Cenaly Phone: the call window — connection quality, transcript and assistant

During a call Cenaly Phone shows how well you can be heard and helps you run the conversation: it writes a live transcript of both sides, suggests answers from the knowledge base and reminds you what else to ask. It works the same way in the Android, iPhone and Windows apps, in the Cenaly Phone browser extension and in the Admin Panel web phone (“Phone in the browser”).

Which version you need#

What is where:

Connection quality#

Under the call status there is a line with three bars: “Connection 4.8/5 · Excellent”. All apps compute the score with one formula: from audio loss in both directions, delay, jitter and how much audio had to be “made up” in place of missing packets. Colour and word:

In the first seconds of a call, after hold and when the audio stream changes, the line says “Measuring connection…” — there is no score yet, this is not an error.

Tap the line to open the Connection quality sheet. The figures update every second while the call is on: score, loss on receive and at the other side, jitter, delay (round trip), “Restored audio (loss concealment)”, codec, incoming and outgoing bitrate, audio route (direct or via relay) and encryption. If a value is missing, the sheet says “No data yet”, not zero. The score is an estimate from these figures, not a measured MOS.

You can hide the line or show it only when there is a problem: the View button → the call section. The “Connection is unstable” warning stays in any view.

If the connection is poor all the time, check the network with “Cenaly Phone: why it doesn't ring” and “Audio problems”.

Chips under the call status#

A row of chips sits above the call buttons; the buttons themselves have not changed.

• Noise reduction — cleans background noise from your voice, in this call only: the next call starts with the usual setting. A long press (or ⋯ / ⚙ next to it) opens the previous “Noise reduction in this call” sheet. Windows and the extension have no such chip: there the PBX cleans the sound. In the web phone the chip appears only when noise reduction is already running, and it can turn it off.
• Transcript — shows the live text of the call. Off by default.
• Assistant — hints, the checklist and the caller card.

Transcript and Assistant are remembered: whatever you turned on in this call is on in the next one too. Assistant is stored in the call screen View (in the simple view it is off), Transcript — on this device or in this browser (cleared when you sign out).

If you do not have access to the assistant, the law of the location's country does not allow call recognition, or the assistant is turned off for the location, the Transcript and Assistant chips are not shown at all — that means “not available”, not “off”.

Consent to AI. The transcript and hints are made by AI, so the first time you turn them on the app asks for permission (“To turn this on, allow AI help during calls”). After Allow, what you tapped is turned on. The web phone uses the account's consent.

Live transcript#

Lines are labelled You and Other person, each side has its own colour. A phrase that is still being recognised is shown in italics with “recognizing…” and is replaced by the final one. If the assistant joined in the middle of the call, a “Before you connected (summary)” block at the top retells the start, if it could catch up; otherwise “The start of the call wasn't recorded — listening from now on”.

The feed scrolls down by itself. Scroll up to re-read — auto-scrolling stops, and Jump to latest takes you back down.

Hints and checklist#

With Assistant on, the call window shows:

• hints from the location's knowledge base — with Helpful / Not helpful buttons; how the hint base is built is in “Operator assistant”;
• Don't forget — a checklist for the call topic (Order, Booking, Complaint, Question). The assistant works out the topic from the conversation, while it is unclear — “Topic not clear yet”; you can pick it by hand. Items (Date, Time, Number of people, Address noted…) are ticked automatically when they are said, and by hand — your tick wins over the automatic one. A “2 of 5” counter is at the top;
• About the caller — the name or “New number”, how many orders, the next booking, whether a callback is pending. Shown when there is no CRM customer card;
• the line “Assistant paused: the AI balance has run out” if the AI credits ran out during the call. The call goes on, hints do not, until the end of the call.

The assistant on your own call#

If the location listens to calls automatically (that is how the assistant is set up in the Admin Panel), the transcript and hints come by themselves, and the chips only show or hide the panels for you. Turning a chip off does not stop recognition — the owner turned it on, and it continues for the call recording and review.

If the location does not listen to calls itself, turning on Transcript or Assistant connects the assistant to your call — only to yours and only if it is allowed. The line “Connecting the assistant…” appears under the chips, and the first lines come in a couple of seconds. To disconnect it, turn both chips off; a connection made by the location or by a manager from the PBX board cannot be removed this way.

Why a chip does not turn on#

After a tap the reason appears under the chips in words, and the chip goes back to off:

What the owner sets up#

• The location's assistant is turned on in the Admin Panel: Calls → AI assistant → the Call tab (see “Operator assistant”). There, under Audio sources, the “Calls through our telephony (SIP)” checkbox decides whether calls of your own PBX are listened to automatically.
• Staff rights: access to the Calls or AI assistant section in the position. Without it there are no assistant chips.
• AI balance: recognition and hints use AI credits per minute of conversation.
• Your own PBX: the assistant in the call window works with calls of your own Cenaly PBX. For a staff member to connect the assistant to their own call, the PBX must be updated.

What is stored#

The call text in the call window lives only in the app's memory until the call ends: it is not saved on the phone or computer and is not written to logs. After the call the full transcript is in the call card in Calls, if recording and recognition are on for the location. Connection quality figures are not stored anywhere either.

Limitations#

• Works with calls of your own Cenaly PBX. The assistant does not hear calls through a mobile operator or third-party PBXs (for other telephony there is the Cenaly bridge, see “Operator assistant”).
• On iPhone with a cenaly.ru account there are no Transcript and Assistant chips yet.
• Noise reduction by chip — only on Android, iPhone and (turning off) in the web phone.
• The call window labels are translated into all app languages; this article is in Russian and English.

FAQ#

Does the other person hear the hints?#

No. Only you see the hints, the checklist and the transcript.

Why is the score “Good” when I hear the other person perfectly?#

The score covers both sides: if audio from you to the other person gets lost, the score drops even when everything is clear on your end. Open the Connection quality sheet — loss on receive and at the other side is shown separately.

If I turn Assistant off, will the call stop being recorded?#

No. The chip controls only what you see. Recording and recognition turned on by the location owner continue.

How much does it cost?#

The quality line and noise reduction are free. The transcript and hints use the account's AI credits per minute of recognition, like the assistant in the Admin Panel.

Related sections#

• Operator assistant — the hint base, settings and the assistant screen in the Admin Panel
• Cenaly Phone for iPhone: dialing, the call and the call log
• Cenaly Phone: why it doesn't ring
• Telephony
• Calls: recordings and speech analytics