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Basics

Fundamental concepts and key information about Evo Voice to help users understand its core functionality.
By Osama and 1 other
• 9 articles

Evo Voice Introduction

Introduction Evo Voice (Voice) is a versatile communication platform offering the key features of a PBX with added flexibility. It supports multi-channel communication, enabling customized solutions for various communication needs. Core Concept The Voice platform is built around three key components: 1. Endpoints Endpoints represent entities that send or receive communication. Examples include: - Phone Numbers (DIDs): Receive calls and SMS. - Users/SIP Devices: Make/receive calls and chat messages. - Email Addresses: Receive chat messages via email. The following images show a phone number endpoint and a user endpoint: Number Endpoint: User Endpoint: 2. Flows A Flow is a sequence of communication instructions executed when an endpoint initiates communication. Example: - A Flow might say "Hello World!" in a specific voice before dialing a user. The Flow above is very simple, whenever an Endpoint associated with that flow initiates communication (e.g. someone dials the Phone Number or the user tries to dial out), the system will Say in a British Female voice "Hello World!". The selected box is called a Node. Flows are a series of nodes that are connected together by transitions. Here is another example of a Flow with multiple Nodes - Flows consist of connected Nodes and can range from simple to complex configurations, allowing for reusable design patterns. As you can see in the above flow, we have a Say node which has a Transition to a Dial node. In the above flow, when someone dials that Phone Number, the system will first say "Hello World" and then it will dial the user "patrick". Flows can become very complicated, but the Voice system was designed to allow for simple, but powerful flows that can be broken down into reusable chunks. 3. Nodes Nodes are the building blocks of Flows, performing specific tasks and transitioning to the next step. Example: - A "Say" Node speaks a message and transitions to a "Dial" Node to call a user. You can see that the Say Node has a single Transition "Done" which is connected to the Dial node and which will be followed as soon as the Say node is done talking. Most Nodes have at least one Transition, but some have multiple Transitions, for example: - Nodes can have single or multiple transitions depending on the logic, such as routing calls based on the day of the week. In the above example, you can see that we used a Day of Week node which has multiple Transitions. The above flow Dials the Operators Mon-Fri otherwise it sends the call to Voicemail. Summary Evo Voice is a user-driven, multi-channel platform designed for flexibility and simplicity. Its core elements—Endpoints, Flows, and Nodes—enable powerful communication solutions that adapt to various scenarios with ease.

Last updated on Jan 09, 2025

Voice App Functionality

App Functionality Currently, the alpha version of the app provides the ability to modify User, Customer, and Endpoint Data (such as voicemail greetings, forwarding settings, etc.). Conversations Active calls or chats are displayed on the Conversations Tab. For example: To start a new conversation: 1. Click the Phone button at the bottom right. 2. Enter a number. 3. Press either the Chat or Dial button. Settings The Evo Voice App allows users to modify various data fields that control their workflows. The Settings Tab (indicated by the Gears icon) displays all the "Settings Objects" that can be modified, depending on the user’s permissions. For example, in the following screenshot, the app user has access to modify Customer data, other User data, and Endpoint data: If we adjust the user’s permissions to look like this: After refreshing the app, the user will only see: To modify settings for a specific object, simply tap on the object. For example: To save any changes, click the Save button at the bottom right. Contacts The Contact List in Evo Voice displays two types of contacts: Personal contacts and Corporate Directory contacts. Corporate contacts have a tie icon, while personal contacts do not. Personal Contacts Currently, personal contacts can only be managed using the Evo Voice control panel, on the Endpoint Details screen > Contact tab. You can add, remove, or modify personal contacts on this screen. Corporate Contacts Corporate contacts are determined by the other Users within the app user’s Customer. For example, in the screenshot below, the app is signed in with a user from the Evo customer: Here, we can see that the list of corporate contacts includes Alex and Patrick, who are both in the Evo customer. By default, only Users (SIP or Soft Phone) that are in the App user’s Customer (or children of it) are included. However, in the screenshot above, notice that Una Malan is included, even though she is in the parent Main customer. This is because Una’s Contact List Visibility is set to Current Customer and Children on the Endpoint Details screen. Finally, any Teams that are visible will also appear in the Contact List. For example: Calling or messaging a Team will call or message all members of that team. Activity The Activity Tab shows any notifications relevant to the signed-in user. This includes: - Voicemails received on any incoming phone number - Incoming/outgoing calls - Push notifications sent to the app You can inspect a notification by tapping on it. Actions specific to that notification will then appear. For example: Notifications are always shown in order, from most to least recent, and are pulled in chunks of 20. To load more, tap the "Load More" button, which will appear at the bottom when there are additional notifications to display.

Last updated on Jan 06, 2025

Voice App Overview

Introduction The Evo Voice App is a cross-platform application available on Android, iOS, and Web. It allows users to: - Make and receive calls using their Evo Voice number(s), including support for multiple numbers. - Chat with other users and administrators. - Modify Evo Voice settings, such as customer data and endpoint configurations. - Access voice messages for efficient communication. Please note that the Evo Voice App is currently in beta. Download The Evo Voice App is available for iOS and Android at the following links: iOS: Download from the App Store Android: Download from Google Play Administration / Signing In To allow users to sign in to the Evo Voice App, you must first create a Soft Phone user in Evo Voice. For example: In the screenshot above, note the Email Address (login) field, as this will be used for signing in to the app along with the password. It is crucial to assign Customers to these users, as this determines which endpoints they can modify. For example, in the image above, Isabella Garcia is assigned to the VitalCare Wellness Center. If you do not properly assign a Customer to your Soft Phone user, the end user may inadvertently gain access to numbers or make calls from endpoints they are not authorized to use. Permissions To control what data an app user can modify, there is a Permissions tab on the User’s details screen: These permissions specify which settings (data) the user can modify, with descriptions below each field explaining the impact of changing it. Please note: Only data fields (Customer or Endpoint) with a User Mode set to Read Only or Read Write will be visible to the app user. Any fields with a different User Mode setting will remain hidden from the app user. Access/Download You can access the web app at http://app.evovoice.io (this will redirect to a secure location). Users sign in to the app using the credentials assigned to the Soft Phone user that you created. Note: Evo Voice administrators cannot sign in to the app with their dashboard login. You must create a Soft Phone user if you want to use the app. If you want to test the app using a non-standard server (such as team.evovoice.io), click the Advanced button and enter the server name into the Advanced field, e.g.: Up Next: Learn more about managing conversations, settings, and contacts in the App Functionality section. Continue →

Last updated on Jan 06, 2025

Customers in Evo Voice

Introduction In Evo Voice, Customers represent a group of people whose calls are managed by your team. A customer could be a company, a team renting office space, or even your own business. Customers allow you to group Endpoints for billing and data purposes. By default, a new Customer only has a Name, but you can add more details by using Customer Fields. Creating a New Customer To create a new customer: 1. Go to the "Customers" section on the left. 2. Click the "New Customer" button. 3. By default, the new customer will only have a Name until you add more fields. Customer Fields You can add customized fields for each customer to personalize their communication setup. Adding a Customer Field 1. Go to the "System" section and click on the "Customer Fields" tab. 2. Click "Add Field," enter your field details, and then click "Save." 3. In the example below, we're adding a new field called Message with "String" as the type. 1. After saving, your field will be ready to use in customer configurations and flows. Modifying Customer Fields Once a customer field is added, you can edit or modify it as needed: 1. Go to the "Customers" section. 2. Select an existing customer or add a new one. 3. In the customer details, you can now modify the "Message" field or other customer fields. 4. For example, if you added the "Message" field, you can update its input value to customize the message for each customer. Using Customer Fields in a Flow Now that you have customer data, you can use it in a Flow: 1. Create a new Flow, for example, "Customer Greeting." 1. Add a "Say" node from the Toolbox. 2. Connect the Start node to the Say node. 3. In the "What to Say" field, change from "Specific Value" to "Customer Data." 1. Select the field you created, e.g., "Message." 2. Save your Flow. Assigning the Flow to an Endpoint 1. Go to the "Endpoints" section and edit an incoming phone number. 2. On the "General" tab, assign a Customer to the Endpoint. 3. On the "Flow" tab, select the "Customer Greeting" flow. 4. Save the Phone Number and test the flow by calling the number from a non-Voice phone. Troubleshooting If your setup doesn't work, check these common issues: 1. Forgot to assign the Flow to the incoming number? Make sure "Customer Greeting" is selected in the "Flow" tab. 2. Forgot to assign a Customer to your incoming number? Select a Customer in the "General" tab. 3. Didn't assign a Message to your Customer? Edit the customer and add a message. 4. Flow not configured correctly? Ensure that the "Say" node is connected and that it uses "Customer Data: Message." Summary Customers in Evo Voice are groupings of data that can be used in Flows. By adding Customer Fields, you can create customized experiences based on each customer's unique information, and you can incorporate this data into your Flows for personalized behavior.

Last updated on Jan 07, 2025

Has the Support Team Seen My Latest Message? Do They Need More Time or Have Any Questions?

If you've recently sent a follow-up message on your support ticket and are wondering whether the team has seen it or needs anything else from you, here's what to know: 1. Has My Message Been Received? Yes — all replies or new requests sent to our support team (via email or the portal) are automatically recorded in your ticket thread and made visible to the support team. Once your message is successfully received, you will get an automatic confirmation email acknowledging that we’ve received your request. This system-generated response confirms that your message is in our queue and will be reviewed shortly. You can also log in anytime to view your ticket history, check for updates, or reply to your existing requests using this link: 🔗 https://evot.freshdesk.com/support/tickets Please note that while your message is received instantly, depending on the complexity of the issue or internal workflows, there may still be a short delay in reviewing and responding to it. 2. Why Might There Be a Delay in Response? There are a few common reasons the team may not have responded yet: - The ticket is under review or being escalated internally. - Additional verification, testing, or investigation is required before responding. - The message was received outside of business hours or during a high-volume period. - The assigned agent is unavailable, and the ticket has not yet been reassigned. 3. Will the Team Reach Out If They Have Questions or Need More Time? Yes — if the support team needs more details or time to resolve the issue, they will: - Send a follow-up message to ask for clarification or additional information, or - Provide an update on the status of the investigation or expected timeline. If there has been no response within 24–48 hours, you may follow up to ensure the message was not missed. What Should I Do If There’s No Update Yet? - If it’s been less than 24 hours, the team may still be working on your request. - If it’s been more than 48 hours with no reply, we recommend replying to the ticket again or reaching out through another available channel (e.g., live chat, call, or your account manager). - If you're an admin reviewing on behalf of a client, you may also tag the ticket for escalation or reassign it for visibility.

Last updated on Jul 29, 2025

When Are Transcriptions and Recordings Sent to Clients in Evo Voice? Can They Be Sent as a Summary?

Evo Voice allows for flexible delivery of call recordings and transcriptions depending on the business or client’s preference. Here's how it works: 1. Default Behavior – Sent After Every Call By default, call recordings and transcriptions (if enabled) are: - Processed immediately after each call ends. - Delivered automatically via email or webhooks, depending on the configuration. - This ensures that clients receive real-time access to their call data — useful for support follow-up, compliance, or internal documentation. 2. Can We Send Them as a Summary (e.g., Every Two Weeks)? Yes, this is possible — but it requires a custom setup. Evo Voice does not send call summaries or batch recordings/transcriptions every two weeks by default, but you can configure this behavior using the following options: 🛠 Option A: Scheduled Email Reports (Custom) - You can request Evo Tech to set up a scheduled export or summary delivery. - Reports can include: - A list of calls, - Links to the recordings/transcriptions, - Filtered by date range (e.g., last 2 weeks). - This can be set to go out automatically (e.g., biweekly). 🛠 Option B: Portal Access with On-Demand Review - Instead of sending individual call data or summaries, some clients prefer to log in to the Evo Voice portal where they can: - View all call logs, - Listen to recordings, - Download transcripts as needed. - This avoids inbox clutter while still giving access to full call history. 🛠 Option C: Integration with CRM or Storage Systems - If using a CRM or storage platform (e.g., OneDrive, Google Drive, SharePoint), Evo Voice can be integrated to store all recordings/transcriptions automatically. - You can then generate summary reports from those platforms on a biweekly schedule. ✅ Recommendation If you'd prefer to receive a summary every two weeks instead of after every call, contact Evo Support to: - Request the setup of a scheduled reporting/export workflow. - Specify the format (CSV, email summary, downloadable archive). - Indicate which users should receive the summaries and what data to include.

Last updated on Jul 29, 2025

Does the Caller ID Always Show the Same Number or Will It Change with Each Message?

In Evo Voice, the Caller ID behavior depends on the type of communication (e.g., phone calls, voicemails, SMS/texts) and how your system is configured. 📞 For Incoming Calls and Voicemail Notifications - Caller ID will reflect the original caller’s number for each call. - This means every voicemail or missed call notification will show the number of the person who actually called, not a static or default number. - If your system is configured to email voicemail notifications or forward missed call alerts, the caller's number will appear in the subject or message content. ✅ So yes — the Caller ID will change with each message depending on who called. 💬 For SMS/Text Messages (if enabled) - If your Evo Voice system supports SMS messaging, outbound texts sent from your system typically use a designated business number (e.g., your company’s main number or a specific SMS-enabled line). - Incoming messages will show the sender’s phone number, so each incoming SMS will reflect the real sender’s identity. - Outgoing replies will always come from the same number configured as your SMS channel unless a multi-number texting system is set up. 📧 Email or Ticket Notifications - For systems integrated with ticketing or email platforms (like Freshdesk or Zendesk), caller ID or sender info is preserved per message. - Each ticket or email update will show the original caller or contact, so support agents can see who sent each message. 🔧 Customization Options - Evo Voice admins can configure custom caller ID masking for outbound calls, but inbound call info and messages will always show the original sender/caller, unless specifically overridden. - If you're receiving messages with a static number instead of the actual caller, it's likely due to a call forwarding rule or masking setting that can be adjusted. ✅ Summary - Caller ID will change with each message to show the actual caller’s or sender’s number. - The only case where it may appear as the same number is: - For outbound SMS or outbound calls using a masked/business number. - If caller ID masking or overriding is enabled for specific call flows. If you're seeing the same caller ID on all messages and want that changed, contact Evo Support to review your current routing and ID settings.

Last updated on Jul 29, 2025

Can I Call Support or Receive a Call to Discuss These Steps Live?

We understand that some issues are easier to resolve through a phone conversation, especially when there are multiple technical steps involved. Here’s how live communication with Evo Support works: 📞 Phone Support Availability At this time, Evo Voice does not offer direct inbound phone support lines for general troubleshooting. However, we do offer the following options: ✅ 1. Scheduled Callbacks by Request If you need to speak with someone to clarify troubleshooting steps: - You may request a scheduled callback by replying to your current support ticket. - In your message, please include: - Your best contact number - Your availability window - A brief summary of the issue or topic you’d like to discuss Our team will then: - Review your request, - Assign it to the appropriate agent or specialist, and - Reach out to confirm a scheduled time (usually within the same or next business day). ✅ 2. Screen-Sharing or Video Call Option In certain cases, especially for technical walkthroughs, we may also offer: - A screen-sharing session or video call via Zoom or Google Meet. - This is typically arranged when the issue involves multi-step configuration or system settings. 🔄 3. Continue via Email (Default Channel) Our default support channel is email/ticket-based communication, which: - Allows us to keep a full history of instructions and changes, - Ensures accuracy and visibility across our technical team, - Helps with documentation and follow-up in case of escalation. ✅ Summary While we don’t offer a public phone number for direct calls, you can: - Request a callback through your ticket, or - Ask for a screenshare session if preferred over written steps. Just let us know your preferred method and timing, and we’ll be happy to coordinate a live session with you.

Last updated on Jul 29, 2025