# Voice calls
| Item | Details |
|—|—|
| Who it is for | Agents answer; administrators configure the channel |
| Menu location | Left sidebar **Calls** (only when enabled); channel under **Settings → Inboxes** |
| Plan dependency | Requires Voice. Minutes count toward `calling_minutes` |
Use this to view call history and handle voice-channel inbound from the workspace. The provider (for example Twilio Voice, WhatsApp Calling) depends on the inbox type you created.
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## 1. Call list
Open **Calls** and filter by status, for example:
– In progress, inbound, outbound, missed, ended
Opening a row shows time, duration, and linked contact / conversation (if created). Jump from there to the conversation workspace to follow up in text.
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## 2. How administrators connect it
1. Confirm the plan includes Voice.
2. **Settings → Inboxes → Add**, choose **Voice** or **WhatsApp Calling** (upgrade wall means upgrade first).
3. Follow the wizard for provider credentials and callback URLs.
4. Add on-duty agents to the inbox and ensure browser microphone permission.
5. Place a test call; confirm a list row appears and the conversation can be followed up.
Minute quota is in [Billing and usage](./26-billing-and-usage). When exhausted, outbound or inbound may be blocked (follow system prompts).
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## 3. Notes for agents
– Use a modern browser such as Chrome / Edge; allow the microphone.
– Headphones reduce echo.
– Mute during a call is microphone mute — not the conversation “mute and block contact” action.
– For a written record, add a private note on the linked conversation. If Captain speech-to-text is on, check the transcript afterwards.
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## 4. Frequently asked questions
**No Calls menu?** Feature off or your role lacks permission.
**Channel exists but list is empty?** Callback URL not pointing at Chatips, number not routed to that inbox, or tests still hitting an old system.
**Customer hears busy tone?** No online agents, capacity full, or provider error. Check whether the inbox needs re-authorisation.
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## Related articles
– [Channels and inboxes](./12-channels-and-inboxes)
– [Conversation workspace](./3-conversation-workbench)
– [Captain assistant](./7-captain-assistant)