> ## Documentation Index
> Fetch the complete documentation index at: https://docs.autocampaign.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Calls

> Make and receive phone calls in the browser on your texting numbers, with business hours, keypad menus, voicemail, recordings, and a searchable call log.

## Overview

Voice calling lets your team answer and make calls on the numbers you already text
from, right in the browser. Each number has its own flow for incoming calls:
business hours, which teammates ring, an IVR menu (a keypad menu — "press 1 for
sales"), and voicemail. Every call shows up under **Calls** in the sidebar
(`/calls`) and in the contact's [inbox](/inbox/overview) thread. Set it up under
**Settings → Voice** (`/settings/voice`).

<Tip>
  **In short:** 1) Turn on voice and pick a caller ID. 2) Set each number's hours,
  ringing, and voicemail. 3) Call and answer from the floating widget.
</Tip>

<Info>
  **Time to complete:** \~20 minutes  ·  **Difficulty:** Intermediate  ·  Works on Twilio and Telnyx numbers with
  the **Voice** capability.
</Info>

## Before you start

* A connected [Twilio](/providers/twilio) or [Telnyx](/providers/telnyx)
  [channel](/getting-started/glossary#channel) — the phone-number
  [provider](/getting-started/glossary#provider) you already text through. Voice
  uses the same provider as your texting. Numbers that can't take calls show
  **No voice capability**.
* The right permissions ([Users & roles](/getting-started/users-roles)). Your admin
  controls who can turn on voice, edit number settings, make and receive calls, see
  the call log, and listen to or delete recordings. If a button is missing, ask an
  Owner or Admin for that permission.
* A browser with microphone access.

## Enable voice calling

<Steps>
  <Step title="Turn voice on" icon="power-off">
    Go to **Settings → Voice** and click **Enable voice calling**. If you later
    switch SMS providers, turn voice on again here; per-number settings are kept.
  </Step>

  <Step title="Set workspace defaults" icon="sliders">
    Pick a **Default outgoing caller ID** (the number the customer sees when you
    call). Optionally set a **Default voicemail greeting** and an **Unavailable
    message**. Each can be **Text To Speech** (you type it and a computer voice
    reads it) or **Audio Upload** (MP3, WAV, or M4A up to 10 MB).
  </Step>

  <Step title="Enable a number" icon="hashtag">
    Click a number in the table to open its settings (`/settings/voice/<number-id>`).
    Under **Basic Info**, turn on **Enable line** and choose a **Recording Policy**:
    **Always**, **Never**, **Incoming calls only**, **Outgoing calls only**, or
    **Business hours only**. Set the **Ring Timeout** (how long a call rings before
    giving up, 5–600 seconds), then click **Save Changes**.
  </Step>
</Steps>

## Route inbound calls

Each number uses one approach: **IVR Menu** (callers press a key to choose) or
**Direct Forwarding** (calls ring your team straight away). Each has separate
**Business Hours** and **After Hours** settings.

<Steps>
  <Step title="Set availability" icon="clock">
    Under **Availability**, set the timezone, weekly **Business Hours**, and
    **Holidays**.
  </Step>

  <Step title="Set up Direct Forwarding" icon="phone-arrow-right">
    Choose **Who rings first?** with **Add Teammate**. Then pick what happens for
    **All teammates busy**, **No answer**, and **No one available**: **Send to
    voicemail**, **Ring teammates**, or **Forward to a number**. **Max wait** is
    how long a caller waits for a busy teammate. **Hold queue** keeps unanswered
    callers on hold music, in order, for up to **Max hold**, so any online
    teammate can pick them up.
  </Step>

  <Step title="Set up the IVR Menu" icon="list-ol">
    Set a greeting, then give each key (`0`–`9`, `*`, `#`) an action: **Ring
    Teammates**, **External Forward** (send the call to an outside number), or a
    **Voicemail Box**. After hours, choose **IVR menu**, **Voicemail**, or
    **Forward to number**.
  </Step>

  <Step title="Set up voicemail" icon="voicemail">
    Under **Voicemail Settings**, toggle **Enable voicemail** and set the
    **Greeting Message** and **Max Recording Length**. With voicemail off, callers
    hear the **Unavailable message** and the call ends.
  </Step>
</Steps>

<Note>
  Only teammates who are set to **Active** and have the app open will ring.
  Teammates already on a call count as busy. A number with **Enable line** off
  tells callers it's unavailable and hangs up.
</Note>

## Make and receive calls

The call widget (a small phone panel) floats over every page. Open it from the
phone badge in the header.

* **Status** — set **Active**, **Away**, **Busy**, or **Offline** in the widget
  header. You can't dial while **Offline**.
* **Dial** — use the **Keypad**, **Contacts**, or **History** tab, or click **Call**
  on a contact or inbox thread and pick the line. **Caller ID** (the number the
  customer sees) defaults to **Auto**.
* **Answer** — incoming calls ring in the widget and header: **Answer** or
  **Decline**. Callers waiting on hold show **Pick up**.
* **In call** — **Mute**, **Hold**, **Keypad**, **Transfer** (to a teammate or an
  outside number), **End call**. A **Recording** indicator shows when recording.
* **Wrap up** — set an **Outcome** (**Interested**, **Not interested**, **Follow
  up**, **Other** with a required description), add **Notes**, and click **Save
  wrap-up**. You can also **Call again**, save the caller as a
  [contact](/getting-started/glossary#contact), or **Black list** the number.

<Note>
  You can be on one call at a time. **Answer**, **Pick up**, and **Call again**
  wait until your current call ends. Transfers are cold handoffs: the call moves
  straight to the other person, without you speaking to them first.
</Note>

## Block callers

Under **Settings → Voice → Blocked numbers**, click **Block a number**. Blocked
callers are rejected on every [workspace](/getting-started/glossary#workspace)
number before anyone's phone rings, and no call record is kept. If the number
belongs to a contact, that contact is also [opted out](/compliance/opt-out) of
texts. **Unblock number** lifts the call block only, never the opt-out.

## Review the call log

**Calls** (`/calls`) shows **Total calls**, **Missed rate**, **Total talk time**,
and **Avg duration**. Below is a table you can search by name or number. Filter it
by date range, **Direction**, **Status** (**Completed**, **Missed**, **Voicemail**,
**Busy**, **No answer**, **Failed**, **Canceled**), **Disposition** (the outcome
saved at wrap-up), and **Recording**. Click a row for **Duration**, **Wait**,
**Talk**, and **Billed** minutes, **Recordings**, **Info** and **Timeline** tabs,
and **Open contact**.

Recordings and voicemails play right on the page, with skip, speed, and volume
controls and a **Download** button. Voicemails show who has listened to them.
Finished calls also appear as a summary bubble (for example **Missed call**) in the
contact's inbox thread and **Calls** tab.

## Billing

Talk time is counted in voice minutes, rounded up for each call and shown as
**Billed**. If your [plan](/getting-started/glossary#plan) has a limit on minutes,
the widget shows **No voice minutes left** and stops you dialing when they run
out. See [Plans and trials](/billing/plans-and-trials).

## FAQ

<AccordionGroup>
  <Accordion title="Do I need a separate number for voice?">
    No. Turn on voice for any [SMS number](/channels/sms) bought with the **Voice**
    capability.
  </Accordion>

  <Accordion title="Can a number use both an IVR menu and forwarding?">
    No. Switch with the **Use IVR Menu** / **Use Direct Forwarding** toggles; each
    has its own business-hours and after-hours settings.
  </Accordion>

  <Accordion title="Can I call from a desk phone or mobile app?">
    Calling happens in the browser. Use **Forward to a number** or transfer a live
    call to an outside number instead.
  </Accordion>
</AccordionGroup>

## Troubleshooting

<AccordionGroup>
  <Accordion title="Why is the Call button missing or greyed out?">
    You need permission to make calls (ask an Owner or Admin), a number with voice
    turned on, an **Active** status, and voice minutes left. The widget tells you
    which one is missing.
  </Accordion>

  <Accordion title="Why don't incoming calls ring me?">
    Add yourself under **Who rings first?** and keep the app open with status
    **Active**. Check the number's business hours and timezone.
  </Accordion>

  <Accordion title="Why didn't a recording appear?">
    Check the number's **Recording Policy**. **Incoming calls only**, **Outgoing
    calls only**, and **Business hours only** skip some calls. Recordings also take
    a moment to appear.
  </Accordion>

  <Accordion title="Why does Voice show an error after I turn it on?">
    Click **Enable voice calling** again to reconnect with your provider. If it
    keeps failing, check your provider login details under **Settings → Messaging
    Channels**.
  </Accordion>
</AccordionGroup>

<Card title="Inbox" icon="inbox" href="/inbox/overview">
  See calls and voicemails alongside texts in each contact's conversation.
</Card>