Lisa Admin Guide

This guide is for Admins: the people at a customer who look after their company's phones in Lisa.

What Lisa is. Lisa (“Life Is Simple Again”) is the web portal for your HashKey phone system, which Vostel provides. The phone system does the calling. Lisa is where you see calls, change how calls are routed, manage your team's extensions and voicemail, keep contacts, and get reports.

Sign in to Lisa at https://lisa.vostel.co.uk. Use a current version of Chrome, Edge, Safari or Firefox. Click-to-call needs Chrome or Edge.

Everyone at your company has one of two roles in Lisa.

Admins give extra access to individual people through Page access, covered in section 12.

What Users don't get. A User doesn't see these, so don't send them looking:

• the Integrations and Users pages
• edit buttons anywhere in Manage (numbers, routing, time conditions, IVRs, ring groups, extensions, voicemail)
• adding a greeting. They can still play greetings.
• VIP routing on contact groups. They can still create, rename and delete groups, and manage contacts.
• rebooting phones on Apps → Registrations. They can still see the list.
• the Activity, Team boards and Wallboard tabs under Apps
• Transfer and Hang up on Live calls. They can watch.

Some things only Vostel can do. If you need one of these, contact Vostel:

• add or delete extensions and phone numbers
• enable or disable an extension or a number
• edit your company details (name, address, contacts, bank-holiday region)
• turn AI features on or off, or change your monthly transcription limit
• set up trunks (gateways) and outbound routes
• load call history from before you joined Lisa

1. Go to Lisa and enter your Email and Password, then click Sign in.
2. Two-factor authentication (2FA) is required for every Admin. The first time you sign in, you see Set up two-factor auth:
   1. Scan the QR code with an authenticator app, such as Google Authenticator, 1Password or Authy. If you can't scan it, type in the key shown underneath instead.
   2. Enter the 6-digit code the app shows, then click Turn on 2FA.
   3. Lisa shows your recovery codes. Click Copy codes and keep them somewhere safe. Each code gets you in once if you lose your phone.
   4. Click I've saved them — continue.
3. After that, each sign-in asks for the current code from your app. If you don't have your phone, choose Use a recovery code.

1. Click Forgot your password? on the sign-in page.
2. Enter your email and click Send reset link.
3. Open the email and click the link within 1 hour, then choose a new password.

Password rules (these apply to every password in Lisa):

• at least 12 characters
• at least 3 of these 4: lowercase letters, uppercase letters, digits, symbols

Sessions. Lisa keeps you signed in while you are active. Click the log-out icon beside your name at the bottom of the sidebar to sign out.

Wall displays. If an Admin has ticked Show in the sidebar under Manage for the wallboard or a team board, a link to it appears under Manage. See section 5.14.

My settings. Click your name at the bottom of the sidebar. See section 13.

• Call box. The quickest way to call anyone, from any page:
  • Type a name or company. Matching contacts appear underneath; click one, or press Enter to call the first. Use the arrow keys to choose another.
  • Type or paste a number and press Enter, or click Call.
  • Your own phone rings first; answer it and Lisa dials.
  • The call box only shows if your user has an extension.
• Callback bell. Shows open callback requests and how long each caller has waited. Click one to go to Manage → Callbacks.
• Calls live. How many calls are in progress right now, on every page. It turns green when there's at least one. Click it to open Live calls. See section 6.

• Ask Lisa (bottom-right), if your company has it. See section 14.
• Incoming-call popups, if you've turned them on in My settings.

The same pattern is used everywhere in Lisa:

• Creating something (a new ring group, IVR, voicemail box and so on): fill in the form and click the Create … button.
• Editing something: changes save as you go. There is no Save button:
  • text boxes save when you click or tab out of them
  • drop-downs save as soon as you pick
  • the footer shows Saving… and then ✓ Saved
  • click Done when you've finished
• If a save fails, the error shows in red and the field tries again the next time you change it.
• Changes reach the phone system straight away, within a few seconds.

The Dashboard shows today for your company.

Five cards. Click any of them to open the matching call records:

What counts as answered and missed. Both figures count inbound calls only.

• Answered means a person on an extension (1000–1999) picked up.
• A call that ended in the IVR, went to voicemail or was abandoned counts as missed.

An hour-by-hour bar chart of answered, missed and outbound calls, with the busiest hour marked.

• Waiting on a call back. Callers who asked for a call back, plus a separate link for requests the AI picked up from calls.
• Follow-ups outstanding. Things promised on calls that aren't done yet (needs AI).
• Diverted. Numbers, ring groups and extensions currently forwarded somewhere.
• Do not disturb. Extensions with DND on.

If none of these has anything in it, you see All clear.

Click Manage in the sidebar. The header shows your company, domain and phone system.

The tabs are Numbers · Time conditions · IVR · Ring groups · Extensions · Voicemail · Call records · Callbacks · Tasks · Users · Greetings · Apps.

A call arrives on one of your numbers and follows a chain until someone answers or it ends:

Number → Time condition (open or closed?) → IVR ("press 1 for…") → Ring group → Extension(s) → Voicemail

Every step is optional, and you can point any step at any other.

Vostel's standard numbering:

Picking a destination. Every “route to” drop-down in Lisa lists your Extensions, Ring groups, IVR menus, Time conditions, Voicemail and Call back codes.

Deleting something that's in use. Lisa won't delete an item that something else still routes to. It tells you what is using it, so you can repoint that first.

Your phone numbers (DIDs).

• Routing shows where each number goes first, e.g. “→ 2000 · map”. Click it to open the routing map (see section 5.3).
• Forward sends a number to an external number, such as a mobile or another office:
  1. Click Forward and enter the External number.
  2. Leave Prompt to accept ticked for mobiles. The person answering must press 1 to take the call, which stops the mobile's voicemail answering it. It's ticked automatically for mobile numbers.
  3. Click Forward. The number now shows an amber pill.
  4. To stop forwarding, click the X on the pill. The number goes back to its previous routing.
• Edit (pencil) changes the Caller ID name and Description.

To add, remove, enable or disable a number, contact Vostel.

The routing map is a left-to-right chart of everything a number's calls can go through.

• Green boxes and lines marked LIVE are where calls go right now. They follow whichever time rule is currently active and refresh every minute.
• An extension on do-not-disturb shows a DND chip.

To change routing (Admins only):

1. Click any box with a ✎, or any blue line.
2. In the side panel, pick a new destination and click Save. Before you save, the panel shows the old and new destination.
3. You can change:
   • where a number routes
   • the destinations of a time condition's rules
   • IVR options
   • a ring group's no-answer destination and its members
4. A number, or a ring group's no-answer, can also be set to Hangup — answer and end the call.
5. Custom code… accepts any dial code, e.g. *777. Lisa can't check that a custom code exists, so a typo will send calls nowhere. Use it with care.

Users (non-Admins) can view the map. Clicking a box takes them to that item's tab.

Time conditions send calls to different places depending on the day and time, such as open and closed.

Bank holidays (the panel at the top):

• Turning it on. Click Turn on and choose two destinations:
  • On a bank holiday, route to (e.g. a “we're closed” greeting or voicemail)
  • Otherwise, continue to (your normal destination)

  This creates the **6999** gate. Point a number at 6999 in the routing map to use it.
* **Dates.** Holiday dates update automatically for your region (England & Wales, Scotland, Northern Ireland or Republic of Ireland). Your region is set by Vostel.
* **Upcoming closures** lists the next holidays:
  * **Skip** stops a public holiday counting as a closure (for example, if you open that day). Click the date again to restore it.
  * **+ Add closure** adds your own closure, such as a Christmas shutdown or a training afternoon. Give it a date and an optional end date. Leave the times blank to close for whole days, or add them to close for part of a day.

Time conditions list. Each one shows:

• its rules
• a live Now → … badge saying where calls go at this moment

Click + New (or the pencil to edit) and fill in:

• Name and Extension. Use the 6xxx range, e.g. 6010. The extension can't be changed later.
• Rules, which are checked from top to bottom; the first rule that matches wins. Each rule is one of:
  • Weekly: pick the days and a From and To time
  • Date range: a start date and time and an end date and time, for one-off closures
• Then go to →: where each rule sends the call.
• Otherwise (no rule matched) →: where calls go the rest of the time.

Use the arrows on a rule to change its priority. A date range that has ended is marked Past and can be deleted.

When a schedule saves. The schedule saves only once every rule has a destination and “Otherwise” is set.

Custom schedules. A few time conditions built directly on the phone system use schedules Lisa can't edit. For those, change the destinations from the routing map.

Auto-attendant menus (“Press 1 for sales…”).

Click + New and fill in:

• Name and Extension. Use the 5xxx range, e.g. 5010.
• Greeting: the recording played to callers. Upload it first on the Greetings tab.
• Timeout (ms): how long to wait for a key press.
• On timeout / no valid option: transfer somewhere, or hang up.

Then add the menu options:

1. Type the Digit.
2. Optionally, add What it's for.
3. Pick the destination last. Picking the destination adds the option.

A ring group rings several extensions for one call.

• Ring strategy:
  • simultaneous: everyone at once
  • sequence: one after another
  • enterprise: everyone at once, each ringing independently
  • rollover: the next free person
  • random: in random order
• Ring timeout (s): how long to ring before giving up.
• No answer →: where the call goes next, e.g. voicemail. It can also be Hangup.
• Greeting, Hold music and Ringback use recordings from the Greetings tab. Ringback defaults to the normal UK ring tone.
• Call prefix: text added in front of the caller's name on your phones (e.g. “Sales”), so staff know which group the call came through.

Members. Create the group first, then reopen it to add members. For each member you can set:

• Delay: seconds before that member starts ringing
• Timeout: how long that member rings

You can also add an external number as a member. It rings alongside your extensions and goes out over your normal phone line.

Other actions:

• Copy makes a new group with the same settings and members, including each member's delay and timeout.
• Forward sends the group to an external number:
  • Every call, or
  • On no answer, which rings the group first

The “You” column. Anyone with an extension, Users included, can Join or Leave a group here. Leaving remembers your delay and timeout, so rejoining puts you back exactly as you were.

One row per phone or person:

• Reg: how many devices are signed in on that extension right now.
  • red = none
  • green = within your allowance
  • amber = more than you're allowed

  Click the badge to see the devices.
* **Outbound ID**: the number your customers see when this extension calls out. Change it inline.
* **Forwarding**: send this extension's calls to another destination, or to an **External number…**.
* **DND**: turn do-not-disturb on or off. Users see the setting but can't change it here; they use Ask Lisa or their phone.

Click the pencil to edit an extension:

• SIP password: hover to reveal it, or copy it for setting up a phone. Type to change it.
• Team board photo: upload a photo for team boards. It is cropped to a square.
• Internal caller name: the name shown on other extensions.
• Outbound caller ID: required.
• Call forward: internal (another extension, group and so on) or external (a phone number).
• Ring timeout (s) and Description.

To add or remove an extension, or enable or disable one, contact Vostel.

Registrations. To see every signed-in device, or to reboot phones, go to Apps → Registrations (see section 5.13).

Mailboxes are numbered 1000–1999, normally matching the extension.

To create a box, click + New and fill in:

• Mailbox
• PIN: 4–10 digits. Leave it blank for a random 4-digit PIN.
• Name
• Notification email
• Email the recording: Attach audio or Link only.
• Keep a local copy: whether the message stays in the mailbox after it has been emailed.

When you edit a box, the Greeting section lets you:

• upload greetings (.mp3 or .wav, up to 8 MB)
• choose which greeting is active
• go back to the default system greeting

Messages (the inbox icon) lists the saved messages. Each shows the caller, the date and any transcription. You can play, download or delete each one.

To send calls to a mailbox, choose it under Voicemail in any destination drop-down.

Recordings used by IVRs, ring groups and callback codes.

• Upload file: .mp3 or .wav, up to 8 MB. Give it a name.
• Generate with AI (if your company has AI):
  1. Type the Script.
  2. Pick a Voice.
  3. Click Preview to hear it. Change the script or voice and click Regenerate until it sounds right.
  4. Click Save greeting. The recording you last previewed is saved, exactly as you heard it.

A greeting that an IVR still uses can't be deleted. Change the IVR first.

Every call your company makes or receives.

Finding calls:

• Filters: date range, caller, number or line dialled (Caller destination), Direction (Inbound / Outbound / Local) and Status (Answered / Missed).
• With AI you also get:
  • Words said on the call…: searches what was said on transcribed calls
  • Mood (Positive / Neutral / Negative, or calls the AI flagged)
  • Outcome (Booked, Quoted, Complaint, Lost and so on)
• Columns chooses which columns you see. Lisa remembers your choice.
• Filter chips. Some links into Call records add a filter shown as a chip at the start of the filter row. Click the chip's ✕ to remove it.
  • Line …: one of your numbers, from Analytics → How each line performed
  • Extension …: one extension
  • Wednesdays · 10:00–11:00 (for example): one weekday and hour across the date range, from a square on the Analytics heatmap

Row actions:

• Number: click to call it back. Your phone rings first.
• ⋮ More actions (external callers):
  • Add as contact
  • Block number
• i (Call flow), on inbound calls: shows the path the call took through your numbers, time conditions, IVRs and groups.
• Recording: play (with speed control) or download.
• ✨ AI transcript: a summary, outcome, next steps, the full transcript with speakers, and mood. If a call hasn't been transcribed, click Transcribe this call.
• Bin: removes the call and its recording from Lisa permanently.

Other tools:

• Export: downloads the filtered list as CSV. It uses every filter on screen, chips included.
• Tick calls → Download N recordings: downloads several recordings at once as a zip.

Who can see what. You can hide call records, or recordings only, from particular users with Page access (see section 12).

The callback queue: callers who dialled a callback code (*80–*89) to ask to be rung back. With AI, it also includes requests picked up from what was said on a call, marked ✨ From the call.

• Filters: Open / New / In progress / From the call / Done / All.
• Assign a request to a person. It moves to In progress.
• Call back: rings your phone, then the customer.
• When you've finished, mark it Done, or dismiss it (X). Reopen brings it back.
• A request turns red after 30 minutes' wait.

To set up the codes themselves, see Apps → Callback codes in section 5.13.

This tab needs AI. It lists follow-ups promised on calls, e.g. “send the quote by Friday”.

• Filters: Open / Mine / Overdue / Done / All / Ignored.
• Owed by: Us or the Customer.
• Working a task:
  • tick it when it's done
  • assign it to someone
  • click through to the call it came from
• Ignore removes a task that was a false alarm.

Callback codes.

1. Click + Add callback. Lisa assigns the next free code.
2. Enter the Notify emails: who gets emailed when a caller uses the code.
3. Choose what it Plays to the caller.
4. Put the code in an IVR option, e.g. “press 9 to request a call back”, or use it as a destination.

When a caller uses the code, they appear in Callbacks.

These are no-login links for a TV or wall screen. They update every few seconds.

Wallboard (Apps → Wallboard):

• Shows today's company totals: total, incoming, outgoing, active, ringing, answered, missed, average call length and answer rate. It compares them with the same time last week.
• Generate link creates the URL. Open it on the screen.
• Rotate link replaces the link; the old link stops working. Revoke turns the link off.
• Excluded from the board hides internal codes from the counts, e.g. *99% for voicemail or *8% for callbacks. % is a wildcard.

Team boards (Apps → Team boards):

1. Click + New board, name it (e.g. Sales) and tick the agents' extensions.
2. Click Save, then Display link.

Each agent shows as a tile with:

• their photo (set on the extension)
• their status: Available, On call, Ringing or Offline
• a DND tag
• today's call counts

Show in the sidebar under Manage puts a one-click link to the board in everyone's sidebar.

Keep these links private. Anyone with the link can view the board. If a link gets out, rotate it.

Click N calls live in the top bar, from any page. Calls appear the moment they start, showing:

• who is calling (the contact name, if Lisa knows it)
• who they're talking to
• how long the call has lasted

Admin actions:

• Transfer: moves the caller to another extension or number immediately, without a consultation.
• Hang up (red phone icon): ends the call.

Contacts are the names Lisa shows on incoming calls: in call records, popups, live calls and alerts.

• manual: added in Lisa. These are Lisa-only and visible only in Lisa.
• directory: your company phone directory. These names also show on your desk phones.
• Garage Hive: synced one way from Garage Hive (Microsoft Dynamics Business Central).
• Zoho CRM: synced one way from Zoho.

1. Click New contact.
2. Choose Save to:
   • Directory: appears on desk phones too
   • Lisa-only
3. Enter the Name, optionally the Company, and up to four numbers (Telephone 1 and 2, Mobile 1 and 2).
4. For Lisa-only contacts you can also add Email, URL and Notes. The URL and notes show on the incoming-call popup.

Other ways to add contacts:

• From Call records: ⋮ → Add as contact.
• Convert to directory contact (server icon) moves a Lisa-only contact into the phone directory. To move it back, delete it and add it again as Lisa-only.

1. Click Import. Choose a CSV file, or click Download template to get the column layout.
2. Lisa recognises these columns:
   • Name, or First and Last name
   • Company
   • Telephone and Mobile
   • Email
   • URL
   • Notes
3. Check the preview. It shows how many rows are ready to import, how many are duplicates and how many have errors. Duplicates are matched by phone number and are skipped.
4. Choose Directory or Lisa-only. Lisa-only is the default.
5. Click Import N contacts.

• Groups creates groups (e.g. VIP, Key accounts) to organise and filter contacts. Add a contact to a group from the Groups column, or from the contact's own page.
• VIP routing (the icon on a group's row) makes calls from anyone in that group skip your time conditions and IVR and go straight to one extension, ring group or voicemail box. It applies to all your numbers.
  • It takes effect on the phone system immediately.
  • To turn it off, choose Off — route normally.
• Deleting a group doesn't delete the contacts in it.

If the phone directory isn't set up, Admins see a banner linking to Integrations → Directory.

Analytics only appears if you have Analytics access. Ask your Admin, or Vostel, to grant it (Users → Edit → Page access).

• Date range: pick 7 days, 30 days, 90 days, 12 months or Custom. The figures are compared with the previous period of the same length.
• Inbound calls / Answered / Missed: click any of them to see those calls.
• Missed business: first-time callers who got no answer and never rang back. These are likely lost customers.
  • Open the chase list shows all of them. Call back rings your phone first.
• When your phones are busy: a day-by-hour heatmap of inbound calls, in your company's local time. Click a square to see the calls it counts: that weekday and hour, across the whole date range.
• Answer rate: the share of calls answered per day, against a 90% target line.
• How each line performed: calls, answered and missed for each of your numbers. Lines below 85% answered are highlighted.
• Export downloads the calls for the selected range as CSV.

Click Email report (the cog icon) to set up a regular summary email:

• Status: On or Off
• Recipients: separate addresses with commas
• Frequency: Weekly (with a Day) or Daily
• Time, in your company's time zone

Settings save as you go. Send a test sends a real copy now. A weekly email covers the last 7 days; a daily one covers the last 24 hours. Either way it shows:

• calls answered and missed
• the change on the period before
• how many first-time callers are worth chasing

Integrations is for Admins. Tabs: AI · Alerts · API keys · Directory · Garage Hive · Zoho CRM · Screen-pop.

AI is a paid add-on, switched on by Vostel. This tab shows whether AI, auto-transcribe and Ask Lisa are on for your company, and how many transcriptions you've used.

With AI you get:

• Call transcripts: who said what, a summary, the outcome, next steps and mood
• Tasks and AI-detected callback requests
• Generate with AI for greetings
• Ask Lisa, if Vostel has enabled it for you

Point out missed opportunities (your choice): lets the AI flag calls worth a second look. Examples are a quote with no follow-up arranged, or a customer close to complaining.

To turn AI on, or change your limit, contact Vostel.

Alerts send call events somewhere as they happen.

1. Click New alert.
2. Choose Deliver via:
   • HTTP webhook: a URL. Slack and Microsoft Teams webhook URLs are formatted automatically; other URLs get signed JSON.
   • Email: one or more addresses.
3. Tick the Events:
   • Call inbound: a call arrives on a number
   • Call answered: a person picked up
   • Call ended
   • Call missed: nobody answered
4. Optionally, choose a Target so the alert only fires for one ring group or extension. For example: “tell the sales channel in Teams about missed calls to ring group 2000”.
5. Click Create alert.
6. For webhooks, copy the signing secret now. It is shown only once. Your developer uses it to check the X-Lisa-Signature header.

Managing alerts:

• Test: sends a sample event.
• The log icon shows each delivery attempt.
• Failed deliveries are retried.
• An alert that fails 50 times in a row is switched off automatically (Auto-disabled). Fix the endpoint, then click Enable.

An API key lets your own software (a CRM, a script) use the Lisa Customer API. With it, software can:

• read call records and transcripts
• look up and manage contacts
• see live calls
• place calls

To create a key:

1. Click New key.
2. Give it a Name (e.g. “Acme CRM”).
3. Optionally, set a Default extension for click-to-dial.
4. Tick only the Permissions it needs. Reading call records, transcripts and contacts is ticked by default. Downloading recordings, changing contacts, placing calls, requesting transcriptions and webhooks must be ticked on purpose.
5. Click Create key.
6. Copy the key now. It is shown only once.

The full reference is at API docs in the sidebar. Revoke (the bin) stops a key working immediately.

The phone directory is your company phonebook. It is shared with your desk phones, so directory contacts show by name on the phones as well as in Lisa.

• Setting it up. Tick Enabled and click Provision directory. This creates the directory and a read-only password. Then click Save.
  • When you first enable it, Lisa offers to import the directory's contacts. Choose Sync now.
• Connection details shows the settings for configuring phones (host, bind user, base DN, password).
• Test lookup checks that a number is found.
• Sync now re-imports the directory.

This tab syncs contacts from Garage Hive (Microsoft Dynamics Business Central). Vostel sets up the connection. Once connected, click Sync now at any time to refresh.

This tab syncs contacts from Zoho CRM. You connect it yourself, because only your own Zoho login can give permission.

1. Choose your Data centre. UK organisations are normally eu.
2. Click Connect to Zoho and approve access in Zoho.
3. Tick Enabled and click Save, then Sync now.
4. Optionally, use Push to phone directory (LDAP) to send the contacts to your desk phones too.

Keep the connecting account active. The sync runs as the person who connected it. If that person leaves Zoho, reconnect with another account.

A link shown on the incoming-call popup, usually to look the caller up in your CRM. For example:

https://crm.example.com/lookup?phone={caller}

Placeholders:

• {caller}: the caller's number
• {did}: the number they dialled
• {name}: the caller's name
• {call_uuid}: the call's ID

Leave it blank for no link.

Invoices appears only if you have Invoices access. It lists your copy invoices: issued date, due date, status (paid, due or overdue) and total.

• Filter by All, Due, Overdue or Paid.
• View opens the PDF; the download icon saves it.

Anyone with an extension can place calls from Lisa. In every case your phone rings first. Answer it and Lisa connects you.

• The call box in the top bar: type a contact's name, or a number.
• Click a number in Call records or Contacts.
• Call back on the Analytics Chase list.
• Call back on a callback request.
• Chrome extension: right-click any phone number on any website (see section 13).
• Ask Lisa: “Call 07700 900123”.

If you don't have an extension, the call box is hidden, and calling from Call records or Callbacks asks which extension to ring. Ask an Admin to set your extension on your user.

Users (in the sidebar, or the Users tab in Manage) lists everyone at your company who can sign in to Lisa.

1. Click New user.
2. Enter their First name, Last name and Email.
3. Set a Password that meets the rules in section 2. Tell them to change it in My settings → Security once they've signed in.
4. Choose a Role: Admin or User.
5. Choose their Extension. This is the phone Lisa rings when they make a call or call back from Lisa. It also decides:
   • whether the call box rings their own phone, or asks which extension to ring
   • which ring groups they can join or leave
   • which popups count as “their” calls
6. Click Create user.

2FA. Admins must set up 2FA at their first sign-in. Users can switch it on themselves in My settings.

Click the user, then Edit. Changes save as you go.

• Role and Status. Set Suspended to block sign-in without deleting the account. Suspending someone, or changing their role, signs them out everywhere.
• Extension.
• New password: leave it blank to keep the current one.
• Reset 2FA: use this if they've lost their authenticator. They set it up again at their next sign-in.
• Page access:

Changing several people at once. In Manage → Users, Page access changes these settings for all Admins, all Users or everyone in one go.

Your own record. You can't change your own role, status or page access. Ask another Admin, or Vostel.

Deleting a user. Delete removes the person's access for good. Any callbacks assigned to them become unassigned. If the person might come back, suspend them instead.

A user who is still set against an extension can block that extension being deleted. Clear their extension first.

Click your name at the bottom of the sidebar. My settings is about how Lisa works for you. Your role, extension and page access are set in Users, by another Admin or Vostel.

The page has four tabs: Profile, Calling, Notifications and Security.

• You can change your Email.
• Mobile is used when you ask Ask Lisa to “forward my calls to my mobile”.
• Extension shows which phone Lisa treats as yours. It's set on your user in Users.

Auto-answer calls I place from Lisa

Normally, when you start a call from Lisa your phone rings and you pick it up before Lisa dials. With this on, your phone answers by itself and you go straight to hearing the other end ring.

1. Click Turn on.
2. Click Test it. Lisa calls your phone; it should answer by itself and read out your extension number.

Good to know:

• It applies to every call you start from Lisa: the call box, a number you click, Call back, the browser extension and Ask Lisa.
• It only ever affects your own phone, and only calls you start. Incoming calls still ring as normal.
• Your phone must allow auto-answer (often called intercom). It is confirmed working on Yealink phones; other makes should work but have not been tested yet. If the test just rings, your phone isn't allowing it; check the phone's intercom or auto-answer setting, or ask Vostel.
• Use a headset or handsfree you're ready to talk on, as the call opens your phone's microphone straight away.

Click-to-call on other web pages

1. Click Turn on, then Add to Chrome to install the Lisa Click-to-Call extension. It works in Chrome and Edge.
2. Pin the extension: click the puzzle-piece icon in the browser, then the pin.
3. Right-click any phone number on any web page and choose Call with Lisa. You can also use the extension's popup dialer. Your phone rings, then the number is dialled.
4. Stay signed in to Lisa.

If it doesn't work, click Troubleshoot. It checks:

• your browser
• your extension
• the Chrome extension version
• whether your desk phone is registered

It also has a Ring my phone test.

Incoming-call popup

1. Click Turn on and allow browser notifications when asked.
2. When a call rings, Lisa shows a popup with the caller's name, company, number, the number they dialled and the contact's notes. It can also show links:
   • Open link: the contact's URL
   • Open record: your Screen-pop link
3. If Lisa isn't the window in front, you get a desktop notification instead.

Only calls ringing my extension (recommended). You only get a popup when your own extension, or a ring group you're in, rings. Turn it off to see every call into the company.

Keep a Lisa tab open. Popups need a Lisa tab open, which can be in the background.

If popups don't appear, click Troubleshoot. It covers browser permissions and Focus / Do Not Disturb on macOS and Windows.

Password

1. Click Change password.
2. Enter your Current password, then your New password twice. The list under the box turns green as the new password meets the rules.
3. Click Change password.

Changing it signs you out on every other device and browser. You stay signed in where you made the change. If you've forgotten your current password, use Forgot your password? on the sign-in page instead.

Two-factor authentication

Here you can:

• set up 2FA
• Regenerate recovery codes
• Disable 2FA

Each change needs a current code. Admins must have 2FA, so if you disable it you'll be asked to set it up again at your next sign-in.

Ask Lisa is an AI assistant. It is available if your company has AI and Vostel has switched Ask Lisa on for you.

Click Ask Lisa at the bottom-right. Type or dictate (with the microphone) a question in plain English, for example:

• “How many calls did we miss yesterday?”
• “What did I miss today?” (catch me up)
• “What's our busiest day and time?”
• “Where does our main number go out of hours?”
• “Who called from 01323 305999 last week?”
• “Who's on do-not-disturb?”
• “Summarise the call with Smith Motors this morning.”
• “Where do my voicemails go?” (which email address your messages are sent to; Ask Lisa doesn't play voicemail)

See everything I can do (just under the heading) lists everything Ask Lisa can help with, grouped, with an example for each; click a line to ask it. Each person only sees what they can actually do, so an Admin also sees Change opening hours, and someone without their own extension doesn't see the “your phone” items.

Ask Lisa can propose changes; you confirm them. It never changes anything on its own. It shows a card with a button, and nothing happens until you click it.

• Do Not Disturb on or off for your own extension.
• Forward my calls to your mobile or another number, and Stop forwarding.
• For DND and forwarding, choose how long: 15 minutes, 30 minutes, 1 hour, 2 hours, Until tomorrow 08:00 or Until I turn it off. It switches back by itself. You can also say “DND until 2pm”.
• Join or Leave a ring group (yourself only).
• Call someone. Your phone rings first.
• Change our opening hours (Admins only). The card shows the Now and New hours side by side before you confirm.

Catch me up lists calls missed on your extension and your ring groups. It shows which callers have already been dealt with, and offers Call back cards for those still waiting.

Other points:

• Ask Lisa only shows what you're allowed to see. If you have no access to call records or recordings, it says so.
• Use 👍 or 👎 to tell Vostel how it did.
• New chat starts again.
• Ask Lisa is in beta, so check important answers.