Voice Platform

2024 October | Voice

Improvement | Added Mandatory Information for Phone Numbers

It is mandatory by Telecom regulations to have your business name, address, postal code and location registered for every phone number purchased at CM.com. As such, it is mandatory to create a Company Profile which includes your business name, address, postcode and city. Once created and approved, you must assign your phone number to this Company Profile to finalize the process.

• Please note, that the area code of Dutch Company Profiles', which is based on the postal code, must match with the area code that is defined by the ACM: Telefoonnummers zoeken | ACM.nl. If they do not match, you are not allowed to assign the range to the Voice Account and you have to create a new Company Account with the matching address

For EXISTING/OPERATIONAL Numbers:

To register your existing numbers correctly, please do the following:

• Please assign your phone numbers to the correct and complete company profile within Voice Management.
• Please go to your Voice Management App: https://www.cm.com/en-gb/app/voice-management
• Select Numbers in the left menu.
• Select My Numbers at the top menu.
• Numbers that are not linked to a Company Profile are indicated with 'Missing information':
• Select a Number with the the indication Missing Information and select the three dots. Thereafter select Link company profile:
  
• Select the correct Company Profile. If you have not created a Company Profile before, please select Create new company profile and create a new Company Profile:
  
• If you selected an existing Company Profile with the correct address and registration you're done!
• If you had to create a new Company Profile, please await the approval from our side.
• Once the Company Profile is approved, you can assign the numbers to the respective Company Profile as described above.

For NEWLY requested Numbers:

To register new numbers correctly, please do the following:

• The Company Profile must be approved before a number (range) can be assigned to the Voice Account. You cannot assign a number (range) to a Voice Account where its Company Profile has not been verified yet!

For Dutch, Belgium, French, and German Numbers:

• Based on the number you are trying to assign, its number type must be selected within the Company Profile to be selected, for example:
• Toll-Free numbers can only be assigned to a Company Profile where Toll-Free has explicitly been selected as Number Type.

For NL numbers specifically:

• The Company Profiles' area code, which is based on the postal code, must match with the area code that is defined by the ACM: Telefoonnummers zoeken | ACM.nl. If they do not match, you are not allowed to assign the range to the Voice Account and you have to create a new Company Account with the matching address.
• As an example: You cannot assign a number starting with +3178x (Dordrecht, NL) to a Company Profile that has an address in Belgium. The Company Profile must be located in the Netherlands. Additionally, you cannot assign a number starting with +3178x (Dordrecht, NL) to a Company Profile with an address in Breda, NL (+3176x).

Improvement | Added Disconnect Reasons to Voice Insights

More insights added for Disconnect Reasons in the Voice Insights App. You can visit Voice Insights here: https://www.cm.com/en-gb/app/voice-insights

Improvement | Added additional information to call backs for Voice OTP, Voice Notifications, DTMF and FlowBuilder
This way you receive a status report after the call including the Duration of the Call in seconds and the SIP Disconnection Code. Additionally, the Call IDs are now consistent in the callback. You can find more information here: https://developers.cm.com/voice/reference/callbacks

2024 September | Voice

Improvement | Added STIR/SHAKEN protocol to calls in France

We added STIR/SHAKEN protocol to calls in France. You can read the full post here: STIR/SHAKEN - France (cm.com)

In Summary:
For outbound SIP Trunking, when the call is placed with a phone number that’s in your CM.com Voice Account, which means it is visible in your Voice Management App, an A-level attestation will always be assigned. When the call is originated from a number that’s not hosted by CM.com, the attestation level will automatically be downgraded to C-level, since we cannot verify that we know who owns the number.

When you verify your SIP account by linking it to a company profile (which is a special administrative CM.com Voice entity that meets all legal requirements to own and operate phone numbers in a specific country/region), your call will be upgraded to B-level attestation. A SIP account can be verified by linking it to a company profile in the Voice Management App.

Image: Stir/shaken attestation levels for Voice SIP Trunking.

Voice API & Voice Campaigns
For the Voice API and Voice Campaigns, you can only receive an attestation A-level when you initiate the calls with numbers you own in the CM.com Voice platform. All calls created with other phone numbers will be downgraded to C-level.

Image: Stir/shaken attestation levels for Voice API and Voice Campaigns.

You can read the full post here: STIR/SHAKEN - France (cm.com)

2024 August | Voice

Improvement | Added API documentation with new overview and recipes

With the new recipes you can now quickly see how to use the C# SDK to send a Voice Message. You can check it out on Overview and Recipes.

2024 July | Voice

Improvement | Added Voice Insights API, replacing the Logging API

We added the new Voice Insights API and documentation, replacing the previous Logging API. This allows you to retrieve important information about your successful voice conversations such as the duration of the call, the direction, caller, callee and more, in an improved set-up.

You can find the documentation on developers.cm.com under Voice, API Reference, and then Voice Insights API. You can also use the direct link: Get conversations (cm.com)

2024 June | Voice

Improvement | Added Voice FlowBuilder documentation

You can now find more FlowBuilder features, configuration details and examples on https://developers.cm.com/voice/docs/introduction.

Improvement | Added Premium TTS and Voice FlowBuilder Executions to pricing sheets

Premium Text-to-Speech allows you to add high quality voices to your Voice API (i.e. Notifications, OTP), Voice Campaign or FlowBuilder calls. You can now find the costs as part of these price sheets under the ‘'Additional Services’' tab.

Voice FlowBuilder Executions covers the costs for inbound or outbound calls via a flow. You can now find the costs as part of these price sheets under the ‘'Additional Services’' tab of the price sheet.

Improvement | Added Voice Insights as app to the App Center

Voice Insights is now also added to the App Center. Voice Insights replaces the previous Voice Logging and Voice Analytics applications.

Improvement | Improved call forwarding in Voice FlowBuilder

Fixed an issue were it was possible to configure a call forward to the same phone number the flow was configured to. This resulted in a loop with failed calls as a result. This is no longer possible and an execution error will be shown if you accidently configure this.

2024 May | Voice

Improvement | Added SIP Encryption for Inbound calls
You can now enable SIP Encryption for Inbound calls via our tooling! This way you ensure that all inbound calls on our platform are encrypted.

To configure this, visit the Voice Management app and select Distribution Groups. Under Distribution Groups add or edit your IP-address and/or domain on which you would like to receive voice calls:

Edit your IP-address or Domain on which you receive voice calls

When adding or editing your IP address or domain, you should enable the following two options:

1. Transport: To ensure the signaling of inbound calls is encrypted, select TLS.
2. Media Encryption (TLS required): to ensure the media of inbound calls is encrypted, select SRTP under media encryption. For this, enabling the TLS in the first option is required.

Select TLS (signaling) and SRTP (media) for encryption

Improvement | Added Fallback Distribution Group
You can now add a Fallback Distribution Group via our tooling! A Distribution Group includes the IP addresses or domains you use for receiving voice calls from our platform.

With the addition of a Fallback Distribution Group, you now have the option to fall back to a different set off IP-addresses or domains in case your primary ones are temporarily unreachable. When a Fallback Distribution Group is configured, our platform ensures inbound calls are routed to your preferred fallback configuration.

To configure a failover Distribution Group, visit the Voice Management App and select Numbers. In Numbers, edit the Distribution Group that requires a fallback.

Select the Distribution Group you want to create a fallback for

Thereafter, add the Fallback Distribution Group and select Apply to save your setting:

Configure the Fallback Distribution Group and Select Apply to save your setting

Improvement | Added additional Input Variables IVR FlowBuilder

You can now use the symbols * and # as input variables in the IVR Menu.

2024 April | Voice

Improvement | Added actual call duration to Voice Log for destinations with larger billing increment.

For destinations with a larger billing increment (1/60 or 60/60 etc.), the actual call duration is now shown in Voice Log as part of the Voice Insights App. This allows you to retrieve the actual call duration in your logs and CDRs instead of having to calculate this yourself based on the start and finished time of the call.

Improvement | Fixed issue in FlowBuilder where it was a possible to delete a call flow connected to an active number.

Fixed issue in FlowBuilder where it was a possible to delete a call flow with an active number. This is no longer possible. Before deleting a call flow, please ensure to remove or configure the number to a different flow via ‘Numbers’ in Voice Management.

2024 March | Voice

Improvement | Added Audio Files to Voice Management App

We have moved the Audio Manager to Audio Files as part of the Voice Management App. This way all of your voice configurations are centralized in one application. You can find your Audio Files under Voice Management App. You can also read more about Audio Files on our Developer Documentation.

Improvement | SIP Connectivity configuration

We improved the configuration for SIP Connectivity in the Voice Management App by changing plain IP-addresses to a DNS overview:

This improvement has not changed your current technical configuration with our platforms. Our IP-addresses also remain the same. However, we do encourage you to start using our DNS address instead of plain IP-addresses. This way we can manage redundancy between our platforms while you no longer have to worry about this. You can still use our IP-addresses in your configuration if you wish as shown under "Unable to connect via DNS".

Please ensure to download your latest Techform when you want to whitelist our IP ranges. You can download your Techform via Voice Management under SIP Accounts:

2024 January | Voice

Feature release | Voice SIP Encryption for Outbound Calls

We now support SIP over TLS and SRTP for outbound calls. Using our TLS endpoint along with SRTP your connection to our Voice Platform and media will be encrypted. We advertise DNS SRV records for TLS for easy configuration.

To start using TLS please navigate to the Voice Management App. In the Voice Management App ensure you select the available region.

Please ensure to download your latest Techform for the DNS settings which are required to send encrypted calls. You can download your Techform via Voice Management under SIP Accounts:

2023 December | Voice

We are thrilled to unveil our latest addition – the Voice Insights App! Now offering more advanced analytics views and a turbocharged logging performance, this tool is designed to elevate your experience and empower you with comprehensive insights into your voice traffic. While the tool is still in its Beta version, we invite you to be among the first to explore its capabilities by visiting Voice Insights App.

Feature release | Advanced Analytics Views: Gain a deeper understanding of your traffic profile, allowing you to make more informed decisions.

Improvement | Logging Performance: Enjoy a smoother and faster logging experience for seamless interaction with the app.

Seamless Integration: In the upcoming weeks, the new Voice Insights App will seamlessly replace the existing Voice Logging, Analytics, and CDR pages. This consolidation will provide you with a unified platform, ensuring you can effortlessly access and utilize all these powerful features in one centralized location!