Enable Voice add-ons

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Voice and WebRTC add-ons extend the capabilities of your voice solutions. The following table lists the available add-ons, which products support them, and the events that trigger usage charges.

Add-ons	Supported products	Usage charging trigger
Recording and recording storage	IVR API Number Masking API WebRTC SDK Call Link Calls API Call Routing Broadcast Conversations Moments	Recording session is completed successfully and the recording file is available. Recording file is stored on Infobip cloud storage for more than one hour.
Recording (video) composition	Any WebRTC video call with at least two video participants where recording composition is requested. Any request for post-composition of a recording where at least two participants had video streams enabled.	Video composition is requested and completed successfully.
Automated machine detection (AMD)	Advanced Voice Message API Click-to-Call API Number Masking API IVR API Calls API Broadcast Moments	AMD is performed successfully on an answered call.
Conferencing	Calls API WebRTC rooms Call Link room calls	At least three participants join the same conference or room.
Audio streaming	Calls API (media streaming) Calls API (WebSocket endpoint) Call Routing (WebSocket endpoint)	Streaming has started.
Speech capture	IVR API Moments Calls API	Speech capture is initiated.
Speech transcription	Calls API	Speech transcription started.
Text-to-speech	Single Voice Message API Multiple Voice Message API Advanced Voice Message API IVR API Click-to-Call API Calls API Broadcast Moments Conversations	Neural text-to-speech voices are used. Standard TTS voices are not charged.

Recording [#recording-add-ons-and-options]

With the Recording add-on, you can record all voice and video communications, whether you chose to record the whole conversations or part of these.

You can activate Recording in different places depending on the voice and video solution you use:

During voice action setup on voice number: when configuring your Voice number, various voice actions (Forward to IVR, Forward to Phone, Forward to SIP, and so on) come with the ability to automatically record the inbound calls and any child call that would be connected to it.
When creating a Broadcast over the voice channel.
When a new SIP trunk has been created over the portal, selecting that trunk allows you to activate the recording of all traffic going through it.
When creating a new webRTC token for one of your webRTC users.
When using Calls API, the recording of Calls, Dialogs, and Conferences can be started and stopped at any time with the recording API methods.
When using Click to Call, IVR, or Advanced Voice Messages APIs, as optional parameters for your requests.

The Recording facility includes 3 complementary add-ons:

Recording: whether your account is allowed to trigger voice and video call recordings.
Recording Storage: required if your account does not use the Infobip SFTP facility.
Video composition: required if you plan to have video conferences or rooms with multiple participants, and when all participants' recordings should be merged into a single media file.

IMPORTANT

Certain types of Voice and WebRTC calls and call recordings might be subjected to specific country regulations. Before you set up and start using Voice and WebRTC, make sure you have checked the country telecom regulations.

Infobip Cloud or SFTP [#infobip-cloud-or-sftp-add-ons-and-options]

You may choose to have all your voice and video recordings stored on the Infobip own cloud storage, or immediately pushed to your SFTP server once the recording is complete.

Your SFTP server address and credentials can only be set up in the web interface in the Settings section under the Recording section of the Voice channel application.

NOTE

If your SFTP server is unreachable, recording files will be discarded and not stored on the Infobip cloud storage.

Retrieve voice and video recordings from your account [#retrievevoice-and-video-recordings-from-your-account-add-ons-and-options]

You can find Voice and video recordings on your account, under the Recordings section of the Voice channel application.

Recordings are split into 3 different categories:

Calls	Recordings of single-leg calls, typically used by: Calls API applications implementing any user-defined scenario where the end user is only interacting with the application Voice message recording IVR recordings
Conferences	Recordings of multi-party calls (2 participants or more), typically used by: Calls API applications using the connect or conference API methods to connect 2 or more participants Infobip Conversations, the Infobip Contact Center as a Service solution. Note that Conversations customers are strongly advised to check their recordings from Conversations as the Voice recording page does not include any metadata (conversationId, agent name or Id, and so on.) related to Conversations. WebRTC 1-on-1 and webRTC Rooms. Recordings from voice messages and IVR, when a call forwarding was performed and 2 participants were connected.
Dialogs	Recordings of 2 party calls, typically used by: Calls API applications using the Dialog API method to bridge 2 calls together. Recordings from Forward to Phone setups. Recordings from Forward to IP setups. Recordings from Number Masking sessions. Recordings from IVR, when a call forwarding was performed and 2 participants were bridged together and hangup propagation was activated.

Retrieve voice and video recordings through API [#retrievevoice-and-video-recordings-via-api-add-ons-and-options]

You can retrieve recordings in 2 ways, depending on the Voice API you are using:

For recordings performed with Calls API, see the related product documentation.
For recordings performed with IVR API, check the dedicated search and download methods.

Answering Machine Detection [#answering-machine-detection-add-ons-and-options]

Answering Machine Detection (AMD) is a feature that detects whether a call is answered by a human or by a machine (for example, voicemail answering machine).

AMD is available across many Infobip voice solutions, including:

Over API:
- Calls API
- Advanced Voice Message API
- IVR API (outbound IVR)
- Click to Call
- Number Masking
Infobip web interface:
- Broadcast
- Moments using Flow

AMD works by analyzing the first few seconds of audio after a call is answered. Typically, it requires 3.74 seconds of audio to determine whether a human or a machine has answered. Depending on the Infobip product used, it may be possible to vary the analysis time. For example:

Shorter detection times (as little as 1 second, such as with Calls APIs) are useful where the goal is to identify voicemail pickup quickly
Longer detection times (up to 5 seconds) improves the accuracy of distinguishing between humans and machines

Conferences [#conferences-add-ons-and-options]

The Conferencing add-on is required to use Calls API Conferences and WebRTC Rooms.

Text-to-speech [#text-to-speech-add-ons-and-options]

Text-to-speech (TTS) converts a written message into an audio file. The platform plays the audio file to your customers through the voice and video product or API. You can use TTS for both promotional and transactional traffic without pre-recorded audio files.

For text-to-speech conversion, Infobip offers more than 100 languages and accents. A full list of supported languages is shown in the Speech languages reference.

Speech Synthesis Markup Language (SSML) is supported with text-to-speech. For more information, see SSML support.

Speech capture [#speech-capture-add-ons-and-options]

Infobip Speech Capture feature collects end-user’s speech and returns a text with the recognized content. This is available through API in:

IVR API scenarios, with the capture action type
Calls API, with the Capture speech method

For more information on the supported languages for speech recognition, see the full list in Speech recognition languages. The reference lists the abbreviation you need to use when selecting a specific language in the API request.

Speech transcription [#speech-transcription-add-ons-and-options]

Infobip Speech transcription is a feature that captures end-user’s speech, similar to Speech capture. It returns a text with the recognized content but it is intended for long duration interactions or for transcribing complete calls.

It is part of Calls API, with the Start/Stop transcription methods.

Enhance recognition for specific words or expressions [#enhance-recognition-for-specific-words-or-expressions-add-ons-and-options]

Depending on the API you use for Speech recognition, you might be offered the opportunity to define key phrases or hints. Key phrases are used to match captured speech.

If the full captured text contains one of the specified phrases, that phrase will be highlighted on the outcome of your Speech recognition action. Each key phrase can contain up to five words and the number of key phrases is unlimited.

Audio streaming [#audio-streaming-add-ons-and-options]

Audio streaming is a feature of the Infobip Calls API platform which allows duplicating (forking) the audio of a call towards an external service of your choice using websocket as the transport protocol.

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