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Voice user guide

Updated

Overview

Voice is the phone system for your organization. It handles inbound and outbound calls over the internet (VoIP), business SMS and MMS, fax, voicemail, conferencing, and contact-center features like call queues and IVR menus. Calls can be made and received from the Voice web app, the mobile softphone, or physical SIP desk phones. Recording, transcription, AI call summaries, and scoring are built in.

Voice also includes workforce management (WFM) scheduling for agent teams and SCIM provisioning for user sync from identity providers like Azure AD and Okta.

Key Features

  • Extensions and desk phones — Assign extensions to users, auto-provision SIP phones by MAC address.
  • Inbound and outbound calling — PSTN calls via Telnyx; in-app WebRTC calls via LiveKit.
  • Call routing — Business hours, after-hours actions, IVR menus, call queues, hunt groups, paging groups, skills-based routing, shared-line appearances.
  • Voicemail — Per-extension greetings, voicemail-to-email delivery, transcription, forwarding, download.
  • SMS and MMS — Inbox, templates, broadcasts, spam and block list, opt-out handling, 10DLC brand and campaign registration.
  • Fax — Send and receive via the Voice admin app.
  • Conferencing — Conference bridges with participant management and kick controls. Video meeting rooms via LiveKit.
  • Call recording — Automatic recording with pause and resume, consent announcements, per-org retention presets, legal hold.
  • AI features — Live transcription, call summaries and recaps, sentiment analysis, call scoring with customizable rules, agent assist, conversation intelligence, CSAT surveys.
  • Workforce management — Agent schedules, adherence, forecasting, after-call-work (ACW) timers.
  • Supervisor tools — Live monitoring with barge, whisper, and coach modes. Real-time wallboard.
  • Dialer — Outbound campaigns with contact lists, do-not-call list, dispositions.
  • E911 — Validated addresses per DID, assignment to phone numbers.
  • Identity — SAML 2.0 and OIDC single sign-on, SCIM 2.0 user provisioning from Azure AD / Okta / other IdPs.
  • Integrations — Salesforce, Microsoft Teams Direct Routing, PSA billing.

How To: Set Up VoIP for a New Office

  1. Open Voice and go to Setup Wizard — it walks through the core steps and tracks progress.
  2. Go to Numbers and order a new phone number (or port an existing number in via Number Porting).
  3. Go to E911 and add the physical address for the office. Assign the new number to the address.
  4. Go to Org Settings and set business hours, after-hours action (voicemail or forward), and the voicemail greeting.
  5. Go to Extensions and create an extension for each user. Assign the user, set the extension number, and save.
  6. Go to Devices to register each physical SIP phone by MAC address. The phone will auto-provision on its next reboot.

How To: Create a Call Queue

  1. Go to Call Queues and click Create Queue.
  2. Set the queue name, ring strategy (round-robin, longest-idle, ring-all, or skills-based), and the agents who belong to the queue.
  3. Set the hold music source (use the default library or upload your own under Music on Hold).
  4. Enable queue callbacks if you want callers to be able to request a callback instead of waiting.
  5. Set the overflow destination (another queue, voicemail, or an external number).
  6. Save. Route a phone number or IVR option to the queue.

How To: Build an IVR (Phone Menu)

  1. Go to IVR and click Create IVR.
  2. Upload or record the greeting prompt (e.g., "Press 1 for sales, 2 for support").
  3. Add a menu entry for each digit. Each entry routes to an extension, queue, voicemail box, another IVR, or an external number.
  4. Set the timeout action (what happens when a caller doesn't press anything).
  5. Save. Go to Numbers and set the inbound number's destination to this IVR, or mark it as the default IVR under Org Settings.

How To: Set Up Voicemail-to-Email

  1. Go to Org Settings > Voicemail.
  2. Turn on Voicemail to Email.
  3. Enter the email address that should receive voicemail audio and transcripts.
  4. Save. Each new voicemail will arrive as an email with the audio attached.

How To: Send SMS or Register a 10DLC Campaign

  1. Go to SMS Inbox to see incoming threads. Click Compose to send a new message.
  2. To send broadcast messages to many recipients, go to Broadcasts, create a campaign, upload recipients, and schedule.
  3. To avoid carrier filtering on US long-code numbers, go to 10DLC and register your brand. Then register a campaign for each use case (customer care, marketing, notifications, etc.). Registration is required by US carriers.

How To: Start a Conference Bridge

  1. Go to Conference Bridges and click Create Bridge.
  2. Give it a name and set a PIN if participants should have to enter a code.
  3. Save. The bridge will have a dial-in number and extension. Share these with participants.
  4. View the live participant list during the call. Kick participants if needed.

How To: Turn On Call Recording and Set Retention

  1. Go to Compliance Config and pick a retention preset (30/60/90 days, 1 year, 3 years, 7 years, indefinite).
  2. Go to Org Settings and enable the recording consent announcement. Upload your consent audio file.
  3. Go to Extensions and set each extension's recording policy (always, on-demand, or never).
  4. During a call, agents can press pause to stop recording a sensitive portion and resume it after. Pause spans are logged for audit.
  5. To preserve a specific call beyond the retention window, open the call record and toggle Legal Hold.

How To: Build a WFM Schedule

  1. Go to WFM > Schedules.
  2. Create a schedule for each team. Set shift patterns (start time, end time, days worked).
  3. Assign agents to shifts.
  4. Run Forecast to see expected call volume and staffing needs.
  5. Monitor Adherence during the day to see which agents are logged in and handling calls on schedule.

How To: Provision Users from Azure AD or Okta with SCIM

  1. Go to Admin > SCIM Tokens.
  2. Generate a new SCIM token. Copy the token (you won't see it again) and the SCIM endpoint URL.
  3. In your identity provider (Azure AD, Okta, or similar), configure a new SCIM app pointing at the endpoint URL. Paste the token as the Bearer secret.
  4. Map user attributes (email, first/last name, phone). Assign the app to users or groups.
  5. Users will appear under Team Management in Voice within a few minutes. Deactivating a user in the IdP will deactivate them in Voice.

How To: Use AI Call Features

  • Live transcription — Transcription appears in the call detail view seconds after the call ends. It can also stream during the call for supervisors.
  • Call summary and recap — After the call ends and the transcript is ready, an AI summary is generated automatically. Find it on the call detail page.
  • Call scoring — Go to Call Scoring and define rules (e.g., "agent said greeting", "confirmed customer identity"). Every call is scored against the rules.
  • Score feedback — Disagree with a score? Open the call, click the score, and submit a correction. The system learns from feedback.
  • Agent scorecards — Go to Agent Scorecards for a rollup of each agent's scores over time.
  • Sentiment — Per-call sentiment is shown on the call detail; historical trends are on the analytics dashboard.
  • CSAT — Configure a post-call survey under CSAT. Customers rate the call; results feed into agent scorecards.

AI features require AI Enabled on your organization's plan.

Frequently Asked Questions

Can I keep my existing phone number? Yes. Go to Number Porting and start a port request. Upload your Letter of Authorization (LOA) and the most recent bill from your current carrier. The port typically completes in 5–10 business days.

How do desk phones get configured? Voice uses zero-touch provisioning. Register the phone's MAC address under Devices and assign an extension. When the phone reboots, it downloads its configuration automatically.

Can agents take calls from their mobile phones? Yes. Install the mobile softphone app. Agents sign in with their organization credentials and can make and receive calls on their extension from anywhere.

What's the difference between a hunt group and a call queue? Hunt groups ring a list of extensions in order (or all at once) with no hold music or position-in-queue. Call queues hold callers with music, announce position, support callbacks, and distribute to agents by strategy.

How do STOP and HELP work for SMS? These are handled automatically. When a recipient texts STOP, they're opted out and future messages to them are blocked. HELP sends a canned help reply.

Can I record only certain calls? Yes. Set the extension's recording policy to on-demand. Agents can start and stop recording mid-call. You can also pause recording during any call (e.g., while a customer reads a credit card number) and resume after.

Does Voice support Microsoft Teams calling? Yes, via Teams Direct Routing. Go to Teams Direct Routing under Integrations to configure.

How are outbound calls billed? At the organization level, usage is rolled up in Billing by the MSP. Customers can view their trial counts and subscription status under Billing in their own Voice admin view.

Troubleshooting

Inbound calls aren't reaching agents. Check business hours under Org Settings — outside hours the after-hours action (voicemail or forward) is applied. Check that the inbound number's destination (IVR, queue, or extension) is active. Check E911 isn't blocking the number for missing address.

Outbound calls fail immediately. Confirm an outbound connection is configured under Telnyx Configs and the default outbound number is set. Check geo restrictions — some countries may be blocked by policy under Geo Restrictions.

A desk phone isn't registering. Verify the MAC address on the phone matches what's under Devices. Reboot the phone to trigger provisioning. Check Platform Admin > Unknown Provisioning Requests — if the MAC shows up there, the device isn't registered.

SMS messages aren't being delivered (US). US long-code SMS requires 10DLC brand and campaign registration. Go to 10DLC and confirm both are approved. Unregistered long-code traffic is filtered heavily by carriers.

Voicemail transcriptions aren't appearing. Transcription requires AI Enabled on the org. Also check that the transcription provider under Org Settings is set (default is Azure). Transcription runs seconds to a minute after the voicemail is left.

Recording is missing for a call. Check the extension's recording policy. Check the retention preset under Compliance Config — if the call is past retention, it may have been cleaned up. If legal hold was toggled on, the recording is kept regardless.

I can't see another agent's presence. Presence is per-organization. Confirm you're in the same org. Presence expires after ~2 minutes of inactivity; the agent's app needs to be open and signed in.

SCIM sync isn't working. Check the SCIM token is still active (Admin > SCIM Tokens). Confirm the endpoint URL in your IdP. Review the IdP provisioning logs for error responses — most SCIM errors include a clear message.

The dialer campaign isn't placing calls. Check that the campaign is started (not paused). Confirm the contact list has numbers that aren't on the DNC list. Verify the outbound number is assigned to the campaign.