits' field, you can set the maximum number of digits allowed in the DTMF input. This parameter allows you to control the length and complexity of user inputs, ensuring they align with your specific requirements.

4. Attempts: The 'Attempts' field determines the number of opportunities you're willing to provide to the user for submitting their DTMF input. It's a safeguard for possible errors or retries, gives users a user-friendly experience.


**Drag and drop the node and connect it as per your requirement.
**Add file and select preferable option from the given options.
**You can also add template in number input node.

Number Input Node

4.) Menu Conditions Node: The Menu Conditions Node serves as a important element in your flow, enabling the creation of conditional ways. This node is specifically designed to receive input from the Number Input Node, then guide the flow through various conditions based on the user's input. In cases where no matching condition is met, the flow defaults to a predefined condition. By configuring the Menu Conditions Node with your chosen input variable and associated conditions, you can create dynamic communication flows according to users' specific choices and requirements.

Here are the two key fields within the Menu Conditions Node:

1.) Input Variable: This field presents a dropdown menu containing available input variable nodes. You can select the input variable node that corresponds to the user's input, which is taken from the Number Input Node. This selection helps the system identify and work with the user's response.

2.) Equals To: The 'Equals To' field is where you define the specific conditions you wish to apply. After entering your condition criteria, simply click the plus (+) button to add multiple conditions. These conditions act as the navigational signposts, directing the flow along divergent paths based on the user's input.

**Drag and drop the node and connect accordingly.

**Select the Input variable and add more numbers with + sign.

5.) Time Condition Node: In MSG91 flow the Time Condition Node is a powerful tool that allows you to define specific time-based criteria within your communication flows. It enables you to control when and how your flows are executed based on time-related conditions. With the Time Condition Node, you can craft communication flows that are finely tuned to the time of day and days of the week, ensuring your interactions with users are precisely timed and aligned with your business or service hours.

Here are its key features:

1.Days: This field lets you select the days of the week during which the time condition will be active. You can choose one or more days, depending on your specific requirements. For instance, you might want your flow to behave differently on weekdays compared to weekends.

2.Start Time: The 'Start Time' setting determines the beginning of the time window during which the condition is in effect. You can specify the time at which you want the condition to become active. This allows for precise control over when your flow starts responding to particular conditions.

3.End Time: The 'End Time' setting marks the conclusion of the time window during which the condition applies. You can specify the time at which the condition should no longer be in effect. This is essential for defining the duration during which your flow follows the specified conditions.

4.)Plus Sign (+): The plus sign (+) is used to add multiple time conditions. It allows you to create complex time-based rules by specifying different days, start times, and end times for various scenarios. This feature empowers you to create highly flexible and responsive flows that adapt to a wide range of time-related situations.

**Drag and drop the node and connect according to your need.
**You can add many time condition by clicking + sign.

Time Condition Node

6.) Webhook: With this node, you can receive real-time data by specifying your desired Webhook URL. Please use the following JSON format to provide the necessary information, apart from variables in flow you can pass additional parameters as well: 

Request body (example):

{

    "dest": "#destination",

    "number": "#number_input_1",

    "source": "#source",

    "caller_id": "#caller_id",

    "campaign": "testcampaign"

}

The response that you will get on the Webhook is shown in the screenshot below:

The response index is used when you want to use level-wise response index/key of the Webhook response to take further actions. Here you need give the level-wise response index/key separated by '|'

For example please refer to below screenshot in which the Webhook response is mentioned and the examples of response index that needs to updated in MSG91 response index field to take further action of the respective values depending on your requirement:

Logs for your voice services can be found in the logs section. The details that will be available there are Time Start, Source, Agent, Caller ID, Destination, Duration, Billing Duration, Charged, Status, Type, Direction, and Recording. You can even use the Filter option in order to sort logs in order to quickly organize your data and find the data that you want.

Logs

**Now you can assign the flow to your desired caller ID, and it will work smoothly.

                                                              PRICING FAQ'S

1. What are the pricing and billing options for MSG91's voice services?                                                                  Pricing and billing options can vary, you would need to buy a number from our number section (if you are not using our Hello application) in order to use our voice services for calling and you would need to refer to our official website or contact our sales team for information on pricing and billing plans.

2. Are there additional charges for using text-to-speech (TTS) to convert text into voice messages?     No, MSG91 does not charge anything extra associated with using text-to-speech (TTS) to convert text into voice messages. We even do not charge anything extra for incoming calls if our app is being used.
   

3. Are there any package or subscription options available for managing incoming calls cost-effectively?                                                                                                                                                                                           MSG91 offers package or subscription options designed to help you manage incoming calls in a cost-effective manner (in case you are not using our voice services). These packages can include features like a set number of included incoming calls or reduced rates. You can explore these options within your MSG91 account to choose the one that best suits your needs and budget.