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Overview#
The Duty of Care Telephony module provides VoIP integration for the Duty of Care system, supporting voice calling, call recording, and AI-powered transcription with sentiment analysis for welfare check and supervision workflows.
Key Features#
- VoIP configuration and call management for duty of care operations
- Outbound call initiation and call record tracking
- Call recording with secure storage and playback
- AI-powered call transcription with full transcript generation
- Sentiment analysis to assess caller emotional state
- Key point extraction and AI-generated call summaries
- Named entity recognition identifying people, places, and organisations mentioned in calls
- Language detection and transcription confidence scoring
- Programmable API access for all telephony operations
Transcription Features#
| Feature | Description |
|---|---|
| Transcript | Full call transcription |
| Summary | AI-generated summary |
| Sentiment | Sentiment analysis |
| Key Points | Extracted key points |
| Entities | Named entities (people, places, organisations) |
| Language | Detected language |
| Confidence | Transcription confidence score |
Use Cases#
- Conducting recorded welfare checks with automatic transcription for case documentation
- Analysing caller sentiment during supervision calls to identify risk indicators
- Generating AI summaries of duty of care calls for supervisor review
- Maintaining auditable records of all telephony interactions within duty of care workflows
Integration#
- Connects with duty of care incident management for call-related incident tracking
- Integrates with voice assistant capabilities for enhanced call features
- Feeds into duty of care audit logging for complete call audit trails
Last Reviewed: 2026-02-05