I think this depends a great deal on whether it is first contact or whether it is with a known caller. For first contact, I prefer to have as much information a

I think this depends a great deal on whether it is first contact or whether it is with a known caller. For first contact, I prefer to have as much information as possible, and that includes facial expression etc. For known callers with whom a trust relationship has already been built, either voice or video is ok, voice often better given the lower cognitive effort required