Voice Channel
Enable voice communication for your organization with ConnieRTC's comprehensive phone system capabilities.
Overview​
The Voice channel provides traditional phone-based communication with modern contact center features. Connect with your community through reliable, feature-rich voice services.
Key Features​
📞 Call Management
- Inbound/Outbound - Handle all call directions
- Smart Routing - Skills-based distribution
- Queue Management - Efficient call handling
- Call Recording - Quality & compliance
🎯 Advanced Features
- IVR System - Self-service options
- Voicemail - With transcription
- Call Forwarding - Flexible rules
- Conference Calls - Multi-party support
🔊 Quality Management
- Call Monitoring - Real-time supervision
- Whisper Coaching - In-call guidance
- Call Barging - Emergency intervention
- Analytics - Performance metrics
âš¡ Productivity Tools
- Click-to-Call - One-click dialing
- Call Transfer - Warm & cold transfers
- Hold Music - Custom audio
- Call Notes - Integrated documentation
Provider Integration​
ConnieRTC supports multiple voice providers:
- Twilio - Cloud-based voice services
- Traditional Carriers - Cox, Xfinity, Verizon, and more
- SIP Trunking - Direct SIP integration options
Getting Started​
- Choose Your Provider - Select from supported voice providers
- Configure Phone Numbers - Set up your inbound numbers
- Define Routing Rules - Create call flows and routing logic
- Set Business Hours - Configure operating schedules
- Train Your Team - Ensure staff are comfortable with the phone interface
Best Practices​
- Always test your IVR flows before going live
- Set up after-hours messaging
- Configure voicemail transcription for faster response
- Regular review call recordings for quality improvement
- Monitor queue metrics to optimize staffing
Detailed configuration guides coming soon.