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IQ + Article One Resources

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Congratulations on taking your first step towards voicemail freedom. We've set up this page to guide you through the new Article One + IQ integration. Use the links below to learn more about Article One, understand the integration between Article One and IQ, and set up Article One's automated voicemail transcription in IQ. 

To download the resource document, click here.

The first step to getting Article One set up in your office is to enable call forwarding on your office phones. 

Jump to:

Introduction to Article One

What Is Article One?
What Problem(s) Does Article One Solve?
What Are the Benefits of Using Article One?
How Does Article One Work?
Is Article One Approved by the U.S. House?
Who Is Behind Article One?

Getting Started with Article One

How to Enable Call Forwarding
How to Turn On Article One
How to Turn Off Article One
How to Program Your Desktop Phones with Article One
How to Listen to Your Article One Message
How to Create A Custom Article One Message
Sample Scripts for Member Welcome Message

Using Article One within IQ

Where do the voicemails appear in IQ?
What does IQ capture and display from the voicemails?
Can I edit the information on the caller in IQ?
How can I respond to this message in or assign it to another staffer for further processing in IQ

 

Download FAQs

 

Introduction to Article One

 

What Is Article One?

Article One is next generation voicemail for Congressional staff.  With Article One, you never again have to manually retrieve, log and type out constituent voicemails— turn it on and all voicemails are delivered directly, securely and actionably into IQ.

Article One is flexible, scalable and proven voicemail technology built with Congressional staff, for Congressional staff.

Article One combines the best private-sector voice, cloud and transcription technology with existing Congressional communications infrastructure, seamlessly delivering into IQ all your constituent voicemails as useful, structured and actionable data.

Article One is to old-fashioned phone calls and voicemails what email is to paper letters and snail mail.  Don’t waste time manually logging voicemails— let Article One and IQ handle them for you instead.

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What Problem(s) Does Article One Solve?

For a full and detailed breakdown of the constituent engagement, communications technology and office workflow problems Article One is solving for Members, staff and constituents, read The OpenGov Foundation’s groundbreaking Congressional user-centered research and report— “From Voicemails to Votes.”  

Limited House voicemail systems.  Storage is often capped at 150 messages per office, which can fill up rapidly— sometimes in a matter of seconds during periods of high call volume.

  • ​The 151st constituent calling receives a frustrating error that the voicemail box is full, essentially telling them, “Your Member of Congress doesn’t want to hear from you.”
  • Article One gives offices unlimited voicemail capacity so their constituents never get busy signals or full voicemail box errors.

Limited staff time and capacity.  Now more than ever, Congressional staffers have never-ending to-do lists, wear multiple hats, and never have enough time to accomplish it all.

  • Article One gives staffers back the most precious commodity in the world— time. 
  • Skyrocketing constituent communications volume and rapid advances in easy-to-use platforms for contacting Congress.  It has never been easier to call Congress, thanks to radical improvements in advocacy-based and consumer technologies.  And in our fraught political moment, constituents of all political persuasions have never been more fired up to be heard on Capitol Hill.
    • Article One puts into the hands of staffers the same powerful technology that advocacy campaigns and political campaigns use to inundate Congressional offices.
    • In these times, offices never know when the next tidal wave of calls will come.  With Article One, it doesn’t matter— offices have insurance for, and a defense against, the next time John Oliver riles up his viewers, or a controversial bill is on the floor, or a high-profile Twitter account points the Internet masses at your office’s phone number… 
  • Congressional staff do not have the best possible communications technology to do their critically important jobs.
    • Article One empowers staff with the latest private-sector communications technology Silicon Valley has to offer.
    • Article One leverages the same voice and SMS tech Uber uses when you call or text your driver— Twilio.
    • Article One provides to Congressional offices the same flexibility, scalability and security to constituent communications that NASA, Netflix and NASDAQ use— Amazon Web Services.
    • Article One transforms constituent voices into useful, understandable and actionable data with the best transcription engine on earth— Google Speech.  Like Google Speech, Article One gets smarter and more accurate with every constituent voicemail.
  • Increasing staff turnover means Congressional offices are forced increase the time and effort spent on training new frontline staff.
    • Article One requires virtually 0 time spent training new staff.  If a new Intern or Staff Assistant can push buttons on a phone, they’re already Article One ready.  If they can read a constituent message in IQ, they’re already trained on Article One.  If they can hear the phones ringing off the hook and disrupting the office, they’re primed for Article One.  
  • Constituent verification.  One of the biggest pain-points in the constituent communications process is verifying the identity of every caller.  Often, constituents hang up before providing enough information to verify their identity.  Other times, a too-busy staffer or too-new Intern forgets to gather the necessary information from the caller or captures it with errors.
    • Article One gathers up front all the information staffers need to verify a caller is a constituent, accurately log their call into IQ and efficiently decide what to do with the message.
  • Sharing constituent messages with colleagues.  To successfully address a constituent call, messages often need to be shared with colleagues within the DC office, district office or another office entirely.  Casework, scheduling requests and emerging issues are just a few examples.  That process is frequently painful, error-prone and involves lots of paper post-it notes.
    • With Article One, it’s as easy and painless to share a constituent message with the right colleague as it is to forward an email.  
  • Chiefs of Staff, Communications Directors and Members themselves have limited insight into what constituents actually care about and virtually no real-time analytics to inform crucial decisions.
    • Article One analyzes every constituent voicemail in real-time, separating the constituents a Member represents and cares about most from the callers he or she does not.
    • Article One is built to deliver a real-time, finger-on-the-pulse view of constituent sentiment, support and opposition to decision-makers.  Once you start using Article One, you’ll have the opportunity to access to a rich, compelling and real-time decision-maker dashboard.
  • Shrinking Congressional office budgets (Member Representational Allowances, MRAs) and atrophying institutional technology staff mean offices cannot afford the cutting-edge communications technology they need...and most private-sector tech is off limits because it isn’t approved for official use.
    • MRAs are down by approximately 25% over the last decade.  Offices are priced-out of the tools they need to do their jobs.
      • Article One delivers the best private-sector communications technology within ever Congressional office budget.
    • The approved communications technology options available for Members and staff are— to be kind— severely limited.  And the process of gaining approval for modern technology is arduous, slow, time-consuming, maddeningly bureaucratic and opaque.
      • Article One is fully approved and has been heavily tested in dozens of Congressional offices before you turn it on for the first time.  The Article One Technologies team has taken care of all the hard stuff with the CAO so IQ offices do not have to.  

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What Are the Benefits of Using Article One?

With Article One, staff never have to manually clear out the voicemail box again— it’s Article One and you’re done.  No more coming in on weekends, skipping holidays or sneaking away from your friends to clear out your voicemail box. 

Article One delivers unlimited voicemail capacity to Congressional offices.  That means happier constituents— and fewer angry outbursts against Members and staff when constituents can’t communicate their views.

  • With Article One, no constituent will ever receive a full voicemail box or busy signal when they call Congress.  Whether it’s 5, 500, or 5,000 voicemails, Article One effortlessly handles them all so that every constituent is heard.  

Article One gives frontline Congressional staff the most precious commodity in the world— time.  Offices using Article One are saving up to 1,100% (11x) the time and effort on each constituent voicemail.

  • Without Article One, it takes an average of 5.5 minutes to retrieve, listen to, manually transcribe, enter into IQ, verify the constituent and decide what to do with the message.  

  • With Article One, each voicemail takes an average of 30 seconds to handle.

  • That’s 5 full minutes saved per voicemail.  

  • Over the course of a year, using Article One is like adding a full staff assistant to each Congressional office without having to hire, train, pay or find desk space for them.  

Article One immediately increases the effectiveness, accuracy and scalability of constituent communications operations by putting into staffers’ hands the same powerful technology that Uber, political and advocacy campaigns and the best private-sector call centers use.

  • Article One combines the power of Twilio, Amazon Web Services cloud hosting and Google Speech transcription, smartly adapted to the needs of Congressional offices, to supercharge IQ and every constituent communications team.

Article One is the best defense against disruptive advocacy campaigns and high-volume moments of pure staffer pain.  

  • No more getting derailed by an avalanche of calls during a busy workday when your Member is targeted by an advocacy campaign, a presidential Tweet or high-profile media moment.

  • With Article One on, Members and staff can keep calm and carry on.

  • Even better, Article One judo flips the advocacy avalanche script— without staff lifting a finger, Article One turns every call into useful data, capturing every caller’s phone number, message and sentiment for opt-in campaigns, analysis and building your base of supporters.

Article One increases the security of Members and staff.  At a time when threatening calls to Congress are on the rise, Article One securely transforms every voicemail into a permanent audio+text record that’s easy to share with senior staff and Capitol Police for investigation.

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How Does Article One Work?

At the end of the work day, before the weekend or during periods of high call volume, instead of forwarding the phones to your limited and old-fashioned voicemail, you forward the phones to your dedicated Article One number instead.

Once you turn on Article One, you’re done— Article One captures every call, gathers the caller’s information up front, verifies if they are a constituent, automatically transcribes the caller’s message, then delivers it all together in one seamless package into IQ.

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Is Article One Approved by the U.S. House?

Yes.  Article One has been fully approved for use by the U.S. House of Representatives Chief Administrative Officer (CAO).  It is the first approved cloud-based technology in the history of the U.S. House of Representatives.

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Who Is Behind Article One?  

Article One is a product of the Congressional technology experts at Article One Technologies, Inc., which is continuing the innovative efforts started by The OpenGov Foundation.  The Article One team is led by former House staffer Seamus Kraft, and includes government technology and digital services veterans from the Executive Branch’s Technology Transformation Service/18F, Code for America and the City of Philadelphia.  

Starting in June 2017, Article One was piloted, tested and rapidly improved alongside real staffers and with real constituents in more than a dozen House offices.  The first House office to implement Article One— IQ customer Rep. Mark Takano— did so in September 2017, a mere four months after the product’s first line of code was laid down.  

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Getting Started with Article One

 

How to Enable Call Forwarding

Call forwarding to external lines is required to use Article One.  To check if call forwarding is enabled: 

- Dial *72 then 9-1-your dedicated Article One telephone number.  Verify it is working by then calling the office mainline number from a different device (ex: cell phone).  If you hear your Article One welcome message, you have call forwarding enabled.  

If you receive an error or the call rings through, you do not have call forwarding enabled.  To enable call forwarding, the office must complete and submit this form (click here to download) to HIR Telecommunications:

- In person at H2-692 in the Ford Building

- By faxing the completed form to House Ext 202-226-4105 

- By emailing the completed form to Tele.Comm@mail.house.gov 

Questions or need help with the form?  Call the HIR Telecommunications office at Ext 202-226-6002 or email them at Tele.Comm@mail.house.gov

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How to Turn On Article One

Turn on Article One at the end of every day and at any time of high call volume.  To turn on Article One you:  

- Dial *72 then 9-1-your Article One phone number.

 

How to Turn Off Article One

Turn off Article One whenever you want a human to physically answer the phones.  To turn off Article One you:

- Dial *73.

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How to Program Your Desktop Phones with Article One 

To make Article One even more useful, you should program your office’s dedicated Article One phone number into your desktop phones (DC and District Office).  You can do this one of two ways.  

To program Article One into your phones for yourself you: 

- Decide into which row on your desktop phone you want to program Article One.

- Dial *80 then

- Push the button for your desired row to select it, then

- Dial 9-1-your Article One telephone number, then

- Push the button for your desired row to complete the programming.

- To verify you have programmed Article One correctly into each desktop phone, forward your phones to it and call your office’s main line from a separate phone (ex: cell phone).  You should hear your Article One welcome message.

To have HIR Telecommunications program Article One into your phones for you:

- Complete and submit the CAO/HIR Telecommunications authorization form.  (Click here to download)

- Questions or need help with the form?  Email Tele.Comm@mail.house.gov or call Ext 202-226-6002. 

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How to Listen to Your Article One Message 

To hear what your constituents and other callers will hear when Article One is turned on you:

- Dial your dedicated Article One phone number any time.

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How to Create A Custom Article One Message 

Member welcome - A good personalized welcome message from the Member goes a long way in reassuring callers that they're message will be heard. That said, it is optional. 

To add a custom welcome message to your dedicated Article One phone number-- for example, a greeting from your Member--you:

Record the voicemail welcome message you want.

Email the audio file to SayHello@article.one.  Make sure to include your office name and Article One number.

These can be personalized, but please ensure that it communicates:

Who's office it is.

Why they're hearing an automated message (office is closed).

That the Member will get their message.

That we need to collect some information first. 

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Sample Scripts for Member Welcome Message 

Example 1: 

Hello, this is Representative/Congressman John Quorum. My office is currently closed for the day. Your opinion is important to me, so please stay on the line to leave me a message. Or, if you prefer, call back during normal business hours.

We will now ask your name, phone number, and zip code so that we have everything we need to properly log your message. Thanks again for calling. I can't wait to hear from you.

Example 2:

Hello, this is Representative/Congresswoman John Quorum. Thank you for calling my office. If you are hearing this message, it is outside of my normal office hours. Your opinion is important to me, so please stay on the line to leave a message. Every message is recorded and transcribed for me.

Before taking your message, we’ll ask you for your name, phone number, and zip code. Thanks again for calling.

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Using Article One within IQ

 

Where do the voicemails appear in IQ? 

Once IQ is configured, the voicemails will come into IQ via a background job every morning. They can also click on the “Retrieve voicemails” link under message utilities in the big menu of IQ. 

Clicking the “Retrieve Voice Messages” button will run the same process as the Retrieve Voice Messages background job and places the new voicemail messages into the VOICEMAIL set (Messages -> All Message Sets)

Clicking the Retrieve Voice Messages link will display a dialog with two buttons “Retrieve Voice Messages” and “Cancel”.

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What does IQ capture and display from the voicemails?

The messages will be placed into a set labeled, Voicemails. 

Clicking into the VOICEMAIL set and expanding the row displays the Incoming transcribed voicemail message and an arrow play icon for listening to the recorded Name and Voicemail message.

The incoming attachments will include a sound file of the callers recorded name and message along with the transcription of their message. They will then process the message by reviewing the name and matching records for accuracy along with the transcription of the message itself. 

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Can I edit the information on the caller in IQ? 

Searching for an existing Contact is based on Name, phone number and zip code. Select the Search Again in-row action to display the Find Contact, which includes the name, phone number and zip code along with an iframe with the contents of the transcribed voicemail message and a Listen to Name link.

Click the Select in-row action to link the found record to the Set record. 

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How can I respond to this message in or assign it to another staffer for further processing in IQ?

Select the Change Response and Status in-row action to select a response letter and post the record from the Voicemail set.

Here I can take a number of actions including:

  • Assign to another staffer 
  • Assign a form letter 
  • Tag with an Issue Code 
  • Post to Messages (in a batch or without a batch) 

Once posted, this results in a Message record with the .wav files as Incoming attachments.