Team Voice Calls User Guide

The Team Voice Calls feature is currently in beta. Report any issues to Rocket.Chat support.

With VoIP configured and an extension assigned to you by your workspace administrator, you can start making and receiving calls in Rocket.Chat. This guide provides a walkthrough of the steps for using Team Voice Calls, from setting your availability to managing calls in your workspace. Whether you’re connecting with team members or transferring calls to another user person, these instructions will help you get the most out of the voice calling features in Rocket.Chat.

In this guide, you’ll learn how to do the following:

Enable certificate on FreeSWITCH

To allow secure communication between Rocket.Chat and the FreeSWITCH server, you need to enable the server’s SSL certificate in your browser.

This action is required only once per browser. You won’t need to repeat it unless you're using VoIP on a different browser. Contact your workspace administrator to obtain the FreeSWITCH server URL.

  1. Go to https://<your-freeswitch-domain>:7443 in your browser. A warning appears about an invalid certificate (ERR_CERT_AUTHORITY_INVALID).

  2. Click Advanced, then select Proceed to <your-domain> (unsafe) to bypass the warning.

  3. The page loads, returning an HTTP ERROR 400 message, confirming the certificate is enabled.

Set your availability for calls

To get started with Team Voice Calls, you have to set your availability for calls:

  1. Click your avatar menu from the navigation bar.

  2. In the dropdown menu, select Enable Voice Calling. Usually, this option is already enabled by default, so it shows Disable Voice Calling. Enabling this action registers you with FreeSWITCH under your assigned extension (e.g., 1000), signifying that you’re available for calls.

To stop receiving calls and set yourself as unavailable when you’re busy, click Disable Voice Calling. This option unregisters you until you enable it again, allowing you to control your call availability as needed.

If this option is not available for you, contact your workspace administrator to assign you an extension.

How to initiate a call

In Rocket.Chat, there are two main ways to start a voice call: through a direct message (DM) or by using the dialer. Follow the steps below to initiate a call using any of these methods.

Starting a call from a direct message

  1. Open a DM with the user you want to call.

  2. Click the call icon from the room menu bar and select Voice Call to start the call.

Alternatively, you can click the  call icon from the user’s card or profile.

Starting a call using the dialer

The dialer is currently only available in Feature Preview. Follow these steps to enable and use it:

  1. Navigate to Account > Feature Preview from your avatar menu.

  2. Enable Enhanced navigation experience to activate the new navigation bar in Rocket.Chat.

  3. Click the call icon in the navigation bar to start a new call.

  4. Enter the extension number you want to call using the dialpad(e.g., 1005) and click Call to initiate the voice call.

  • If you can't access the Feature Preview menu, ask your admin to enable it in your workspace.

  • You can also use the dial pad to call Public Switched Telephone Network (PSTN) numbers if your VoIP server is configured for it.

After you initiate a call, a call popup rings at the bottom of your workspace, displaying the call status and connection progress.

For your first VoIP call, if the call ends abruptly after you or the reciever accepts browser microphone permissions, redial the user to connect successfully.

How to receive a call

When you receive an incoming call, a call popup rings at the bottom of your workspace to notify you. It displays the caller’s name and options for handling the call.

  • Accept the Call: Click the   Accept icon to answer the call and begin the conversation.

  • Decline the Call: Click the   Decline icon to reject the call.

This popup also includes quick controls to help you to manage the call effectively.

Call controls

Once you're on a call, several control options are available in the call popup to help you manage the conversation:

  • Mute/Unmute: Toggle the microphone icon to mute or unmute yourself.

  • Hold: Click the hold icon to temporarily pause the call without disconnecting.

  • Dial pad: Click the dail pad icon to interact with automated systems during the call.

  • Transfer call: Refer to Transfer a call.

  • End call: Click the end call button to disconnect.

  • Audio controls: Click the Device settings icon to select your microphone and speaker device.

These controls give you full flexibility to manage your calls efficiently.

Transfer a call

Sometimes you may need to redirect a call to a team member who is better equipped to assist in the conversation. The Transfer feature allows you to transfer the current call to another user within your Rocket.Chat workspace.

To transfer the call to another user,

  1. Click the transfer icon  from the call control.

  2. In the transfer modal, select the user you want to transfer the call to. The dropdown menu only displays users who are available to take calls. Click Hangup and transfer call.

  3. Once you transfer the call, the call ends for you and begins ringing for the new recipient, similar to the image below:

With Team Voice Calls in Rocket.Chat, you have a powerful tool for seamless communication right within your workspace. You can manage calls, collaborate in real-time, and connect with the right people when needed. These features enhance team coordination, making it easier to stay connected and responsive. Enjoy the benefits of integrated voice calling in Rocket.Chat!