Frequently Asked Questions
Here you will find answers to frequently asked questions about VoiSmart solutions, to help you make an informed choice about the product best suited to your needs.
What is a cloud-based VoIP telephone system?
A cloud-based VoIP phone system is a business telephony solution that operates via an internet connection. Unlike traditional phone systems, it does not require any physical hardware on-site: it is managed in the cloud, updated automatically and accessible from anywhere, even remotely. Discover the VoiSmart VoIP phone system.
Can VoiSmart products be purchased by the public sector through the Consip framework agreement?
Yes, VoiSmart products and solutions, such as the VoIP PBX and unified communications services, are available to the public sector under the Consip CT9 Agreement for Fixed Telephony and Unified Communications. This enables public bodies, schools, local councils, local health authorities, and central and local government departments to make purchases in a simplified, transparent manner that complies with tender regulations.
Through CT9, you can access professional VoIP solutions and unified communications services, ensuring integration with existing infrastructure, GDPR compliance and dedicated technical support.
How does a cloud-based VoIP phone system for businesses work?
VoIP PBX software is a call management system that uses VoIP (Voice over IP) technology. The VoiSmart virtual PBX allows you to make and receive calls from any device connected to the network, including desktop phones, softphones and mobile apps, and stands out for its scalability, CRM integration and UCaaS capabilities. Discover the VoiSmart VoIP PBX
What does the Voismart PBX offer compared to other VoIP systems?
VoiSmart PBX is a professional and flexible platform that incorporates advanced features such as: queue management, IVR, call groups, video conferencing, call recording, reporting, smartphone apps and native integration with CRM and Microsoft Teams.
What are the requirements for using Voismart VOIP PBX?
To use a VoiSmart VoIP telephone system, all you need is a stable internet connection and client devices such as IP phones or softphones on PCs and smartphones. There is no need to purchase servers or dedicated hardware: everything is managed in the cloud.
Is a VoIP PBX suitable for SMEs and large companies?
Yes, the Voismart VoIP PBX is scalable and modular, making it ideal for small and medium-sized businesses as well as multi-site organisations, public bodies, schools and local authorities. It can handle anything from a few extensions to hundreds of telephone lines.
Can I use the VoIP PBX remotely or whilst working from home?
Absolutely. VoiSmart PBX lets you work from anywhere: thanks to the smartphone app, the PC softphone and browser access, your staff can receive and make calls just as if they were in the office.
Can I keep my business phone number?
Yes. With VoiSmart VoIP PBX, you can port your landline number (local or national) from any provider without any interruption to the service. Your number remains active and available even after the migration.
How difficult is it to install the Voismart VoIP PBX?
The VoiSmart cloud-based PBX is easy to set up. Installation can be carried out remotely, and our technical support team will guide you through every step of the process: configuration, training and commissioning.
How much do VoiSmart VoIP phone systems cost?
The cost of a VoiSmart VoIP telephone system depends on the number of users, call volume and the features required. Compared to a traditional telephone system, savings can exceed 50%, thanks to the absence of high fixed charges and centralised management.
Can I integrate the Voismart PBX with Microsoft Teams or our company’s CRM system?
Yes. The VoiSmart cloud-based PBX supports integration with Microsoft Teams, CRM systems, omnichannel platforms and Voicebots. Calls can be managed directly from business applications.
Is the VoIP PBX secure? Is call data protected?
Yes. Calls are encrypted using SIP-TLS and SRTP protocols. All data is processed in accordance with the GDPR, and the PBX is hosted in ISO 27001-certified data centres. Secure call recording can also be enabled.
Is it possible to analyse and monitor the use of the company’s virtual PBX?
Yes. The VoiSmart VoIP call centre system provides detailed reports on calls, response times, active agents, queues and SLAs. It is ideal for quality control, call centre management and the optimisation of internal resources.
Does the VoiSmart VoIP PBX also support voice chatbots or AI voicebots?
Yes. The VoiSmart cloud-based virtual PBX can be integrated with AI-powered virtual voice assistants, which are ideal for automating responses, managing bookings, providing 24/7 voice information and reducing the workload on human operators.
What is a chat and video collaboration platform for businesses?
A chat and video collaboration platform enables business teams to communicate in real time via instant messaging, video calls, screen sharing and file sharing. It is an essential tool for improving internal collaboration, particularly in remote working environments and across multiple locations.
What are the key features of the Voismart collaboration solution?
Voismart offers a comprehensive suite featuring:
- Real-time business chat
- HD video meetings and screen sharing
- Management of groups and topic-based channels
- Conversation and document archive
- Integration with calendars and productivity tools
Find out more about chat and video collaboration.
Are Voismart video calls and chats secure?
Yes. Communications are end-to-end encrypted and managed in secure, GDPR-compliant data centres. Access is controlled via authentication, and data is protected by corporate security policies.
Can I use the chat and video collaboration platform remotely or on the go?
Absolutely. The Voismart collaboration platform can be accessed from any device: PCs, tablets and smartphones. You can take part in meetings and conversations even when you’re out of the office, without any interruptions.
Can the platform be integrated with the telephone PBX or other business tools?
Yes. The Voismart chat and video conferencing platform is integrated with the VoIP PBX, corporate CRM systems and omnichannel solutions, enabling unified management of internal and external communications.
Can you share files and documents within the chat?
Yes. You can share files, images, links and documents directly within the conversation, with centralised storage and secure access from any device.
Do I need to install any software to use Voismart’s chat and video conferencing features?
No, that’s not necessary. The platform can be accessed via a web browser, without the need to install anything. However, a desktop and mobile app is also available for those who prefer more direct access.
Can I record a video conference?
Yes. Video conferences can be recorded (if this feature is enabled) and saved for later viewing or to share with those who were unable to attend.
How many people can join a video call?
The platform supports video conferences with dozens of participants, with no strict limits. The maximum number depends on the plan you have chosen and your company’s specific requirements.
Why choose Voismart for business collaboration?
Perché offriamo una soluzione unificata, integrabile con telefonia, customer service e CRM, semplice da usare, sicura e progettata per migliorare la produttività nei team distribuiti. Una suite completa per la comunicazione interna ed esterna in un’unica piattaforma cloud.
Is web video chat available for meeting rooms?
Yes: we integrate video conferencing tools, including chat, screen sharing and recording.
How many users can the video conference accommodate at the same time?
It depends on the plan: options range from small meetings to team collaboration sessions with dozens of participants.
What is an AI virtual assistant?
An AI virtual assistant is intelligent software capable of interacting with users in a natural way, via voice or text. It can answer frequently asked questions, provide support, automate processes and enhance the customer experience, 24/7.
What is an AI voicebot and how does it work?
A Voicebot is an AI-powered voice assistant capable of understanding natural language and responding verbally in real time. It can be integrated into VoIP PBX hotlines or telephone services to handle incoming calls automatically. The AI Voicebot answers frequently asked questions from callers during calls, takes bookings and collects useful information, thereby supporting operators in managing high call volumes.
Can I integrate a VoiceBot into my Voismart VoIP PBX?
Yes. The Voismart voicebot integrates natively with the cloud-based telephone system, enabling you to automate the telephone reception process, answer voice-based FAQs, route calls and collect useful voice data.
Can the VoiceBot transfer a call to a specific extension?
Yes, the VoiceBot AI virtual assistant is able to recognise specific requests and, if configured, can transfer calls to an extension on the VoiSmart PBX. This feature is useful for complex or bespoke requests that require human intervention.
Can the VoiceBot be customised?
Yes, it can be fully customised to suit your business needs, the language used and the desired operational workflows.
Can the VoiceBot handle bookings and FAQs?
Yes, thanks to AI, the VoiceBot understands natural language, responds to requests and books appointments from the calendar.
What if the VoiceBot doesn’t understand?
If the user does not understand or wishes to speak to a human operator, the If the user does not understand or wishes to speak to a human operator, the call is transferred to a human operator with the full context.
How is the AI VoiceBot trained?
The VoiSmart VoiceBot is trained using a system that focuses on frequently asked questions and conversation flows tailored to the company’s needs. It can be programmed to understand specific intents, gather information, manage bookings and interact according to customised scripts.
Does the customer receive a confirmation when they book an appointment with the VoiceBot?
Absolutely. When a customer books an appointment via the Voismart VoiceBot, they receive an automatic confirmation notification. Confirmations are sent via the selected channels, such as SMS or WhatsApp, to ensure maximum clarity and reliability.
In which languages can the VoiSmart VoiceBot respond?
Voismart’s multilingual AI VoiceBot currently supports:
- Italian
- English
- German
- French
- Spanish
- Arabic
This enables companies to offer automated customer service to international or multi-ethnic customers, making it ideal for businesses with a global presence.
How many calls can the VoiceBot handle at the same time?
The VoiSmart VoiceBot acts as a virtual operator: it connects to your VoIP PBX and uses a dedicated extension. The handling of multiple calls is managed by the PBX itself, which can be configured to accept several calls simultaneously, depending on your resources.
Is the sending of appointment notifications included in the cost of the service?
The cost of sending notifications via SMS or WhatsApp may vary depending on the plan you choose. Some plans include a certain number of free notifications per month; additional charges apply once this limit is exceeded. Please contact us for a personalised quote.
Through which channels does the VoiceBot send notifications?
The VoiSmart VoiceBot sends appointment confirmation notifications or reminders primarily via:
- SMS
This multi-channel integration ensures that customers receive the information quickly and securely, via their preferred channel.
What is the difference between a chatbot and a voicebot?
- The Chatbot interacts via text (e.g. on a website, WhatsApp, Messenger).
- The Voicebot uses voice to interact during phone calls or on voice-enabled devices.
Both use AI and NLP (Natural Language Processing) to understand users’ queries.
What is the Voismart omnichannel platform and how does it work?
The VoiSmart omnichannel platform centralizes all communication channels (web chat widget, WhatsApp, Telegram, email, social media, and SMS) into a single web interface. With support from both human agents and AI, it enables efficient, automated, and customizable management of customer conversations, 24/7.
Can I integrate the omnichannel platform with my CRM or business management system?
Yes. The platform supports integrations with all major CRMs and management systems, including non-Google-based ones (such as Microsoft 365, Zoho, HubSpot, Salesforce, etc.). Available APIs allow easy and secure synchronization of data, appointments, contacts, and conversations.
Does the platform support integration with WhatsApp and Telegram?
Absolutely. You can easily connect WhatsApp Business and Telegram accounts and manage all conversations from a single dashboard, allowing operators or AI agents to respond in real time without switching platforms.
How does the handover between AI agent and human operator work?
The platform is designed for smooth collaboration between AI and human operators. The AI agent automatically handles simple or frequent requests. When needed, or upon user request, the conversation is seamlessly transferred to a human operator without interruption.
Can the AI virtual assistant be integrated with ChatGPT?
Yes. The AI agents integrated in the platform can be connected to advanced models like ChatGPT, customized to respond based on company documentation, ensuring relevant, up-to-date, and brand-consistent answers.
Can I add a live chat to my website?
Yes, fully configurable in terms of colors, logo, automated messages, and availability hours. The live chat is managed through the omnichannel platform alongside other channels.
How is data privacy handled under GDPR?
All data processed by the VoiSmart platform is fully compliant with the General Data Protection Regulation (GDPR). Customer data is not public, but stored in secure, encrypted environments accessible only to authorized personnel. A Data Processing Agreement (DPA) and data location information can be provided on request.
How long does it take to implement the omnichannel platform?
Activation is quick: within a few days, you can integrate the desired channels, configure automated flows, and enable the chat widget on your website. Our team provides support throughout the entire setup and training phase.
Can I manage multiple companies or brands from a single panel?
Yes. The VoiSmart platform supports multi-tenant management, allowing different brands, companies, or departments to be managed from a single centralized interface — useful for contact centers, business groups, or customer care agencies.
What kind of reports and analytics does the platform offer?
You’ll have access to detailed reports on conversations, agent performance, response rates, most-used channels, conversational KPIs, and customer satisfaction metrics. The panel offers customizable dashboards for complete, real-time control.
Does the platform work on smartphones and tablets?
Yes. All omnichannel platform features are also accessible on mobile devices, ensuring operational flexibility on the go. The interface is responsive and optimized for mobile browser use.
Do VoiSmart virtual assistants learn over time?
Yes. VoiSmart AI virtual assistants are based on machine learning and can improve responses over time by analyzing conversations and adapting to new scenarios and user questions.
Can I customize the conversation flow?
Yes. The VoiSmart omnichannel chatbot platform allows you to create custom conversational flows with conditional responses, CRM or business database integrations, and multi-step chatbots.
Can I view reports and statistics on omnichannel activity?
Yes. VoiSmart provides detailed reports on interactions, intents, response rates, escalations to operators, and other KPIs useful for optimizing virtual assistant performance.
Can the chatbot integrate with other business systems?
Yes. VoiSmart chatbots and voicebots can connect to CRMs, ERPs, ticketing software, and marketing automation tools, improving business process efficiency and service personalization.
What is OmniCloudCX and what is it for?
OmniCloudCX is an AI-based omnichannel solution combining an AI VoiceBot assistant and a centralized platform for managing all business communication channels.
What problems does OmniCloudCX solve for businesses?
It reduces response times, automates handling of frequent requests, improves customer experience, and ensures 24/7 service continuity.
How does OmniCloudCX’s artificial intelligence work?
It uses NLP (Natural Language Processing) algorithms to automatically understand and respond to voice and text requests — even complex ones — drawing on customized documentation provided by the client.
What does “omnichannel platform” mean?
It’s a tool that centralizes the management of various business channels — such as web chat, WhatsApp, email, SMS, social media, and Telegram — in a single interface to help agents handle support requests.
Which channels does the VoiSmart omnichannel platform support?
- Telegram
- Facebook Messenger
- SMS
- Website live chat
- Other social channels
How does the automated flow builder work?
It allows you to create no-code or low-code conversational flows to automate lead collection, frequently asked questions, or routing to an agent.
Is it possible to use both human and virtual agents?
Yes. The platform supports a hybrid mode: AI handles simple requests while human agents can step in for more complex cases.
Are WhatsApp chats managed by the VoiSmart omnichannel platform deleted?
WhatsApp conversations managed via the VoiSmart platform can be retained based on company settings. They are not automatically deleted: you can keep them indefinitely or define custom data retention policies, in compliance with GDPR.
Which WhatsApp number can I use on the VoiSmart omnichannel platform?
To configure WhatsApp Business, you need a phone number that has never previously been associated with a personal or business WhatsApp account. The number must be dedicated to the activation of the official conversational channel.
Does the VoiSmart omnichannel platform integrate with major CRMs and management systems?
Yes, the VoiSmart platform is compatible with all major CRMs and business management systems, even those that do not use Google Calendar. Thanks to advanced APIs and integration modules, you can synchronise data, contacts, appointments and workflows from third-party software such as Microsoft Outlook, Salesforce, Zoho, HubSpot, TeamSystem and others.
Is conversation data protected and compliant with the GDPR?
Yes. The VoiSmart omnichannel platform is designed to be fully GDPR-compliant. All conversation data is stored in secure, encrypted environments; it is never made public and is accessible only to authorised personnel. The company may request a DPA (Data Processing Agreement) and choose the geographical location where the data is stored.
How does a captive portal for Guest WiFi work?
A captive portal is a web page that appears automatically when a user connects to a public WiFi network. The user must authenticate (via social login, email, SMS, SPID, etc.) and accept the terms and conditions before accessing the internet. It is a fundamental tool for security, data collection and GDPR-compliant consent management, and for launching targeted digital marketing strategies.
How is the price of a Captive Portal for Guest WiFi calculated?
The price of the Guest WiFi Captive Portal varies based on several factors: the network architecture used, the number of access points required, the type of authentication (Google, social, SPID, etc.), the level of graphic customization of the captive portal, and any additional features (such as traffic analytics, CRM integration, advertising campaigns, etc.).
What type of WiFi infrastructure is needed to use the captive portal?
The inPiazza Guest WiFi system is hardware-agnostic: it is compatible with most WiFi vendors on the market (Cisco, Cisco Meraki, Aruba, Extreme Networks, Fortinet, Huawei, Cambium Networks, TP-Link, MikroTik, etc.) and easily integrates with existing infrastructures. The access point simply needs to support redirect to our Captive Portal.
Is Guest WiFi secure? Is data protected?
Yes. All connections are protected by HTTPS encryption protocols. Data collected during access is handled in accordance with GDPR regulations and is collected with the end user’s consent. The Captive Portal also manages logs for regulatory and security purposes.
Can I collect data from users who connect to the WiFi?
Yes. Guest WiFi with Captive Portal allows you to collect contact data (name, email, phone number), segment it by gender or interests (if authentication is via social login with additional data collection), and activate retargeting and marketing strategies. Data can be integrated into the business CRM.
Can I send promotions or notifications to customers who connect to the WiFi?
Absolutely. If the user provides data and grants marketing consent during authentication, you can use the inPiazza platform’s marketing tools to run marketing campaigns sending emails, SMS, or WhatsApp messages after connection, or send proximity messages via digital passes when the user returns to the area.
Can I customize the captive portal’s appearance?
Yes. You can fully customize the captive portal interface: logos, colors, layout, text, promotional banners. It’s also possible to create different experiences based on location or service type (Guest, Suppliers, Employees), ensuring maximum operational flexibility.
Does the Guest WiFi system work outdoors?
es. The Captive Portal works both indoors and outdoors. The access points simply need to cover the area and point to the Captive Portal itself. The solution is ideal for town squares, events, festivals, beaches, public parks, campsites, and other public areas.
How difficult is it to install the WiFi captive portal?
Installation is simple and guided. If you already have a WiFi infrastructure, access point configuration will suffice. Alternatively, we can provide Gateways to interface your infrastructure with the system without modifying access point or controller settings. Our support team assists you through every step of the setup.
Can the captive portal be integrated with external systems (CRM, management software, PMS)?
Yes. The platform is API-ready and supports integration with CRMs, PMS, marketing automation systems, hotel management, or loyalty programs. The MobiMESH inPiazza Captive Portal can write data collected via WiFi to client systems (CRM, etc.); furthermore, through existing connectors or third-party API integration, it can allow users to log in with CRM credentials to unify the user experience. Collected data can be imported in real time for commercial actions or business intelligence analysis.
How does login work for students using Google/Microsoft?
The platform integrates with Google Classroom or Azure AD: students and teachers log in with existing school credentials, without needing to create separate accounts. Teachers also have a dedicated dashboard where they can manage student access during school hours, in a flexible and precise way.
Can WiFi access be restricted during tests or assignments?
Yes. Teachers can enable/disable access for individual classes or students via the teacher panel.
How does the Passpoint protocol work?
Passpoint is the evolution of WPA2-Enterprise for secure access to next-generation networks. Through Passpoint, users obtain a network access profile enabling authenticated and encrypted connection.
What is Passpoint inPiazza and how does it work?
Passpoint inPiazza is VoiSmart’s automatic, secure, and seamless WiFi access solution. Users can access, via a self-management panel or Captive Portal, the download of their own Passpoint profile. Once the Passpoint profile is installed on their device, the user automatically connects to the enabled WiFi network whenever they are within range, without needing to re-enter credentials or authenticate via portal.
What network policies are applied to users with a Passpoint profile?
Users connecting via a Passpoint profile can be subject to customized network policies, such as bandwidth limits, content filtering, QoS priority, and segmented access. All policies are manageable via the centralized control panel to ensure optimal performance and security.
Can a user delete the Passpoint profile installed on their device?
Yes, a user can remove the Passpoint profile at any time from their device settings. However, once deleted, the device will no longer connect to the WiFi network. To reconnect, a new Passpoint profile must be downloaded.
What happens if a user downloads the same Passpoint profile twice?
If a user downloads the same Passpoint profile more than once, the device will handle the configuration automatically, keeping the most recent and valid profile. No conflicts or connection issues are generated, though it is good practice to avoid duplicate installations.
If a user is connected to another WiFi network, will they automatically switch to the Passpoint network?
Yes. Once the Passpoint profile is installed, the device will be able to automatically recognize the compatible network and preferentially connect to it, according to the device’s operating system priority settings.
Do users with a Passpoint profile connect automatically when entering the covered area?
Yes. The main advantage of the Passpoint inPiazza system is the automatic and immediate connection to the WiFi network as soon as the user enters the coverage area, with no manual action required. This significantly improves user experience and loyalty.
What is the difference between Passpoint and Hotspot 2.0?
Hotspot 2.0 is the technological standard on which Passpoint is based. Passpoint represents its commercial implementation, with advanced features including automatic provisioning, secure authentication, WiFi roaming, and centralized profile management.
Why is Passpoint more secure than traditional WiFi hotspots?
Passpoint uses advanced security standards such as EAP (Extensible Authentication Protocol), end-to-end data encryption, and digital certificates, making it far more secure than a standard open public WiFi network with captive portal. It guarantees secure authentication and protection against man-in-the-middle attacks.
Can a user who has installed the Passpoint profile still connect if they are removed from the system?
No. If a user is removed or deactivated from the management system, their profile will lose validity and they will no longer be able to connect to the network, even if the profile is still present on their device. This allows for precise access control.
Which devices are compatible with the Passpoint profile?
The Passpoint profile is compatible with most modern devices: Android smartphones, iPhones (iOS), tablets, and laptops that support the Hotspot 2.0 / Passpoint standard. No app is required: simply download the profile from a browser.
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