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Manage your voice assistant

With Voice Assist, Nikki, the human telephone assistant, answers your calls on weekdays from 8 a.m. to 7 p.m. to ease your workload. Outside these hours, your calls will be forwarded to the Voice Assist voicemail.

Switch Voice Assist on and off

Voice Assist is a chargeable service. Your company's administrator must activate the service before you can use it. You can also download the Voice Assist activation guide.

You can use Voice Assist both on a mobile (via the app) and on a landline, including abroad. We recommend using the app to personalize Voice Assist.

On a mobile
  1. Download and install the app.

    Apple storeAndroid store

  2. Give the app permission to make and manage calls and access your contacts.
  3. On an Android phone, you will immediately receive the message "Setting Registration succeeded - Voice Call Forwarding – All conditional calls" to confirm that call forwarding is activated.
    Do you have an iPhone or is this not the case? Switch off Wi-Fi and mobile data. Key in **004*+3223201200# and press the Call button.

Want to choose when Voice Assist should be activated? Open the app, tap the hamburger menu icon icon, tap Settings and Service On/Off. Choose the desired time period and tap Save.

To switch off Voice Assist completely, key in ##002# Don't forget to reconfigure the call forwarding to your voicemail by calling:

  • Proximus: **61*+32475151516#
  • Base: **61*+32486191933#
  • Orange: **61*5555#
  • Telenet: **61*5555#
On a landline

Do you have a telephone exchange? Configure your telephone exchange to forward calls on busy or unavailable to the number +3223201200.

To switch on Voice Assist on a landline, call *67*+3223201200# just once with your landline phone and do this again for *61*+3223201200#. To switch off Voice Assist completely, key in #67# and #61#.

Use Voice Assist

Import your telephone contacts or calendar

To give the app access to your contacts, open the settings of your mobile phone. Open the list of apps and choose Proximus Voice Assist. You can now give the app access to your Contacts.

To give the app access to your calendar:

  1. Open the Voice Assist app and tap the hamburger menu icon icon.
  2. Tap Calendar and the + sign.
  3. Tap Continue and choose the service (e.g. Outlook, iCloud, Google, etc.) that manages your calendar. Next, enter your e-mail address and password. If necessary, consult with your IT administrator.

Once the app has access to your calendar, you can schedule a callback; the assistant will then send you a reminder a few minutes before the call.

Change your assistant's greeting or language

To change your greeting, proceed as follows:

  1. Open the Voice Assist app and tap the hamburger menu icon icon.
  2. Tap Settings.
  3. Tap My Profile and type your personal greeting at Customize Greeting Text.
  4. Tap Save.

To change the language of your assistant, proceed as follows:

  1. Open the Voice Assist app and tap the hamburger menu icon icon.
  2. Tap Settings.
  3. Choose the language you want at PA language.
  4. Tap Save.
Personalize your voicemail

On weekdays after 7 p.m. and before 8 a.m. and on the weekend, your calls are forwarded to the Voice Assist voicemail.

To personalize your voicemail greeting text, you can record an audio file and send it to voice_assist_proximus@ireachm.com.

Forward your personal calls to your mobile

To make a distinction between your professional and private calls, you can forward your private calls from the Voice Assist app to your own mobile number. You will then no longer receive those calls in the app but simply on your mobile.

To do this, proceed as follows:

  1. Open the Voice Assist app and tap the hamburger menu icon icon.
  2. Tap Contacts and Multiple at the top right.
  3. Checkmark one or multiple contacts and tap Forward contact.
  4. Move the slider beside Forward to number to the right and now enter your mobile number (e.g. 0479123456).
  5. Tap Save.
Block numbers

To block a number, proceed as follows:

  1. Open the Voice Assist app and tap the hamburger menu icon icon.
  2. Tap Contacts.
  3. Tap the pictogram in front of the contact you want to block.
  4. Move the slider beside Do not call to the right.
  5. Tap Save.
Change the ringing time before your calls are forwarded to your assistant

Key in **004* + 32 23 20 12 00*XX# in and press the Call button.

Replace XX by a multiple of 5. The minimum is 05 and the maximum is 60. The default setting is 20 seconds (5 rings), e.g. **004* + 32 23 20 12 00*60#.

This number stands for the number of seconds your phone will ring before the call is forwarded to the assistant.

Send messages to your assistant (e.g. an 'Out of Office')

Update your assistant if you’re going on holiday, are in a meeting, or will not be available for a longer period of time.

To do this, proceed as follows:

  1. Open the Voice Assist app and tap the hamburger menu icon icon.
  2. Tap Messages and then the + sign.
  3. Tap the calendar icon icon at the top right.
  4. Choose a start and end date.
  5. 5. Type a message for your assistant, e.g. "I'm away on holiday. Please contact James at 0479XXXXXX for urgent matters."
  6. Tap Save message.
Change your e-mail address

To change your e-mail address, proceed as follows:

  1. Open the Voice Assist app and tap the hamburger menu icon icon.
  2. Tap Settings.
  3. Tap My Profile and type in your e-mail address at Email.
  4. Tap Save.

Problem-solving

You no longer receive messages from your assistant. What now?

First and foremost, check how your assistant sends you messages. To do this, proceed as follows:

  1. Open the app and tap the hamburger menu icon icon.
  2. Tap Settings.
  3. Tap Notifications.
  4. Check that the options Receive feedback by mail, Receive feedback by SMS and/or Receive feedback by push notification are activated.

Also follow these tips:

  • Still not receiving any e-mails? Check your spam folder.
  • Not receiving any messages in the app? Tap the hamburger menu icon icon and then tap Messages. Make sure your messages are not arranged below the urgent messages which are shown with a red exclamation mark. Urgent messages always appear at the top, which means that recent messages can get lost. You can remove the exclamation mark by swiping to the left.

Is it still not working? Please contact your company's administrator.

Why can't you listen to your voicemail messages anymore?

You receive your voicemail messages by e-mail in the form of an audio file. Try to play back the e-mail with the audio file on another computer or smartphone to rule out any problems with your device. It might be the format of the audio file (.wav) that isn’t recognized by your device. In that case, download the appropriate program to let you open such files.

Is it still not working? Please contact your company's administrator.

Contract & privacy

Limits

Most of the subscriptions have a limit on the number of calls per month. We inform you by e-mail when you have reached this limit. Your service will remain active.

If you reach the limit three times a month, your calls will be forwarded to your voicemail.

We start to count your calls again at the beginning of the following month. Do you reach your limit regularly? In that case we will discuss with your company's administrator whether there is a subscription that would meet your needs better.

Contract duration & termination

Unless expressly stipulated otherwise in writing, the agreements are concluded for a period of 12 months. This term will be tacitly renewed, unless it is ended by one of the parties by registered letter at least 1 month before the expiry date. Users have the possibility of trying out the Voice Assist services free of charge. At the end of this trial period, the user can opt not to continue the collaboration. The user is responsible for stopping the call forwarding to Voice Assist.

A contract with Voice Assist runs for 12 months (unless otherwise specified and confirmed in writing). The contract will be tacitly renewed, unless notice of termination is given by registered letter at least 1 month before the expiry date. If you give notice in time, the contract will not be renewed after 12 months.

All you have to do afterwards is deactivate the call forwarding on your device by dialing ##002#. Don't forget to reconfigure the call forwarding to your voicemail by calling:

  • Proximus: **61*+32475151516#
  • Base: **61*+32486191933#
  • Orange: **61*5555#
  • Telenet: **61*5555#
Privacy

We make every effort to protect your privacy. You can share your personal data such as your name, e-mail address and telephone number, along with the name of your company, your position and other corporate data. This makes us able to identify you as an individual.

We collect and use personal data solely for the purpose for which the data was obtained. Your data can be used for orders or to maintain your account, but also to strengthen our bond with you as a customer and to personalize the possibilities we offer you.

We do not share this personal data with third parties that would use it for direct marketing, unless you have given specific permission to do so. Read our privacy statement.

Customer service description

In this contractual service description you will find all the details about Voice Assist.

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