Configuration

Accounts vs Groups (what's the difference)

In MosaicVoice, you will see both Accounts and Groups. While they might sound similar, they are used for very different purposes...

Updated 1 month ago by Sarah Pedersen

Integrating your dialer with MosaicVoice

Overview. To ensure smooth integration and real-time guidance for your team, our application requires webhook notifications from your dialer to track changes in call states. These notifications allow…

Updated 9 months ago by César Camacho

Creating a Survey Form and exporting results

What is a Survey Form. A Survey Form is a set of questions to be answered by the agent during and immediately after a customer conversation. When a new call begins, the form appears next to MosaicVoi…

Updated 8 months ago by Julian McCarty

Setting up Accounts

Step 1: 1. Navigate to the Accounts tab on the Company page 2. Create an Account Step 2: 1. Go to the call maps associated with the account 2. On the Advanced tab, select the Account and Save ** Now…

Updated 9 months ago by Julian McCarty

Redaction capabilities and configuration options

Redaction capabilities and configuration options. MosaicVoice offers users the ability to customize the items they would like to have automatically redacted from their call transcripts and recordings…

Updated 1 year ago by Julian McCarty

Whitelisting requirements

What we'll cover: This article reviews whitelisting requirements for MosaicVoice. Who is this article for? This article is for anyone who is getting started with MosaicVoice. What do I need to do? In…

Updated 1 year ago by Sarah Pedersen

Assigning call maps to campaigns

What we'll cover. In this article we will discuss how to assign call maps to campaigns. Similar to assigning call maps to DNIS numbers, this allows MosaicVoice to bring up the appropriate call map wh…

Updated 2 years ago by Julian McCarty