A phone system that already knows your business before it rings.

Speak to the colleague first and then hand over, or pass the call straight through. The destination can be an extension, a ring group, a voicemail box or an outside number.

Add people to a dial-in room with a PIN. The moderator can mute a participant, remove one, and start or stop the recording for everybody on it.

An SMS from the same business number, while the call is still open, so an address or a link arrives before the caller has hung up.

A call that needs showing rather than telling becomes a room. Nobody hangs up and nobody sends an invitation.

A disposition from your own list, notes typed once, and a follow-up time. The agent goes back to available when the wrap-up is done rather than when the call ended.

The recording is playable from the call, with its transcript beside it, so a disputed detail is settled by listening rather than by recollection.

Spoken commands dial a number, open the transfer sheet, check voicemail, start a conference or pull up the call log, for the hands that are already holding something else.

Estimated wait, position announcements, hold music, priority routing for VIP and returning callers, and an overflow rule that catches a queue nobody is clearing.

Waiting count, average wait, longest hold, agents on the queue and the SLA percentage, per queue, as it happens.

A caller who does not want to hold asks for a callback instead. The request keeps the number, the name and the time they wanted, and attempts are counted, so nobody is dialled forever and nobody is quietly dropped after one try.

A rule fixes how long a phone may ring, how long a caller may wait and the answer rate you are aiming at. The breach tab is the honest half: each miss with the value it hit, the threshold it broke and when. Nothing is averaged away.

An unanswered or after-hours call raises a named event carrying the caller, the number, the time and the reason. Rules you wrote decide what happens next, which for most operations is a concierge case opened for callback. Nothing about that path went through a support request.

Local, toll-free, mobile and short code, recorded per number so a rule can treat the toll-free line differently from the mobile one.

Bring the numbers you already publish, through the porting wizard, tracked from submission to carrier confirmation.

A request records the country, the area code and the kind you asked for, and stays visible with its status until the number is live.

A seat carries the right to provision one number. Ten seats provision ten numbers, and a solo operator who wants a local line and a toll-free line buys two seats.

Each destination carries its own per-minute price in euros and dollars, the dial prefixes that price covers, and mobile priced apart from landline wherever the carriers price them apart.

Available numbers are searchable by country and area code before a request is raised, so you choose the number rather than accept whichever one arrives.

Search by the word you want the keypad to spell. A number a customer can remember without reading it off a screen is worth more than one that sorts well.

A number in an email campaign carries its source with it. The call log shows which campaign, which send and which segment produced the call.

A "call us" button on a self-service kiosk or a branded app connects through Voice, on the same number and into the same queues.

Source, medium, campaign and content attach to every inbound call on a tracked number, and stay on the record after the call ends.