Voice calls

Voice calls holds Phil's phone line, the settings for calls in the guest app, callbacks and wake-up calls, and the list of every call. The page's address is #Phone. It is used at hotels with Phil on the phone.

Phil on the phone is an add-on for the Revenue plan only. On Core or Dynamic this page shows the upgrade line, and the line cannot be switched on.

Who can use it#

• Managers and admins see the whole page and change the settings.
• Front desk staff with the Voice calls page see the list of calls and transcripts only.
• Buying call unit packs: admins, on the Usage page.

Phone line#

• Phil's number and the booking number, read-only.
• Phil can take calls: off stops new calls in the app and by phone. A call already connected can finish.
• Desk number: where Phil puts a call through in an emergency or when a guest asks for a person.
• At zero call units, the page says new voice calls are unavailable.

Channels#

• In-app voice calls: guests can talk to Phil in the guest app.
• Call offers per guest per day: one to three.
• Phone callbacks: Phil can call a guest's US or Canadian number.
• Callback hours: limit when Phil offers a callback on its own. A guest who asks for a call can be called at any time.
• Wake-up calls, which need phone callbacks.
• Incoming calls: Phil answers calls to its number, and to the booking number where one is set.

On calls and sound#

• New room reservations: Phil can take reservation requests for future stays.
• Mention one offer: Phil can mention one open offer after the guest's request (Revenue plan).
• Longest call: 5, 10 or 15 minutes. Calls to Phil's line stop at 10 minutes at most.
• Phil's voice, background sound and background volume. Each setting saves when changed.

Calls#

• Newest first: time, channel, length, outcome, a summary with links to anything booked, and Read for the transcript.
• Calls are transcribed, not recorded. Transcripts are redacted and kept for 12 months.
• Calls from numbers not on a stay show only the last four digits.

Common tasks#

Read what was said on a call

1. Find the call under Calls.
2. Press Read.

Change where calls are put through

1. Change Desk number.
2. Press Save.

Pause Phil's line

1. Switch off Phil can take calls.

What Phil does on a call, and who can be called, is in Phil on the phone.