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VOXO Connect includes a built-in softphone for making and receiving calls in your browser. You don’t need a desk phone or another app.

Making a call

  1. Click the phone icon at the top of the left sidebar.
  2. A dial pad appears — type a phone number or extension.
  3. Click the green call button to dial.
The phone icon is disabled if your softphone is not registered. If you see it grayed out, check your network connection and confirm your device settings are configured correctly.

Receiving a call

When an incoming call arrives, a notification appears on screen. Click Answer to connect the call.

In-call controls

Once a call is connected, the following controls are available:
  • Mute — silences your microphone. The caller cannot hear you while muted.
  • Hold — places the caller on hold. They hear hold music while you are away from the call.
  • Transfer — sends the call to another number or extension. See Transferring a call below for details.
  • Conference / Merge — combines two or more calls into a single multi-party conversation.
Connect doesn’t have an in-call button to start or stop recording. Recording is configured by an administrator on the phone number (inbound) or extension (outbound), and any resulting recordings show up under Activity → Recordings.

Transferring a call

VOXO Connect supports two types of call transfers:
  • Blind transfer — immediately sends the caller to another number or extension without announcing them first.
  • Attended transfer — lets you speak to the recipient before connecting the caller, so you can introduce the caller or confirm availability.
To perform a blind transfer:
  1. While on an active call, click Transfer.
  2. Select Blind transfer.
  3. Enter the number or extension you want to transfer to.
  4. Click Transfer to complete.
To perform an attended transfer:
  1. While on an active call, click Transfer.
  2. Select Attended transfer.
  3. Enter the number or extension of the recipient and dial.
  4. Speak with the recipient to introduce the caller.
  5. Click Complete transfer to connect the caller to the recipient.
The attended transfer and merge windows each have a keypad button that opens a dial pad. Use it to send touch-tone digits to the party you dialed — to pick an option in an interpreter service’s menu, for example, or to enter an access code — before you complete the transfer or merge.

Post-call summary

After a call ends, a post-call summary may appear with a transcript and call insights. The summary includes:
  • Transcript — a full text record of the conversation.
  • Call highlights — key moments automatically identified from the call.
  • Tracked topics — subjects detected based on your configured tracking settings.
Post-call summaries and the live Copilot panel require call transcription to be enabled for your account. This is an administrator setting. If you don’t see these features, contact your VOXO administrator.

Copilot

When transcription is enabled for your account, a Copilot panel is available during active calls. It provides real-time AI analysis with four tabs: Transcript, Questions, Sentiment, and Intent. Access it from the in-call controls while a call is connected.