---
title: "Voice: OTP, IVR, calls and AI agents"
description: "What voice can do on OmniChannels.ai, from voice OTP and IVR to AI voice agents and SMS-to-voice fallback, and how our team provisions it for your account."
canonical: "https://omnichannels.ai/developers/voice/"
language: "en"
updated: "2026-10-10"
publisher: "BroadNet Technologies"
brand: "OmniChannels.ai"
section: "Messaging channels"
---

# Voice: OTP, IVR, calls and AI agents

Canonical: https://omnichannels.ai/developers/voice/
Language: en
Publisher: OmniChannels.ai by BroadNet Technologies

Voice covers spoken one-time passcodes, IVR menus, programmable outbound calls, text-to-speech and AI voice agents. Unlike the messaging channels, voice is provisioned with our account team: there are no public voice endpoints in the REST API, and your configuration is built around your numbers, countries and call flows.

## What you can build

| Capability | What it does | Typical use |
| --- | --- | --- |
| Voice OTP | Reads a one-time passcode aloud in a phone call. | Users on landlines, users who did not receive the SMS, accessibility. |
| Flash call | Verifies a number with a short missed call. | Low-friction phone number verification. |
| SMS-to-voice fallback | Places a voice call with the code when an SMS is not delivered. | Raising OTP completion rates in hard-to-reach markets. |
| IVR | Multilingual phone menus that route and serve callers. | Routing callers, self-service, after-hours lines. |
| Outbound calls | Programmable calls with recorded or synthesised messages. | Appointment reminders, delivery notices, payment reminders. |
| Text-to-speech | Converts text to natural speech, including Arabic. | Dynamic messages such as amounts, dates and codes. |
| AI voice agents | Conversational agents, including in Arabic, that answer and place calls and hand over to a human. | Front-line support, bookings, qualification calls. |
| Contact centre | Inbound queues, predictive, progressive, power and preview dialers, answering-machine detection, recording and transcription, voicemail drop. | Sales and collections teams, customer care. |
| Bring your own carrier | Connect your existing SIP trunks. | Keep current carrier contracts and numbers. |

Resellers can offer voice under their own brand with the same white-label, multi-tenant setup as the messaging channels.

## How provisioning works

Voice depends on caller IDs, number ranges and local telecom rules, so it is configured with you rather than through a self-serve API:

1. **Scope.** Tell us the use case (OTP, reminders, IVR, agents), destination countries, expected call volumes and languages.
2. **Numbers and caller ID.** We agree caller IDs and number ranges for each country, within local rules.
3. **Call flows.** Our engineers build your IVR menus, prompts, text-to-speech voices or AI agent behaviour with you.
4. **Integration.** We agree how your systems trigger calls and receive call outcomes, for example through events to your webhook.
5. **Testing.** Calls go to your own verified numbers before any production traffic.
6. **Go live.** Production routes are switched on once compliance checks are complete.

## Combining voice with messaging

Voice works best as part of a channel plan, not in isolation:

- **OTP:** send the code by SMS or a WhatsApp authentication template first, then fall back to a voice call if delivery fails. See [SMS](/developers/sms/) and [WhatsApp](/developers/whatsapp/).
- **Reminders:** send a WhatsApp or SMS reminder, and call only the customers who did not confirm.
- **Support:** let an AI voice agent resolve routine calls and pass the conversation to a human agent with context.

## What to prepare

- Use cases and sample scripts, in each language you need.
- Destination countries and expected daily and peak call volumes.
- The caller ID you want to present, and any numbers you already own.
- Where call outcomes should go in your systems.
- For SIP trunks you bring: your carrier and trunk details.

## Request voice access

[Request access](/demo/) and mention voice, or ask the engineer working on your messaging integration. We scope voice together with your other channels so the fallbacks and reporting fit together.

## Next steps

- [Quickstart](/developers/quickstart/): start with messaging while voice is provisioned.
- [SMS API](/developers/sms/): the usual first channel for OTP, with voice as fallback.
- [Webhooks](/developers/webhooks/): how status events reach your systems.