Platform Features

Features

1. Call Answer, Hold, Resume & Transfer

Manage incoming and active calls with essential call-handling functionality, including answering, placing calls on hold, resuming calls, and transferring calls to other extensions or users.

2. Call Recording with Advanced Search

Record calls for quality assurance, training, and operational review. Use advanced search and filtering to locate recordings based on available call metadata.

3. Custom IVR Routing & Menus with Text-to-Speech (TTS)

Configure interactive voice response (IVR) menus to direct callers to the appropriate departments, extensions, or destinations. Use text-to-speech (TTS) to generate spoken prompts from configured text.

4. Time-Based Call Routing

Route calls according to configured schedules, business hours, holidays, or other supported time conditions to ensure callers reach the correct destination at the appropriate time.

5. Caller ID Management

Configure and manage caller ID information for outbound calls, subject to the permissions and telephony provider settings available on the platform.

6. SIP Trunk Integration (Optional)

Connect the platform to external telephony providers through Session Initiation Protocol (SIP) trunks for inbound and outbound calling. SIP trunk integration is optional and depends on the deployment requirements.

7. Extension Summary Reports

Access summary reports for extensions to review calling activity and monitor usage across users or departments, based on the reporting data available.

8. Inbound Wallboard

Display real-time inbound call statistics to help supervisors monitor contact centre activity, call volumes, and other supported inbound performance indicators.

9. Call Detail Records (CDR) with CSV Export

View call detail records containing available information about call activity, such as timestamps, source and destination numbers, duration, and call disposition. Export CDR data to CSV for further analysis and reporting.

10. Voicemail, Email & Transcription

Allow callers to leave voicemail messages when calls cannot be answered. Deliver voicemail notifications or messages by email and provide voicemail transcription where supported.

11. Custom Contacts

Create and manage contact records within the platform to make customer and business contact information accessible during call handling.

12. Integrated Application and WebRTC Webphone

Use the integrated application and browser-based WebRTC webphone to make and receive calls without requiring a separate physical desk phone, subject to compatible browser, network, and deployment configurations.

13. Supervisor Monitoring — Listen, Whisper & Barge

Provide supervisors with tools to support agents during live calls:

• Listen: Monitor a live conversation without participating.
• Whisper: Speak to the agent without the customer hearing the supervisor.
• Barge: Join an active conversation to participate directly.

Access to these functions depends on assigned permissions and system configuration.

14. WebAuthn Passkeys

Support passwordless authentication using WebAuthn passkeys on compatible devices and browsers. Passkeys use public-key cryptography to authenticate users, helping protect accounts against phishing and reducing reliance on traditional passwords.

Availability depends on the platform's authentication configuration and supported authenticators.

Summary

The platform combines business telephony, call routing, recording, reporting, contact management, supervisor monitoring, and modern authentication capabilities in one solution. Optional SIP trunk integration provides flexibility to connect external telephony infrastructure according to deployment requirements.