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 drafted from what was actually said, and a person approves 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 Microsoft Dynamics 365. Connect it from the setup step or from Integrations.
Dynamics is currently the only destination that can receive a sales order. The Business Central connector is deliberately not offered here — it is a read-only connector for member and account lookups, with no order-writing capability, so listing it would promise you somewhere your orders cannot land.
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 Review tab lists drafts awaiting a decision. Each one shows the customer, the line items — description, quantity, unit price — and the total.
| Action | What happens |
|---|---|
| Edit a line item | Fix a description, quantity or price before approving. Add or remove lines entirely. |
| Approve | A sales order is created in Dynamics 365. This is the only path to your ERP. |
| Reject | The draft is dismissed. The recording and transcript are kept. |
| Reprocess | Runs the analysis again from the original recording. For calls that failed or timed out. |
The page also tracks what needs attention: drafts pending review, orders created, and anything that failed — either an analysis that did not complete or an approved order that could not be written to Dynamics.
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.
Approve, do not auto-approve
There is deliberately no way to push straight through without a human. Sales orders move stock and generate invoices, and an extraction that misheard “fifteen” as “fifty” should be caught by a person taking two seconds to glance at it — not by your warehouse.
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 as it appears in Dynamics.
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?
No. The Business Central connector is read-only — member, account and loan lookups against an on-premise service tier. It has no order-writing capability, so approved orders would have nowhere to go. Dynamics 365 is the destination.
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.