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A conference room is a bridge people dial into. It has a room number inside your organisation, a participant PIN, and optionally a moderator PIN.

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Getting in

  • From an extension, dial the room number. You are asked for the PIN.
  • From outside, through a phone number pointed at Conference under Phone numbers. Point it at one room and callers are asked only for the PIN; point it at none and they are asked which room, then the PIN.
  • Dialled in. From the room’s page, or POST /conference-rooms/{id}/dial through the API, an extension or an outside number is called and, on answering, seated in the room in the role you chose, with no PIN to key. An outside number is billed as the outbound call it is.
The PIN you key decides your role. The participant PIN joins you as a participant; the moderator PIN makes you the moderator. A room may have no participant PIN: then dialling the number is enough, and only somebody keying the moderator PIN is asked for anything.

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Default members

A room can have default members: extensions of your organisation that are rung when the room opens, that is when the first person joins. A default member behaves like any extension you would call: if it is free it rings at once. If it is busy, not registered or does not answer, it is tried again a minute later, up to five times, and then given up on; the session’s history says why (“busy”, “no answer”, “not registered”). A member who joins and then hangs up while the meeting goes on is rung again the same way. Each default member joins as a participant or as the moderator, and the person who opened the room is never rung into it. A virtual agent’s extension can be a default member too. With the AI module on, that agent sits in the room as a member: it hears everyone, is told who has joined and who is speaking, keeps notes of decisions and actions as they are made, and leaves with the last person. It speaks only when addressed: say its name (the profile’s display name, the agent’s name, its extension’s name, or “assistant”) and it answers briefly; otherwise it stays silent, whatever it hears. Its transcript, with each line attributed to who said it, is on the agent’s conversations as any AI call’s is. When the room closes, the agent writes the minutes of that session: attendees, a short summary, decisions, actions with owners, open questions, built from what was said and the notes it took. They are kept per session — a room that meets every morning has one set of minutes per morning, each on its own line of the room’s Past sessions under Minutes, with the notes and the attributed transcript. They are emailed to the addresses in Send minutes to and to everyone who was in the room whose extension belongs to a person with an active user account and an email (at most thirty such emails an hour per organisation), and sent to your webhooks as conference.minutes when minutes were written. Who said what is attributed by who was speaking at the time, so treat it as approximate where people talked over each other. The minutes are written by the agent’s own provider, with your key for it; if that provider has no text model or you hold no key for it, no minutes are written and the reason is shown in their place. The agent’s time in the room and the minutes are both metered as AI usage.

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Extensions that need no PIN

A room’s page lists No PIN needed: extensions of your organisation that dial the room number and are seated straight away, each as a participant or as the moderator. The organiser’s own desk phone as moderator and the team’s handsets as participants is the usual shape; everyone else keys the PIN. Only a phone the platform authenticated counts, so nobody from outside can claim it.

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Rules a room can have

  • Wait for the moderator: participants hear hold music until a moderator has joined.
  • End when the moderator leaves: the room ends for everybody when the last moderator hangs up.
  • Record every session: one recording per occupancy of the room, kept with the organisation’s call recordings.
  • Most people: a cap on how many may be in the room at once.
The PINs are shown in the room list to anyone who may see rooms. They are invitation codes, not passwords: what you read out to the people you invite. Change them from the room’s editor when a meeting series ends.

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Running the room

A room’s page shows who is in it right now: their number or name, who is talking, who is muted, and who joined as a moderator. From there a supervisor or admin can Mute, Unmute or Kick each person, Lock and Unlock the room, mute every participant at once, and End room, which hangs everybody up. The same controls appear on an agent’s Desk beside a call they merged, for the room they are in. Below the live list is every past session: when it ran, how long, how many people at most, who was in it, and whether a recording exists.

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Recording a room

A room with Record every session on records from its first member. Anyone who may run the room can also press Record and Stop recording while it is up. The recording is the whole mix, one file per session, kept with the organisation’s call recordings under the same retention days and moved to the organisation’s own storage when it has one. It is played from the room’s page, under past sessions, by anyone allowed to listen to recordings.

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The keypad

Two digits each and star first, so a digit typed into a phone menu reached from the room cannot mute anybody.

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Who may do what

An organisation admin creates and edits rooms. A team supervisor sees them and runs the live room: mute, kick, lock, record, end. An agent has no view of rooms beyond the calls they merge from their own Desk.