Voice in VeloConnect runs in your browser. There’s nothing to install — open the Voice workspace, plug in a headset, and you can place and pick up calls on the same DID your customers know.
The Voice workspace
Voice has its own screen, separate from the inbox. Three things live on it:
- Softphone dialer (top-right). Press digits, dial a number, or paste an E.164 string. Backspace deletes the last digit; the green call button places the call.
- Recent-call list (centre). Inbound, outbound, missed, voicemail — each row shows the other party, direction, duration, and outcome. Click any row to call back, or to jump to the matched contact.
- Queue panel (left). When inbound calls are waiting, you’ll see them here with their position and wait time. More on this in Agent presence and queues.
How calls actually go through
Voice uses the PortSIP WebRTC SDK. Audio runs straight from your browser to the carrier — no extra software, no separate softphone app. Latest two versions of Chrome, Edge, Safari, and Firefox are supported. Older browsers fall back to “voice unavailable” on the dialer.
The first time you open Voice, the browser asks for microphone permission. Allow it once per browser profile. If you accidentally block it, you’ll need to clear the permission in the browser’s site settings and refresh.
Click-to-call
Every contact card has a small phone button. Pressing it opens an outbound call with the contact’s number pre-filled and your assigned DID as caller ID — you can dial without retyping. The same call button appears on a conversation’s contact-details rail in the inbox, so you don’t have to bounce screens to follow up by voice.
If the contact has more than one phone number on file, you’ll get a small picker first.
Inbound calls
When a call rings to you, a ring panel slides in from the top-right with the caller ID and, if VeloConnect matched it to a contact, that contact’s name. Two buttons:
- Pick up — opens the in-call view.
- Decline — sends the caller to the next routing step (another agent in the queue, or voicemail).
If you’re already on a call, inbound rings queue per the rules in Agent presence and queues.
Audio: pick the right headset
Audio quality is the part of a call that customers actually hear. A few small things matter:
- Wired USB headsets give the most stable result. They survive flaky Bluetooth and busy office Wi-Fi.
- Bluetooth headsets work, but expect occasional audio dropouts when laptop and headset drift apart, especially on Mac sleep/wake.
- Built-in laptop mics technically work; customers can usually tell. Use one only if you have to.
Network quality indicator
A small status dot on the dialer reflects your live network quality:
- Green — low packet loss, jitter under the threshold. Audio is clean.
- Amber — borderline. You may hear occasional clipping; the customer may too.
- Red — packet loss or jitter past the threshold. Audio will degrade. Switch off VPN, move closer to Wi-Fi, or tether to mobile and try again.
Hover the dot for the underlying numbers.