Grouped by topic. Short answers with links to the detailed page for each.
Security
Where is our data stored?
Where is our data stored?
Primary storage is in Europe for South African and EU customers, North America for US customers, Asia-Pacific for APAC customers. All customer data is encrypted at rest with AES-256. See Security & Compliance.
Are call recordings encrypted?
Are call recordings encrypted?
Yes. AES-256 server-side encryption in object storage.
Who can access our recordings?
Who can access our recordings?
Only users in your workspace with the correct role-based permission. Support staff do not have routine access to customer recordings. Access events are logged.
Is consent captured for recording?
Is consent captured for recording?
Recording can be disabled per agent. If recording is on, most customers configure the agent’s first message to disclose it. POPIA and GDPR acceptable with appropriate notice.
How are credentials managed?
How are credentials managed?
SIP trunk passwords are stored in a hardware-backed secrets vault. Never logged. Never visible to support staff. Rotatable on demand.
Do you have SOC 2?
Do you have SOC 2?
SOC 2 Type I is in progress. Type II is on the roadmap. Compliance attestation available to Enterprise customers on request.
Are you HIPAA compliant?
Are you HIPAA compliant?
Not currently certified. Medical practice customers in the US should consult their compliance team. SA medical customers are typically governed by POPIA plus HPCSA guidance, which AiSky aligns to.
Is PCI scope a concern?
Is PCI scope a concern?
No. AiSky does not process or store cardholder data. If your AI agent captures card information for a separate payment flow, design that flow with PCI scope in mind.
Can you provide a pen test report?
Can you provide a pen test report?
Yes, under NDA on Enterprise plan. Third-party penetration tests are commissioned annually.
Voice quality
What codec priority is used?
What codec priority is used?
G.711 u-law first, G.711 A-law second, G.722 HD third. G.729 available on request.
Is there echo cancellation?
Is there echo cancellation?
Yes, built into the SIP ingress. Works in conjunction with your PBX’s echo cancellation; usually only one side should apply it to avoid double-processing.
What's the expected MOS?
What's the expected MOS?
Above 4.0 in normal network conditions. Measured per call.
What's the typical mouth-to-ear latency?
What's the typical mouth-to-ear latency?
Under 250 ms for most paths. South African customers connecting to European ingress: typically 120 to 150 ms.
How much packet loss can it tolerate?
How much packet loss can it tolerate?
Up to 1% packet loss is compensated via PLC (packet loss concealment) with no audible degradation. Above 3% becomes noticeably choppy.
Does the AI handle accents?
Does the AI handle accents?
Yes. The AI is trained on a wide range of English accents and handles South African, British, Australian, American, and Indian English naturally. Very heavy regional accents may require prompting tweaks.
Call handling
Can the AI detect voicemail?
Can the AI detect voicemail?
Yes. The
detected_voicemail tool fires when the AI recognises a voicemail greeting, and optionally speaks a configured message before hanging up.What's the maximum call length?
What's the maximum call length?
300 seconds default, configurable up to 14,400 seconds (4 hours) per agent.
What happens if the caller says nothing?
What happens if the caller says nothing?
Silence timeout (30 seconds default) triggers a prompt: “Are you still there?” A second silence triggers graceful hangup.
Can callers press digits for account numbers?
Can callers press digits for account numbers?
Yes, DTMF receive is supported. The AI can prompt for DTMF input and capture it.
How many concurrent calls can an agent handle?
How many concurrent calls can an agent handle?
Configurable per trunk. Default 10, maximum 1000. Each agent can serve all concurrent calls simultaneously.
Does the AI remember repeat callers?
Does the AI remember repeat callers?
Yes, if CRM integration is configured. The AI can look up a caller by phone number and personalise the greeting and routing.
IVR and receptionist replacement
Can it replace our DTMF IVR?
Can it replace our DTMF IVR?
Yes. That’s a primary use case. See Replacing Your IVR.
Can it still send DTMF to downstream systems?
Can it still send DTMF to downstream systems?
Sending DTMF from the AI is on the roadmap. Today, if you need the AI to punch digits through a downstream IVR, that’s not supported.
Can it handle multi-language conversations?
Can it handle multi-language conversations?
English is primary. Limited support for other languages via voice configuration. Contact us for specific requirements.
Can we keep our human receptionist as backup?
Can we keep our human receptionist as backup?
Yes. Common deployment pattern: AI handles first touch, transfers to receptionist for anything it can’t handle.
Integration
Does it work with our PBX?
Does it work with our PBX?
If your PBX speaks standard SIP (RFC 3261) and supports REFER (RFC 3515), yes. See the integration guides.
Can it transfer to external numbers?
Can it transfer to external numbers?
Yes, via the PSTN transfer flow.
Can it queue calls?
Can it queue calls?
Transfers to your PBX queue work. AiSky doesn’t implement its own queue; it uses yours.
Does it integrate with HubSpot / Salesforce?
Does it integrate with HubSpot / Salesforce?
Yes via webhooks and the MCP server. Pre-built connectors for common CRMs are available via the Integrations section.
Can we write custom tools?
Can we write custom tools?
Yes, Custom HTTP Tools is a Power Tools add-on that lets the AI call your own HTTPS endpoints mid-conversation for routing, lookups, or availability checks. HMAC-signed, rate-limited, SSRF-guarded, full observability log.
Is there an API?
Is there an API?
Programmatic access is currently delivered via the MCP server, connect Claude, Cursor, or any MCP-compatible client. A public REST API surface is on the roadmap; contact support if you need direct HTTP access.
Is there MCP support?
Is there MCP support?
Yes. AiSky is available as an MCP server for integration with AI assistants. See the MCP section.
Observability
Can we see call recordings?
Can we see call recordings?
Yes. Admin users can download recordings from Call Logs.
Do we get transcripts?
Do we get transcripts?
Yes. Every call has a full transcript, searchable in Call Logs.
Is sentiment analysis available?
Is sentiment analysis available?
Yes. Each call is tagged positive, neutral, negative, or flagged.
Can we export to our SIEM?
Can we export to our SIEM?
Yes on Enterprise plan. Syslog, JSON over HTTPS, Splunk HEC, Datadog supported.
What metrics are available?
What metrics are available?
Call volume, duration, transfer rate, resolution rate, sentiment distribution, per-agent comparisons, cost per call. See Observability.
Real-time dashboards?
Real-time dashboards?
Yes, in the AiSky dashboard. Also via Prometheus metrics endpoint on Enterprise plan.
Billing
How are minutes billed?
How are minutes billed?
AI-talking time is billed per-minute. Post-transfer time is on your own telco contract (no double-billing).
Volume discounts?
Volume discounts?
Yes on Enterprise plan. Talk to your account manager.
What if we exceed our plan's minutes?
What if we exceed our plan's minutes?
Overage is charged at the plan’s per-minute rate. Configurable caps available to avoid surprises.
Are there phone number costs?
Are there phone number costs?
If AiSky provisions DIDs for you, yes. BYO-carrier customers pay their own carrier directly.
SLA and support
What's the uptime target?
What's the uptime target?
99.9% monthly. 99.95% and 99.99% available on Enterprise. See Capacity & SLA.
What are the support hours?
What are the support hours?
Standard support 08:00 to 18:00 SAST weekdays. 24/7 on-call for SEV-1 and SEV-2 incidents on Enterprise plan.
What's the incident response time?
What's the incident response time?
SEV-1 (platform-wide voice failure): 15 minutes. SEV-2 (regional or partial): 30 minutes. Full SLA in Capacity & SLA.
How do we escalate issues?
How do we escalate issues?
Email support for standard issues. Enterprise customers have a named account manager and escalation path.
Deployment
How long does setup take?
How long does setup take?
10 to 15 minutes for the technical integration if you have PBX admin access. 2 to 4 weeks for a production rollout including pilot, parallel run, and cutover. See Migration Playbook.
Can we pilot before committing?
Can we pilot before committing?
Yes. Most customers run a 2-week pilot on a test DID or after-hours routing before cutover.
Can we parallel-run?
Can we parallel-run?
Yes. Common patterns: after-hours only, overflow from busy, or single-DID test. See Migration Playbook.
Can we port our existing numbers?
Can we port our existing numbers?
Yes, subject to carrier cooperation and typical porting timelines (7 to 21 business days in SA). Bring your own carrier if you don’t want to port.
What if we want to roll back?
What if we want to roll back?
30-second rollback: revert your PBX inbound rule to the previous target. The AiSky trunk stays configured but idle.
Data and AI
Is our data used to train a global model?
Is our data used to train a global model?
No. Customer calls, transcripts, and knowledge bases are not used to train any shared or public model. Your data is yours.
Where is the knowledge base stored?
Where is the knowledge base stored?
Encrypted at rest in the same region as your other data. Scoped to your workspace.
How does the AI stay current?
How does the AI stay current?
Knowledge base can be updated any time. Changes take effect on the next call. Google Search grounding is available for external facts.
Can we opt out of AI features?
Can we opt out of AI features?
AI is the platform. The telephony layer is the PBX integration and routing. Those can run without AI via simple scripted flows, but that’s not the primary product.
Something missing?
Emailhello@aisky.co.za with your question. We’ll answer, and if it’s common enough, add it here.