Voice and Video

Unlike most live chat and call applications designed for either customer engagement or internal collaboration, CINNOX combines the best of two worlds into a unified communications platform. It also leverages various digital and telecom channels to allow users to engage with customers and colleagues anytime, anywhere, on any device

Yes, they can. You will need to install and configure the CINNOX Widget to enable that.

For more information, please refer to our User Guide.

You can use the Web link and QR Code calls to let your customers or visitors call your support staff without memorising phone numbers or going to your website to access the Widget. Copy the Web link or QR code from your channel or staff account and share it with your customers.

For more information, please refer to our User Guide.

Yes, you can use its features like voice, video and conference calls to communicate with colleagues through the CINNOX Dashboard or App.

Yes, you can, as long as it is compatible with the computer or mobile device you are using.

You can call any contact directly from your Dashboard. Go to your Workspace, then click Contacts and scroll through the list, or type a name in the search bar to find a contact. Select the contact you wish to call and click the Call or Off-net Call button on the contact tab.

For more information, please refer to our User Guide.

Yes, you can dial a phone number directly from your Workspace. Click the Dial pad icon on your Utility panel (just under the search bar), then type in the phone number you wish to call.

For more information, please refer to our User Guide.

You can switch from a voice call to a video call by clicking on the video icon on your call screen. The other party on your call will then get a request to turn on their video, which they can accept or reject. To switch back to voice call, click the video icon on your call screen again.

Answering a call is manual. If another call comes in, the staff will receive a visual notification, but it will not ring. The staff can answer a maximum of two calls simultaneously, and one will be on hold status. If not answered, the call will be directed to the voicemail (if configured).

The instant conference lets you create a conference call instantly and invite the participants during the ongoing call. In distinction, the scheduled conference lets you create a conference call with a future start and end date that allows you to share the conference link with the participants before the meeting. You can start the call anytime before the scheduled end time.

To set up an instant conference call, go to the Workspace > Chats tab, click the (+) button located in the lower right corner of the Utility panel, and then click on Instant Conference. You can initiate the instant conference call in an existing Space by clicking on the Call icon in the chatroom.

For more information, please refer to our User Guide.

You can schedule a conference call with your Dashboard, Workspace and Chat Rooms and invite participants. Please refer to our step-by-step User Guide.

Yes, you can invite non-CINNOX users to a conference call. You may copy and share the conference link via SMS or dial their phone number directly from the conference room.

For more information, please refer to our User Guide.

Yes, you can. The conference host can invite users to a conference call by dialling their phone numbers.

The maximum number of participants to join your conference depends on your service plan. Please contact your account manager if you need to increase your participant numbers.

No, there is no time limit for conference calls.

All participants, including the host and co-hosts, can talk to each other, mute or unmute themselves, share their screens, send messages and emojis, and transfer files in the conference call room.

Yes, you can decline the scheduled conference invitation. You can revoke the declined invitation to receive the notification when the call has started.

For more information, please refer to our User Guide.

Yes, you can. Copy the conference link and share it through email, messaging apps or other channels to invite others to join the call.

Yes, you can. The host and the participant can invite others to join the conference after the scheduled conference starts by:

• Dialling out their phone number
• Sharing the link via SMS
• Sharing the link via a third-party messaging app
• Inviting fellow staff members directly into the conference room for the call.

For more information, please refer to our User Guide.

Yes! As the host, you can invite participants via Outlook, Google, or other calendars with an ICS file.

For more information, please refer to your User Guide.

Yes! You can schedule a call to any chat room, including one with a visitor, a 1-1 chat room with a colleague, or a private/public group space with your team. Anyone in the chat room can add themselves to the scheduled call.

For more information, please refer to our Scheduling Conference Call section in our User Guide.

Yes, agents can mute or unmute notifications in space, enquiry, and 1-to-1 chat rooms.

For more information, please refer to our Chat Room section in our User Guide.

No, if you change a scheduled call on CINNOX, you must update the meeting details in your calendar and resend the invitation to participants to update their calendars.

For more information, please refer to your User Guide.

Yes, the video conferencing feature is also available.

Yes, you can use the Share Screen feature to share your desktop, including any applications currently running on it.

There are two types of call recordings available in CINNOX for your voice and video calls:

• automatic recording
• manual recording

Note that only voice calls are recorded in the conference call.
For more information, please refer to our User Guide.

Yes, you can. CINNOX has the following call types you can choose to record automatically, manually or without recording the enquiry: outbound, internal, and conference calls.

For more information, please refer to our User Guide.

You can configure call recording settings on the CINNOX Dashboard. From the navigation menu, go to Administration > Tools & Settings > Recording & Transcript.

Only Staff Administrators have full Permission to configure call recording settings.

No, you can't. Once the call recording has started, it will record the conversation until the end.

You can access call recordings in the call log created inside the chatroom. You may also access call recordings in the Call Detail Report, Conference Report and your Service Storage.

Depending on the call recording settings configured by your Admin and your storage limit, CINNOX can store recording files for up to one year or more.

For more information, please refer to our User Guide.

Yes, you can download call recording files from the Call Detail Report. Go to Reports > Call Report > Detail Report. You can also download conference call recordings from the Conference Report. Go to Reports > Conference Report.

Yes, CINNOX supports DTMF.

Call Transfer is a call feature that allows you to transfer an ongoing call to another staff agent, Tag, Virtual number or PSTN phone number available in your account.

You can either use warm or blind call transfer depending on your customer and staff agent's best preferences.

A warm call transfer is when you speak with another staff agent to provide the customer's enquiry or call background before confirming the transfer of the customer's call.

A blind call transfer transfers the call to another staff agent without a conversation. Your call will end as soon as you do the blind transfer.

To initiate a warm transfer or blind transfer: From the call screen, click or tap Transfer and select Warm Transfer or Blind Transfer and choose the transfer's preferred destination.

For more information, please refer to our User Guide.

Yes, a staff call can be transferred to another staff using a warm or blind transfer. You can transfer a staff-staff or engagement mode call once, while there is no call transfer limit for the customer call enquiry.

Call Forwarding is when incoming calls are redirected to another destination endpoint, e.g., your mobile phone or fixed-line phone.

Call transfers intentionally transfer an incoming call to a third party after the call is answered.

Yes, you can upload an audio MP3 file or use the Text-To-Speech (TTS) feature for a custom call recording greeting.

Yes, you can upload an audio MP3 file or use the Text-To-Speech (TTS) feature for a custom voicemail greeting.

The voicemail time limit is three minutes. However, this time limit is customisable on request, not in the CINNOX dashboard.

You can find the audio transcripts in the Call Report and Call Log.

Go to Reports > Call Reports > Report Details. Under the attachment column, a call with a recording or voicemail will display an icon. Click on it; the transcript file will display if available.

Also, you can Go to the chat room with a call log. View the call log; the transcript file is attached to it when the call recording and audio transcription are enabled.

For more information, please refer to our User Guide.

No, audio transcription works when the call recording is enabled first.

For more information, please refer to our User Guide.

All successful transcriptions returned by Speech to Text by Google will be charged. The usage fee (USD 0.1/min) is calculated based on the success rate. The seconds will be rounded to the nearest minute.

Yes, transcribing the recording or audio file must be 5 seconds or larger.

Go to Administration > Storage, then click the Transcript File tab. Search for the transcript based on the name and date. Select the file and click delete.

For more information, please refer to our User Guide.

Yes, you can add another staff agent to your ongoing enquiry call and switch the enquiry call to a conference enquiry call.

For more information, please refer to our User Guide.

Yes, you can add other participants to your ongoing 1-to-1 call and switch the direct call to a conference enquiry call.

For more information, please refer to our User Guide.

The transcription accuracy is higher when you choose the language for your call recording and voice message transcription.

The CINNOX Advanced Call System boosts your enquiry handling with advanced routing rules and audio prompts for your callers to listen to while waiting to connect with the most suitable agent.

For more information, please refer to our User Guide.

When you enable the CINNOX Advanced Call System, you can upload and manage your prompts such as greeting, waiting, voicemail and end call as part of the call process of your Virtual Numbers.

SIP In to IDD Termination is a feature that allows customers with M800 / CINNOX virtual numbers or verified service numbers to make calls from their platform and seamlessly send them directly to CINNOX. It utilises SIP (Session Initiation Protocol) information to terminate the call efficiently.

Please contact our Sales Team at [email protected] if you need this solution.

Yes, it does. Smart Calling is CINNOX's auto-dialler feature that lets you dial multiple phone numbers sequentially. It is useful for making call trees or launching call campaigns.

Not necessarily. You can pause, resume, and terminate a call task anytime.

Smart Calling is a feature offered by CINNOX that allows you to run call campaigns and reach out to your target customers through an auto-dialler. It automatically dials phone numbers after each call, simplifying the process for you.

For more information, please refer to our OpenAI Documentation

There are two ways to use Smart Calling for your call campaigns:

Supervised Dialler: This method sequentially dials numbers and presents the contact information to agents. Agents control when the auto-dialling starts, allowing them to initiate conversations when ready.
Agentless Dialler: This approach allows multiple numbers to be dialled simultaneously for increased efficiency. Calls are transferred to agents after the audio prompt is completed, enabling seamless transitions for new inquiries.

For more information, please refer to our OpenAI Documentation

To create a supervised campaign using the Supervised Dialler feature:

• Go to Campaigns > Smart Calling > Supervised Dialler in the navigation menu.
• Click the "Create Campaign" button in the top-right corner.
• Enter a Campaign Name and select the Caller ID from the dropdown box.
• Download the provided sample CSV or XLSX file template.

For more information, please refer to our OpenAI Documentation

To create an agentless campaign using the Agentless Dialler feature:

• Go to Campaigns > Smart Calling > Agentless Dialler in the navigation menu.
• Click the "Create Campaign" button in the top-right corner.
• Enter a Campaign Name, select the Caller ID number, and choose the Max Concurrent Call (from 1 to 15).
• Download the provided sample CSV or XLSX file template.

For more information, please refer to our OpenAI Documentation

Yes, you can. The Smart Calling page has a View Call Report option that redirects you to the Call Detail Report. It also lets you download a file of all successful, failed, or cancelled call records.

You may not have a virtual number associated with your service account, or its Engagement setting is disabled. Please check with your administrator or contact our Support Team.