Call IQ
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Call IQ is the one feature here with no AI agent in it. Your salespeople keep making calls exactly as they do now — and the order they agreed on the phone gets typed up for them.
What Call IQ is
A rep takes an order over the phone. Twenty minutes later they are meant to type it into the system, and often do not — or type it wrong, or get to it on Friday. Call IQ removes that step: the call is recorded and transcribed, the order is built from what was actually said, and filed in your ERP without anyone re-typing it.
This is worth being clear about because it changes who will accept it internally. The customer talks to your rep, exactly as before. Call IQ listens afterwards. There is no script to follow and no behaviour change asked of the sales team.
Who this is for
- Distributors and wholesalers taking repeat orders by phone.
- Field sales teams who call in orders between visits.
- Anyone whose ERP is a day behind because data entry is somebody’s afternoon job.
The analysis line
Call IQ works through an analysis line: a phone number that records the call and forwards it on to wherever it should go. Calls through that number get analysed; calls that do not go through it are invisible to Call IQ.
Each line has a name, its own number, and a forward to destination — typically the rep’s desk phone or mobile. You can run several lines, one per rep or per team, which is also how you tell whose call was whose.
In most jurisdictions recording a call requires notice to the participants, and in some it requires consent from both sides. This applies to your own staff as well as to customers. Sort out the notice wording before you switch a line on — Consent & calling rules.
Setting it up
Call IQ opens a guided setup the first time. Three things have to line up before anything works, and the guide walks them in order.
Connect the destination
Approved orders are written into Dynamics 365 Business Central or Microsoft Dynamics 365. Connect one from the setup step or from Integrations. If both are connected, Business Central wins — an order belongs in the ledger you invoice from.
Either way the order is a draft. In Business Central it arrives as a sales order with status Open; nothing is released, shipped, invoiced or posted. Your team does that in the ERP, exactly as they do now.
Add an analysis line
Create a line: give it a name, choose or buy its number, and set the number calls should be forwarded to. From then on, any call through that number is recorded and analysed.
Only active lines route calls. A disabled line is history, not a working line.
Make a test call
Ring the analysis line and place a realistic order out loud — product names, quantities, prices, the customer’s name. Hang up.
Within a couple of minutes a draft appears in the Review tab. Check what it extracted. This one test tells you more about whether Call IQ will work for your product names than any amount of configuration.
Reviewing draft orders
The History tab lists every call and what it produced. Each one shows the customer, the line items — description, quantity, unit price — and the total.
| Action | What happens |
|---|---|
| Filed | A draft sales order is created in your ERP automatically. Nothing is posted. |
| Retry | Re-sends an order whose push failed, unchanged. Only offered on a failure. |
| Reprocess | Runs the analysis again from the original recording. For calls that failed or timed out. |
The page also tracks what needs attention: calls analysed, orders filed, and anything that failed — either an analysis that did not complete or an order that could not be written to the destination.
If an analysis failed, reprocessing is not a hopeful retry of the same broken thing — it fetches a fresh copy of the recording and runs the pipeline again from the start. Most transient failures clear on the second attempt.
Read the drafts anyway
Orders reach your ERP unreviewed, so the check that used to happen in Vociply now has to happen in the order list. An extraction that misheard “fifteen” as “fifty” will be sitting there as a draft, looking exactly like a correct one.
Because it is a draft, catching it costs a deletion rather than a credit note — but somebody does have to look. Whoever releases orders is the last line of defence, which is worth saying out loud to them.
Getting better extractions
Extraction quality depends far more on how the call was conducted than on any setting. A few habits, shared with the team, make a large difference:
- Say the full product name. “Two cartons of the 500ml” is ambiguous; “two cartons of Aqua Fresh 500ml” is not.
- Repeat the order back at the end. Good practice anyway, and it gives the extraction a clean, complete summary to work from.
- State quantities as numbers. “Twelve” beats “a dozen”, and “a dozen” beats “the usual”.
- Name the customer clearly. Ideally the account name exactly as it appears in your ERP — an exact name match is what lets the order carry priced item lines.
A one-page note to the sales team covering those four points will improve your results more than anything you can configure.
Call IQ questions
Can I use Call IQ with Business Central instead of Dynamics 365?
Yes, and it is the default when both are connected. The order is filed as a draft sales order (status Open) in the company the connection points at. Nothing is posted, shipped or invoiced.
Two things are worth knowing. If the caller matches a Business Central customer — by phone number, or by an exact name match — the order gets real item lines, priced and linked to stock. If no customer matches, Business Central will not accept item lines at all, so the order is filed without a customer and every line is written as plain text for someone to complete. Review tells you which happened.
Second, a spoken line only becomes an item line if it clearly matches one item in your list. Anything ambiguous is written as text rather than guessed at, because a confidently wrong item line is harder to catch than an obviously unfinished one.
Is there an approval step before an order reaches my ERP?
No. As soon as a call is transcribed and an order is extracted from it, that order is filed. Nobody in Vociply reviews it first, and there is no way to hold it back.
What limits the consequences is that the order is a draft — status Openin Business Central, the same state as one keyed in by hand and not yet released. Releasing, shipping, invoicing and posting all stay manual. So an order filed from a misheard call is paperwork somebody deletes, not stock leaving a warehouse.
Two things follow. Anyone who dials your analysis line and talks about products will put a draft in your ERP, so treat that number as you would any published order line. And your order list becomes something a person has to work through, because Vociply is no longer filtering it for you.
What if the call was not an order at all?
A call that produces no line items — someone ringing to ask a question — is recorded, transcribed and summarised, but no order is filed. Only calls that actually contain items reach your ERP.
Do calls through the analysis line cost minutes?
Yes — the call passes through Vociply to be recorded, so it consumes minutes like any other call. Factor that in when you decide which reps to put on a line.
What if the rep calls the customer from their mobile directly?
Then Call IQ never sees it. The call has to go through the analysis line. In practice teams either dial out through the line or have customers call the line, which forwards to the rep.
How accurate is the extraction?
Good on clear calls with distinct product names, weaker on noisy lines, heavy crosstalk or shorthand. That is exactly why every draft is reviewed by a person before it becomes an order.
Can it extract things other than orders — like next steps or complaints?
Call IQ’s pipeline is built for sales orders specifically. For general call analysis, every Vociply call already has a transcript and sentiment in Call History.