# Inbound call center guides Use Twilio Programmable Voice to build an inbound call center. For example, you can programmatically respond to incoming phone calls, gather user input, record calls, and take payments without needing a person to answer the phone. ## Evaluate Evaluate Twilio features and products that support inbound call centers to determine which ones are right for your needs. #### CLICK TO EXPAND * **[Voice Insights](/docs/voice/voice-insights)**: Monitor and analyze call events, call quality, and more. * **[Conferencing](/docs/voice/conference)**: Connect multiple participants in a single call. * **[Conversation Intelligence (classic)](/docs/conversation-intelligence-classic)**: Use AI to analyze and extract insights from customer conversations. * **[SIP for Programmable Voice](/docs/voice/api/sip-interface)**: Use your existing SIP communications infrastructure with Twilio. * **[Bring Your Own Carrier (BYOC) Trunking](/docs/voice/bring-your-own-carrier-byoc)**: Connect your own carrier and phone numbers to the Twilio platform for voice calls. * **[Event Streams](/docs/events)**: Get a unified event stream and have it piped directly into your data infrastructure. ## Plan and build Learn how to plan and build standalone, functional Twilio Programmable Voice components. Combine components to create an inbound call center. ### Basic * **[Respond to incoming phone calls](/docs/voice/tutorials/how-to-respond-to-incoming-phone-calls)**: Use the `` TwiML verb to play a text-to-speech message for an incoming call. * **[Gather user input](/docs/voice/tutorials/how-to-gather-user-input-via-keypad)**: Use `` to let callers navigate menus with their keypad. * **[Record calls](/docs/voice/tutorials/how-to-record-phone-calls)**: Capture audio from calls for quality assurance or compliance. * [Record single side of a call](/docs/voice/tutorials/how-record-single-side-call). * **[Collect payments with Stripe](/docs/voice/tutorials/how-capture-your-first-payment-using-pay)**: Use the `` TwiML verb to securely collect payment information from callers. * [Use a generic pay connector](/docs/voice/tutorials/how-to-capture-payment-during-a-voice-call-generic-pay-connector). * **[Conference Calling](/docs/voice/tutorials/how-to-create-conference-calls)**: Host multi-party calls. ### Advanced * **[Build IVR phone trees](/docs/voice/tutorials/build-interactive-voice-response-ivr-phone-tree)**: Create more complex menus to route callers to the right department. * **[Voice Recording settings](/docs/voice/recording-settings)**: Configure account-wide settings for voice recordings, including external storage and encryption. * **[Voice recording encryption](/docs/voice/tutorials/voice-recording-encryption)**: Encrypt your voice recordings with your own public key for additional security. * **[WhatsApp Business Calling](/docs/voice/whatsapp-business-calling)**: Accept inbound calls from customers on WhatsApp. * **[Modify calls in progress](/docs/voice/tutorials/how-to-modify-calls-in-progress)**: Redirect or update active calls programmatically. * **[Share information between your applications](/docs/voice/how-share-information-between-your-applications)**: Pass metadata between your backend and client-side applications using custom parameters at call connection time. * **[Queue Calls](/docs/voice/queue-calls)**: Place callers in a queue when all agents are busy, and connect them when an agent is available. * **[Failover Best Practices](/docs/voice/twilio-voice-failover-best-practices)**: Ensure your call center remains operational during outages. * **[Emergency Calling](/docs/voice/tutorials/emergency-calling-for-programmable-voice)**: Connect callers to emergency services. * [Emergency Calling for SIP Interfaces](/docs/voice/sip/emergency-calling). #### Advanced connectivity **SIP for Programmable Voice**: Connect your SIP-enabled equipment to the Twilio platform. * [Send inbound SIP to Twilio](/docs/voice/api/sending-sip) * [Send inbound SIP REFER to Twilio](/docs/voice/api/refer-to-twilio) * [Encrypt inbound SIP calls with Secure Media](/docs/voice/api/secure-media) * [Use a private SIPconnection with Twilio Interconnect](/docs/voice/api/sip-interconnect) * [Add programmability to your existing SIP network](/docs/voice/tutorials/how-to-add-programmability-to-your-existing-sip-network) ## Troubleshoot Troubleshoot issues with inbound call centers. #### CLICK TO EXPAND * [Voice Insights FAQs](/docs/voice/voice-insights/frequently-asked-questions) * [Troubleshooting voice calls](/docs/voice/troubleshooting) * [Invoice and call log discrepancies](/docs/voice/why-doesnt-my-invoice-match-what-i-pull-from-the-call-logs) ## Maintain Maintain and monitor your app and inbound calls. #### CLICK TO EXPAND **Set up and interpret Voice Insights**: Monitor and analyze call events, call quality, and more. * [Use the Call Insights dashboard](/docs/voice/voice-insights/call-insights-dashboard): Get a comprehensive overview of your voice communications performance. * [Subaccounts Call Insights dashboard](/docs/voice/voice-insights/subaccount-call-insights-dashboard) * [View the Call Summary](/docs/voice/voice-insights/call-summary): View call metadata, connection parameters, and quality indicators for every call. * [Set up Event Streams for Call Insights](/docs/voice/voice-insights/event-streams/call-insights-events) or [Event Streams for Conference Insights](/docs/voice/voice-insights/event-streams/conference-insights-event): Get a unified event stream and have it piped directly into your data infrastructure. * Enable [Advanced Voice Insights features](/docs/voice/voice-insights/advanced-features) and the [Voice Insights Intelligent Discovery AI Assistant](/docs/voice/voice-insights/voice-insights-intelligent-discovery-ai-assistant) for more nuanced insights. **Track usage, costs, and application health**: Monitor usage and costs in the Console, through the API, or with Datadog, and set up alarms for application errors. * [Track usage, costs, and application health](/docs/voice/guides/track-usage-costs-health): Monitor usage and costs in the Console, through the API, or with Datadog, and set up alarms for application errors.