Lisa User Guide

This guide is for everyday Users of Lisa: people who take and make calls and want to see what's been happening on the phones. If you look after the phone system for your company, read the Admin guide instead.

What Lisa is. Lisa (“Life Is Simple Again”) is the web portal for your company's HashKey phone system, provided by Vostel. Your desk phone or softphone makes the calls. Lisa is where you:

• see who called, and who was missed
• listen to recordings and read call summaries
• ring people back with a click
• work the callback queue
• keep your contacts up to date
• turn do-not-disturb or call forwarding on and off for your own phone

Use a current version of Chrome, Edge, Safari or Firefox. Click-to-call on other websites needs Chrome or Edge.

1. Go to https://lisa.vostel.co.uk.
2. Enter your Email and Password, then click Sign in.

Your Admin creates your account and gives you your first password. Change it straight away in My settings → Security (see section 11).

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:

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

Two-factor authentication (2FA) asks for a 6-digit code from an app on your phone each time you sign in. It's optional for Users. To switch it on, see section 11.

If you've switched it on and lost your phone, use one of your recovery codes, or ask your Admin to reset your 2FA.

Lisa keeps you signed in while you use it. To sign out, click the log-out icon beside your name at the bottom of the sidebar.

Extra items you might see:

• Analytics or Invoices, if your Admin has given you access.
• Wallboard or a team board name under Manage, if your Admin has added it. Clicking it opens a live display in a new tab.

Click your name at the bottom of the sidebar to open My settings.

• 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.
  • Type or paste a number and press Enter, or click Call.
  • Your phone rings first; answer it and Lisa dials.
  • The call box only shows if your user has an extension.
• Callback bell. Shows how many callers are waiting for a call back. Click one to open the callback queue.
• 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.

• Ask Lisa (bottom-right), if your company has it. See section 12.
• Incoming-call popups, if you've turned them on. See section 11.

The Dashboard shows today for your company.

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

A call that went to voicemail, ended in the menu or was abandoned counts as missed.

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

• Waiting on a call back: callers who asked to be rung back.
• Follow-ups outstanding: things promised on calls that aren't done yet (if your company has AI).
• Diverted: numbers, ring groups and extensions currently forwarded somewhere.
• Do not disturb: extensions with DND on.

If there's nothing in any of them, you see All clear.

Go to Manage → Call records. This is every call your company makes or receives.

If you don't see the tab, your Admin has switched call records off for you.

• Dates: pick a from and to date.
• Caller, number or line dialled…: type part of a number. It matches the caller, the number called, the extension, or the line the caller dialled (Caller destination).
• Direction: Inbound, Outbound or Local (extension to extension).
• Status: Answered means a person picked up; Missed means nobody did.
• If your company has AI:
  • Words said on the call… finds calls by what was said
  • Mood finds positive, neutral or negative calls, or calls the AI flagged
  • Outcome finds calls by result (Booked, Quoted, Complaint and so on)
• Columns chooses which columns you see. Lisa remembers your choice.

Blue chips at the start of the filter row (e.g. Line 01323 305999 or Wednesdays · 10:00–11:00) are filters added by a link you followed. Click the ✕ on a chip to remove it.

• The coloured dot shows what happened: green for answered, red for missed, amber for no answer or forwarded.
• Caller shows the contact's name and company if Lisa knows the number.
• To shows who the call went to. “2000 → 1004” means it rang group 2000 and extension 1004 answered.
• On inbound calls, the i button shows the path the call took through your menus and groups.

• Call the number back. Click the number. Your phone rings first; answer it and Lisa dials.
• Add as contact. Click ⋮ beside the caller, then Add as contact.
• Block number. Click ⋮, then Block number. Calls from that number will get a busy tone.
• Listen. In the Rec. column, click play. You can change the speed, skip 10 seconds either way, or download the recording.
• Read the transcript (if your company has AI). Click the ✨ button. You get:
  • a Summary, the outcome and any next steps
  • the full Transcription, showing who said what
  • the Mood of the call

  If a call hasn't been transcribed yet, click **Transcribe this call**.
* **Download several recordings.** Tick the calls, then click **Download N recordings**.
* **Export.** Downloads the list you're looking at as a spreadsheet (CSV).

Deleting a call. The bin removes the call and its recording from Lisa for good. It can't be undone, so only use it when you've been asked to.

If the recording column is missing, your Admin has switched recordings off for you. Transcripts and Tasks go with it.

Go to Manage → Callbacks, or click the bell in the top bar. These are callers who asked to be rung back.

• Open / New / In progress / Done / All filter the list.
• ✨ From the call marks requests the AI picked up from what was said on a call. Check these before ringing.
• A request turns red once the caller has waited more than 30 minutes.

Working a callback:

1. Pick yourself in the assignee box, so colleagues know it's taken. The request moves to In progress.
2. Click Call back. Your phone rings first, then Lisa dials the customer.
3. When you've spoken to them, click Done.

Use the X to dismiss a request that doesn't need a call. Reopen brings a closed one back.

Manage → Tasks appears if your company has AI and you can see recordings. It lists follow-ups promised on calls, such as “send the quote by Friday”.

• Mine shows tasks assigned to you. Overdue shows tasks past their due date.
• Owed by switches between things Us (your company) promised and things the Customer promised.
• Tick a task when it's done.
• Click the call link to hear or read the call it came from.
• Ignore removes a task that was a false alarm.

If your Admin has linked your user to your extension, you can place calls from Lisa. Your phone rings first. Answer it and Lisa connects you.

• Use the call box in the top bar: type a contact's name, or a number.
• Click a number in Call records or Contacts.
• Click Call back on a callback request.
• Click Call back on the chase list in Analytics, if your Admin has given you Analytics.
• Right-click a phone number on any website, with the Chrome extension. See section 11.
• Ask Lisa: “Call 07700 900123”.

If you can't see the call box, or Lisa asks which extension to call from, your user has no extension set. Ask your Admin to set it.

A ring group rings several phones at once, such as Sales or Support.

1. Go to Manage → Ring groups.
2. In the You column, click Join to start getting that group's calls, or Leave to stop.

Leaving remembers your settings, so rejoining puts you back exactly as you were. The You column only appears if your user has an extension.

With Ask Lisa you can change these for your own phone in plain English:

• “Put me on Do Not Disturb”
• “DND until 2pm”
• “Forward my calls to my mobile”
• “Stop forwarding”

Lisa shows a card; nothing changes until you click its button. You can choose how long it lasts, and it switches back by itself. See section 12.

Without Ask Lisa, use your phone's own DND button, or ask your Admin.

Manage → Extensions shows who currently has DND on or calls forwarded. You can look, but only an Admin can change it there.

1. Go to Manage → Voicemail.
2. Click the inbox icon on a mailbox.
3. Each message shows the caller, the date and how long it is. Click play to listen, or download it.

Only an Admin can delete messages or change a mailbox's settings here. Messages may also arrive by email, if your Admin has set that up.

Contacts are the names Lisa shows when someone calls: in call records, popups and live calls.

1. Click New contact.
2. Choose Save to:
   • Directory: also shows on the desk phones
   • Lisa-only: shows in Lisa only
3. Enter the Name, optionally the Company, and at least one number.
4. For Lisa-only contacts you can also add Email, URL and Notes. The URL and notes show on the incoming-call popup.
5. Click Create contact.

You can also add a contact straight from a call: in Call records, click ⋮ then Add as contact.

• Search by name, company or number.
• Click a contact's number to call it. Your phone rings first.
• The pencil edits a contact; the bin deletes it.
• The Source column shows where a contact came from. Contacts marked Garage Hive or Zoho CRM come from that system and are refreshed from it, so change them there.

1. Click Import and choose a CSV file. Download template gives you the column layout.
2. Check the preview. Duplicates (matched by phone number) and rows with errors are skipped.
3. Choose Directory or Lisa-only, then click Import N contacts.

Groups organise contacts, for example “Key accounts”. Create a group, then add contacts to it from the Groups column. You can filter the list by group.

Your Admin can make a group “VIP”, so that those callers skip the menu and go straight through.

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 by your Admin.

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

• Email: click Edit to change it.
• Mobile: add your mobile so you can ask Lisa to “forward my calls to my mobile”.

Extension shows which phone Lisa treats as yours. Your name, role and extension are set by your Admin.

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; ask your Admin or 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 Lisa Click-to-Call. It works in Chrome and Edge.
2. Pin it: click the puzzle-piece icon in the browser, then the pin.
3. Right-click any phone number on a web page and choose Call with Lisa. Your phone rings, then the number is dialled.

Stay signed in to Lisa for it to work. If it doesn't, click Troubleshoot, which includes a Ring my phone test.

Incoming-call popup

See who's calling before you pick up.

1. Click Turn on and allow browser notifications when asked.
2. When a call rings, Lisa shows the caller's name, company and number, the number they dialled, and any notes on the contact.
3. If Lisa isn't the window in front, you get a desktop notification instead.

Only calls ringing my extension (recommended) limits popups to calls ringing your own phone, or a ring group you're in. Turn it off to see every call into the company.

Keep a Lisa tab open. Popups need one, even in the background.

If popups don't appear, click Troubleshoot.

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

1. Click Enable two-factor auth.
2. Scan the QR code with an authenticator app (Google Authenticator, 1Password or Authy).
3. Enter the 6-digit code and click Turn on.
4. Save the recovery codes somewhere safe. Each one gets you in once if you lose your phone.

Ask Lisa is an AI assistant. You have it if there's an Ask Lisa button at the bottom-right.

Click it and type a question in plain English, or click the microphone to say it. For example:

• “What did I miss today?”
• “How many calls did we miss yesterday?”
• “Who called from 01323 305999 last week?”
• “What's our busiest day and time?”
• “Where does our main number go out of hours?”
• “Who's on do-not-disturb?”
• “Where do my voicemails go?”

Not sure what to ask? Click See everything I can do, just under the heading. It lists everything Ask Lisa can help you with, grouped (your calls, your phone, your team, numbers and opening hours, reports, contacts), with an example for each. Click a line to ask it. Back returns to the suggestions.

“What did I miss?” lists calls you missed on your own extension and ring groups. It shows which callers have already been dealt with, and offers a Call back button for those still waiting.

Ask Lisa never changes anything by itself. It shows a card, and nothing happens until you click the button on it.

• Do Not Disturb on or off for your phone.
• Forward my calls to your mobile or another number, and Stop forwarding.
• For both, choose how long: 15 minutes, 30 minutes, 1 hour, 2 hours, Until tomorrow 08:00 or Until I turn it off.
• Join or Leave a ring group.
• Call a number. Your phone rings first.

• Ask Lisa only shows what you're allowed to see. If you can't see call records or recordings, it says so.
• Ask Lisa doesn't play voicemail. Messages are emailed to you; ask “Where do my voicemails go?” to see which address. If none is set, ask your Admin.
• Use 👍 or 👎 on an answer to tell Vostel how it did.
• New chat starts again.
• It's in beta, so check anything important.

In Manage you can look at the phone setup, but not change it:

Live calls. Click N calls live in the top bar to see calls in progress: who's calling, who they're talking to and for how long.

These need an Admin:

• changing opening hours, menus, ring groups or where a number goes
• changing someone's extension, voicemail settings or greeting
• adding or removing Lisa users, or resetting someone's 2FA
• setting your extension on your Lisa user
• access to Analytics, Invoices, call records or recordings
• unblocking a blocked number
• making a contact group “VIP”