Voice Overview
  • 18 Feb 2022
  • 2 Minutes To Read
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Voice Overview

  • PDF

There are three main types of voice calls that can be used alongside Gladly:

  1. VoIP – VoIP calls are made over the Internet — think Skype, Google Voice, or Whatsapp calls. If you’re set up for VoIP calls, you’ll be accepting, declining, and making calls directly through Gladly.
  2. Direct Dial – Direct Dial calls are made over traditional landlines, like your home phone, mobile phone, or more specifically, the phone that’s sitting on your desk right now. If you’re set up for Direct Dial calls, you’ll be using a landline to make and receive calls, but the calls will still be routed and recorded via Gladly.
  3. External phone system – Calls are completely managed outside of Gladly. No call activity is tracked in Gladly but Agents can use Gladly to take note of Conversations.

Who brings the dial tone?

When thinking about receiving voice calls in Gladly, there are two options to think about which you are required to select:

  1. Gladly Is Your CarrierThis means you are using Gladly voice services to "bring the dial tone" to your contact center.
  2. “Bring Your Own Carrier” – You opt to bring your own carrier to integrate with Gladly and not use Gladly's own voice service.

Click here to learn how voice is initially configured in Gladly.

Gladly is the carrier

Using Gladly Voice (VoIP), Agents can take calls on Gladly via the browser, or their physical desk phones.

There are two deployment options:


Browser RequirementHardware RequirementNetwork Requirement
Browser-based (webRTC)ChromeHeadset plugged into a computerSee Network Requirements for more information.
Phone-based (SIP)ChromeSIP-based phoneSee section below

Additional SIP Provider Requirements

  1. Ability to forward calls from their VoIP System to Gladly.
  2. Ability to add a custom header to the SIP invite message.
  3. SIP Endpoints should be public or able to provide a means to connect external SIP endpoints.
  4. SIP infrastructure needs to support SIP Authentication, or have a static IP address that their call forwarding requests will originate from, which Gladly can then allow.
  5. Infrastructure needs to support SIP over TLS and SRTP (both of which are security protocols used to encrypt the data being sent over the web).
  6. Need to be able to forward SIP calls to different SIP addresses depending on which phone number had been originally dialed.

Toll-Free vs Local

With Gladly Voice, you can leverage your existing toll-free and/or local number, or even procure a new number through Gladly.

A few things to note about numbers:

  • Toll-free numbers only support Short Message Service (SMS) (i.e. texting characters). If you want to offer your customers and agents the ability to text pictures, audio, and video content, you’ll need to have a local number to support Multimedia Messaging Service (MMS).
  • Toll-free numbers do not support making or forwarding calls to other toll-free numbers.

See Call Forwarding vs. Porting to learn more about how to leverage your existing numbers.

Purchase phone numbers

Phone numbers can be purchased and configured directly from the Gladly UI without needing Professional Services.

Country Limitations

Toll-free and dual functionality numbers (i.e. voice and SMS) may not be available for international countries. Work with your Implementation Team to verify what numbers are supported for the international countries you need.


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