Voice lets you place outbound calls directly from the web app or the mobile softphone. You can call any PSTN number (standard phone number) or reach another user on your organization by extension. Your calls go out through your organization's assigned phone number.
This article covers placing outbound calls, the dialer interface, and the call controls available during a call.
Placing a Call from the Web App
- Open the Voice web app and sign in.
- Click the Dialpad or New Call button in the sidebar or top navigation.
- Enter the number you want to call. You can type a full phone number, an extension, or search your contact directory by name.
- Click Call. The call window will open and show you the call status (ringing, answered, etc.).
Placing a Call from the Mobile App
- Open the mobile softphone app and sign in with your organization credentials.
- Tap the Dialpad icon.
- Enter the number or extension you want to reach.
- Tap Call. Your call will ring out using your organization's phone number, not your personal mobile number.
Call Controls During a Call
Once a call is connected, the following controls are available:
- Mute — Silences your microphone. The other party cannot hear you, but the call stays connected.
- Hold — Places the call on hold. The caller hears hold music while waiting. See Hold and Transfer for more detail.
- Transfer — Send the call to another extension or external number. See Hold and Transfer.
- Record — If your extension uses on-demand recording, you can start and stop recording from this button. If recording is set to always-on, it starts automatically and this button lets you pause it.
- End call — Hangs up and ends the call.
Outbound Caller ID
Your organization's default outbound number is used as the caller ID for outbound calls. If your extension has its own number assigned, that number is used instead. Admins can configure outbound caller ID under Caller ID settings.
Calling by Extension
You can dial another user in your organization directly by their extension number rather than their full phone number. Type the extension in the dialpad. Extension-to-extension calls are free and stay within the platform.
FAQ
Why is my call failing immediately? The most common causes are: no outbound connection configured, or the destination country is blocked by your organization's geo restrictions. Ask your admin to check Telnyx Configs and Geo Restrictions in the Voice admin panel.
Will the recipient see my personal number or the business number? They will see your organization's outbound caller ID, not any personal number. The outbound number is set by your admin.
Can I make calls from my laptop and my phone at the same time? Your extension can be active on multiple devices, but a call will ring or connect on whichever device you answer from first. You cannot be on the same call on two devices simultaneously.