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Softphone

The One Voice includes a full WebRTC browser softphone. No download, no plugin — calls run entirely in your browser over a secure encrypted connection to the Telnyx network.

Opening the Softphone​

Click the phone icon in the top navigation bar from any page in the Voice dashboard. The softphone slides in as a panel overlay on the right side. It stays accessible while you navigate the rest of the app — you can browse call logs, contacts, or settings while on a live call.

Dialing​

  • Direct dial — type a phone number in the dialpad. The system accepts E.164 (+12125551234), 10-digit (2125551234), or extension numbers.
  • Contact search — start typing a name or company. Matching contacts from your Voice address book appear as a dropdown. Click to populate the dialpad.
  • Click-to-call — from the Contacts page or the PSA screen pop, click any phone number to auto-dial.

Receiving Calls​

When an inbound call arrives on your extension, the softphone panel opens automatically (if it isn't already open) and shows the caller's information. Click Answer to connect, or Decline to send to voicemail.

If you have browser notifications enabled, calls ring and show a desktop notification even when you're in another browser tab.

During a Call​

Mute​

Click the microphone icon to mute your audio. The caller hears hold music (if configured) or silence. Click again to unmute.

Hold​

Click the pause icon to place the caller on hold. Hold plays your org's configured Music on Hold. Click Resume to reconnect.

Transfer​

Blind Transfer (unannounced):

  1. Click Transfer
  2. Type the destination number or extension
  3. Click Send — the call is transferred immediately and your line is released

Attended Transfer (announced):

  1. Click Transfer
  2. Click Consult — you are placed in a separate call to the destination while the original caller is held
  3. Introduce the caller to the destination party
  4. Click Complete Transfer — the two parties are connected and your line is released

Conference (3-Way)​

  1. During an active call, click Add Call
  2. Dial the third party — the original caller is automatically placed on hold
  3. When the third party answers, click Merge — all three parties are connected

Park​

  1. Click Park to park the caller in the next available orbit (701–720)
  2. Note the orbit number shown in the softphone
  3. Hang up — the caller is on hold
  4. Any user can retrieve the call by dialing the orbit number from their extension

The Park Lot visualization on the Call Monitor page shows all 20 orbits — amber = occupied (click to pick up), grey = empty.

Screen Pop — Magic Number​

When an inbound call arrives, the softphone automatically queries the Magic Number service and displays:

  • Contact name and company (matched from your Voice contacts or PSA)
  • Recent interactions — last call, SMS, or voicemail with that number
  • AI prediction — pattern-based prediction of why they're calling (missed call callback, recent SMS follow-up, frequent caller)
  • Sentiment — positive / neutral / negative, derived from AI summaries of recent calls
  • Open PSA tickets — if the PSA integration is configured, shows open tickets for the matched company

The screen pop data is assembled in under 200ms using parallel Cosmos queries — it appears nearly instantly when the call connects.

Call History Tab​

Click the History tab in the softphone to see your last 10 calls with timestamps and direction (inbound/outbound). Click any entry to redial.

Audio Device Selection​

Click the gear icon in the softphone header:

  • Microphone — select which input device to use
  • Speaker / Ringtone output — select which output device plays the caller's audio and the inbound ring tone

Changes take effect immediately without ending any active call.

Desktop Notifications​

To receive desktop notifications for inbound calls when the Voice tab is not in focus:

  1. The first time an inbound call arrives, your browser will prompt for notification permission
  2. Click Allow
  3. Future inbound calls show a browser notification with the caller ID and answer/decline buttons

Troubleshooting the Softphone​

SymptomLikely CauseFix
No audio on callBrowser mic permission deniedClick the lock icon in the browser address bar → allow microphone
Calls drop after ~10 secondsWebRTC TURN server connectivityCheck that your firewall allows UDP to Telnyx TURN servers
"Extension not registered" errorExtension WebRTC token expiredRefresh the page — the token auto-renews on load
Echo on callsSpeaker audio feeding back into micUse headphones, or reduce speaker volume
Cannot see screen popPSA integration not configuredSet up the PSA integration in Settings → Integrations