In this FAQ, we will cover two topics:
3.1.1. Default Language (IVR Language)
3.1.2. Welcome Greeting (Incoming Calls)
Once you have selected your GEM-PHONE number, the account administrator will have access to various GEM-PHONE configuration options. When you click the phone icon, the following buttons will appear at the top of the window:
- My Preferences;
- Call History;
- Configurations.
1. My Preferences
The My Preferences window allows you to customize GEM-PHONE’s behavior for a specific extension. In particular, it lets you choose which screen appears when a call is received and configure the forwarding of missed calls to the employee’s cell phone.
This option lets you specify which screen opens automatically when a call is received on the extension. In the example shown, the Sales option is selected. When a call is answered, the Point of Sale screen opens automatically.
1.1. Missed Call? Cell Phone
This option allows a call to be forwarded to the employee’s cell phone when the call is not answered on the desk phone. When this option is enabled:
1. The call rings first on the employee’s desk phone;
2. If the call is not answered, it is then transferred to the cell phone number listed in the employee’s record;
3. If the cell phone number is not configured, the system cannot perform this transfer.
In the example, the message No cell phone number on the employee profile indicates that no cell phone number is associated with the employee. You must therefore add this number to the employee’s record before using this feature. After selecting the desired options, click on Save.
2. Call History
Calls made and received will be displayed in the Call History tab.
Click the green phone icon to return the call, or click the trash can icon to delete the call from your call history.
3. Configurations
Only users with administrator privileges can access the GEM-PHONE menu and make changes to the configurations (gear icon).
In the Configurations menu, you can customize the following information:
- Greeting;
- Hold;
- Numbers;
- Recording;
- Employees.
3.1. Greeting Tab
On the Greeting tab, you can customize the following settings:
default language;
welcome greeting (incoming calls).
3.1.1. Default Language (IVR Language)
Select the language that the phone system will use when interacting with callers. This setting controls all automated voice prompts, including the welcome message, call transfer announcements (such as “connecting you to…”), and voicemail instructions. Choose the language that best matches your clients’’ needs. The available options are English (United States) (en-US), English (Canada) (en-CA), French (Canada) (fr-CA), French (France) (fr-FR), and Spanish (Mexico) (es-MX).
Then, when the Ask callers to choose their language at the start of the call option is enabled, the IVR Language prompts callers to select their preferred language before proceeding. Instead of immediately using the Interactive Voice Response (IVR) system’s default language, the caller hears a language selection menu (for example: “For English, press 1. For French, press 2.”). You can choose two languages from the five available:
- en-US (English - United States)
- en-CA (English - Canada)
- fr-CA (French - Canada)
- fr-FR (French - France)
- es-MX (Spanish - Mexico)
In summary:
| Setting | Objective |
|---|---|
|
IVR Language |
The phone system will use this language when addressing callers (greeting, “connecting you to…,” voicemail). |
| Ask callers to choose their language at the start of the call | Enabled a language selection prompt for callers. |
|
Languages offered |
Specifies the languages offered (order = digit to press) |
| Announced company name ("Welcome to …") | Enter the name of the company to be announced at the beginning of the call. |
3.1.2. Welcome Greeting (Incoming Calls)
In the Welcome Message (incoming calls), you will see the language option(s) you selected in the previous menu. This is what the customer hears when they call. Priority: audio message (recorded or MP3), otherwise text read by the text-to-speech synthesizer, otherwise the automated message listing the departments. In our example, we have selected two options. You will see the following sections:
System Voice (AI)
Option 1 (IVR Language 1)
Option 2 (IVR Language 2)
- System Voice (AI)
The voice that reads all messages: welcome message, language menu, voicemail, and on-hold message. Change it and click Apply—everything is automatically updated. The Play button lets you listen to each voice before choosing one.
- Option 1 (IVR Language 1)
This section lets you configure the Welcome message that callers hear when they contact the company.
| Button/function | Description |
|---|---|
|
Current Audio File |
The player at the top of the page displays the audio message currently in use. Important: As long as an audio recording exists, the text entered below will not be used. Delete the existing recording using the trash can icon before enabling a text-based message. |
| Message Type | Choose how the greeting message is played. |
| Text (Standard Voice) | Converts the written message to speech using a standard voice. |
| Text (AI Voice) | Uses an AI-generated voice to read the message. |
|
Message Text |
Enter or edit the greeting that callers will hear, including menu options such as the number to dial to reach sales or customer support. |
|
Use This Text (AI Voice) |
Generates and activates the message using the text displayed and the selected AI voice option. |
| Automatic Text | Automatically generates a suggested greeting message. |
| Reset (automatic message) | Restores the automatically generated default message. |
Use this section to customize the caller experience while ensuring that the greeting message matches your phone menu and extension settings.
- My Audio File (MP3 / Microphone)
This section explains how to use your own pre-recorded audio file for the greeting message. Select My Audio (MP3 / Microphone). Choose this message type to use a custom recording instead of text-to-speech. Click Upload an MP3, select an MP3 file from your computer, and import it as your greeting message.
You can also use the Record feature to create a new greeting message directly using a microphone. Once a custom audio message is enabled, the text-based greeting message is no longer used. To revert to a text-generated message, first delete the existing audio recording, then select one of the text options.
3.2. Hold Tab
In this section of the settings, you will find the following buttons:
| Button | Function |
|---|---|
|
Upload MP3 |
You can select an audio file from your computer to create a message for your clients. |
| Record | You can record the message using your own voice. |
| Reset to default music | If you have already selected an audio file, want to replace it, or want to use the default audio file, you can delete it using this button. |
3.3. Numbers Tab
The Numbers tab is used to manage the phone numbers associated with the garage and define a backup number for outages or maintenance.
Function |
Description |
|---|---|
|
Phone Numbers |
Displays the numbers currently assigned to the garage. The Main label identifies the primary phone number. Up to 10 numbers can be associated with a garage, and additional numbers use the same greeting, messages, and call history as the main number. |
|
Add a Phone Number |
Use the available filters to select the country, number type, province/state, and optionally an area code. Click View Available Numbers to search for numbers that can be added. |
|
Backup Number (Outage / Maintenance) |
Enter a phone number that will receive incoming calls automatically if the system is unavailable or undergoing maintenance. This can be, for example, the garage’s mobile phone. If the transferred call is not answered, the caller can leave a message that will be available when the system returns to service. |
Click Save Text to save the backup number. Click Save to apply the configuration changes, or Close to exit the window.
3.4. Recording Tab
The Recording tab allows you to enable or disable call recording for client calls.
Record Calls : select this option to record both incoming and outgoing client calls.
For incoming calls, callers hear a notification at the beginning of the call informing them that the call is being recorded.
Recordings are retained for 10 days.
Only administrators can listen to recordings from the call history.
Clear the checkbox if call recording should be disabled.
Click Save to apply the setting, or Close to exit the configuration window.
3.5. Employees Tab
The Employees tab lets you control how each employee receives and handles calls.
| Button / Function | Description |
|---|---|
| Name | Displays the employee’s name. |
| Extension | Shows the employee’s internal extension number. |
| Receive Calls | Enable this option to allow the employee to receive incoming calls. |
|
Screen on answer |
Select the screen that should open when the employee receives a call, such as Sales (POS). |
| Missed ? Cell | Used to indicate or configure mobile-call handling when applicable. |
| Config. Access | Grants the employee access to configuration settings. |
| Recordings Access | Allows the employee to access call recordings. |
|
SIP Devices |
Shows the devices associated with the employee, such as a desk phone or mobile/SIP device. |
|
Phone button |
Use the green phone button at the far right to access or configure calling-related options for that employee. |
Each row represents one employee, making it possible to configure permissions and call behavior individually. Click Save to apply the changes, or Close to exit the configuration window.
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