Rocket.Chat Voice User Guide

With Rocket.Chat Voice configured in your workspace, you can now make and receive voice calls directly within Rocket.Chat. Whether you’re connecting with a teammate or transferring an existing call to another user, this guide explains how workspace users can get the most out of the voice calling features in Rocket.Chat.

Starting a call

You can easily start a voice call with any user from a direct message (DM) or by using the workspace dialpad.

Option 1: Start a call from DM

1. Open a direct message (DM) with the user you want to call.

2. Click the Voice Call icon in the room menu bar to start the call. Alternatively, click the Voice Call icon from the user’s profile card.

3. A call window pops up with the reciever’s name already pre-filled.

4. Click the Device Settings icon to review and adjust your audio and speaker preferences before dialing.

5. Finally, hit the Call button.

Option 2: Start a call using the dialpad

1. Click the New voice call icon from the main menu.

2. In the call window pop-up, select the username or type the number you wish to dial.

3. Click the Device Settings icon to review and adjust your audio and speaker preferences before dialing.

4. Finally, hit the Call button.

Before initiating a call, you can check the recipient’s presence status in the call window to see whether they’re currently available to recieve the call.

When you initiate a call:

• A call widget appears at the top of your workspace.

• The call widget rings the recipient and shows the call status and connection progress.

Receiving a call

When you receive a call in Rocket.Chat, a call widget rings at the top of your workspace to notify you. It displays the caller’s name and provides options to handle the call:

• Click the Accept icon to answer and begin the conversation.

• Click the Decline icon to reject the call.

You can drag the call widget anywhere on your screen while you’re working.

Call controls

Once you are actively on a call, the call widget provides several controls to help you manage the conversation effectively.

Transferring a call

The Transfer feature allows you to redirect the current call to a team member who is better equipped to assist with the conversation.

To transfer the call to another user,

1. Click the transfer icon from the call control.

2. In the transfer modal, enter the username or number you want to transfer the call to.

3. Click Hangup and transfer call.

Once the transfer is initiated, the call ends for you and immediately begins ringing for the new recipient.

In-chat call summary

Immediately after a voice call ends, a summary is automatically posted to the direct message (DM) room associated with the call. This record includes:

1. The user who initiated the call

2. The total call duration

3. The final outcome of the call to know if the call was successfully completed, transferred to someone else, unanswered, or failed because of an error.

4. The call info button to get more details about the call.

Access voice call info and history

To view your full voice call history:

1. Click the Call History icon from the main menu.

2. The call history list displays all voice calls associated with your account.

Each call entry shows the following information:

1. Contact: The username or contact involved in the call.

2. Type: Indicates if the call was incoming or outgoing.

3. Status: The final outcome of the call (Ended, Transferred, Not Answered, or Failed).

4. Date: When the call was initiated.

5. Quick actions: Click the kebab menu (⋮) next to any record to access these options:

   1. Voice call: Start a new call with the contact.

   2. Direct message: Open your DM with the contact.

   3. Jump to message: Navigate directly to the call summary message inside the DM chat.

   4. User info: Open the profile tab to view contact details

Search and filter call history

• Searching: Use the search bar to find calls by contact name.

• Filtering: Narrow down the call history list using these filter options:

  Filter options	Description
  Direction	Sort the call history by the direction of the call. Outbound: Outgoing calls that you initated. Inbound: Incoming calls made to you. All Directions: Both outbound and inbound calls.
  Status	Filter call history by the call status. Ended: The call completed succesfully. Transferred: The call was transferred to another user or contact. Not answered: The call was not answered. Failed: The call failed due to an error.

View voice call info

The Call info panel provides more details around a specific call. There are two ways to access the Call info panel:

1. From call history: Click on any call record in your call history list.

2. From a DM: Click the  call info icon on the call summary card from the DM.

Once the panel is open, you will find the following information:

• Contact: The contact or username of the user involved.

• Type: Specifically identifies the call as an Incoming Voice Call or Outgoing Voice Call.

• Outcome: The final call status (e.g., Successfully Ended, Transferred, Not Answered, or Failed).

• Timestamp: The precise date and time the call occurred.

• Call ID: A unique alphanumeric identifier for the specific call.

Directly from the bottom of the Call info panel, you can perform these quick actions:

• Direct message: Instantly jump into a chat with the contact.

• Call: Start a new voice call with the user immediately.

If you encounter any issues, refer to the Rocket.Chat Voice FAQ. With Rocket.Chat Voice, you have a powerful tool that improves team coordination and collaboration, making it easier to stay connected and responsive. Enjoy the benefits of integrated voice calling in Rocket.Chat!