Voice
Voice features overview — call logs, recordings, voicemail, and live monitoring.
The Voice section contains tools for monitoring, reviewing, and managing your organization's call activity. From real-time call monitoring to historical call logs and voicemail, these features give you complete visibility into your voice operations.
Voice Features
| Feature | Description |
|---|---|
| Recordings & Call Logs | Search, review, and download call history and recordings |
| Voicemail | Access voicemail messages left by callers |
| Live Monitor | Monitor active calls in real time with listen, whisper, and barge |
How Voice Features Fit Together
Voice features operate at different points in the call lifecycle:
During a Call
The Live Monitor shows active calls as they happen. Supervisors can see who is on a call, how long it has been running, and intervene with listen, whisper, or barge capabilities when needed.
After a Call
Once a call ends, it appears in Call Logs with full details including caller, destination, duration, direction, status, and cost. If recording was enabled, the recording is available for playback.
Missed Calls
When a call goes unanswered and the extension has voicemail enabled, the caller can leave a message. These messages appear in the Voicemail inbox.
Who Uses What
| Role | Primary Features |
|---|---|
| Agents | Voicemail inbox, personal call logs |
| Supervisors | Live monitor, team call logs, recordings review |
| Administrators | All features, including configuration and export |
Voice features show tenant-scoped data only. Each client sees only their own calls, recordings, and voicemail. The provider platform has a separate view that can inspect data across all clients.
Browser Softphone
VoiceCenter includes a built-in browser-based softphone for making and receiving calls directly from the web interface. The softphone uses WebRTC to connect through the carrier's voice network. See the Agent Guide for details on using the browser phone.