Voice is the phone system built into the platform. It handles inbound and outbound calls over the internet (VoIP), business SMS and MMS, voicemail, fax, conferencing, and contact-center features like call queues and IVR menus. It replaces a traditional phone system and PBX for organizations that need one phone number, extension directory, and communication history in a single place.
Voice is designed for two audiences: business users who make and receive calls every day, and MSP admins who set up and manage the phone system for client organizations.
What Voice Includes
- Calling — Make and receive PSTN calls from the web app, the mobile softphone, or a physical SIP desk phone. In-app WebRTC calls are also supported for internal use.
- SMS and MMS — Send and receive business text messages from a dedicated number. Manage conversations in the SMS inbox, send broadcasts, and handle 10DLC campaign registration for US compliance.
- Voicemail — Per-extension mailboxes with custom greetings, voicemail-to-email delivery, and AI transcription.
- Fax — Send and receive faxes through the admin app.
- Call routing — Business hours scheduling, IVR menus, call queues, hunt groups, and skills-based routing.
- Conferencing — Conference bridges with participant management and a PIN option.
- Call recording — Automatic or on-demand recording, consent announcements, retention presets, and legal hold.
- AI features — Transcription, call summaries, sentiment analysis, call scoring, agent assist, and CSAT surveys. Requires AI Enabled on your plan.
- Extensions and desk phones — Assign extensions to users and auto-provision SIP phones by MAC address.
- E911 — Register physical addresses per phone number for emergency calling compliance.
- Integrations — Salesforce, Microsoft Teams Direct Routing, PSA billing sync.
How Voice Fits With the Rest of the Platform
Voice is one product within the platform shell. Users access it from the product switcher. It shares identity and billing with the rest of the platform — the same login, the same organization, and the same subscription. MSPs who manage multiple customer organizations use Voice's MSP management tools to configure, monitor, and bill each customer separately.
Call data, recordings, and transcripts are searchable inside Voice. For teams that also use the OnCall product, Voice can place escalation calls automatically when an incident is triggered.
Who Uses Voice
- End users — Make calls, check voicemail, send SMS, and view call history from the web or mobile app.
- Admins — Configure extensions, numbers, routing rules, recording policies, IVR menus, and call queues.
- MSP admins — Manage phone systems for client organizations, handle billing, and onboard new customers through the setup wizard.
- Supervisors — Monitor live calls, view agent scorecards, and review analytics dashboards.
FAQ
Do I need special hardware to use Voice? No. Calls work from the web browser or mobile app using your internet connection. Physical SIP desk phones are supported but optional.
Can I keep my existing phone number? Yes. Go to Number Porting to start a port request. You'll need to upload a Letter of Authorization and a recent bill from your current carrier. Most ports complete in 5–10 business days.
Do AI features cost extra? AI features — transcription, call summaries, scoring, and sentiment — require AI Enabled on your organization's plan. Contact your MSP or platform admin if this option is not available.