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Phone Number Features

Explore advanced features and capabilities available with your Voka AI phone numbers.

Voice Capabilities​

All Voka AI phone numbers come with full voice calling features.

Inbound Calls​

Receive calls to your AI assistant:

  • Unlimited simultaneous calls (based on your plan)
  • Crystal-clear voice quality
  • Low latency connections
  • Global reach

Call handling:

  • Automatic answer by your AI assistant
  • Configurable ring behavior
  • Transfer capabilities
  • Call recording (if enabled)

Supported regions:

  • North America (US, Canada)
  • United Kingdom
  • Additional regions available on request

Outbound Calls​

Make calls from your AI assistant (if enabled on your plan):

  • Caller ID shows your Voka AI number
  • Same voice quality as inbound
  • Usage tracked in analytics
  • Integration with workflows

Common use cases:

  • Return calls to customers
  • Appointment reminders
  • Follow-up calls
  • Confirmation calls
Premium Feature

Outbound calling may be a premium feature depending on your plan. See Billing Plans for details.

SMS/Text Messaging​

Send and receive text messages with most Voka AI phone numbers.

SMS Capabilities​

Receive SMS:

  • ✅ Customers can text your number
  • ✅ Messages appear in your dashboard
  • ✅ Webhook notifications available
  • ✅ Auto-reply capabilities

Send SMS:

  • ✅ Reply to customer texts
  • ✅ Send bulk messages
  • ✅ Templates for common responses
  • ✅ Scheduled messaging

SMS features:

  • 160 characters per message
  • MMS support (images, limited by plan)
  • Two-way conversations
  • Message history stored

Learn more: See complete Messaging Documentation

SMS Limitations​

Not all numbers support SMS:

  • ❌ Some toll-free numbers (older 1-800 numbers)
  • ❌ Some international numbers
  • ❌ Numbers ported from certain carriers

Check SMS capability:

  1. Go to Phone Numbers
  2. Look for "SMS Enabled" badge or indicator
  3. If not shown, contact support

Call Recording​

Record calls for quality assurance, training, or compliance.

Enabling Call Recording​

Per-assistant settings:

  1. Edit your AI assistant
  2. Go to Calling tab
  3. Toggle "Record Calls" ON
  4. Save

All calls to that assistant will be recorded.

Accessing Recordings​

View and download recordings:

  1. Go to Analytics → Calls
  2. Click on a call
  3. Look for "Recording" section
  4. Click Play or Download

Recording details:

  • Format: MP3 or WAV
  • Quality: Standard or HD (plan-dependent)
  • Storage: 90 days (default), longer with premium plans
  • Size: Varies by call duration

Recording Compliance​

Legal requirements:

Many jurisdictions require notification or consent before recording.

Include in your greeting:

"This call may be recorded for quality and training purposes."

Check your local laws:

  • Some states require two-party consent
  • HIPAA requirements for healthcare
  • GDPR considerations for EU callers
Legal Responsibility

You are responsible for complying with call recording laws in your jurisdiction. Consult legal counsel if unsure.

Call Transcription​

Get text transcripts of every call automatically.

Automatic Transcription​

All calls are transcribed:

  • Real-time transcription during call
  • Available immediately after call ends
  • Searchable text
  • Speaker identification (AI vs. Caller)

Transcription quality:

  • 90-95% accuracy for clear audio
  • Better with standard accents
  • May struggle with heavy accents, background noise

Access transcripts:

  1. Go to Analytics → Calls
  2. Click on any call
  3. View Transcript tab
  4. Read or download

Using Transcripts​

Common uses:

  • Review assistant performance
  • Identify misunderstandings
  • Training data for improvements
  • Compliance and record-keeping
  • Customer service quality assurance

Search transcripts:

  • Find specific calls by keywords
  • Search for customer names
  • Identify common questions
  • Track specific topics

Caller ID & CNAM​

Control how your number appears when calling out.

Caller ID Display​

When your AI makes outbound calls:

  • Shows your Voka AI phone number
  • Displays associated CNAM (name)
  • Increases answer rates

Example:

Incoming Call
(555) 123-4567
ABC Dental Office

Setting Up CNAM​

CNAM = Caller ID Name

To register your CNAM:

  1. Go to Phone Numbers
  2. Click on a number
  3. Click "Edit CNAM"
  4. Enter your business name (max 15 characters)
  5. Submit for registration

Registration time:

  • Takes 7-14 business days
  • Must be approved by CNAM registry
  • May require business verification

CNAM rules:

  • Max 15 characters
  • No special characters or symbols
  • Must be your actual business name
  • Cannot be misleading
Increase Answer Rates

Registered CNAM significantly increases the chance customers answer your calls vs. "Unknown Caller".

Voicemail​

Configure voicemail for when your AI assistant can't answer.

Voicemail Setup​

Enable voicemail:

  1. Edit your AI assistant
  2. Go to Calling tab
  3. Toggle "Enable Voicemail"
  4. Configure settings

Voicemail options:

  • Default greeting (system-generated)
  • Custom greeting (upload MP3)
  • Voicemail-to-email
  • Transcription of voicemails

Voicemail Notifications​

Get notified when customers leave voicemail:

  • Email notification with audio file
  • SMS notification (if enabled)
  • Webhook notification for integrations
  • Dashboard notification

Voicemail management:

  • Listen in dashboard
  • Download audio files
  • Read transcripts
  • Delete or archive

Call Routing & Forwarding​

Advanced call routing capabilities.

Time-Based Routing​

Route calls differently based on time:

Example setup:

  • 9am-5pm Mon-Fri: Answer with AI assistant
  • After hours: Send to voicemail or different assistant
  • Holidays: Special greeting + voicemail

Configure:

  1. Edit your AI assistant
  2. Go to Calling tab
  3. Set up Business Hours
  4. Configure After Hours behavior

Failover & Backup​

What happens if Voka AI has issues?

Configure failover:

  1. Go to Phone Numbers settings
  2. Set Failover Number (backup landline/mobile)
  3. If Voka AI can't answer, calls route to failover

Recommended:

  • Set failover to your business line
  • Test failover quarterly
  • Keep failover number current

Call Screening​

Screen calls before connecting (premium feature):

  • Ask caller for name
  • Ask reason for call
  • AI determines if call should connect
  • Blocks spam/robocalls

Benefits:

  • Reduce spam calls
  • Get context before transfer
  • Professional screening experience
Premium Feature

Call screening available on Business and Enterprise plans. See Plans.

Simultaneous Call Capacity​

Handle multiple calls at the same time.

Concurrent Calls​

Your capacity:

  • Starter: 1-2 simultaneous calls
  • Professional: 5-10 simultaneous calls
  • Business: 25-50 simultaneous calls
  • Enterprise: Unlimited

What happens when capacity is reached:

  • Additional callers hear busy signal
  • Or routed to voicemail (if configured)
  • Or routed to backup number

Check current usage:

  • Go to Analytics → Dashboard
  • View Concurrent Calls metric
  • See peak times and capacity needs

Need more capacity?

Call Analytics & Tracking​

Deep insights into your call performance.

Real-Time Analytics​

See what's happening now:

  • Active calls in progress
  • Callers on hold or in queue
  • Current wait times
  • Assistant performance

Historical Analytics​

Review past performance:

  • Total calls per day/week/month
  • Average call duration
  • Peak call times
  • Missed calls
  • Call outcomes (completed, transferred, voicemail)

Filter by:

  • Date range
  • Phone number
  • AI assistant
  • Call outcome
  • Caller location

Learn more: Analytics Documentation

Number Pooling​

Use multiple numbers together (advanced).

What is Number Pooling?​

Assign multiple numbers to ONE assistant:

  • All numbers ring to same assistant
  • Track which number was called in analytics
  • Different numbers for different campaigns

Example:

Number A: (555) 111-1111 - Tagged "Google Ads"
Number B: (555) 222-2222 - Tagged "Facebook Ads"
Number C: (555) 333-3333 - Tagged "Website"

All → Same AI Assistant

Track in analytics which source drives most calls!

Campaign Tracking​

Use number pooling for marketing ROI:

  1. Purchase separate number for each campaign
  2. Assign all numbers to same assistant
  3. Tag numbers with campaign names
  4. Track calls by number in analytics
  5. Calculate cost per call by campaign

Metrics to track:

  • Calls per campaign
  • Conversion rate per campaign
  • Cost per acquisition
  • Peak times by campaign source

Emergency Services​

Important information about 911 and emergency calling.

E911 Capabilities​

Voka AI numbers and 911:

⚠️ Important limitations:

  • Voka AI phone numbers may NOT support 911 calling
  • AI assistants are not designed for emergency dispatch
  • Always have backup plan for emergencies

Recommended approach:

  1. Train AI to recognize emergency keywords
  2. Immediately transfer to human operator
  3. Human calls 911 on behalf of caller
  4. Or provide emergency contact alternative

Example emergency handling:

AI detects: "emergency", "hurt", "bleeding", "fire"
AI response: "I'm transferring you immediately to our emergency line."
Transfers to: Your 24/7 monitored number

Address Registration​

For enhanced 911 (where supported):

Some jurisdictions allow you to register your business address with your phone number for emergency services.

To register:

  1. Go to Phone Numbers
  2. Click on a number
  3. Look for "E911 Address"
  4. Enter your physical business location
  5. Submit

This helps:

  • Emergency services locate your business
  • Faster response in emergencies
  • Compliance in some jurisdictions
Critical

NEVER rely solely on AI for life-threatening emergencies. Always have a clear escalation path to human operators who can call 911.

International Features​

Capabilities for international calling and numbers.

International Numbers​

Available countries:

  • United States
  • Canada
  • United Kingdom
  • Select European countries (contact support)

Features vary by country:

  • Some countries: Voice only (no SMS)
  • Some countries: Different pricing
  • Some countries: Regulatory requirements

To purchase international numbers:

  1. Go to Phone Numbers → Buy Number
  2. Select country from dropdown
  3. Search for available numbers
  4. May require additional documentation

International Calling​

Call from/to international numbers:

Inbound international calls:

  • Customers worldwide can call your number
  • Standard international rates apply (to them)
  • No extra charge to you for receiving

Outbound international calls:

  • Call international numbers from your AI
  • Per-minute rates vary by destination
  • See Pricing for rates

Advanced Features (Enterprise)​

Premium capabilities available on Enterprise plans.

Custom Voice Routes​

Advanced call routing:

  • Route based on caller ID (recognize VIP customers)
  • Route based on caller location
  • Route based on time zones
  • Route based on call history

API Access​

Programmatic control:

  • Trigger calls via API
  • Retrieve call data via API
  • Modify assistant settings via API
  • Real-time webhooks for events

Use cases:

  • Integrate with your CRM
  • Trigger workflows from calls
  • Custom analytics and reporting
  • Build custom applications

Learn more: API Documentation (coming soon)

White Label​

Brand as your own:

  • Custom caller ID
  • Branded voicemail greetings
  • Custom hold music
  • Remove Voka AI branding

Available on: Enterprise plans only

Feature Comparison by Plan​

FeatureStarterProfessionalBusinessEnterprise
Voice Calls✅✅✅✅
SMS✅✅✅✅
Call Recording✅ (30 days)✅ (90 days)✅ (1 year)✅ (Custom)
Transcription✅✅✅✅
CNAM❌✅✅✅
Voicemail✅✅✅✅
Concurrent Calls1-25-1025-50Unlimited
Call Screening❌❌✅✅
API Access❌❌LimitedFull
White Label❌❌❌✅
Priority Support❌❌✅✅

See Complete Plan Comparison

Enabling Features​

How to Enable/Disable Features​

Most features are controlled at the assistant level:

  1. Go to AI Assistants
  2. Edit the assistant
  3. Go to Calling tab or Settings
  4. Toggle features on/off
  5. Save changes

Some features require plan upgrade:

  • Check feature availability for your plan
  • Upgrade at Billing → Plans
  • Or contact sales

Feature Requests​

Don't See a Feature You Need?​

We're constantly adding new capabilities!

Request a feature:

  1. Go to Settings → Feature Requests
  2. Or contact support
  3. Describe your use case
  4. We'll let you know if/when it's available

Popular requested features:

  • Video calling support
  • More international numbers
  • Advanced IVR menus
  • Call queue management
  • CRM deep integrations

Next Steps​

Learn more about specific features:

Need Help?​