Get started with Voice

To use Voice on the Infobip platform, you need to meet the following requirements:

Create an Infobip account (opens in a new tab) (if you do not already have one) by completing the platform onboarding.
Register your number

Start your free trial

Once you create your Infobip account, your free trial starts and will remain active for 60 days.

Your 60-day free trial begins on the day your account is created. A countdown will display the number of days remaining in your trial.

Limitations

Here are some specific details for Voice and Video to keep in mind during the free trial:

You are entitled to:
- 15 outgoing calls or voice messages to a phone.
- 15 incoming calls from a phone
You can test 100 video or audio online calls over Web Real-Time Communications (WebRTC).
Voice calls in the trial period can only be directed to a mobile phone number you verified during the signup process.
Voice calls in the trial period are limited to a 5-minute duration.

Sign up and trial users are limited to the countries specified in the list below. If you are interested in any country not specified in this list, contact Sales.

Available countries for Voice calls

Available countries for outbound calls

Afghanistan
Albania
Algeria
Angola
Argentina
Armenia
Australia
Austria
Azerbaijan
Bahrain
Bangladesh
Belarus
Belgium
Benin
Bosnia and Herzegovina
Brazil
Bulgaria
Burkina Faso
Cameroon
Canada
Central African Republic
Chad
Chile
Colombia
Comoros
Congo
Cote d'Ivoire
Cyprus
Croatia
Denmark
Ecuador
Egypt
El Salvador
Estonia
Eswatini
Ethiopia
Finland
France
Gabon
Georgia
Germany
Ghana
Guatemala
Guinea
Honduras
Hong Kong
Hungary
India
Indonesia
Iran
Iraq
Ireland
Israel
Italy
Japan
Jersey
Jordan
Kazakhstan
Kenya
Kosovo
Kuwait
Kyrgyzstan
Lao People's Democratic Republic
Libya
Luxembourg
Macao
Malaysia
Mali
Mauritius
Mexico
Moldova
Montenegro
Morocco
Mozambique
Myanmar
Namibia
Netherlands
Nigeria
Norway
Oman
Pakistan
Panama
Paraguay
Peru
Philippines
Poland
Portugal
Puerto Rico
Qatar
Romania
Russian Federation
Saudi Arabia
Senegal
Serbia
Singapore
Slovakia
Slovenia
South Africa
Spain
Sweden
Switzerland
Taiwan
Tajikistan
Tanzania
Thailand
Tunisia
Turkey
Uganda
Ukraine
United Arab Emirates
United Kingdom
Uzbekistan
Vanuatu
Venezuela
Vietnam
Yemen
Zambia
Zimbabwe
USA (can only be enabled after contacting Support)

Available countries for inbound calls

Argentina
Australia
Brazil
Canada
Chile
Cocos (Keeling) Island
Costa Rica
Croatia
Czech Republic
Denmark
Ecuador
Estonia
Germany
Guatemala
Hong Kong
Jersey
Kazakhstan
Lithuania
Malaysia
Mexico
Palau
Panama
Peru
Philippines
Puerto Rico
Romania
Singapore
South Africa
Sweden
Taiwan
Thailand
Ukraine
United Kingdom
Vietnam
USA (can only be enabled after contacting Support)

Upgrade to a paying account

You can upgrade to a paying account at any time. Select the Add funds (opens in a new tab) option at the top of the page and choose a billing option. Once you add funds to your account balance, it will no longer be in the free trial mode.

If your free trial has ended, a banner will appear at the top of your homepage. You can add funds by clicking the Upgrade now button and continue sending messages to your customers.

Send your first Voice message

Once you have registered for an Infobip account and have started your free trial, you can send your first Voice message.

Start sending voice messages with Voice on our web interface (opens in a new tab). At the top of the page, select whether you are a business user or a developer:
- Business users can test messages directly in the web interface.
- Developers can send test messages using the ready-made API request.
Send your first Voice message. The recipient field is prepopulated with the number you verified during sign-up. During the free trial, you can add up to five recipients with verified numbers.

Business user experience

Business users can test messages directly in the web interface (opens in a new tab).

To send your first message as a business user, follow these steps:

Send your first message and enter the recipients, add their name and verify their number.
- Text to speech: Type the message that you want to be converted to an audio message to your clients and customers.
- Language: Select the language you want to use, as well as the voice and speed at which the "agent" will speak.
Check the country availability. You can make voice and video calls globally during the free trial.
(Optional) Add funds to your account to stay connected after the free trial ends. With our straightforward pay-as-you-go system, you only pay for the Voice messages you send.
Buy a number and receive calls from your clients. You can also have a specific number displayed as your caller ID when you start sending live traffic. Numbers come with both a monthly fee and a one-time setup fee.

You are now ready to start sending live traffic with Voice.

NOTE

Voice and video calls can be made globally during the free trial. After the free trial ends some countries may change availability for voice and video calls.

Call link

Generate a call link to create a shareable link for a phone call or a conference room.

You can choose to create two types of call links:

Phone: Connect customers with your business on a 1:1 call with a shareable link.
Room: Create a conference room call for up to 15 participants. You can secure the room with optional password protections.

You can add funds to your account and start sending live traffic.

Developer experience

If you decide to send Voice messages using our ready-made API request, you have three options available:

Voice messages
Call links
Click-to-call

Copy and paste the provided code snippet from the web interface (opens in a new tab) into your API platform.
Check the message status log to confirm successful delivery. If delivery fails, review the response status and error codes to identify the issue.
Check country availability. You can make voice and video calls globally during the free trial. After the trial ends, some countries may change availability for voice and video calls.
(Optional) Add funds to your account
- To upgrade your account now, select Add funds and follow the steps to become a paying account.
- To upgrade your account at a later time:
  - If your free trial is still active, select Add funds at the top of the web interface.
  - If your trial has expired, a banner will appear on your homepage. Select Upgrade now to add funds.
Buy a number
Once completing these steps, you are ready to send voice live traffic.

Call link

Create a shareable link that lets users start a call with you, using our API.

You can create two types of call links:

Phone: Share a link that lets customers connect with your business through a one-on-one call.
Room: Set up a conference call for up to 15 participants, with the option to add password protection for extra security.
- Copy and paste the code snippets into your API platform to generate your call link.
- Once generating your call link, you can share it with anyone and test the feature.

Click-to-call

Use click-to-call to enable your customers to request a call by clicking a button, image, or on text on your website and minimize waiting times.

To start with Click-to-call-testing, follow the following steps:

Test how a call request works: This test can only be performed with 2 verified numbers. Verify a second number if needed before testing.
NOTE
When a user visits your website and requests a call by clicking a webpage element, they will need to leave their contact number so they can hear back from your company.
After testing a call request, you can check the call status in logs. If delivery fails, review the response status and error codes to identify the issue.

Once these steps are complete, you are ready to send voice live traffic!

Numbers and senders

For each of our voice solutions, you can select a phone number to be used as the caller ID. This caller ID may or may not be displayed as-is on the end-users' phone depending on the voice connection used to reach the destination. If you need to ensure your caller ID is always displayed, reach out to our Support team (opens in a new tab).

To process inbound calls with our voice solutions, you need to use Infobip voice numbers, unless your inbound calls will reach the Infobip platform over SIP or webRTC. You can lease voice numbers from Infobip and set up the desired voice action on these at any time.

See Voice Numbers for more details.

Inbound and outbound calls for self-signup customers

Outbound voice calls for self-signup users are available in 215 countries. Inbound voice calls for self-signup users are available in 30 countries worldwide.

Check out the list of supported countries (opens in a new tab).

If you are interested in one of the unsupported countries, contact sign up (opens in a new tab) to help you.

NOTE

Outbound calls to the United States are not enabled by default on self-signup accounts. To add the US as a destination, contact support (opens in a new tab) to validate that your use case(s) complies with the FCC's robot-calling restrictions.

Add-ons and options

You can combine different add-ons depending on your business needs with Voice and Video channel. To enable these add-ons, contact support (opens in a new tab).

Recording

With the Recording add-on, you can record all voice and video communications, whether you chose to record the whole conversations or part of these.

You can activate Recording in different places depending on the voice and video solution you use:

During voice action setup on voice number: when configuring your Voice number, various voice actions (Forward to IVR, Forward to Phone, Forward to SIP, and so on) come with the ability to automatically record the inbound calls and any child call that would be connected to it.
When creating a Broadcast over the voice channel.
When a new SIP trunk has been created over the portal, clicking on that trunk allows activating the recording of all traffic going through it.
When creating a new webRTC token for one of your webRTC users.
When using Calls API, the recording of Calls, Dialogs and Conferences can be started and stopped at any time with the recording API methods.
When using Click to Call, IVR, or Advanced Voice Messages APIs, as optional parameters for your requests.

The complete Recording facility is made of 3 complementary add-ons:

Recording: whether your account is allowed to trigger voice and video call recordings.
Recording Storage: required if your account does not use our SFTP facility.
Video composition: required if you plan to have video conferences or rooms with multiple participants, and when all participants' recordings should be merged into a single media file.

COUNTRY REGULATIONS AND COMPLIANCE

Certain types of Voice and Video calls and call recordings might be subjected to specific country regulations. Before you set up and start using Voice and Video, make sure you've checked the country's telecom regulations.

Infobip Cloud or SFTP

You may choose to have all your voice and video recordings stored on Infobip's own cloud storage, or immediately pushed to your SFTP server once the recording is complete.

Your SFTP server address and credentials can only be set up in the web interface in the Settings section under the Recording section of the Voice channel application (opens in a new tab).

INFO

If your SFTP server is unreachable, recording files will be discarded and not stored on the Infobip cloud storage.

Retrieve voice and video recordings from your account

You can find Voice and video recordings on your account, under the Recordings section of the Voice channel application (opens in a new tab).

Recordings are split into 3 different categories:

Calls	Recordings of single-leg calls, typically used by: Calls API applications implementing any user-defined scenario where the end user is only interacting with the application Voice message recording IVR recordings
Conferences	Recordings of multi-party calls (2 participants or more), typically used by: Calls API applications using the connect or conference API methods to connect 2 or more participants Infobip Conversations, our Contact Center as a Service solution. Note that Conversations customers are strongly advised to refer to their recordings from Conversations as the Voice recording page does not include any metadata (conversationId, agent name or Id, and so on.) related to Conversations. WebRTC 1-on-1 and webRTC Rooms. Recordings from voice messages and IVR, when a call forwarding was performed and 2 participants were connected.
Dialogs	Recordings of 2 party calls, typically used by: Calls API applications using the Dialog API method to bridge 2 calls together. Recordings from Forward to Phone setups. Recordings from Forward to IP setups. Recordings from Number Masking sessions. Recordings from IVR, when a call forwarding was. performed and 2 participants were bridged together and hangup propagation was activated.

INFO

For a limited period, you may find recordings performed over SIP trunks (Forward to IP action), Voice Messages, IVR, Number Masking, and Click to Call under the Analyze/Recordings section of your account.

We are gradually transitioning these recordings to a new Voice recording page.

Retrieve voice and video recordings via API

You can retrieve recordings in 2 ways, depending on the Voice API you are using:

For recordings performed with Calls API, see our related product documentation.
For recordings performed with IVR API, check our dedicated search and download (opens in a new tab) methods.

Answering Machine Detection

Answering Machine Detection (AMD) is a feature that detects whether a call is answered by a human or by a machine (such as, voicemail answering machine).

AMD is available across many Infobip voice solutions, including:

Over API:
- Calls API
- Advanced Voice Message API
- IVR API (outbound IVR)
- Click to Call
- Number Masking
Infobip web interface:
- Broadcast
- Moments using Flow

AMD works by analyzing the first few seconds of audio after a call is answered. Typically, it requires 3.74 seconds of audio to determine whether a human or a machine has answered. However, depending on the Infobip product used, it may be possible to vary the analysis time. For example:

Shorter detection times (as little as 1 second, such as with Calls APIs) are useful where the goal is to identify voicemail pickup quickly
Longer detection times (up to 5 seconds) improves the accuracy of distinguishing between humans and machines

Conferences

The Conferencing add-on is required to use Calls API Conferences and WebRTC Rooms.

Text-to-speech

Text-to-speech (TTS (opens in a new tab)) is used to convert a written message into an audio file. That file is then played to your customers over the voice & video product or API triggering its usage. You can use it for both promotional and transactional traffic. With this feature, you don't have to bother with pre-recorded audio. Additionally, you save time and are able to speed up your go-to-market strategy.

For text-to-speech conversion, we offer more than 100 languages and accents. A full list of supported languages is shown in the Speech languages reference.

Speech Synthesis Markup Language (SSML) is supported with text-to-speech. For more information, see SSML support.

Speech capture

Infobip Speech Capture feature collects end-user’s speech and returns a text with the recognized content. This is currently only available via API in:

IVR API scenarios, with the capture action type
Calls API, with the Capture speech method

For more information on the supported languages for speech recognition, see the full list in Speech recognition languages. The reference lists the abbreviation you need to use when selecting a specific language in the API request.

Speech transcription

Infobip Speech transcription is a feature that captures end-user’s speech, similar to Speech capture. It returns a text with the recognized content but it is intended for long duration interactions or for transcribing complete calls.

It is part of Calls API, with the Start/Stop transcription methods.

Enhance recognition for specific words or expressions

Depending on the API you use for Speech recognition, you might be offered the opportunity to define key phrases or hints. Key phrases are used to match captured speech.

If the full captured text contains one of the specified phrases, that phrase will be highlighted on the outcome of your Speech recognition action. Each key phrase can contain up to five words and the number of key phrases is unlimited.

Audio streaming

Audio streaming is a feature of our Calls API platform which allows duplicating (forking) the audio of a call towards an external service of your choice using websocket as the transport protocol.

Overview Configure inbound calls