Operator telephone audio setup
Set up an operator's browser connection and audio devices for telephone calls in INSIDE.
What it is
Voice Settings configures an operator's browser for telephone calls. You speak and listen through the browser's audio devices while using INSIDE's call controls. Web Browser is the connection type offered in this release's operator editor.
Who uses it and why
- Operators allow microphone access and check their headset or other audio devices before taking calls.
- Administrators with Settings or Manager configure operator voice access, connection preferences and the default ringtone within their management scope.
Where to find it
Open Settings › Account › Operators, edit the operator and select Voice to open Voice Settings. The operator editor is available to the Settings and Manager roles, subject to their management scope.
During a call, use Settings in the voice console to inspect audio device choices.
How it works
INSIDE registers a browser voice connection for an operator who has Voice access and is eligible to use voice. Eligibility can come from a voice-enabled channel, availability for voice transfers or outbound calling permission.
The browser needs microphone access and usable audio devices. INSIDE reports microphone permission failures and missing devices. Once the connection is ready, incoming offers ring in the console and accepted calls use the selected audio devices.
The call connection and your conversation ownership are separate. Joining a call as an invited participant does not automatically make you its owner.
Configure it
- Give the operator Voice access and the appropriate channel or calling permissions.
- Open Voice Settings and use Web Browser as Type.
- Review Edge Location and Default Ringtone, then save the operator.
- Allow microphone access in the browser and check the audio devices in the voice console.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Type | Settings › Account › Operators › Voice | operator | Web Browser | Settings role, Manager role | Uses the operator's browser for telephone audio. Web Browser is the available choice in this release's editor. |
| Edge Location | Settings › Account › Operators › Voice | operator | Twilio's Global Low Latency Routing | Settings role, Manager role | Selects the voice connection location used by the browser. |
| Default Ringtone | Settings › Account › Operators › Voice | operator | Not set | Settings role, Manager role | Selects the operator's incoming voice ringtone. No custom ringtone is selected by default. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Manage operator voice settings. |
| Manager | Access operator management within the account's permitted management scope. |
| Voice | Use telephone calling in the operator console. |
Limits and good to know
- The editor offers one browser connection. It does not expose a secondary connection or a ringing strategy.
- External telephone and SIP connections are not available as selectable operator connection types in this release's editor.
- Permission to use voice does not by itself allow outbound calls.
- An unregistered browser can prevent live calls and internal call invitations from reaching an operator.
Depends on and works with
View all connections as a list
This feature uses
- Operator accountsConfigured by
Voice Settings is part of the operator account editor.
- Roles and permissionsConfigured by
Operator roles control access to voice.
- Website, channel and subsite accessConfigured by
Channel access and voice handling affect whether the browser registers for calls.
- DepartmentsConfigured by
Channel platform settings determine whether an operator is in a voice-enabled channel.
- Voice provider accounts and telephone numbersRequires
Browser calling needs the website's enabled voice account and numbers.
- Outbound calling permissions and restrictionsEnhances
An operator authorised for outbound calls can use the browser connection to dial.
- Telephone call recovery and wrap-upEnhances
Call recovery handles browser registration and reconnecting to ongoing calls.
Used by
- Operator notification soundsEnhances
A connected voice call suppresses ordinary notification sounds.
- Voice queue and call offersRequires
A registered browser voice connection is needed for live call offers.
- Outbound calling permissions and restrictionsRequires
The operator needs a working browser voice connection.
- Voice call controlsRequires
Operators participate through a registered browser voice connection.
- Telephone call transfersRequires
Internal recipients need a registered browser voice connection.
- Telephone call monitoring and whisper modeRequires
The manager needs a working browser voice connection.
- Telephone call recovery and wrap-upRequires
Browser-call recovery runs after the operator's voice device registers again.
FAQ and troubleshooting
Why does INSIDE report that microphone access is denied?
Allow microphone access for INSIDE in the browser's site permissions, then reconnect the voice connection.
Why does my browser not ring?
Check Voice access, channel eligibility, browser registration and audio devices. An incoming call may also be restricted by language, capacity or number assignment rules.
Can I select a desk telephone or SIP connection here?
The 3.3 operator editor offers Web Browser only. Ask Powerfront to confirm any separately arranged telephone integration before relying on it.