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The Centralino is Ecco’s phone channel: the AI answers every incoming call, holds the conversation, and logs it for you to review.

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Getting Connected

Ecco provisions a VoIP number for your property during onboarding. If you’d rather keep your existing business number, forward calls to it instead — no new number for guests to learn.

Using Your Own Business Number

Full setup guide: configure the Groundwire app and call forwarding so your existing number rings straight into Ecco.
Once calls are flowing, the phone channel lives in two places in the dashboard: Conversations (where calls show up) and Configuration (how the AI sounds and when it answers).

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The Conversations Page

Call List

Every call appears in a table with an AI-generated title, a color-coded category badge (e.g. Reservation Inquiry), date/time, and duration. Search by free text (2+ characters), filter by category or time period.

Call Detail

Click a row to open the audio player, transcript, and AI summary side by side. The transcript highlights in sync with playback. On hotels with sharing enabled, you can generate a shareable link to the recording.
When browsing the dashboard in a different language, the title and summary are automatically translated on-the-fly, while the raw original data stays untouched.

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The Configuration Page

This is where you set the AI’s voice, personality, and hours for the phone channel.

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Voice & Personality

SettingDescription
Property NameThe name the AI uses internally to refer to your establishment during conversations.
Assistant NameWhat the AI introduces itself as (defaults to your user’s first name).
Voice SelectionChoose from a curated set of ElevenLabs voice profiles (e.g., “Veda Sky - Female”), available in each supported language.
Greeting TextThe opening message the AI recites the moment it answers. Use the {{businessName}} template variable for automated framing!
Default LanguageItalian, English, Spanish, French, German, Dutch, or Chinese.
A Voice Preview button lets you hear the selected voice read your greeting before saving.
Click Save to persist your changes to the live agent.

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Hours & Schedule

The AI answers calls 24/7, ignoring the weekly schedule.
The AI is muted and will not answer any calls.
The AI answers only during the valid time blocks defined in your weekly pattern (Monday through Sunday, multiple blocks per day).
Schedule exceptions let you override the weekly pattern for specific dates — holidays, closures, or extended hours — without touching the standard routine.

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Common Questions (FAQ)

Some calls may not have recordings if the call was exceedingly short or experienced a technical routing issue before establishing a solid connection. The message “Audio unavailable” will be displayed.
The summary is AI-generated and may occasionally miss subtle human nuances. The full transcript and raw audio are always available for verification.
Yes — see Using Your Own Business Number for the full Groundwire and call-forwarding setup.