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Advanced Call Management

Professional Call Management That Actually Works

Point a number at a person, a team or a queue. Decide what happens when nobody answers, and what happens after hours. Change any of it from the portal.

No setup fee • No contract • Cancel anytime

Complete Call Management Suite

What the phone system does with a call once it arrives.

Call Routing

Send a number to a person, a ring group, a call queue or a voice menu, and change where it lands by time of day.

Five ring strategies
Queues with hold music
After-hours routing per site

Call Forwarding & Transfer

Forward a number to a mobile, a home line or any outside number, and transfer a live call to a colleague after speaking to them first.

Forward to a mobile, home line or any outside number
Attended transfer: speak to the colleague first
Blind transfer when no introduction is needed

Call Recording

Switch recording on for the people who need it. Recorded calls play a consent notice at the start, and are deleted on the retention rule you set.

Coach from real calls
Consent notice on recorded calls
Retention you control

Business Hours & Night Service

Give each business location its own opening hours and holiday dates. Outside them, calls follow the after-hours destination you chose.

Per-location hours in the site timezone
Holiday date list
One-tap early close, with an expiry

Ring Groups & Queues

Ring a team all at once or one after another, or hold callers in a queue with music until an agent is free.

Ring all, sequential, round robin, least recent or random
Per-member ring delay and priority
Voicemail, extension, outside number or hang up when nobody answers

Conference Calling

Dial-in audio conference rooms with a PIN, a moderator and a participant ceiling you set per room.

PIN-protected rooms
Moderator mute and remove
Wait-for-moderator start

Intelligent Call Routing Examples

Each of these is a setting on a ring group, a queue or a location — not a rule engine to learn.

Whole team answers

Rule

A number points at a ring group set to Ring All

Action

Every member's desk phone, browser and mobile ring together; first to pick up takes it

Senior person first

Rule

Ring group set to Sequential, members ordered by priority

Action

Rings each member in turn for the group's ring timeout before moving on

Share the load

Rule

Ring group set to Round Robin or Least Recent

Action

Starts with whoever is next in rotation, or whoever answered longest ago, then falls through the rest

Callers wait rather than bounce

Rule

The number points at a call queue with agents logged in

Action

Caller hears hold music and their position, and is offered to the next free agent

Nobody answers

Rule

Ring group ring timeout elapses, or a queue has no agent logged in

Action

Goes to the fallback you set: a voicemail box, another extension, an outside number, or hang up

Outside opening hours

Rule

Night service is on for that location, on a schedule or switched by hand

Action

Calls to that site's numbers go to the after-hours voice menu, a voicemail box, a forwarding number, or a greeting and disconnect

Optimized Call Flows for Business Success

Small office, one main number

Reception during the day, voicemail after hours

1
Main number points at a voice menu that plays your greeting
2
Caller presses 1 for sales, 2 for accounts, or waits
3
Each choice rings a ring group set to Ring All
4
Nobody free after the ring timeout: the group falls back to its voicemail box
5
Outside the location's opening hours, night service sends the call straight to the after-hours greeting

Support line with a queue

Callers hold rather than hitting voicemail

1
Support number points at a call queue
2
Agents log in from the portal or with a feature code at the start of a shift
3
Callers hear hold music and their position while they wait
4
The queue offers the call using the strategy you picked — longest idle, round robin, fewest calls, or top down
5
With no agent logged in, the queue takes its overflow action: voicemail, another extension, an outside number, or hang up

What Call Analytics Tracks

Ring group reporting, drawn from call detail records for whatever period you select.

Answer rate
Share of calls to a ring group that were answered, over the period you pick
Missed and failed calls
Calls that rang out, hit a busy signal, or failed, counted separately
Time to answer
Average seconds between the call arriving and a member picking up
Who answered what
Calls answered and average pickup time per member, plus the hour-by-hour spread of the day

What this gets you

A call rings every device a person has registered, so it is answered wherever they are
A ring group or queue means the second caller is not sent to voicemail while the first is being helped
After-hours calls follow a rule you set per location instead of ringing an empty office
Every call is written to a record you can search, with who answered it and how long they took
Recording on the extensions you choose, with a consent notice played at the start and a retention rule you set

Ready to Transform Your Call Management?

Ring groups, queues, phone menus and after-hours routing are all set up from the portal — nothing to program, and no technician visit.

No setup fee • No contract • Cancel anytime