Frequently Asked Questions

Getting Started

How do I get my login credentials?

Your administrator or provider creates your account and sends you a welcome email with your username and a temporary password. If you have not received it, contact your company administrator or the VoiceCenter provider.

What browsers are supported?

VoiceCenter works best on the latest versions of Chrome, Firefox, Safari, and Edge. For the browser softphone, Chrome is recommended for the most reliable WebRTC experience. See System Requirements for details.

How do I reset my password?

Click Forgot Password on the login page, enter your email address, and follow the link in the reset email to set a new password. The reset link expires after a limited time. If email delivery is not configured on your server, contact your administrator.

Making and Receiving Calls

How do I make a call from the browser?

Click the floating dialer button in the bottom-right corner to open the softphone. Enter the phone number and click the call button. You need a headset or microphone connected, and your account must have an extension assigned. See Making Calls for step-by-step instructions.

Why is my outbound call failing?

Common reasons include: your account does not have a verified caller ID or assigned number, the destination is blocked by fraud limits, the destination country is on the blocked list, or carrier credentials are not configured on the server. Check with your administrator if the issue persists.

Can I choose which number appears as my caller ID?

Yes, but only from numbers your company owns or caller IDs that the provider has verified. You can select the outbound caller ID in the dialer settings. Unverified numbers cannot be used.

Do calls work on mobile devices?

The browser softphone uses WebRTC, which works in mobile browsers, but the experience is best on a desktop browser with a headset. There is no dedicated mobile app at this time.

Recordings and Voicemail

Where do I find my call recordings?

Navigate to Voice > Recordings to see recorded calls. Recording availability depends on whether call recording is enabled for your account and whether the recording storage pipeline is configured on the server.

How long are recordings stored?

Recording retention depends on the storage configuration set by your provider or administrator. Contact your administrator for your organization's retention policy.

Billing and Wallet

How does the prepaid wallet work?

Your company has a wallet balance that gets charged when calls are made. The cost is calculated based on the rate deck and call duration. You can add funds from the Billing > Wallet page. An auto-recharge option tops up the balance automatically when it falls below a threshold you set.

Why is my wallet showing "Not Configured"?

The wallet payment integration (Stripe) requires configuration on the server. If you see a "not configured" state, your provider has not yet set up the payment gateway. Contact your provider to enable payments.

How are calls priced?

Calls are priced using rate decks that define per-destination rates. The rating engine matches the dialed number to a destination prefix and calculates the cost based on duration. Unanswered calls are not billed. You can view your effective rates at Operations > Rates.

When are invoices generated?

Invoices are generated on a billing cycle defined by your provider. You can view and download invoice PDFs from Billing > Invoices.

Permissions and Roles

Why can I not see certain pages or features?

VoiceCenter uses role-based permissions. Your administrator assigns a role to your account, and that role determines which pages and features you can access. If you need access to something you cannot see, ask your administrator to update your permissions.

What is the difference between an admin, supervisor, and agent?

Administrators can manage all settings, users, PBX configuration, and billing. Supervisors can monitor agents and teams, view analytics, and manage queues. Agents can make and receive calls, view their own call history, and manage their availability. See Permissions for the full breakdown.

Troubleshooting

The softphone says "Token request failed" — what do I do?

This means the server cannot generate a voice token, usually because carrier credentials (Twilio) are not configured in the server environment. Contact your administrator or provider to verify that carrier credentials are set up.

My calls drop or have poor audio quality — how do I fix this?

Poor call quality is usually caused by network issues. Make sure you are on a stable internet connection (wired is preferred over Wi-Fi), close bandwidth-heavy applications during calls, and check that your firewall allows WebRTC traffic. If issues persist, your administrator can check the call logs for error details.

I see "No Rate Found" errors in call logs — what does this mean?

This means the dialed destination does not have a matching entry in the rate deck. Calls to unrated destinations are blocked and flagged rather than billed at an estimated price. Contact your administrator to ensure the rate deck covers the destinations you need to call.

Notifications are not appearing — how do I enable them?

Make sure browser notifications are allowed for the VoiceCenter domain. Click the lock icon in your browser address bar and ensure notifications are set to "Allow." The notification bell in the top navigation should show alerts for incoming calls, keyword monitoring, and callback reminders.