# Operator telephone audio setup

Set up an operator's browser connection and audio devices for telephone calls in INSIDE.

*Release 3.3 · admin, operator*

**Settings › Account › Operators**

## 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

1. Give the operator **Voice** access and the appropriate channel or calling permissions.
2. Open **Voice Settings** and use **Web Browser** as **Type**.
3. Review **Edge Location** and **Default Ringtone**, then save the operator.
4. 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

### This feature uses

- **Requires** [Voice provider accounts and telephone numbers](RTC-001.md): Browser calling needs the website's enabled voice account and numbers.
- **Configured in** [Operator accounts](ADM-007.md): Voice Settings is part of the operator account editor.
- **Configured in** [Roles and permissions](ADM-008.md): Operator roles control access to voice.
- **Configured in** [Website, channel and subsite access](ADM-009.md): Channel access and voice handling affect whether the browser registers for calls.
- **Configured in** [Departments](CHAT-006.md): Channel platform settings determine whether an operator is in a voice-enabled channel.
- **Works better with** [Outbound calling permissions and restrictions](RTC-005.md): An operator authorised for outbound calls can use the browser connection to dial.
- **Works better with** [Telephone call recovery and wrap-up](RTC-015.md): Call recovery handles browser registration and reconnecting to ongoing calls.

### Used by

- **Required by** [Voice queue and call offers](RTC-003.md): A registered browser voice connection is needed for live call offers.
- **Required by** [Outbound calling permissions and restrictions](RTC-005.md): The operator needs a working browser voice connection.
- **Required by** [Voice call controls](RTC-006.md): Operators participate through a registered browser voice connection.
- **Required by** [Telephone call transfers](RTC-007.md): Internal recipients need a registered browser voice connection.
- **Required by** [Telephone call monitoring and whisper mode](RTC-008.md): The manager needs a working browser voice connection.
- **Required by** [Telephone call recovery and wrap-up](RTC-015.md): Browser-call recovery runs after the operator's voice device registers again.
- **Enhances** [Operator notification sounds](CON-020.md): A connected voice call suppresses ordinary notification sounds.

## 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.