Voice

Voice shows what your connected voice provider reports: the customer accounts mapped to companies, the people provisioned in them, and their calls. It is for MSP staff and company users who have Voice read access. Intermedia Elevate is the first supported provider. Voice reports. It does not place calls, change users or alter anything at the provider.

Branch preview: this guide and its screenshots describe Voice as it works on an unreleased branch, captured on the MSPortal Demo tenant with sample accounts and calls. Labels and figures are verified against that build and will be recaptured from production after release.

Before you start

Your role has the Voice read permission. MSP roles that could already read Security received it automatically. Company roles get it when the MSP grants it; see Company user permissions.
Your MSP has connected Intermedia and mapped its customer accounts to companies. Voice appears in the sidebar only once a voice integration exists. See Configure Intermedia Integration.
Call history needs call analytics connected for each account. Accounts without it still show their users, but no calls.
Voice is a feature MSPortal turns on per account, listed under Protection. If the permission and integration are in place and the sidebar entry is still missing, contact support@msportal.ai.

Company users only ever see the accounts, users and calls of their own companies, whichever company scope is active.

Open Voice

Select Voice in the sidebar’s Protection group. The page opens on Overview.

Set the company scope

Use the company selector at the top of the page. Every tab, chart and table follows it. MSP staff can choose any company they are allowed to see, or all companies.

Choose the period

Open the period selector in the header and choose Last 7 days, Last 30 days or Last 90 days. The default is the last 30 days. Every tab reads the same period.

Pick a tab

Select Overview, Calls, Users or Accounts in the header.

Desktop
Phone

Voice Overview tab for all companies over the last 30 days: 483 calls, 762 minutes of talk time, 87% answered, 6 active callers of 38 users and 2 accounts, above a Calls per day trend, a Calls by hour of day bar chart and a Busiest callers list. — Branch preview on the Demo tenant: the Voice Overview with the summary rail, Calls per day, Calls by hour of day and Busiest callers.

What each tab shows

Tab	What it shows
Overview	A summary rail, the daily call trend, calls by hour of day and the busiest callers for the selected companies and period.
Calls	One row per call, newest first.
Users	One row per person who made or took a call, busiest first, with their call counts and talk time.
Accounts	One row per mapped account, busiest first, with its totals and call analytics status.

Overview

The summary rail shows five figures for the period:

Statistic	What it means
Calls	Every synced call, with the inbound and outbound counts beneath.
Talk time	Total minutes on calls, with the average call length in seconds beneath.
Answered	The share of calls with any talk time, with the number of unanswered calls beneath. The figure turns amber below 70%.
Active callers	The people who made or took at least one call, out of all users provisioned in the mapped accounts.
Accounts	The mapped accounts in scope, and how many of them have call analytics connected. The figure turns amber when none do.

Below the rail:

Calls per day plots the period as three series, Inbound, Outbound and Internal.
Calls by hour of day shows which hours are busiest. Days and hours follow your browser’s time zone.
Busiest callers lists the eight people with the most calls, each with their company and talk time. Select Users at the bottom of the card to open the full list.

Two empty states can replace the charts:

Message	Meaning
No voice data yet	No mapped account is in scope. Map Intermedia accounts to companies and connect call analytics in Settings > Integrations. Users who manage integrations get a button to the page.
No calls in this period	Accounts are mapped, but no account in scope has call history for the period. Call history arrives once an account’s call analytics are connected and the first sync completes.

Voice Overview showing the No voice data yet card, which explains that Intermedia accounts must be mapped to companies and call analytics connected in Settings > Integrations. — Branch preview on the Demo tenant: the Overview before any account is mapped.

Calls

Column	What it shows
Started	When the call began, in your time zone. Point at it for the exact time.
Direction	Inbound, Outbound or Internal.
From and To	Each party’s name with the number or extension beneath, or the number alone when the provider sent no name.
Duration	Talk time as minutes and seconds. A call with no talk time shows Unanswered.
Account	The Intermedia account the call belongs to.
Company	The company the account is mapped to.
Group and Charge	The call group and the provider’s charge for the call. Both are hidden until you turn them on in Columns.

Filter in the row under the headers: a date range for Started, a direction, text for the parties and the account, a duration range and a company. The company filter only narrows the active company scope; it cannot reach companies outside it. Tables show 25 rows per page; change Rows per page or use Columns to choose what you see. Select a column heading to sort.

Users

Column	What it shows
User	The person’s name with their number or extension beneath. A number with no name reads Unknown caller.
Account and Company	The account the user belongs to and its mapped company.
Calls, Inbound, Outbound	Call counts for the period. Internal and Number are available from Columns.
Talk time	Total talk time for the period as hours, minutes and seconds.
Last call	When the person’s most recent call started.

The caller of an outbound or internal call and the called party of an inbound call count as the user.

Accounts

Column	What it shows
Account and Company	The Intermedia account and the company it is mapped to. Unmapped accounts never appear here.
Plan and State	The account’s Elevate plan and its state at Intermedia.
Users	The people provisioned in the account.
Calls and Talk time	Totals for the period. Inbound, Outbound and Internal are available from Columns.
Call analytics	Connected, Needs attention or Not connected. Only connected accounts contribute calls; MSP staff fix the other two on the integration’s Review data step.

How often data updates

Data	Sync schedule
Accounts and users	Every hour
Call history, for accounts with call analytics connected	Every hour; the first sync reads the last 30 days

Opening Voice does not start a sync. MSP staff can run Sync All Data on the Intermedia setup page.

Voice in reports and dashboards

Two blocks in the Voice category of the block library read the same data, scoped to the report’s company and period:

Block	What it shows
Voice Call Volume	Calls, talk time, answered share and the daily inbound, outbound and internal trend, with the busiest callers beside the figures (turn them off in the block’s settings).
Busiest Callers	The people with the most calls, with their inbound, outbound and talk time. Choose how many to rank, from 3 to 25.

Both need the Voice read permission and a connected Intermedia integration; otherwise they stay out of the library. Full Report also offers a Voice content source, off by default, with Summary and Detailed levels, so the written report can cover call volumes, talk time, answered share, the busiest callers and each account’s users. See Reporting.

Voice in the MCP server and public API

AI clients connected to the MCP server get a query_voice tool with four actions: get_voice_summary, list_voice_calls, list_voice_users and list_voice_accounts. They need the voice.read scope, the Voice read permission and a connected voice provider, and they follow the connected user’s company access. See the MCP Tools Reference. The public API exposes the same reads under the voice.read scope:

Endpoint	Returns
`GET /api/public/v1/voice/summary`	Accounts, users, active callers, calls by direction, answered share, talk time, charges and a daily trend for the window.
`GET /api/public/v1/voice/calls`	Call history, newest first.
`GET /api/public/v1/voice/users`	Callers, busiest first.
`GET /api/public/v1/voice/accounts`	Mapped accounts, busiest first, with call analytics status.

Each accepts an optional companyId and a window as days (7, 30 or 90, default 30) or from and to timestamps. The API key’s linked user needs the Voice read permission, and the request is refused when no voice provider is connected. See the API Reference tab for parameters and response fields.

Troubleshooting

Problem	What to do
Voice is missing from the sidebar	Your role lacks the Voice read permission, no voice integration is connected, or the feature is off for your account. Ask your MSP administrator.
No voice data yet	No mapped account is in the company scope. MSP staff map accounts on the Intermedia setup page’s Map accounts step.
No calls in this period	No account in scope has call analytics connected, or the first sync has not finished. Check the Call analytics column on Accounts and the period.
An account shows Needs attention	Intermedia rejected the account’s service account. MSP staff replace it from the setup page’s Review data step; the message beside the status is Intermedia’s reason.
Figures look low	The period and the company scope limit every figure, and accounts without call analytics add users but no calls. Widen the period or check Accounts.
Times look shifted	Days, hours and the Started column follow your browser’s time zone.

Frequently asked questions

Can company users see other companies' calls?

No. Company users see only the accounts mapped to the companies they can access, and the company filter cannot reach beyond that scope.

Why does Active callers show fewer people than Users?

Users counts everyone provisioned in the mapped accounts. Active callers counts only those with at least one call in the period.

Does Voice record or play calls?

No. It shows call records as the provider reports them: who called whom, when, for how long and at what charge.

Configure Intermedia Integration

Connect Intermedia, map accounts to companies and connect call analytics.

Reporting

Add the Voice blocks and content source to reports and dashboards.

MCP Tools Reference

Call the Voice actions from a connected AI client.

Company user permissions

Grant company roles the Voice read permission.

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Voice

Before you start

Open Voice