Overview

Lightspeed Voice Connect is our core calling platform. It gives your team a complete call management experience, including the live dashboard, call handling tools, shared phonebook, messaging, reporting, and NOVA insights — all in one place.

1. Dashboard Overview

Access the dashboard by signing in to the Lightspeed Voice platform with your credentials. The flyout menu on the left is your gateway to Phonebook, Messenger, Reports, Management, and NOVA. Phone Reports gives quick access to the Dashboard, CDR Report, DID Report, Queues, and Ring Groups. The main dashboard shows today's quick stats and rankings, a compact live Switchboard preview, and a top navigation bar for adding contacts, clocking in/out, messaging, notifications, NOVA Sentiment Alerts, and settings.

2. NOVA Overview

NOVA is an optional add-on for Connect that gives you visibility into what happened on a call without listening to the full recording. Calls can be transcribed, summarized, and analyzed for sentiment.

Setup: Go to NOVA → Transcription Settings, toggle users to Active, and enable Transcribe by Default. PII Redaction options let you automatically remove sensitive information from transcripts.

Viewing transcripts: Transcribed calls appear in Call History and Reports, marked with a T icon (blue = complete, orange = processing).

Sentiment Alerts: Managed under NOVA → Sentiment Alerts. Create an alert with a name, recipients, monitored users, minimum duration, sentiment conditions, and delivery method.

Performance Dashboards: Found under NOVA → Group Performance and NOVA → User Performance, showing totals, charts, and per-user breakdowns for coaching and reviews.

3. Making and Receiving Calls

Calls can be handled from a desk phone, the browser Softphone, the Orbit desktop app, or the mobile app — all tied to the same extension. In-call controls include Mute, Hold, Transfer, Mute Recording, Add Call (Conference), and Call Transcription. Transfers can go to an extension, queue, ring group, voicemail, parking lot, or external number. Dial *27 to park a call.

4. Call History & Records

Call History is for reviewing individual calls. The CDR Report is for reporting and analysis across many calls over time.

5. Switchboard

The Switchboard is your live view of everything happening with calls and users in real time — who's on a call, who's available, and where calls can be managed.

6. Transferring, Parking, and Monitoring

Transfer calls by dragging and dropping onto another user, or using the transfer icon. Listen and Whisper allow supervisors to monitor calls for training without the caller knowing.

7. Voicemail and Notifications

Review messages left when unavailable, listen to recordings, return calls, and manage messages directly from the interface.

8. Phonebook

Manage all shared and personal contacts. Add a contact via the top navigation bar or the plus icon, or upload/download contacts via CSV.

9. Chat and Messenger

Chat (two-people icon) is for internal team communication only. Messenger (left menu) manages text messages with customers, including Search Prospects, message filters, New Message, and Add Contact.

10. Fax (If Enabled)

Send and receive faxes directly through the system without a physical fax machine.

11. Settings and Profile

Access personal settings from the gear icon: General (name, profile picture, voicemail password, time zone), Extension (call waiting, recording, greetings), Templates, and Notifications.

12. Admin Essentials

Found under Management → Account Settings: Agency Numbers, Agency Settings, Audit Log, Groups, Roles and Permissions, Uploads, Users, and User Statuses. Ring Groups and Queues determine how inbound calls are routed to multiple users.

13. Support

Submit a support ticket directly from inside the system to connect with the Lightspeed Voice support team.