This article covers the settings that make Jiminny Voice work the way you and your team need it to: installing the Jiminny Sidekick, choosing what number your customers see when you call them, how call recording is controlled across your organisation, and what to do to get the best call quality. Most steps are per-user. Recording settings are admin-only and are marked as such.
Before you start
You need the Jiminny Sidekick installed in Chrome. Sidekick is where you dial from, send texts, take timestamped notes and log activity to your CRM.
Changing recording settings requires admin access to Organisation Settings.
Installing Sidekick
Install the Jiminny Sidekick from the Chrome Web Store.
Open Sidekick from your Chrome toolbar and log in.
Once you are logged in, the Sidekick icon turns pink. You can then move between Home, Contacts, Messages, Meeting and Live Coach.
For what Sidekick does beyond dialling, see What is Sidekick?
Where you can dial from
Once Sidekick is installed you have three ways to start a call:
From Contacts in Sidekick — search your CRM leads and contacts, then choose to call through the web, forward the call to your mobile, or send a text. See Jiminny Voice - Sidekick Communications.
From any website — highlight a phone number, right-click, and choose a Jiminny Sidekick option. Useful when the number is not in your CRM yet. See Dial/text directly to a number from any website.
From your CRM — use the native Jiminny Call button. See Dialling directly from your CRM and Place calls in Salesforce with Jiminny Voice.
Note: You must select an Activity Type in Sidekick for a call to log to your CRM. See Logging calls via Sidekick.
Setting your caller ID
By default, your caller ID matches the number assigned to you when your account was set up. If you want every contact with a customer to come from a single, consistent number instead, set a custom caller ID:
Open your Softphone settings under your profile.
Under Recording, toggle on Use Custom Caller ID.
Enter the phone number you want to use as your caller ID.
Click Save.
If the number has not been verified before, Jiminny's automated system calls it. Answer the call and enter the digits shown on your screen using your phone's dial pad. Once verification completes, your chosen number shows as the caller ID on your calls.
Note: Calling internationally can affect what you are charged. See Will I be charged for international calls?
The same number is used for text messages if you have SMS enabled — see Getting started with SMS.
Managing call recording (admins)
Recording behaviour for Jiminny Voice is set at organisation level, so your recording practices stay consistent across the team. Outbound and inbound calls are controlled separately.
Outbound and inbound call recording
Choose one of three options for each call direction:
Option | What it does |
On by Default | Calls start recording automatically. Users cannot change this. |
Off by Default | Calls do not start recording automatically. Users cannot change this. |
Rep's Decide | Each user sets their own preference in their Softphone settings. |
On by Default is the simplest choice if every call should be recorded. Choose Rep's Decide when different people on the team have different needs.
In all three cases, users can still start recording manually during a call that is not already recording.
Inbound recording options only apply if inbound calling is set up for your organisation. See Inbound Calling Setup and Using Jiminny for inbound calls.
Recording Compliance Mode
Recording Compliance Mode lets you set governance rules based on area codes and international prefixes, so recording follows the privacy laws that apply where you are calling. Use this where consent requirements differ by region.
For the detail on what those requirements mean in practice, see Meeting recording consent and Two-party consent recording options.
Note: Changing recording settings applies to future calls only. Recordings already captured are not affected.
Getting the best call quality
Two things account for most Jiminny Voice call issues:
Use a wired connection. If you dial using Computer Audio, connect your computer to the network over Ethernet rather than Wi-Fi wherever you can.
Set your caller ID. Customers are more likely to answer a number they recognise.
If audio is dropping or your microphone is not picked up, see Having trouble with your microphone? and Problematic Extensions.
FAQ
1. Can I use a mobile number as my caller ID? Yes, as long as you can answer that number to complete verification.
2. Do I have to verify my caller ID number every time I change it? Only if the new number has not been verified before. Previously verified numbers can be selected again without repeating verification.
3. My admin has set recording to Off by Default. Can I still record a call? Yes. You can start recording manually at any point during the call.
4. Can I dial a number that is not in my CRM? Yes. Use the dial pad in Sidekick, or highlight the number on any website and right-click. You can then associate the call with an existing contact, lead or account when you log it.