PBX features
Production reference. The features below run today in a 24/7 deployment for a U.S. Department of State contractor: multi-language IVR, agent floor, recording-to-S3, supervisor monitoring.
Available today
Section titled “Available today”- Inbound and outbound calling over SIP trunks we manage
- DIDs in US and major international regions
- Number porting
- Local presence dialing (match outbound ANI to destination area code)
- Menu trees with timeouts, retries, fallbacks
- Conditional branching on call data (caller ID, time of day, queue depth, custom attributes)
- Schedule routing (business hours, holidays, on-call windows)
- Prompt library with text-to-speech or your recorded audio
- Versioned flows, safe rollouts, instant rollback
Agent floor
Section titled “Agent floor”- Browser-based WebRTC dialer, no install
- Skill-based routing with priority queues
- Overflow rules across queues
- Callback offers when wait times exceed thresholds
- Wrap-up timer with disposition codes you define
- Real-time supervisor view: barge / whisper / takeover
Recording
Section titled “Recording”- Per-call or per-queue recording rules
- One-touch redaction windows for PCI / PII moments
- Storage options:
- Our cloud: encrypted at rest, retained per your policy
- Your S3 bucket: streamed straight to a bucket you own; we never hold the audio
- Recording playback in our admin UI, or direct from your storage
AI (optional per queue)
Section titled “AI (optional per queue)”- AI receptionist with industry-aware greeting
- AI qualification with structured outcome capture
- AI agent assist (real-time suggestions to a human agent)
- AI transcription + summarization posted to your CRM
- Choice of AI providers; you can bring your own
Integrations
Section titled “Integrations”- Same normalized webhook stream as the overlay mode
- Native connectors to common CRMs (HubSpot, Salesforce, others on request)
- Calendar lookups for booking flows
- CRM screen pop with attached context on agent answer
Compliance and security
Section titled “Compliance and security”- TLS in transit, encryption at rest
- TCPA-aware dialing pacing
- DNC scrubbing on outbound
- Audit log on every admin and agent action
- HIPAA-friendly deployment available
- Self-hosted option for regulated environments
On the roadmap
Section titled “On the roadmap”- Native CRM connectors beyond the current set
- Visual IVR editor (text-based authoring is available now)
- Outbound campaign manager UI (campaigns are configurable today via the API)
- Multi-language IVR auto-detection
- WebRTC video escalation
Talk to us if your requirement is not listed: [email protected].