Call IQ: reps to sales orders
On this page
The one setup here with no AI agent in it. Your reps keep phoning customers exactly as they do now — and the order they agreed gets typed up and filed for them.
- Microsoft Dynamics 365, and access to connect it.
- Sales reps who take orders by phone.
- A decision about call recording notice — legal and staff-facing.
- Someone who will actually review the drafts each day.
Calls through the analysis line are recorded and transcribed. Each one produces a draft sales order — customer, line items, quantities, prices — waiting in Call IQ. A person the order is filed in your ERP as a draft, and the call and its outcome appear in History.
The problem this solves
A rep spends ten minutes on the phone agreeing an order, then is meant to spend five more typing it in. What actually happens:
- It gets typed at the end of the day, from memory and a scribbled note.
- It gets typed on Friday, for the whole week.
- Quantities are wrong because the note said “12” and the call said “20 if you have it”.
- Your ERP is permanently a day behind, so stock and forecasts are fiction.
Call IQ does not ask the rep to change anything. It listens to the call that already happened and produces the paperwork.
The shape of it
1. Connect Dynamics 365
Call IQ opens a guided setup the first time. The first step is the destination — the orders have to have somewhere to go.
Connect Dynamics 365 from that step, or from IntegrationsDynamics 365. You will need your organisation’s resource URL and an account with permission to create sales orders.
If you run Dynamics 365 Business Central, connect that instead and orders are filed there as draft sales orders. When both are connected Business Central wins. Either way the order arrives unposted — status Open in Business Central — and nothing is released, shipped or invoiced on your behalf.
2. Set up the analysis line
An analysis line is a phone number that records the call and forwards it on. Calls through it are analysed; calls that avoid it are invisible to Call IQ.
| Setting | What to put |
|---|---|
| Name | Whose line it is — “James — Nairobi West”. This is how you tell whose call was whose. |
| Number | A Vociply number for this line. Local to the customers who will see it. |
| Forward to | The rep’s desk phone or mobile. Where the call actually lands. |
Run one line per rep or per team. Only active lines route calls — a disabled line is history, not a working line.
3. Decide how calls reach the line
Two patterns, and the choice matters more than anything else in this setup.
| Pattern | How it works | Trade-off |
|---|---|---|
| Customers call the line | Publish the analysis number as the rep’s number. It forwards to them. | Reliable — inbound orders are always captured. Misses calls the rep makes outbound. |
| Reps dial out through the line | The rep places outbound calls through the analysis line. | Captures the outbound calls where most orders are actually agreed. Requires the rep to remember. |
If capture relies on the rep choosing the right dialling method every time, expect gaps — not out of defiance, but because they are driving, busy or in a hurry. Wherever you can, make the analysis line the only number the customer has. The most reliable setups do not give the rep a choice to get wrong.
4. Brief the sales team
Two conversations, and both are worth doing properly. Handled badly, this reads as surveillance; handled well, it reads as “we stopped making you do admin”.
The legal one
Calls are recorded. In most jurisdictions that requires notice to participants, and sometimes consent from both sides. This covers your own staff as well as your customers. Agree the wording and where it is said before you switch a line on — Consent & calling rules.
The practical one
Give them one page. This is the whole training, and it does more for accuracy than anything you can configure:
Four things to do on every call. They take five seconds each. 1. Say the full product name. "Two cartons of Aqua Fresh 500ml" - not "two of the usual". 2. Say quantities as numbers. "Twelve" - not "a dozen", not "the same as last time". 3. Name the customer clearly, using the account name. "This is for Kilimani Supermarket, account KIL-004." 4. Read the order back at the end. "So that's twelve cartons of Aqua Fresh 500ml and six of the 1 litre, delivering Thursday - correct?" You already do number 4 with your best customers. Do it with everyone and the paperwork writes itself.
Reps hear “recorded” and assume monitoring. The honest pitch is better: you are not checking up on them, you are deleting the twenty minutes of data entry at the end of their day. Say it in those words.
5. Set up the review habit
Drafts sit in Review until someone acts. Give that job to a specific person at a specific time, or the queue grows and the whole thing quietly stops being used.
Open the Review tab
Each draft shows the customer, the line items, and the total.
Check against the transcript if anything looks odd
A quantity that seems wrong usually is. The transcript is right there and settles it in seconds.
Edit what needs editing
Descriptions, quantities and prices are all editable, and you can add or remove lines entirely.
Approve
A draft sales order is created in your ERP — unposted, for your team to work as usual.
Watch the failure counters
The page tracks analyses that failed and orders that could not be written. For a failed analysis, use Reprocess — it fetches a fresh copy of the recording and runs the pipeline again, so most transient failures clear on the second attempt.
There is no approval step. An extraction that heard “fifty” instead of “fifteen” lands in your ERP looking like any other draft, and the person who catches it is whoever releases orders — not Vociply.
Two consequences worth planning for. Brief whoever works the order list that drafts now arrive unchecked. And treat the analysis line as a published order line: anyone who dials it and talks about products will create a draft.
Rolling it out without a mutiny
Start with one willing rep
Pick someone who complains about admin. Give them a line for two weeks. They become your internal advocate, which is worth more than any mandate from above.
Measure the boring thing
How long between the call and the order existing in Dynamics? Before: hours or days. After: minutes. That single number is the business case.
Share the extraction quality honestly
Show the team drafts that came out perfectly and drafts that did not. It builds trust, and it makes the one-page brief land — they can see exactly which habits produced the clean ones.
Expand a rep at a time
Each new rep gets a line and the same one-page brief. Do not roll out to twelve people at once and then spend a month firefighting.
Questions
Do calls through the analysis line use my minutes?
Yes. The call passes through Vociply to be recorded, so it consumes minutes like any other call. Factor that into which reps get a line.
What if a rep calls a customer directly from their mobile?
Call IQ never sees it, and no draft is produced. This is the main reason to route customers to the analysis line rather than relying on reps dialling through it.
How accurate is the extraction?
Good on clear calls with distinct product names; weaker on noisy lines, crosstalk and shorthand like “the usual”. Since nothing is reviewed before it is filed, the one-page brief is the highest-leverage thing on this page — it changes what the model is given.
Can it handle calls in a language other than English?
Transcription supports the languages listed for the platform. Test with real calls from your own market before committing — accents and product names in mixed-language calls are exactly the hard case.
Can I use this alongside AI agents?
Yes, and many do. AI agents handle inbound overflow and after-hours; Call IQ captures what the human team does during the day. They are independent features on the same account.