Integration

Connect your phone system to Voice QA for automatic call recording upload and processing.

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Overview

Manual upload works, but integrations unlock the full power of Voice QA:

Manual Upload	With Integration
Upload files one at a time	Calls flow in automatically
Assign department/agent manually	Auto-mapped based on settings
Process when you remember	Real-time processing
Partial coverage	100% coverage

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Supported Platforms

Voice QA integrates with:

Platform	Type	Description
Moldcell	Telecom	Direct integration with Moldcell phone systems
Orange	Telecom	Direct integration with Orange phone systems
Android	Mobile App	Recording app for field teams and mobile workers

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Setting Up Integration

Step 1: Access Integration Tab

1. Navigate to Voice QA → Integration
2. Select your platform

Step 2: Enter Credentials

Each platform requires specific credentials:

Telecom Providers (Moldcell, Orange):

Field	Description
API Key	Authentication key from provider
API Secret	Secret token for security
Account ID	Your account identifier

Android App:

Field	Description
Organization ID	Your FineGuide organization
Device Token	Generated per device

Step 3: Configure Mapping

Tell Voice QA where to route calls:

Setting	Description
Default Department	Where unmapped calls go
Agent Matching	How to identify agents
Whitelist	Which sources can send data

Step 4: Enable Sync

1. Toggle Synchronization on
2. Test the connection
3. Verify calls are flowing

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How It Works

Once configured:

Call Ends → Recording Captured → Sent to Voice QA → 
Transcribed → Evaluated → Results in Dashboard

Timeline:

• Immediate — Call recording sent
• 1-2 minutes — Transcription complete
• 2-5 minutes — Evaluation complete

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Android Recording App

For mobile teams, field sales, or remote workers:

Installation

1. Download the FineGuide recording app from provided link
2. Install on Android devices
3. Open and configure

Configuration

1. Enter your Organization ID
2. Log in with your FineGuide credentials
3. Select default department
4. Grant recording permissions

Usage

1. App runs in background
2. Records calls automatically (or manually)
3. Uploads when connected to network
4. Appears in Voice QA conversations

Privacy Controls

• Choose which calls to record
• Manual or automatic mode
• Notification of recording status

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Department Mapping

Control where calls are routed based on source:

Mapping Rules

Source	Department
Customer Support Line	Customer Support
Sales Hotline	Sales
Technical Support	Technical Support
Unknown/Other	Default Department

Agent Identification

Voice QA can identify agents by:

• Phone extension
• Caller ID
• User login
• Manual assignment

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Monitoring Integration

Connection Status

The Integration tab shows:

• Active — Sync is working
• Paused — Temporarily stopped
• Error — Issue needs attention

Sync History

View recent sync activity:

• Calls received
• Processing status
• Any errors

Troubleshooting Indicators

Status	Meaning	Action
✅ Connected	All working	None needed
⚠️ Delayed	Sync slower than usual	Check network
❌ Error	Connection failed	Check credentials

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Managing Integration

Pausing Sync

Temporarily stop call flow:

1. Go to Integration tab
2. Toggle Synchronization off
3. Calls stop coming in
4. Toggle back on when ready

Updating Credentials

When credentials change:

1. Go to Integration tab
2. Click Edit Credentials
3. Enter new values
4. Test connection
5. Save changes

Disconnecting

To fully remove integration:

1. Go to Integration tab
2. Click Disconnect
3. Confirm removal

⚠️ Historical data is preserved. Only new calls stop flowing.

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Best Practices

Reliability

• Use stable network connections
• Monitor sync status regularly
• Set up error notifications

Coverage

• Map all phone lines
• Configure agent identification
• Test with sample calls

Performance

• Review processing times
• Check for backlogs
• Scale as volume grows

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Troubleshooting

Calls Not Appearing

Check	Solution
Sync enabled?	Toggle on in Integration tab
Credentials valid?	Re-enter and test
Network connected?	Verify connectivity
Whitelist configured?	Add source to whitelist

Slow Processing

Issue	Solution
High volume	Processing queued, will catch up
Large files	Longer transcription time normal
Network issues	Check upload bandwidth

Wrong Department

Issue	Solution
Mapping incorrect	Update department mapping rules
New phone line	Add to mapping configuration

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Next Steps

• Webhooks → — Send evaluation data to external systems
• Departments → — Configure evaluation rules
• Conversations → — View incoming calls
• Staff → — Set up agent profiles
• Voice QA Overview → — Return to main guide