Getting Started with The One Voice
Accessing Voice from Hub
- Log in to The One Hub at
hub.theonestack.com - Click Voice in the Hub Bar (top navigation)
- You are redirected to
app.theonevoice.appand automatically signed in via SSO — no separate login required
If your organization has Voice embedded inside the PSA or another product, look for the Phone panel or sidebar icon in that product's UI.
Initial Setup Checklist
Complete these steps before making your first call:
| Step | Where | Notes |
|---|---|---|
| 1. Purchase a phone number | Phone Numbers → Buy Numbers | Search by area code, city, or pattern |
| 2. Create at least one extension | Extensions → Add Extension | Assign to a user; generates WebRTC credentials |
| 3. Configure business hours | Settings → Business Hours | Sets open/closed routing behavior |
| 4. Set a default caller ID | Settings → Caller ID | The number shown when agents call out |
| 5. (Optional) Build an IVR | IVR Builder | Route inbound callers to the right team |
| 6. (Optional) Register 10DLC | SMS → 10DLC Registration | Required before sending business SMS |
| 7. (Optional) Set recording policy | Settings → Recording | Choose auto-record, on-demand, or never |
Key Concepts
| Term | Definition |
|---|---|
| Extension | A virtual phone line assigned to one user. Each extension gets a SIP identity and WebRTC token for the browser softphone. |
| Hunt Group | A set of extensions that ring together (simultaneously or in sequence) for an inbound call. |
| Call Queue | A waiting room for inbound calls. Agents must set themselves "available" to receive calls from a queue. |
| IVR | Interactive Voice Response — the menu callers navigate ("Press 1 for support…"). Built visually in the IVR Builder. |
| Conference Bridge | A persistent meeting room callers join by dialing an extension and entering a PIN. |
| Park Lot | 20 hold slots (orbits 701–720). Park a call to free your line, then anyone can pick it up by dialing the orbit number. |
| 10DLC | 10-Digit Long Code — the carrier registration program required for business SMS on US local numbers. |
| E911 | Enhanced 911 — physical address linked to a phone number so emergency services can locate a caller. |
| CNAM | Caller ID Name — the name displayed to the person you're calling (max 15 characters). |
| MOH | Music on Hold — audio played to callers while they wait in a queue or are on hold. |
| Skill | A tag assigned to agents (e.g., "Spanish", "Tier 2", "Billing") with a proficiency level (1–5). Used by skills-based routing. |
Making Your First Call
Step 1 — Open the Softphone
Click the phone icon in the top navigation bar. The softphone panel slides in from the right side of any page.
Step 2 — Select Your Extension
If you have more than one extension, click the extension name at the top of the softphone to switch.
Step 3 — Check Audio Devices
Click the gear icon in the softphone header. Verify your microphone and speaker are selected correctly. The browser will prompt for microphone permission the first time.
Step 4 — Dial a Number
- Type a phone number (E.164 format:
+12125551234, or just2125551234— the system normalizes it) - Or type a name/company to search contacts
- Click the green Call button or press Enter
Step 5 — During the Call
| Action | How |
|---|---|
| Mute/unmute | Click the microphone icon |
| Put on hold | Click the pause icon |
| Transfer (blind) | Click Transfer → type destination → Send |
| Transfer (attended) | Click Transfer → call destination first → confirm |
| Conference (3-way) | Click Add Call → dial second party → merge |
| Park | Click Park → note the orbit number (701–720) |
| End call | Click the red hang-up button |
Step 6 — After the Call
- The call appears in Calls (call log) within seconds
- If AI is enabled for your org, a Call Recap is generated automatically (summary, action items, sentiment)
- If recording was enabled, the recording appears in Recordings with a playback link